2 100 90 80 70 60 50 Absolute performance = 100% Customer expectation = 98% Target performance = 95% Competitor performance = 81% Now Percentage of deliveries on-time Performance against customer expectations is POOR Historical performance is GOOD Performance against target is POOR Performance against competitors is GOOD Absolute performance is POOR Delivery performance is 87% Is this good, bad, or indifferent .
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