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Info
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titleProcess Owner
Benot Soulie
Dominique Clerbois
Head of WW
Process Performance
Customer Relations


Info
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titleD&PS Expert
Miriam Luttrin



General Description

Rating collected from Business Relationship Manager (BRM) and Customer Relationship Manager (CRM) for SBS services rendered. Survey is sent to all GBUs and functions each quarter to collect feedbacks. Collection of rating is done and updated quarterly.
The rating is as follow :
0 - Not applicable 
3 years of GBUs Actual Destination Costs. Easily analyse/compare Actual Costs for current year vs last 2 years
1 - Not Satisfactory 
2 - Need Improvement
3 - Satisfactory 
4 - Very Good
5 - Outstanding


  • Average score and Number of Answers by GBU & Function represents the average scoring and the number of answers received from GBU & from Function depending on the selected quarter
  • Average score by Process represents the average scoring given by both GBUs and Functions   to each Process for the selected quarter
  • Score by Service represents the total scoring of each service given by all GBUs and all Functions
  • SBS Summary is the total average score received from GBUs and Functions for all the SBS Services by quarter
  • Details of the Average score for each Process, Service by quarter with an indication of the trend of the current quarter vs the previous quarter. The details of the score given by the GBUs and the Functions each quarter is also available
  • Net Promoter score shows the repartition in number and in % of Promoters, Passives and Detractors of SBS Services depending on the selected period
Details of Actuals Costs by year split by Function (Cost Center hierarchy) Region, Plant, 2 - Function (Cost Element hierarchy). Actuals Costs of the current year are compared with the Actuals Costs of Y-1 (same period). A comparison with the budget is available by clicking on "Production Costs"
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Info
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titleTarget Users
  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors
  • Finance
  • Controlling
  • Industrial


Info
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titleAuthorization & Rights
All the accesses must be validated by the
GBU Finance or Industrial Directors
Authorisations' rights per GBU, Zone, Plant
SBS General Manager
Access form



Calculation 
Actual Destination
All costs which are debit/credit postings. It includes both Primary and Secondary costs (refer below table on Cost type, Cost Element & Cost Category).
Type
Cost Element Group 1
Cost Element Group 1
Primary
ZRCS-AC Actual Fixed Costs
ZRCS-OTH Others
ZRCS-VSE Variable Selling Exp
01 Primary Costs/Cost-reducing revenue
03 Accrual/deferral per surcharge
04 Accrual/deferral per debit=actual
11 Revenues
12 Sales deduction
22 External settlement
Primary
ZRCS-Sale
01 Primary Costs/Cost-reducing revenue
03 Accrual/deferral per surcharge
04 Accrual/deferral per debit=actual
11 Revenues
12 Sales deduction
21 Internal settlement
22 External settlement
42 Assessment
43 Internal activity allocation
Primary
ZRCS-ACAMO Actual Depreciation
01 Primary Costs/Cost-reducing revenue
03 Accrual/deferral per surcharge
04 Accrual/deferral per debit=actual
11 Revenues
12 Sales deduction
22 External settlement 
Secondary
ZRCS-ACAMO Actual Depreciation
21 Internal settlement
31 Order/project results analysis
41 Overhead rates
42 Assessment
43 Internal activity allocation
50 Project-related incoming orders: sales revenue
51 Project-related incoming orders: other revenue
52 Project-related incoming orders: costs
61 Earned value
Secondary
ZRCS-AC Actual Fixed Costs
ZRCS-OTH Others
ZRCS-VSE Variable Selling Exp
 
21 Internal settlement
31 Order/project results analysis
41 Overhead rates
42 Assessment
43 Internal activity allocation
50 Project-related incoming orders: sales revenue
51 Project-related incoming orders: other revenue
52 Project-related incoming orders: costs
61 Earned value
  
Budget - GBU
It corresponds to Plan Value V0 or V1 (budget entered on the cost centers in the ERP)
  • V0 - Version 0: This is the Standard Cost Estimate (Max capacity)
  • V1 - Version 1: This is a version that can be used freely in the ERP
Note: The V0 is currently filled only for production cost centers.
Average Score
Each GBU and Function represents the same weighted value of 1 out of the total number of GBUs and Functions. Equally each Service within a Process represents a weighted value of 1 out of all the services within the given process.
From the Raw Data :
  1. calculation of the average that each GBU/Function gave to each Service
  2. from those averages we calculate directly :
    • Services score
    • Process score
    • GBU/Functions score
    • Overall score

Image Added

  
Net Promoters
It corresponds to the numbers of each score receveid from GBUs and Function split by the following scale :
  • 4 or 5 => Promoter
  • 3 => Passive
  • 1 or 2 => Detractor


Sources

Average Score

Net Promoter
Core query
SBS Quarterly Survey
SBS Quarterly Survey
QV query
google file - "SBS Customer Satisfaction Dashboard"
google file - "SBS Customer Satisfaction Dashboard"
Refresh frequency
Quarterly
Quarterly


Specific Dimensions

  • Region
  • GBU & Function
  • Process


Scope

  • Current year
  • Y-1

Sources

Actual Destination Fixed Costs

Budget - GBUs
Core query
BW_QRY_MPR_FC003_0003
BW_QRY_MPR_FC003_0003
QV query
QVSBS_BW_QRY_MPR_FC003_0003
QVSBS_BW_QRY_MPR_FC003_0003
Refresh frequency
Daily (from the 1st to the 10th of the month) - Last 3 months update
Daily (from the 1st to the 10th of the month) - Last 3 months update
Filters
  • 1 Organisation = ZCBS- FUNCT, ZCBS-CORPO, ZCBS-ICO, ZCBS-PROJ
  • Fixed Cost Group 1 = ZRCS-SALE, ZRCS-VSE, ZRCS-OTH, ZRCS-AC
  • 2 Function <> ECP, EACR, EPSRO, ECPVSE, EDISC, ESERV
Split Plan into : Plan V0 and Plan V1

Specific Dimensions

  • 1 - Organisation
  • 2 - Function
  • 3 - Sub Function Group
  • 4 - Sub Function
  • Fixed Costs Group 1
  • Fixed Costs Group 2

Scope

  • The dashboard includes the current year , Y-1 and Y-2
  • CBS/Functions & GBUs Cost Centers (GBUs not using the necessary master data (hierarchies) are not included
  • Only GBUs and CBS/Functions cost centers are included (Others are excluded via the 1 - Organisation group).
      • ENTRP - Enterprise Fixed Costs follow up are included
      • ZCBS-CORPO - Corporate Functions are included
      • ZCBS-FUNCT - Function Services are included
      • ZCBS-PROJ - Services Projects (Out of guarantee) are included
      • ZCBS-ICO - ICO Intercompany are included
  • Only Fixed Costs Cost Centers are included (Filtered via the 2 - Function group)
      • ECP - Variable Costs are excluded
      • EACAR - Other Operating Expenses are excluded
      • EPSRO - Post Operating Result are excluded
      • ECPVSE - Variable Sales Expenses are excluded
      • EDISC - Discontinued are excluded
      • ESERV - Services are excluded
  • Cost Elements excluded from Fixed Costs group 4
  • ZRCS-WC30 Impots prop CA are excluded
  • ZRCS-WC31 Dt. entree etrang are excluded
  • ZRCS-W41 Sale Roylty paid are excluded
    • ZRCS-WC42 Sale Roylty revn are excluded