Case Study
Fulfillment & OTIF Diagnostic
Your team says you ship 96% complete. The retailer scores you at 86%. The ten-point gap is where the real cost hides.
You measure fill rate at your shipping dock, against the order you acknowledged. The retailer measures OTIF at their receiving dock, against the order they originally sent. Between those two measurements, orders get trimmed, carriers miss appointment windows, partial receipts go unreconciled — and the ten-point gap between your number and theirs becomes invisible because the legacy system overwrites the original order with the edited version. The thing the retailer actually asked for is gone.
What the diagnostic finds
Reconstructed across Cinderhaven’s order history: $33.1 million in total short-shipping cost across eight dimensions on $53 million shipped over three years. Lost revenue, deauthorization risk, OTIF fines, chargebacks, DTC cannibalization, distributor returns, and triage labor — all computed because the original order was preserved and compared against what actually shipped.
The OTIF gap itself: 95% internal fill rate against 86% retailer-scored, with $430,000 in annual exposure broken into OTIF fines ($138K) and shelf-velocity damage ($292K). The gap decomposes into on-time versus in-full failures, each with its own root cause and fix.
See it worked through
The cost of shorts
Reconstructs the true cost across 66,000+ orders when the original order is overwritten. Eight cost dimensions, retailer-by-retailer breakdown.
shortships.lailarallc.com →OTIF blind spot
Reconciles your internal fill rate against the retailer’s scorecard. Decomposes the gap, attributes root causes, quantifies the exposure in fines and velocity damage.
What you get
A diagnostic that reconciles your internal fulfillment metrics against retailer scorecards, quantifies the gap, attributes root causes, and produces a remediation plan prioritized by cost of inaction. You see the number the retailer sees — and what it’s actually costing.
Start with a conversation.
Thirty minutes. Tell me about your fulfillment metrics and where the gap is hiding. I’ll tell you what it’s costing and what a scoped diagnostic looks like. No deck, no obligation.