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Quality Process Performance
Order Processing
Quality Indices
2007
2008
2009
Orders Processed Same Day
99.9%
99.9%
99.9%
Picking Accuracy
99.8%
99.8%
99.6%
Clerical Accuracy
99.9%
99.9%
99.9%
Administrative Support
Quality Indices
2007
2008
2009
Billing Accuracy
99.7%
99.6%
99.9%
Physical Inventory Accuracy *
99.9%
99.9%
99.9%
* Within customer established tolerances
Claims
Quality Indices
2007
2008
2009
Claims Free Shipments
99.9%
99.9%
99.9%
Claims Free Revenue
99.9%
99.9%
99.9%
Safety
Quality Indices
2007
2008
2009
Average Hours Worked Between OSHA Lost Time Injuries*
103,263
421,988
35,724
Hazardous Materials Incidents
0
0
0
* All injuries are recorded (no matter how minor). All are evaluated for corrective action.