Quality Process Performance

Order Processing
Quality Indices	2009	2010	2011
Orders Processed Same Day	99.9%	99.9%	99.9%
Picking Accuracy	99.6%	99.7%	99.7%
Clerical Accuracy	99.9%	99.9%	99.9%

Administrative Support
Quality Indices	2009	2010	2011
Billing Accuracy	99.9%	99.9%	99.9%
Physical Inventory Accuracy *	99.9%	99.9%	99.9%
* Within customer established tolerances

Claims
Quality Indices	2009	2010	2011
Claims Free Shipments	99.9%	99.9%	99.9%
Claims Free Revenue	99.9%	99.9%	99.9%

Safety
Quality Indices	2009	2010	2011
Average Hours Worked Between OSHA Lost Time Injuries*	35,724	73,700	137,434
Hazardous Materials Incidents	0	0	0

* All injuries are recorded (no matter how minor). All are evaluated for corrective action.

Follow
A. Duie Pyle