Authors : Benjamin Yaw Kokroko; Joseph Kobi; Edmund Kofi Yeboah

Volume/Issue : Volume 10 - 2025, Issue 10 - October

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DOI : https://doi.org/10.38124/ijisrt/25oct1433

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Abstract : The optimization of order fulfillment performance and its measurement in the context of the modern supply chain management have become a crucial factor that defines the competitive advantage and customer satisfaction. This study explores the model of integrating customer service level agreements (SLAs) and real-time analytics dashboard to gauge the rate of order fulfillment and delivery performance in complex supply chain networks. By taking a mixed-methodology with contingency theory and configuration analysis, the proposed study investigates how businesses can use business intelligence platforms and specifically, Microsoft power BI, strategically to work with operational data to convert them into performance management insights. The studies examine the information of various manufacturing companies in various geographical settings and industrial industries to create a complete model of the performance measurement through dashboard. Based on hierarchical regression analysis and cluster analysis techniques, the study determines five different types of analytics dashboard implementation, which span between the fundamental operation monitoring to sophisticated predictive analytics implementation. The results indicate that when the organizations have an extreme integration of internal processes, customer relationship, and supplier coordination, the best level of order fulfillment performance is attained when assisted by the ability to provide real-time analytics. Moreover, the study proves that with the appropriate combination of customer service level agreements and dashboard analytics, alignment of operation execution and strategic goals occurs, which leads to quantifiable results in the rate of on-time delivery, accurateness of orders, and the customer satisfaction metrics. The paper can add to the existing body of research on supply chain management by offering empirical information about the connection between performance measurement based on SLA and operational performance and presenting the practitioner with an empirically tested model of implementing real-time analytics dashboards.

Keywords : Order Fulfillment Performance, Delivery Performance Measurement, Real-Time Analytics Dashboards, Business Intelligence Systems, Supply Chain Integration, Supply Chain Visibility, Performance Management Systems, Digital Transformation, Supply Chain Analytics.

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