KPI

Flexibility really means how quickly a company can react to customer demands so you could argue that any of the following might work: Time delay between receiving an order and fulfilling it - a measure of response time which is relevant to flexibility. Time taken to set-up a new production run or new service - the shorter this time then the faster the company will be to react to orders. Machine utilisation. If 100% then it will be more difficult to service a new order quickly as a flexible response to customer demands. Employee utilisation. Perhaps measured with respect to maximum possible utilisation with overtime etc. If no spare time it will be difficult to give a flexible response [Note that there can be a conflict between flexibility and efficiency so that there are spare resources] Number of jobs/orders turned down because of lack of flexibility.