General Description - CCR (Customer Complaint Rate) |
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CCR is the customer complaint rate. It is calculated as follows:CCR Calculations Monthly CCR: Method 1: (Number of Complaints created in SFDC in month M) * 1000 ------------------------------------------------------------------------------------------------- Number of order lines having a delivery with good issue in month M / Method 2: (Number of Complaints created in SFDC in month M) * 1000 ------------------------------------------------------------------------------------------------- (Number of order lines having a delivery with good issue in the past 12M) / 12 Rolling CCR: (Number of complaints created in SFDC in 12 month/12) * 1000 --------------------------------------------------------------------------------------------------- (Number of order lines having a delivery with good issue in the past 12M/12) This calculation provides a number with which to compare whether the rate of complaints is increasing or decreasing based on the ratio with the orders. Another way of stating this is the number of complaints vs number of order lines. All complaint types are included in the calculation except for complaints with the "Anomaly" severity assigned to them. Order lines used in the calculation are as follows: For orders entered in WP1 system: 1) Query filters - Delivery types included: LF & LFB & ZLF (OUTBOUND DELIVERY), NL (REPLENISHMENT DLV.), NLCC (REPLEN.CROSS-COMPANY) 2) Custom filters excluded by GBU: - Aroma Performance: Entreprise "ENTRP00163", Delivery Flow Code "R", IECRA code "IECRA01049";"IECRA01142";"IECRA01147". - Performance Polyamide (ex-EP): 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) - Peroxides: Order Document Type Code "KL" (SAMPLE ORDER) - Special Chem: *including only* Order Document Type Code "TA" (STANDARD ORDER), "KB" (CONSIGNMENT FILL-UP), "SB" - Novecare: Order Document Type Code "ZFAC" (Standard Order), "KL" & "ZKL"(SAMPLE ORDER),"FG" (FREE OF CHARGE ORDER), "ZFEF" & "ZEFF" (TOLLING) - Silica: Order Document Type Code ""KL" & "ZKL"(SAMPLE ORDER),"FG" (FREE OF CHARGE ORDER), but including Order Document Type Code NB & UB. - Others: Delivery Type Code NL (REPLENISHMENT DLV.), NLCC (REPLEN.CROSS-COMPANY), Delivery Flow Code "R". - For orders entered in PF1 system, we include only : 1) Order Lines with a goods issue date the past 548 days (18 months) 2) Order Types: TD (Standard Order), TDCC, KB (Consign. Fill-up), KBCC (CC Consign.Sto.), SB (Third-p.dir order) The Monthly and 12 month Rolling CCR graph displays the CCR rate and how it has changed over time by month with a split by the differing severity types. You can change between monthly and rolling monthly (Method 1 and 2 calculations) by clicking the appropriate button on the graph. You can change the calculation to be by order lines or # of deliveries, depending on preference. You can also change the view for the CCR by using the toggle at the bottom right. See picture below for available views:  The CCR Detail table allows you to view the details of the CCR related data, including the order line numbers and other info. Like other indicators, the cyclical can be used to change the view. Right click on it it get a list of available views:  |
Sources |
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Complaint: CRM Salesforce, BW, BI4 | Order Lines:WP1 data (BI4) = QV Complaint CRM by GBU CWWPPS 001PF1 data (BW) = QVSD_BW_QRY_DBSDSO14_0001 |
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