Calculation of the Level of Service in the Gondola in Supermarkets

“On-Shelf Availability” (OSA) or “Out of Stock” (OOS) in a store is a key factor for customer satisfaction. Shelf availability is a critical issue for both manufacturers and retailers, fixing it improves consumer value, fosters consumer brand loyalty and shopper loyalty to the store, increases sales, and most importantly, increases the profitability of the category. Likewise, the logistics rationalization in the supply chain is a key factor for the profitability of the business. The present research establishes an OSA methodology that through the reception and replacement processes with Category Management (CATMAN) will increase profits and the level of customer satisfaction, also achieving a better inventory. From January to October 2019, the percentage of OSA was raised from 78.3% to 92.4%. This methodology can be applied to different supermarkets, adapting CATMAN to avoid OOS.