Industry Service Standards Group (ISS)

Objectives

  • The ISS Group is responsible for monitoring each performance area within the supply chain in order to achieve accountability and better performance management.
  • The monitoring provides the industry with an opportunity to check how well the supply chain is performing in meeting predetermined standards.
  • Currently, the work of the Group concentrates on developing Key Performance Indicators (KPIs) that set targets for ongoing levels of performance.
  • The Group also continues to oversee the full introduction of Standards throughout the supply chain. Standards are minimum levels of acceptable performance.

Progress Report
Key Performance Indicators
To establish meaningful KPIs it is necessary to go through the following process:

  1. Define the KPI.
  2. Determine the method of measurement.
  3. Put the KPI through a robust trial.
  4. Identify any problems and undertake a cost/benefit analysis.
  5. Run the KPI for approximately one year to determine performance levels.
  6. Set the level of acceptable performance and establish ongoing monitoring.


This process is currently being applied to 15 KPIs covering various relationships in the supply chain. We have reached stage (e) in three KPIs and are at stage (c) in seven others.

Standards

  • Minimum Standards of service covering the trading relationship between wholesaler and retailer have existed for seven years. The Industry Standard Service Agreement (ISSA) is reviewed annually in respect of the actual Standards and the complaints process. This is done by the ISSA Group that reports to the ISS Group.
  • A set of Standards and a complaints procedure have been established for the trading relationship between Magazine Publisher/Distributor and the Wholesaler.
  • In 2004 Standards and a complaints procedure were developed for Newspaper Publishers and Wholesalers.

Plans for 2004/2005

  • Development of KPIs will continue. Three KPIs will be finalised with set levels of ongoing performance. Seven others will complete the trial stage and be evaluated. If it is deemed appropriate to continue with them, they will be run out for a full year in order to establish performance levels.
  • The ISSA Group will continue to meet three times a year and ISSA 8 will be published.
  • Upchannel Standards will be reviewed and monitored.

Membership
Paul Chambers, ANMW; Wally Cowley, NPA; David Daniel, NFRN; John Lennon, ANR; Ian Locks, PPA; Mike Newman, NPA; Adrian Smith, ANMW; Sam Whiteside, NFRN

The group meets three-four times a year and is chaired by Neil Robinson.

BACK
BACK TO WORKING GROUPS
WORKING GROUPS