CCR (Customer Complaint Rate)

Scope Complaints:

All complaint types are included in the calculation except for complaints with the "Anomaly" severity assigned to them. 

For Specialty Polymers, the severity has been mapped  (Low + "" No selection (blank)=> Standard, Medium => Major, Critical => High) to be able to display the CCR that is split. This rating is only informative and is not tied to any action. In Icare, the severity is called "Priority" and complaints with no value or "Prority 1" (this one is not actually used) don't appear.
In addition, the Product Family = Monomer is excluded in background.

Scope Order Lines and Deliveries (header): *except PEPOL (see below scope for PEPOL)

Base date:

• Complaints : Received Date

• Order lines - Order line creation Month (Y, Y-1 and Y-2)

• Deliveries - Actual GI Month (Y, Y-1 and Y-2)

Services , Packaging, Internal GBU sales and Sold entities are excluded:

• Exclusion of material types services and packaging (i.e. units in KWH): PF1/Z703  WP1/ZDIE WP1/ZVER WP1/ZUNB

• Exclusion of SOLD entities (consolidation method = SOLD)

• Intra GBU flag = N
  

Sales Order Types included:

BW Key Figures used:

• Number of Total Order Lines

• Based on the dimension Delivery Number and then counted in Qlikvew (COUNTDIST: [C_DELNUM2] Delivery Number

Complaints

CRM Salesforce.com

iCare for Specialty Polymers - Product Family "Monomers" is excluded

Order Lines

CORE: BW_QRY_MVSDSO57_0001

QV: QVBW_QRY_MVSDSO57_0001

Deliveries

CORE: BW_QRY_MVSDSO57_0002

QV: QVBW_QRY_MVSDSO57_0002

PEPOL

BI4: QV Complaint CRM by GBU CWWPPS 001

Scope:

1) Query filters - Delivery types included: LF & LFB & ZLF (OUTBOUND DELIVERY), NL (REPLENISHMENT DLV.), NLCC (REPLEN.CROSS-COMPANY)

2)  IECRA code "IECRA01154";"IECRA00375", Division (SA) code "HY";"KV", Delivery Flow Code "R", Order Document Type Code "ZKL" (SAMPLE ORDER), "KL" (SAMPLE ORDER), "FG" (FREE O CHARGE  ORDER), "KE" (CONSIGNMENT ISSUE)