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Info
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titleOwner Compaints
CRM Team

 

 

       Quality OverviewImage Removed

 

 


Info
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titleIS Reporting Coordinator
Diogo Paive & Laurence De-Zeeuw


Info
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titleD&PS Expert
EMEA: Stéphane Bourgeaud-lignot
NAM/LAM: Karina Tsuji
APAC: Lilian Cheong
Miriam Luttrin



General Description - Leadtime

Lead time computation
Leadtime calculation is based on the
complaint status.
For example, leadtime L3 is the number of days between the date when the complaint has its status changed from "under investigation" to the date when its status changed to "under review" (Or essentially it is the investigation duration).Lead time objectives (in blue)
numbers of days a complaint takes to go from one status to another.

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Image Added Targets:
The targets are defined by GBU (in number of days and percentages)
They are not mandatory. Objectives can be given in number of days only (without percentages).

LEAD TIME computation

  • Number of days between 2 statuses
    • If the date is the same between 2 statuses: Leadtime = 0 day
    • If status 1 = date and status 2 = date + 1: Leadtime = 1 day
  • Lead time between non successive status
    • Computed with start/end dates, even if some status are missing between
      Example: lead time "new ---> Under review" = number of days between date-new & date-under-review, even if status under-investigation is missing
  • Lead time "new ----> Under Investigation"
    • Status "acknowledgement sent" not taken in consideration as itself. L1+L2 are always merged in the dashboard
  • Closed days
    • Lead times are computed using 7 days a week. Closed days and week-end are taken in account the same as all other days of the week.
  • Missing status
    • Lead times that can't be computed is due to the ending status being missing
      Example: lead time "new ----> Under review" can't be computed if current status more than under-review and if status under-review is missing
    • Only status RECEIVED, NEW and CLOSED are mandatory status in the complaint in SFDC


    KPI definition & calculations

    Image Added

    Image AddedExceptions
    GBULeadtimeCondition
    Aroma Performance
    Coatis                                                           
    L2   
    Investigation Start Date          
    If sample is requested:
    Sample Received Date
    Investigation Start Date   vs.   Review Start Date  


    Image Added"On-going" status

    As soon as one

    :

    Image Added
      Right after a status is
    reached
    achieved, the next one
    is starting: it is on-going. So we
    start to
    compute it
    be computed using the current date
     
    Example:
    status

    Status Under-Investigation is reached, we started to compute lead time to go to status Under-Review. Lead time
    = current date minus
    :
    Current date vs. Under-Investigation date
  • On-going status are taken in consideration in averages and percentages computation
    • Image Added
     The current date is not take in consideration for the latest status. Only dates available on Salesforce.com is used

    Info
    titleAdditional Informations
    • Only status RECEIVED, NEW and CLOSED are mandatory status in the complaint in SFDC



    Sources


    CRM Salesforce
    CRM Salesforce
    BW
    BW_QRY_DBSDSO14_0001

     

     

    Sources

     

    Salesforce.com
    Salesforce.com Quality

    Specific Dimensions

    See relevant section for Specific Dimensions.

    Scope

    • Quality data for all CRM Active GBUs related to Complaints, Customer Requests, and Sample Requests
    Info
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    titleAuthorization & Rights

    Authorization & Rights

    All the accesses must be validated by:

    GBU CRM Champions

    or

    GBU Quality Manager

    Click here for the Access form to get access to Analytics.

    Access Rights and Dashboard Entry Points - Click here for descriptions.