Versions Compared

Old Version 3

changes.mady.by.user Marie-Line Ardito

Saved on

compared with

New Version Current

changes.mady.by.user Marie-Line Ardito

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

 

Info
iconfalse
titleProcess Owner
Benot Soulie
Dominique Clerbois
Head of WW
Process Performance
Customer Relations
Info
iconfalse
titleD&PS Expert
Miriam Luttrin

General Description

Complaints and incidents received from GBUs & Functions on SBS quality of services rendered. The objective of these indicators is help SBS organisation to continue improving to provide better services to its stakeholders.
There are two sessions :
Creation of complaints for the selected period
Pending of complaints for the selected period
  • Created :
Global trend of the creation and the closure of complaints by month. Pending complaints by month are also available
    • Number of complaints received by each Process on the selected period
    • Number of complaints received by each Sub Process on the selected period
    • Number of complaints received from each GBU & Function on the selected period
       
Global trend by average time taken to closed the tickets by either SBS IS or SBS DPS
  • Pending
Pending complaints and incidents that are still open or in progress for the selected period.
    • Number of pending complaints on the selected period
    • Number of pending complaints split by status on the selected period
    • Number of pending complaints according to it's aged pending on the selected period
    • Detail of pending complaints on the selected period : source, case number, aging, opening date....
As for 24th Oct, SalesForce ticketing tool is fully replaced by Freshdesk.
With the change, affected indicators are not update anymore until further notice
Info
iconfalse
titleTarget Users
  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors
Info
iconfalse
titleAuthorization & Rights
All the accesses must be validated by the
SBS General Manager
Access form
Calculation

Sources

 
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 Removed

  
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

Created Complaints

Pending Complaints
Core query
  
QV query
Manual extractions from: 
  • Salesforce - Complaints entered for Service Centers and IS for 2015
  • e-Room - Historical figures IS complaints for Rhodia Legacy (2014)
  • VIP Complaints & incidents follow-up file - Google file "SBS VIP Complaints" - Complaints received from GBUs, Functions and General Management
Manual extractions from: 
  • Salesforce - Complaints entered for Service Centers and IS for 2015
  • e-Room - Historical figures IS complaints for Rhodia Legacy (2014)
  • VIP Complaints & incidents follow-up file - Google file "SBS VIP Complaints" - Complaints received from GBUs, Functions and General Management
Refresh frequency
Monthly (1rst day for M-1 data)
Monthly (1rst day for M-1 data)

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
  • Site

Scope

  • Current year
  • Y-1