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Info
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titleD&PS Expert
Donia Rachdi
Info
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titleD&PS Regional Animators
Emma Glasson (EMEA)
Karina Tsuji (LATAM +NAM)
Lilian Cheong (APAC)
Info
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titleAuthorization & Rights
Request access using the Access form   
Access is validated by the Excellence Center

General Description

This page is meant to monitor the deviation to the services levels provided to our customers by GBU segment.

Even if a deviation is activated on an orderline, the deviation reason is logged at the header level.

As a consequence, we consider here the number of deviated orders, regardless the number of deviated line items within that order.

Here is where the service levels are located in SAP: header details > Additional data B

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Important note: the service levels are set up for each GBU, each service element and each GBU segment in SAP.

What is monitored and calculated in this dashboard is the deviation based on the error mode when the CSRs manage the orders.

The orderline level is available in My Report
#Deviated orderlines = orderlines with a flag "deviated" in SAP AND a deviation reason. 
%Deviated orderlines = Number of deviated orderlines / Total number of orderlines x 100


How to count the number of deviations from the BW query?
#deviated orders = number of fields "service item deviation" that are completed
#deviated orderlines = number of fields "service item deviated" AND "service item deviation" that are completed
Indicators
This page begins with a scorecard to quickly visualize your overall year-to-date performance on the service levels compared to the targets set up by each GBU.

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The color coding guides you to identify is you are below the target (Green), 1.5 times above the target (Yellow), or far from the target (Red)
Targets are reminded for each GBU. If the scorecard is grey, then no target is defined yet.
Then a serial of graphs allows you to deep dive in the details of the deviated orders by service element
Compare your monthly performance to the target      
Check the evolution of the number of deviated orders and amount of charged fees
Check the repartition of the deviation reasons used in the order header
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The date to display the KPIs is the ORDER CREATION DATE. Deviations entered will appear at the month of the order creation, numbers in the past may change if the order is deviated later in another month.
Exception: order change and order cancellation are displayed according to the modification date (cancellation date is defined by modification date + flag "cancelled")
In the end, rank your main deviators using the final recap table, where you can apply further selections and export it if necessary.


Focus on My Report page
Select the "Service Levels" data set to create your own custom reports

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SCR - Special Customers Requests (Specialty Polymers only)
SCRs are split by Category and the monthly trend is compared to the annual target.
In the second graph, the top deviating items sorts the deviations by Sub-category, GBU Segment and Sold-to (Customer)

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How to count the % of deviated SCRs from Icare?
SCR are considered as deviated when the request was approved while not supported for the Customer due to its GBU Segment
They are distributed by approval date
#Deviated SCR = number of SCR category deviated by at least one Sub-Category
#Deviated SCR Subcategory = number of SCR Subcategory provided while not supported
#SCR = SCR provided, no matter if supported or not
%Deviated SCRs = #Deviated SCR / #SCR



Definitions 

Service Levels
 Purpose and Definition
Scope of order document types
Broken Pallets
The purpose of this service level is to raise a warning or to block sales orders when the order quantity doesn’t respect a multiple of a pallet.
Service level Parameters: The Pallet quantity is fetch in the alternative units defined in the material master data
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
RCM BR Cta.&Ord. Sales
PF1
TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
Catalog Lead Time
The catalog Lead Time is the number of calendar days between the Sales Order creation and the good Issue. This data is stored in the material master data (MRP3 view). It is determined according to the material and the plant.

Purpose of the service level: The goal of this control is to raise a warning / blocking message when the catalog lead time is not respected by the customer.
To respect the Catalog Lead time, the good issue date requested by the customer must be superior to the Sales Order creation date + Catalog lead Time.
Link to SAP training material on WP1
WP1
TA - Standard Order
ZOR - Immediate delivery
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
KL - Sample Order
FG - Free of Charge Order
RCM - BR Cta.&Ord. Sales
PF1
TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
Expedited Delivery
Expedited Orders are orders that require a specific shipping condition that differs from the standard one agreed with the customer.
This new shipping condition will impact the determination of the route thus the associated transit time.
List of shipping conditions considered as ‘expedited’ ones: ‘BT’ - Expedite FTL ‘BU’ - Expedite LTL ‘AH’ - Air unloading point ‘AI’ - Air end customer
Link to SAP training material on WP1
WP1
TA - Standard Order
ZOR - Immediate delivery
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
KL - Sample Order
FG - Free of Charge Order
RCM - BR Cta.&Ord. Sales
PF1
TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
Flexible Delivery
The purpose of the service level (only for NAM & EMEA) is to: 
  • Print the delivery guidelines in order acknowledgement / shipping notification (to the attention of the customers) & transport order (to the attention of the hauliers). 
  • Display a popup if delivery date falls on a weekend to remind that fees could be charged
Link to SAP training material on PF1
PF1
TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR
Minimum Order Value
The minimum order value depends on the GBU, the customer segmentation and the geographical zone (geographical zone of the country of the shipping point).
For each line, 2 values are maintained: MOV for intra-zone orders (countries of the shipping point and the ship-to are in the same zone) MOV for extra-zone orders (countries of the shipping point and the ship-to are not in the same zone).
Deviations/Violations: Orders and value below MOV
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
 ZEXP BR Export
PF1
TD - Standard order
M3 - M3 Reference order
ZORB - Standard Order BR
Minimum Order Quantity

PF1
TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR
MTO Full Batch
Make to Order
Deviations/Violations: Orders below the Full Batch Quantity

Service level Parameters:
The service level parameter is the lot size defined in the material master data MRP1 view. There are two cases :
When it is a fixed lot size (FX) , we will control that the order quantity is a multiple of the fixed lot size
When it is a exact lot size (EX), we will control the order quantity as below:
If both minimum and maximum lot size are populated, then the system checks if the ordered quantity is greater than the minimum lot size AND lower than the maximum lot size, OR the ordered quantity is greater than twice the minimum lot size.
When only the minimum lot size is populated, then the system checks if the ordered quantity is greater than the minimum lot size.
When the minimum lot size is not populated, then no control is done.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
PF1
TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
Order Cancellation
Deviations/Violations with fee if applicable

When the customer requires the cancellation of a sales order item, the CSR will set a reason for rejection. A control will be performed at sales order saving to check if the allowed  ‘order cancellation lead time’ is respected. The allowed ‘order cancellation lead time’ will be compared to the difference between the confirmed goods issue date and the item cancellation date (date of the day). If the allowed ‘order cancellation lead time’ is greater than the requested order cancellation leadtime, then the control considers there is an error, that will be logged as a deviation a the time the change is saved and a deviation reason is entered.
Link to SAP training material on WP1
WP1
TA - Standard Order
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
PF1
TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR
Order Change
When the customer request a change on certain data ( Ship-to party, Incoterms, Shipping conditions ,Customer requested delivery date (at item level), Quantity) a control will be performed at sales order saving to check if the ‘order change lead time’ is respected.
The ‘order change lead time’ will be compared to the difference between the confirmed goods issue date and the order modification date. If the ‘order change lead time’ is greater, then the control is considered KO.
If the changes are taken into account by the CSR a fee can be charged to the customer.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
PF1
TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR
Product Return
This service level allows to identify product returns and have a warning message at the saving of the product return

Purpose of the service level: Have a message to inform the CSR of the material’s stock holding strategy & the expiration date of the returned batch and remind him to check if any restocking fees should be charged to the customer

Returning a product (MTO/MTS) for reasons that are other than quality-related
Allowed against a fee of 30% of order value.
Not allowed after Shelf life has expired.

how many returns (lines)
total restock fee value
Link to SAP training material on WP1
WP1
RE - Returns
REB - BR Devol_Cust's NF
ROB - BR Return_Rhod's NF
LA Ret.Packag Pickup
ZRAG BR Return_Rhod's NF
ZREB BR Dev Cust NF n\ref
PF1
RE - Returns
 R4 Returns free ch.
REA Returns-AR
ZREN Returns NFe Custo BR ZROB Own NFe Returns BR 
Rush Orders (processing time)
Possibility to place an order & have it issued faster than the std lead time deviations form the guidelines and if the fee was applied Definition: Rush Orders are defined as last minute orders which require a short delay between the order entry and the goods issue date.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
RCM - BR Cta.&Ord. Sales
PF1
TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR

BW Sources & Dimensions

BW Queries
Update
[BW_QRY_CPSDSO04_0002] CEM - OTC KPIs (SO Line level)
Daily update of the full time scope due to the display of the deviations at the order creation date

Name in the dashboard
Field name in the query
Field code in the query
Top selections







Reference date
Order creation month year
[0CALMONTH] 
GBU
BFC GBU 
[CPFCTR1_2]
Group Segment
Sold-to party\Business rank (corp) = Account segment 
[C_SOLDID_C_CUSTGRC]
GBU Segment
Customer segmentation
[C_CUSTGR2]
Region  (Ship-to)
Ship-to party (Core)\BFC Geographie/Zone
[C_SHIPTID] C_ZONE] 
Group of Activity
BFC Group of activities
[0G_CWWE01__CPFCTR2_2] 
Customer
See mapping with source fields here

Other selections available




Activity
BFC Activity 1
[0G_CWWE01_C_MAGNITU] 
Country (Ship-to)
Country key
[C_SOLDID_0COUNTRY]
Material
Material
[C_MATNR2]
Product
Commercial Product / Material Group
[C_PROD]
Manufacturing Plant
Order Line\Manufacturing Plant
[C_ITM_SD_C_MANPLNT]
Plant
Plant 
[C_PLANT]
Plant Zone
Plant Zone 
[C_GZONE]
Order Number
Order Number
[C_DOCNUMB] 
Order Line Number
Order Line
[C_ITM_SD] 
Market Cluster
Market Cluster
[C_ITM_SD__C_MAKTCL]
Team Cluster
Team Cluster
[C_DOCNUMB__C_TEAMCL]
Sold-to
Sold-to party
[C_SOLDID]
Sold-to Group
Sold-to party\CRM Customer Corp. Group (PRS)
[C_SOLDID_C_CORPGR] 
Deviation reasons
Broken pallet deviation reason
Broken pallet deviation
[C_REA_BRK]
Expedited Order deviation reason
Expedited Order deviation
[C_REA_EXP]
Flexible Delivery deviation reason
 Flexible Delivery deviation
[C_REA_FDV]
Lead Time deviation reason
Lead Time deviation
[C_REA_LDT]
MTO FB deviation reason
MTO FB deviation
[C_REA_MTO]
Order cancellation deviation reason
Order cancellation deviation
[C_REA_OCC]
Order change deviation reason
Order change deviation
[C_REA_OCH]
Minimum Order Value deviation reason
Minimum Order Value deviation
[C_REA_MIN]
Minimum Order Quantity deviation reason
Min. Ord. Qty reason
[C_MOQREAS]
Product Return deviation reason
Product Return deviation
[C_REA_RET]
Rush order deviation reason
Rush order deviation
[C_REA_RSH]


SCR Sources & Dimensions

Name in the dashboard
Name in Icare
SCR Name + Link to the SCR in Icare
SCR Name + SCR ID
SCR Category
SCR Category
SCR Sub-Category
SCR Sub-Category
Month Year 
Approval date
Sold-to 
Account Name
Sold-to Group
Customer
GBU Segment 
SCR_SCR service level (frozen at the approval time)
Product
Material Group
Note: as the source is Icare, all the other dimensions available in My report don't work with the SCRs count

General Description

12 rolling months trend of the listed indicators

Definition & Calculation

Indicators Link to the definition & calculationApplying Filters
External Sales
CRM Analytics dashboard Sales Performance
Alignment with CRM Analytics 
  • GBU
  • Group of Activity
  • Activity
  • Region (Ship-To Zone)
  • Plant
  • Product Line
  • Archetype
Constrained Forecast & Budget for the 2 next months
Constrained Forecast 
Budget : budget by default, then replaced by BFR6 when available
Alignment with CRM Analytics 
  • GBU
  • Group of Activity
  • Activity
  • Region (Ship-To Zone)
  • Plant
Orderbook & Orderbook Repartition
CRM Analytics dashboard Orderbook
View of the Invoiced, Shipped Not Billed, Confirmed, Not Confirmed, and Open Orders upon 3 months (Current month M, M+1 and M+2), plus the previous month and the same month last year to compare
Total Repartition of the orders split over 3 months (Current month M, M+1 and M+2)
Alignment with Customer Engagement Analysis 
  • GBU
  • Group of Activity
  • Activity
  • Region (Ship-To Zone)
  • Plant
  • Product Line
  • Archetype
DSO & Best DSO (Receivables)
SBS KPIs dashboard DSO & Best DSO
Days of Sales Outstanding of the Account Receivables
  • GBU
  • Group of Activity
  • Activity (Sub-Activity)
  • Region (Payer Geo Zone)
CCR Orderlines (‰)
CRM Quality dashboard CCR (Customer Complaints Rate) for 1000 Orderlines
  • Monthly CCR 
  • 12-months rolling average
  • GBU
  • Group of Activity
  • Activity
  • Region (Ship Destination Zone)
  • Plant (Resolution site)
OTIF (On Time In Full)
Customer (Delivered) Requested & 1st Confirmed
Departure Plant Requested & 1st Confirmed
Global Supply Chain dashboard OTIF
  • Split by number of OTIF and non OTIF orderlines
  • OTIF rate
  • GBU
  • Group of Activity
  • Activity
  • Region (Ship Destination Zone)
  • Plant (Ship Destination)
  • Product Line
  • Archetype
Direct Spend Trend and Repartition
Indirect Spend Trend and Repartition

SBS Purchasing dashboard Spend
Trend of the Spend by Region
Repartition of the Spend by:
  • Domain
  • Segment
  • GBU
  • Region (Plant Zone)
  • Plant

Sources

IndicatorsSourcesScope
External Sales
BW_QRY_MVCOPA01_0004
Chemlogics : BO : SALES TREND & MANAGEMENT REPORT with CONTRIB-MARGIN (period) CWWPPE_R001
Composite Materials: All Order book data (WP1 + Baan + PE1) are added on a weekly basis using a flat file from CM (no longer daily OB updates for WP1 perimeter)
External sales only
Consolidated Entities
Peroxides: JV figures cut (companies 0360, 5985, 6034, 6235)
Constrained Forecast
GBUs in Dynasys: BW_QRY_MVDYN11_0001 
Specialty Polymers: Picaso
Aroma Performance
Novecare
Peroxides
Silica
Soda Ash
Special Chem
Technology Solutions
Budget
BW_QRY_MVSDSO61_0001
BFR6: latest update 
Special Chem: Commercial Roadmap in SalesForces
Orderbook & Orderbook Repartition
Sales Orders: BW_QRY_MVSDSO41_SD004
PO Orders: BW_QRY_MVSDSO47_001
Chemlogics : BO : ORDER BOOK BUSINESS VIEW (TO BE INVOICED) CWWPPS_RO001
Composite Materials: All Order book data (WP1 + Baan + PE1) are added on a weekly basis using a flat file from CM (no longer daily OB updates for WP1 perimeter)
External sales only
Consolidated Entities
Peroxides: JV figures cut (companies 0360, 5985, 6034, 6235)
Composite Materials: Product Line Level not available
DSO & Best DSO (Receivables)
BW_QRY_MVFIAR01_0001
When no GBU is selected, the Group DPO includes CBS&Others and Energy Services to align with the Values communicated by the Credit Management team 
  • GL Account Subtype = Products & Services
  • PRS Customer
    <> 2200000000 CLIENTI
    <> 1039781 SIEMENS FINANCE & LEASING GMBH
CCR Orderlines (‰)
Complaints : CRM Salesforce.com and iCare for Specialty Polymers
Order Lines : BW_QRY_MVSDSO57_0001
Severity: All except anomalies
Internal complaint = No
Justified/Valid Complaints = Yes
Additional filters for Specialty Polymers:
  • Status ≠ Archived & Rejected
  • Product Family ≠ Monomers
  • Valid = Yes AND Blank
Direct Spend Trend and Repartition
Indirect Spend Trend and Repartition
BW_QRY_MV_SPD01_0004
Internal Partner = No
Spend including 100% JV
Domain: Logistics, Packaging, Energy and Raw Materials only

Owners

IndicatorsKPI OwnerIS Reporting Coordinator
External Sales
Charlotte Rollier
Charlotte Rollier
Constrained Forecast
Lilian Cheong
Laure Pichot-Plasse
Budget
GBU Sales & Marketing / Finance
Orderbook
Diogo Paiva
Diogo Paiva
DSO & Best DSO
Aurelie Mazerot
Charlotte Rollier
CCR Orderlines (‰)
Diogo Paiva
Diogo Paiva
OTIF (On Time In Full)
Joelle Hilaire
Diogo Paiva
Spend
Sylvie Severini
Sylvie Severini