In an industry where exceptional service is crucial, Carl F Groupco is reaffirming its commitment to stringent On Time In Full (OTIF) measures to consistently meet the needs of its customers. While many hardware suppliers target an OTIF rate of 98%, Carl F Groupco goes further by defining and measuring this metric more rigorously.
Owen Coop, CEO at Carl F Groupco, explains: “Unlike the standard industry practice of measuring OTIF based on individual line items, we focus on the fulfilment of entire orders. This means that if any component is missing, the order doesn’t meet our high OTIF standard.”
He continues: “When a customer places an order, they have a right to expect to receive the complete order the next day. The reality is, if you only send 98 out of 100 components, you’ve let the customer down. What use is 98% of tilt and turn hardware, if it means the customer is missing the vital hardware component that means a window can’t get made? If we can only fulfil 98% of an order, it fails our OTIF metric, and we don’t count it as a success.”
Carl F Groupco reports its OTIF performance daily, ensuring that the target is communicated throughout the business. Every team member, from sales to warehouse and distribution is committed to maintaining this high level of service. Owen adds: “We understand how much our customers rely on our products. If necessary, our teams are willing to stay late to ensure orders are dispatched on time. We refuse to let our customers down.”
Owen also highlights that this rigorous OTIF standard is part of the company’s broader commitment to customer satisfaction. “At Carl F Groupco, we know our success is directly tied to our customers’ success. Excellent service is our responsibility, and a strict OTIF metric is just one of the ways we make that happen.”
Carl F Groupco supplies the UK fenestration industry with an extensive range of premium quality window and door hardware components. It has distribution centres in Peterborough and Cumbernauld, and operates nationally, including to the Scottish Highlands and offshore islands. It is one of the largest independent suppliers in the sector because it is a value-added hardware partner to its customers – as its OTIF commitment shows.
