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Info
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titleProcess Owner
Benoit Soulie
Head of WW Process Performance
Info
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titleD&PS Expert
Miriam Luttrin

General Description

Key Business Issues expressed by GBUs and Functions during different events (Quarterly Customer Dashboards, One-to-one meetings, SBS GBU Steercos, etc.). The objective is to register, follow-up closely and monitor all key issues reported by stakeholders to define and implement action plans and improve the services delivered by SBS.


  • Number of Business Issue created, closed pending on the selected period
  • Average time to close a Business Issue (calendar days)
  • Number of Business Issues by Action Type on the selected period
  • Trend of Business Issues by Month with a split by Status
  • Number of Business Issues ranked by GBU/function, by Process or by Type
  • Number of Business Issues by Zone or by Event Group on the Selected period
  • Details of Pending Business Issues with the Reference, the aging, the status, the priority...The list of Closed Business Issue with the same details is available by clicking on "Closed"
Satisfaction evaluation on the A,B,C projects closed.
Upon closure of a project, stakeholders who participated in the project will receive an eSurvey for A, B C projects. The project is consider as surveyed as soon as the Project Manager receive a answer to the e-survey.
  • Number and % of Project Surveyed for the selected quarter
  • Average score for the projects for which a survey was conducted (out of 10)
  • Detailed table displays the list of closed projects being surveyed with scoring achieved (out of 10). By clicking on the Project Code, it will open the project within Accolade.
Base on the End_date in Accolade
Info
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titleTarget Users
  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors
Info
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titleAuthorization & Rights
All the accesses must be validated by the
SBS General Manager
Access form
Calculation

Sources

 
Number of Projects Surveyed
Number of projects closed (A,B,C) for which the Project Manager conducted a successful stakeholder satisfaction survey.**If a project with a customer satisfaction score is -1% or -0,5%, they refer to an "irrelevant" project (meaning that the project had been stopped or frozen, etc.). These are not calculated in "projects surveyed"
% Projects Surveyed
Number of projects surveyed versus the number of projects that are subject to be surveyed (total closed A,B,C projects)

Business Issue

QV query
Manual file - Google File - "SD&Business Relations Issues and Action Follow-Up
Refresh frequency
Monthly (1rst day for M-1 data)
Daily - full reload

Specific Dimensions

  • Region
  • GBU & Function
  • Process

Sources

Project Stakeholder Satisfaction

Core query
Accolade
QV query
Accolade
Refresh frequency

Scope

  • Current year
  • Y-1