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In October 2005, Access Business Group began a systematic metrics program designed to track and measure our performance, primarily in the areas of order completion and on-time shipping. "What this does is allow us to proactively look at our operations to ensure that we are meeting or exceeding our customers' expectations," says Joann Chilcote, Manager of Client Services. "It's part of our larger OPX/Supply Chain Excellence Program, and it will help us see how reliable we are as a partner to our contract customers." Using Industry standards, performance is tracked and measured by customer, manufacturing site, warehouse, and shipping facility. "Some of our customers have their own metrics and we watch their measurements as well," adds Joann. Failure to meet stated goals are tracked and categorized by "reason for failure." This information is then analyzed to determine how to solve the problem so it doesn't occur again. "For example, when the metrics showed failures in Quality Assurance, we discovered that it wasn't a finished product problem; it was the fact that we didn't have enough people to get the products out in time," says Joann. "So we hired two more individuals to work in QA and that resolved the situation." If we uncover problems in our procedures, we'll change those, too. It's an evolutionary process, and each step is designed to improve the services we provide our contract customers. "Their reaction to the new system has been very positive," reports Joann. "They're excited because they know it's all about getting their products out the door quicker, with faster turn around times."