Summary description
Claims KPI simply counts the number of claims received from the customers (internal or external).
Detailed description
Displays
Graphic
Graphic shows the number of claims received by period. The main analysis dimension can be changed via the cyclic selection on the top right corner:
Important note If during a period no claims were received, the period will not be shown at all!
Example bellow where no claims were received in December or January:
Detail Table
Table shows the number of claims received by period.
- cyclic on the left side of the table allows changing the main analysis axis.
Important note If during a period no claims were received, the period will not be shown at all!
Time dimension
The period is based on the claim reception date.
You can choose to display by Month, Quarter or Year.
Status dimension
In this dashboard the status of the claim is simplified compared to the status in SMART.
Instead of 6 different statuses, in this dashboard there are only 2: Open or Closed.
SMART Claims Status | ES KA Claims Status |
Not sent | Open |
Ongoing 2/4 | Open |
Ongoing 3/4 | Open |
Ongoing 4/4 | Open |
Closed | Closed |
Completed | Open |
Other Dimensions
Several dimensions are available for display or filtering.
See next chapter on how this information is determined.
| Dimension | Description | From SMART | From Sales Order |
| IECRA | The market from the sales order | X | |
| Legal Entity | Company invoicing the sales order | X | |
| Mat.Ent.Grp | Material Enterprise Group. Grouping of several products | X | |
| Mat.Ent.Sub Grp | Material Enterprise Sub Group. Grouping of several products | X | |
| Motives | Motive of the claim (Packaging, delivery...) | X | |
| Plant | The delivery plant (plant shipping the goods) | X | |
| Prod Plant | The production plant of the material. | X | |
| Product | Grouping of materials as Commercial Products | X | |
| Resolution Plant | Plant that solved the claim. | X | |
| Severity | Severity of the claim (Standard, Critical...) | X | |
| Ship to | The delivered customer from the sales order | X | |
| Ship to Country (or "Country") | Country where the goods were shipped. | X | |
| Ship to KA | Ship to Key Account. This is a grouping of several customers into a “Key Account” group | X | |
| Ship to zone (or "Ship to Location") | Geographical zone of the Ship to Customer | X | |
| Status | Current status of the claim (Open or closed) | X |
Filters
- Only Rare Earth GBU claims are shown.
- Same filters as the detailed Claims Dashboard are used.
Dimensions from the Sales Order
Some of the dimensions in the dashboard are not read directly from SMART due to being too often empty/inaccurate.
In order to get more accurate information, the dashboard will search for the Sales Order number and item in the SMART complain and then pull data from SAP.
As the Sales order information is not mandatory, the dashboard will follow the below logic:
- If Sales Order was correctly entered it reads the data from SAP.
- If Sales order was manually entered then it will try to fix it and read the data from SAP.
- If Sales Order is found, it won’t be able to get any data from SAP.
Examples of mapping://////
| SMART Sales order | Result | Correct Sales order Number |
| WP14000001346807 | OK | WP14000001346807 |
| Empty | FAIL | |
| 1380673 | FIXED | WP14000001380673 |
Example of result: In the example below the first claim had no sales order information so the dashboard is able to get the resolution plant and status, but not the material or ship to.
Target
There is no target shown on the dashboard.
Getting the detail
You can get more details in 3 ways:
- By using the “My report” page of the dashboard. Note that you will not have the number of the claim.
- By using the full detail Claims Dashboard. The link is provided in the Claims page :
Note: access is needed. This can be request to the Helpdesk.
- In SMART itself via the Claims detail reports.
The best way to get IT support is to use the new
Service One Platform.