A national apparel retail holding company recently created a Shared Services organization to support the business needs of each Brand. As part of this organization change, the company hired PPT to develop Service Level Agreements (SLAs) between each Brand and the new Shared Services organization. These SLAs would be the foundation for service performance expectations and implementation of a Continuous Improvement (CI) culture within the organization.


  • Interview all Brand leaders to determine their expectations of the Distribution Services function
  • Map-out current state of distribution processes and performance measurement activities
  • Benchmark apparel industry distribution services to aid in final SLA development
  • Develop final SLA documents with recommended Key Performance Indicators (KPIs)
  • Develop a framework for implementation of a Continuous Improvement (CI) culture within the Distribution organization

Accomplishments / Benefits:

  • Detailed SLA documents clearly specify the services provided AND expected performance results
  • Developed consistent service expectations and measurements across all Brands
  • Implemented new service focused KPIs that focus on improving order processing turn-time and outbound accuracy
  • Developed a uniform performance dashboard to aid in communication with Brand executives