How Delta Logistics NL found the bottleneck behind eighty percent of its SLA breaches

Company Overview

Delta Logistics NL commits to service levels on around 40 customer contracts. Breaches were running at 9 percent and carried financial penalties, but nobody could explain where the time was actually going.

Challenge

• SLA breaches ran at 9 percent and triggered contractual penalties on four accounts
• Only the start and end of each process were measured, so the middle was invisible
• Improvement efforts were directed by opinion, and two consecutive initiatives changed nothing
• Each breach investigation took two days of manual work and rarely produced a clear cause

Solution

• Brightpath Insights measures every step of the delivery process, not just the start and the end
• Waiting time is separated from working time, which is where the real problem turned out to be
• Breach risk is flagged while a job is still running, so it can be rescued
• Weekly trend views show whether a change actually moved the number

Results

• One approval step was found to hold 61 percent of total waiting time, which nobody had suspected
• After that step was redesigned, SLA breaches fell from 9 percent to under 2
• Contractual penalties on all four accounts stopped
• Breach investigation time fell from two days to about twenty minutes

Customer Testimonial

"We were about to spend a lot of money solving the wrong problem. That is the uncomfortable part of this story. Brightpath Software did not make us faster, it told us where we were slow, and it turned out we had been wrong about that for two years."

Iris Vermeulen, Operations Manager, Delta Logistics NL

Key Benefits

• Every process step measured, not just endpoints
• Waiting time separated from working time
• Breach risk flagged while jobs are still live
• Change impact verified against trend data

Brightpath Software showed Delta Logistics NL where its time was really going, and one redesigned approval removed eighty percent of its SLA breaches.