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The Logistics function in humanitarian organisations is made up of people, processes and systems working together to support efficient and effective delivery of services. Controls are normally put in place to monitor weaknesses, poor designs in projects and improper implementation of programs. Based on continuous monitoring, these weaknesses or shortfalls against targets or objectives set can be corrected or revised in order to continually improve performance. This reduces the risk of exposure and strengthens the response to needs.
This point can be looked at from the perspective of the order management team providing services to customers/users/beneficiaries, as well as the customer's perspective of the effectiveness of services received from the Order Management team. The quality of service provided to customers needs to be measured and monitored as a basis for management and planning. The most used indicator in this regard is the percentage of orders delivered in full, on time and error free (DIFOT).
|On-time||Orders received on or before the date requested|
|In-full||Orders are complete in quantity|
|Error-free||Orders are complete with proper documentation, labelling, and without damage to items or packaging|
The imperative for getting it right