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applied to medium-sized enterprises. In this instance, it was the Operations Manager who was responsible for defining KPI 1, i.e. for increasing the percentage of customer orders that arrived on time and were tailored to customer requirements. A target value in medium-sized enterprises was determined by the Operations Manager in cooperation with the Logistics Supervisor, whereas in two out of five businesses analysed, it is only a Logistics Supervisor who acted without any cooperation with the Operations Manager. Logistics engineers were in charge of KPI 1 measurements