OTIF
On Time In Full — percentage of orders delivered on time and complete. The hardest service metric, because an order only counts if it meets both conditions.
OTIF stands for On Time In Full: the percentage of orders delivered on time and complete.
Why it is the hardest metric
Because it requires meeting both conditions at once. An order that arrives on time but incomplete does not count. One that is complete but late does not either.
That strictness makes OTIF systematically lower than any isolated indicator, and it is why it best reflects the customer's actual experience. If you measure on-time at 95% and completeness at 95%, your OTIF is not 95% — it can sit near 90%.
How it is calculated
OTIF = orders delivered on time AND complete / total orders
What has to be defined before measuring:
- What counts as "on time" — against the date promised to the customer, or the date committed internally? They are not the same, and measuring against the second inflates the result.
- What counts as "complete" — at order level or line level? An order with 9 of 10 lines complete is incomplete.
What breaks it
Almost always one of three:
- Inventory that was not where the system said — an accuracy problem, not a purchasing one
- Preparation errors — the wrong thing shipped
- Departure outside the carrier's pickup window
All three are addressed the same way: defined locations and scan validation at every step, which is what a WMS provides.
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