Flexibility1. Average number of labor skills2. Average production lot size3. No. of customized services available4. No. of days to process special or rush ordersDependability1. Average service response time or product lead time2. % of delivery promises kept3. Avg. no. of days late per shipment4. No. of stockouts per product5. No. of days to process a warranty claim6. Avg. number of hours spent with customers by engineersInnovation1. Annual investment in R&D2. % of automated processes3. No. of new product or service introductions4. No. of process steps required per product

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