Leadtime

General Description - Leadtime

Lead time computation 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).

*calendar days

Lead time objectives 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

"On-going" status

As soon as one status is reached, the next one is starting: it is WITH on-going status. So we start to compute it using the current date
Example: status Under-Investigation is reached, we started to compute lead time to go to status Under-Review. Lead time = current date minus Under-Investigation date
Without Status: When the "Without" status is selected it means that we do not fill in the current date for the latest status and only use dates that are available on Salesforce.com.
On-going status are taken in consideration in averages and percentages computation

L0 represents the number of days between the reception of the complaint and its creation in SFDC ----> ROCS KPI.

Below is a graphic showing the different areas related to lead time:

Sources
CRM Salesforce	CRM Salesforce
BW	BW_QRY_DBSDSO14_0001

Page tree

Leadtime

CRM Team

Diogo Paive & Laurence De-Zeeuw

EMEA: Stéphane Bourgeaud-lignot

NAM/LAM: Karina Tsuji

APAC: Lilian Cheong

Lead time computation 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).

*calendar days

Lead time objectives 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

"On-going" status

As soon as one status is reached, the next one is starting: it is WITH on-going status. So we start to compute it using the current date

Example: status Under-Investigation is reached, we started to compute lead time to go to status Under-Review. Lead time = current date minus Under-Investigation date

Without Status: When the "Without" status is selected it means that we do not fill in the current date for the latest status and only use dates that are available on Salesforce.com.

On-going status are taken in consideration in averages and percentages computation

L0 represents the number of days between the reception of the complaint and its creation in SFDC ----> ROCS KPI.

Below is a graphic showing the different areas related to lead time:

CRM Salesforce

CRM Salesforce

BW

BW_QRY_DBSDSO14_0001

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.

Lead time computation 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).