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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

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 :
  • 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
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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

 
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

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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