Live · as of 2026-08-23
30d $7.16M60d $17.28M90d $30.35M
Module 04 · Customer SLA Surveillance

Delivery & Customer SLA

Contractual promise versus delivered performance, per customer. OTIF is projected forward from its current slope so accounts can be flagged before they breach, while penalty terms and contracted revenue quantify the consequence.

Module question

Which customers will breach SLA next quarter, and what revenue and penalties are attached?

Data scope

2 of 2 source tables selected — the metrics, slippages and exposure below are built only from these. Changes are PIN-protected.

Locked

Every figure on this page is traceable — module totals expand into their component slippages, and each component opens the raw source rows it was computed from.

90-day exposure
$656K
$138K inside 30 days
Open slippages
12
0 critical · 3 repeat episodes
Avoidable share
$414K
Exposure removable with intervention
Largest single risk
$150K
OTIF · Northgate Logistics

Metric surveillance

21-day rolling value versus 60-day baseline, by entity. Ranked by deviation.

OTIF

higher is better
  • Northgate Logistics68.89%-26.2%
  • Tidewater Foods67.02%-25.9%
  • Ridgeview Logistics64.99%-29.7%
  • Brightfield Foods68.65%-23.9%
  • Highmark Retail Group66.98%-29.1%

On-Time Delivery

higher is better
  • Highmark Retail Group70.02%-28.3%
  • Tidewater Foods70.99%-26.5%
  • Brightfield Foods75.34%-22.3%
  • Copperfield Building Products80.37%-18.8%
  • Northgate Logistics79.98%-17.8%

Average Delivery Delay

lower is better
  • Copperfield Building Products124.1 min+2227.2%
  • Highmark Retail Group155.9 min+892.1%
  • Northgate Logistics125.2 min+728.6%
  • Brightfield Foods109.9 min+582.5%
  • Tidewater Foods94.9 min+1204.5%

Failed Delivery Rate

lower is better
  • Cascade Beverage Co7.17%+322.8%
  • Ridgeview Logistics4.31%+1679.4%
  • Halcyon Retail Group1.19%+181.0%
  • Monarch Retail Group1.19%+391.7%
  • Vertex Building Products2.38%+40.5%

POD Turnaround

lower is better
  • Tidewater Foods8.62 hrs+51.3%
  • Sterling Oak Building Products8.14 hrs+42.9%
  • Everpath Consumer Brands8.77 hrs+48.8%
  • Highmark Retail Group6.10 hrs+13.0%
  • Ridgeview Logistics6.28 hrs+13.4%

Claims Value

lower is better
  • Oakhaven Building Products$32+277.3%
  • Vertex Building Products$36+116.1%
  • Northgate Logistics$32+21.2%
  • Crestline Beverage Co$20+53.6%
  • Rivermont Consumer Brands$18+34.4%

Customer Complaints

lower is better
  • Palisade Manufacturing0.2+140.8%
  • Tidewater Foods0.1+989.9%
  • Pinnacle Chemical0.1+253.4%
  • Blue Harbor Manufacturing0.0+482.0%
  • Northgate Logistics0.0+40.5%

Slippage board

Every detected slippage with cause, exposure ramp, owner and action.

ModerateDelivery & Customer SLARepeat episode

OTIF — Northgate Logistics

OTIF · Northgate Logistics · detected 2026-07-13 · 53 units affected

90-day exposure
$150K
65% preventable
Current vs baseline
68.89% vs 93.35%
Trend (21d vs 60d)
-26.2%
Exposure ramp
30d $32K · 60d $82K · 90d $150K
Why it is happening
Load Ready on Arrival — Load Ready on Arrival at Inland Empire DC leads this metric by 0 days (r=0.86). Warehouse processing delay and dock dwell pushing departures late.
Downstream impact
6 shipments at SLA risk for Northgate Logistics
Recommended action
Put the account on a daily at-risk shipment review and pre-book capacity for the next 14 days.
Accountable owner
Account Manager
Exposure today $23,207
ModerateDelivery & Customer SLA

OTIF — Tidewater Foods

OTIF · Tidewater Foods · detected 2026-08-12 · 48 units affected

90-day exposure
$140K
65% preventable
Current vs baseline
67.02% vs 90.40%
Trend (21d vs 60d)
-25.9%
Exposure ramp
30d $30K · 60d $76K · 90d $140K
Why it is happening
Fulfillment Rate — Fulfillment Rate at Inland Empire DC leads this metric by 0 days (r=0.82). Warehouse processing delay and dock dwell pushing departures late.
Downstream impact
5 shipments at SLA risk for Tidewater Foods
Recommended action
Put the account on a daily at-risk shipment review and pre-book capacity for the next 14 days.
Accountable owner
Account Manager
Exposure today $20,805
ModerateDelivery & Customer SLA

On-Time Delivery — Highmark Retail Group

On-Time Delivery · Highmark Retail Group · detected 2026-07-17 · 54 units affected

90-day exposure
$103K
60% preventable
Current vs baseline
70.02% vs 97.71%
Trend (21d vs 60d)
-28.3%
Exposure ramp
30d $23K · 60d $58K · 90d $103K
Why it is happening
Average Dock Dwell — Average Dock Dwell at Inland Empire DC leads this metric by 0 days (r=0.89). Late departures compounding across the primary shipping lanes.
Downstream impact
6 shipments at SLA risk for Highmark Retail Group
Recommended action
Add buffer to appointment commitments on the two worst lanes and notify affected accounts proactively.
Accountable owner
Customer Service Manager
Exposure today $17,228
ModerateDelivery & Customer SLA

On-Time Delivery — Tidewater Foods

On-Time Delivery · Tidewater Foods · detected 2026-07-23 · 48 units affected

90-day exposure
$99K
60% preventable
Current vs baseline
70.99% vs 96.55%
Trend (21d vs 60d)
-26.5%
Exposure ramp
30d $21K · 60d $54K · 90d $99K
Why it is happening
Average Dock Dwell — Average Dock Dwell at Inland Empire DC leads this metric by 3 days (r=0.84). Late departures compounding across the primary shipping lanes.
Downstream impact
5 shipments at SLA risk for Tidewater Foods
Recommended action
Add buffer to appointment commitments on the two worst lanes and notify affected accounts proactively.
Accountable owner
Customer Service Manager
Exposure today $14,479
WatchDelivery & Customer SLARepeat episode

Average Delivery Delay — Copperfield Building Products

Average Delivery Delay · Copperfield Building Products · detected 2026-07-27 · 55 units affected

90-day exposure
$55K
60% preventable
Current vs baseline
124.1 min vs 5.3 min
Trend (21d vs 60d)
+2227.2%
Exposure ramp
30d $10K · 60d $29K · 90d $55K
Why it is happening
Wait Before Dock — Wait Before Dock at Inland Empire DC leads this metric by 14 days (r=0.72). Transit variance rising on congested outbound lanes.
Downstream impact
6 shipments at SLA risk for Copperfield Building Products
Recommended action
Reschedule the affected delivery windows and route around the two congested corridors.
Accountable owner
Customer Service Manager
Exposure today $6,482
WatchDelivery & Customer SLA

Average Delivery Delay — Highmark Retail Group

Average Delivery Delay · Highmark Retail Group · detected 2026-07-16 · 54 units affected

90-day exposure
$45K
60% preventable
Current vs baseline
155.9 min vs 15.7 min
Trend (21d vs 60d)
+892.1%
Exposure ramp
30d $10K · 60d $25K · 90d $45K
Why it is happening
Average Dock Dwell — Average Dock Dwell at Inland Empire DC leads this metric by 0 days (r=0.85). Transit variance rising on congested outbound lanes.
Downstream impact
6 shipments at SLA risk for Highmark Retail Group
Recommended action
Reschedule the affected delivery windows and route around the two congested corridors.
Accountable owner
Customer Service Manager
Exposure today $7,556
WatchDelivery & Customer SLA

Failed Delivery Rate — Cascade Beverage Co

Failed Delivery Rate · Cascade Beverage Co · detected 2026-08-15 · 57 units affected

90-day exposure
$20K
70% preventable
Current vs baseline
7.17% vs 1.69%
Trend (21d vs 60d)
+322.8%
Exposure ramp
30d $3K · 60d $10K · 90d $20K
Why it is happening
Missed receiving windows triggering refusals and redelivery — Missed receiving windows triggering refusals and redelivery.
Downstream impact
6 shipments at SLA risk for Cascade Beverage Co
Recommended action
Confirm receiving hours per site and require appointment reconfirmation 24 hours out.
Accountable owner
Customer Service Manager
Exposure today $1,705
WatchDelivery & Customer SLARepeat episode

Failed Delivery Rate — Ridgeview Logistics

Failed Delivery Rate · Ridgeview Logistics · detected 2026-08-04 · 53 units affected

90-day exposure
$10K
70% preventable
Current vs baseline
4.31% vs 0.24%
Trend (21d vs 60d)
+1679.4%
Exposure ramp
30d $2K · 60d $5K · 90d $10K
Why it is happening
Average Delivery Delay — Average Delivery Delay at Inland Empire DC leads this metric by 14 days (r=0.48). Missed receiving windows triggering refusals and redelivery.
Downstream impact
6 shipments at SLA risk for Ridgeview Logistics
Recommended action
Confirm receiving hours per site and require appointment reconfirmation 24 hours out.
Accountable owner
Customer Service Manager
Exposure today $1,159
WatchDelivery & Customer SLA

Claims Value — Oakhaven Building Products

Claims Value · Oakhaven Building Products · detected 2026-08-20 · 55 units affected

90-day exposure
$10K
70% preventable
Current vs baseline
$32 vs $8
Trend (21d vs 60d)
+277.3%
Exposure ramp
30d $2K · 60d $5K · 90d $10K
Why it is happening
Damage from congested staging and rehandling — Damage from congested staging and rehandling.
Downstream impact
6 shipments at SLA risk for Oakhaven Building Products
Recommended action
Open a joint claims review with the origin site and audit load securement on the affected lanes.
Accountable owner
Customer Service Manager
Exposure today $703
WatchDelivery & Customer SLA

Customer Complaints — Palisade Manufacturing

Customer Complaints · Palisade Manufacturing · detected 2026-08-03 · 22 units affected

90-day exposure
$8K
60% preventable
Current vs baseline
0.2 vs 0.1
Trend (21d vs 60d)
+140.8%
Exposure ramp
30d $2K · 60d $4K · 90d $8K
Why it is happening
OTIF — OTIF at Houston Warehouse leads this metric by 0 days (r=0.82). Repeat service failures on the same delivery points.
Downstream impact
3 shipments at SLA risk for Palisade Manufacturing
Recommended action
Escalate to a joint operating review with the customer and commit a 30-day recovery plan.
Accountable owner
Account Manager
Exposure today $993
WatchDelivery & Customer SLA

POD Turnaround — Tidewater Foods

POD Turnaround · Tidewater Foods · detected 2026-07-08 · 48 units affected

90-day exposure
$8K
75% preventable
Current vs baseline
8.62 hrs vs 5.70 hrs
Trend (21d vs 60d)
+51.3%
Exposure ramp
30d $2K · 60d $4K · 90d $8K
Why it is happening
Driver Detention Hours — Driver Detention Hours at Inland Empire DC leads this metric by 0 days (r=0.93). Paperwork returned late from drivers on multi-stop runs.
Downstream impact
5 shipments at SLA risk for Tidewater Foods
Recommended action
Require in-cab POD capture at delivery and flag missing PODs after four hours.
Accountable owner
Customer Service Manager
Exposure today $1,209
WatchDelivery & Customer SLA

Claims Value — Vertex Building Products

Claims Value · Vertex Building Products · detected 2026-08-03 · 26 units affected

90-day exposure
$7K
70% preventable
Current vs baseline
$36 vs $17
Trend (21d vs 60d)
+116.1%
Exposure ramp
30d $1K · 60d $4K · 90d $7K
Why it is happening
Damage from congested staging and rehandling — Damage from congested staging and rehandling.
Downstream impact
3 shipments at SLA risk for Vertex Building Products
Recommended action
Open a joint claims review with the origin site and audit load securement on the affected lanes.
Accountable owner
Customer Service Manager
Exposure today $583

Customer risk register

Top 20 accounts by combined revenue and penalty exposure. Predicted OTIF is the 90-day projection of the current trend.

CustomerTierAccount managerSLA targetOTIF nowPredicted OTIFLoads 30dMargin %Shipments at riskRevenue exposurePenalty exposureEvidence
Ridgeview LogisticsEnterpriseC. Lindqvist96.0%62.9%48.9%7516.2%38$257K$51K
Tidewater FoodsRegionalC. Lindqvist94.0%61.0%46.4%6919.6%37$260K$14K
Northgate LogisticsMid-MarketC. Lindqvist94.0%66.4%53.2%7517.2%35$242K$25K
Highmark Retail GroupRegionalC. Lindqvist94.0%70.5%58.9%7720.0%32$219K$11K
Westhaven Retail GroupMid-MarketC. Lindqvist94.0%69.7%60.6%7220.3%28$206K$21K
Copperfield Building ProductsEnterpriseC. Lindqvist96.0%72.7%62.0%7817.6%30$184K$35K
Brightfield FoodsRegionalC. Lindqvist94.0%68.6%58.3%6919.4%29$199K$10K
Sunstate DistributionMid-MarketC. Lindqvist94.0%68.6%55.8%6217.3%27$178K$18K
Nordway LogisticsMid-MarketC. Lindqvist94.0%78.8%72.5%9620.0%26$165K$15K
Stonebridge ChemicalEnterpriseC. Lindqvist96.0%69.4%56.1%4818.5%21$150K$29K
Ironwood Consumer BrandsStrategicC. Lindqvist97.0%87.3%84.2%12421.1%20$115K$28K
Oakhaven Building ProductsMid-MarketC. Lindqvist94.0%82.6%78.0%8820.6%19$115K$10K
Windmere IndustriesRegionalC. Lindqvist94.0%85.9%82.5%10821.9%19$114K$4K
Oakhaven Building ProductsRegionalC. Lindqvist94.0%82.9%78.3%7817.2%17$112K$5K
Cascade Beverage CoEnterpriseC. Lindqvist96.0%85.2%81.0%8218.5%16$96K$16K
Crestline Beverage CoMid-MarketC. Lindqvist94.0%88.0%84.7%12423.5%19$105K$8K
Tidewater FoodsMid-MarketC. Lindqvist94.0%78.9%72.2%5622.2%16$96K$9K
Saltbrook DistributionRegionalC. Lindqvist94.0%87.9%85.3%11821.1%17$99K$4K
Palisade ManufacturingMid-MarketC. Lindqvist94.0%70.2%61.1%3221.4%12$87K$9K
Everpath Consumer BrandsEnterpriseC. Lindqvist96.0%79.3%71.9%4510.9%13$79K$15K

Accountability

Who owns the exposure in this module.

OwnerSlippages90-day exposureTop issue
Customer Service Manager9$357K
ModerateOn-Time Delivery — Highmark Retail Group
Account Manager3$298K
ModerateOTIF — Northgate Logistics