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D&PS Expert

Donia Rachdi

D&PS Regional Animators

Emma Glasson (EMEA)
Karina Tsuji (LATAM +NAM)
Lilian Cheong (APAC)

KPI owners

Roberta Navone
Rosa Lobato
Vincent Rosier

Authorization & Rights

Request access using the Access form   
Access validation to be defined

General Description

This page is meant to monitor the deviation to the services levels provided to our customers by GBU segment.

Even if a deviation is activated on an orderline, the deviation reason is logged at the header level.

As a consequence, we consider here the number of deviated orders, regardless the number of deviated line items within that order.

Here is where the service levels are located in SAP: header details > Additional data B


Important note: the service levels are set up for each GBU, each service element and each GBU segment in SAP.

What is monitored and calculated in this dashboard is the deviation based on the error mode when the CSRs manage the orders.

Indicators
This page begins with a scorecard to quickly visualize your overall year-to-date performance on the service levels compared to the targets set up by each GBU.

The color coding guides you to identify is you are below the target (Green), 1.5 times above the target (Yellow), or far from the target (Red)
Then a serial of graphs allow you to deep dive in the details of the deviated orders, service element by service element
Compare your monthly performance to the target      
Check the evolution of the deviated orders and amount of charged fees
Check the repartition of the deviation reasons used
In the end, rank your main deviators using the final recap table, where you can apply further selections and export it if necessary.
Focus on My Report page
Select the "Service Levels" data set to create your own custom reports

Definition 

Service Levels
 Purpose and Definition
Scope of order document types
Broken Pallets
The purpose of this service level is to raise a warning or to block sales orders when the order quantity doesn’t respect a multiple of a pallet.
Service level Parameters: The Pallet quantity is fetch in the alternative units defined in the material master data
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
RCM BR Cta.&Ord. Sales
Catalog Lead Time
The catalog Lead Time is the number of calendar days between the Sales Order creation and the good Issue. This data is stored in the material master data (MRP3 view). It is determined according to the material and the plant.

Purpose of the service level: The goal of this control is to raise a warning / blocking message when the catalog lead time is not respected by the customer.
To respect the Catalog Lead time, the good issue date requested by the customer must be superior to the Sales Order creation date + Catalog lead Time.
Link to SAP training material on WP1
WP1
TA - Standard Order
ZOR - Immediate delivery
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
KL - Sample Order
FG - Free of Charge Order
RCM - BR Cta.&Ord. Sales
Expedited Delivery
Expedited Orders are orders that require a specific shipping condition that differs from the standard one agreed with the customer.
This new shipping condition will impact the determination of the route thus the associated transit time.
List of shipping conditions considered as ‘expedited’ ones: ‘BT’ - Expedite FTL ‘BU’ - Expedite LTL ‘AH’ - Air unloading point ‘AI’ - Air end customer
Link to SAP training material on WP1
WP1
TA - Standard Order
ZOR - Immediate delivery
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
KL - Sample Order
FG - Free of Charge Order
RCM - BR Cta.&Ord. Sales
Minimum Order Value
The minimum order value depends on the GBU, the customer segmentation and the geographical zone (geographical zone of the country of the shipping point).
For each line, 2 values are maintained: MOV for intra-zone orders (countries of the shipping point and the ship-to are in the same zone) MOV for extra-zone orders (countries of the shipping point and the ship-to are not in the same zone).
Deviations/Violations: Orders and value below MOV
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
ZEXP BR Export
MTO Full Batch
Make to Order
Deviations/Violations: Orders below the Full Batch Quantity

Service level Parameters:
The service level parameter is the lot size defined in the material master data MRP1 view. There are two cases :
When it is a fixed lot size (FX) , we will control that the order quantity is a multiple of the fixed lot size
When it is a exact lot size (EX), we will control the order quantity as below:
If both minimum and maximum lot size are populated, then the system checks if the ordered quantity is greater than the minimum lot size AND lower than the maximum lot size, OR the ordered quantity is greater than twice the minimum lot size.
When only the minimum lot size is populated, then the system checks if the ordered quantity is greater than the minimum lot size.
When the minimum lot size is not populated, then no control is done.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
Order Cancellation
Deviations/Violations with fee if applicable

When the customer requires the cancellation of a sales order item, the CSR will set a reason for rejection. A control will be performed at sales order saving to check if the ‘order cancellation lead time’ is respected. The ‘order cancellation lead time’ will be compared to the difference between the confirmed goods issue date and the item cancellation date (date of the day). If the ‘order cancellation lead time’ is greater, then the control is considered as KO.
Link to SAP training material on WP1
WP1
TA - Standard Order
ORB - BR Standard order
KB - Consignment Fill-up
KBB - BR Consig&Loan Deliv
ZEXP - BR Export
Order Change
When the customer request a change on certain data ( Ship-to party, Incoterms, Shipping conditions ,Customer requested delivery date (at item level), Quantity) a control will be performed at sales order saving to check if the ‘order change lead time’ is respected.
The ‘order change lead time’ will be compared to the difference between the confirmed goods issue date and the order modification date. If the ‘order change lead time’ is greater, then the control is considered KO.
If the changes are taken into account by the CSR a fee can be charged to the customer.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
Product Return
This service level allows to identify product returns and have a warning message at the saving of the product return

Purpose of the service level: Have a message to inform the CSR of the material’s stock holding strategy & the expiration date of the returned batch and remind him to check if any restocking fees should be charged to the customer

Returning a product (MTO/MTS) for reasons that are other than quality-related
Allowed against a fee of 30% of order value.
Not allowed after Shelf life has expired.

how many returns (lines)
total restock fee value
Link to SAP training material on WP1
WP1
RE - Returns
REB - BR Devol_Cust's NF
ROB - BR Return_Rhod's NF
Rush Orders (processing time)
Possibility to place an order & have it issued faster than the std lead time deviations form the guidelines and if the fee was applied Definition: Rush Orders are defined as last minute orders which require a short delay between the order entry and the goods issue date.
Link to SAP training material on WP1
WP1
TA Standard Order
ORB BR Standard order
KB Consignment Fill-up
KBB BR Consig&Loan Deliv
ZEXP BR Export
RCM - BR Cta.&Ord. Sales

Sources

BW Queries
Update
[BW_QRY_CPSDSO04_0001] CEM - OTC KPIs (SO Header level)
Daily update

Dimensions


Name in the dashboard
Field name in the query
Field code in the query
Top selections







Reference date
Order creation month year
[0CALMONTH] 
GBU
BFC GBU 
[CPFCTR1_2]
Group Segment
Sold-to party\Business rank (corp) = Account segment 
[C_SOLDID_C_CUSTGRC]
GBU Segment
Customer segmentation
[C_CUSTGR2]
Region (Ship-to)
Ship-to party (Core)\BFC Geographie/Zone
[C_SHIPTID] C_ZONE] 
Sold-to Group
Sold-to party\CRM Customer Corp. Group (PRS)
[C_SOLDID_C_CORPGR] 
Other selections available




Group of Activity
BFC Group of activities
[0G_CWWE01__CPFCTR2_2] 
Manufacturing Plant
Order Line\Manufacturing Plant
[C_ITM_SD_C_MANPLNT]
Plant
Plant 
[C_PLANT]
Plant Zone
Plant Zone 
[C_GZONE]
Order number
Order Number
[C_DOCNUMB] 
Deviation reasons
Broken pallet deviation reason
Broken pallet
[C_REA_BRK]
Expedited Order deviation reason
Expedited Order
[C_REA_EXP]
Lead Time deviation reason
Lead Time
[C_REA_LDT]
MTO FB deviation reason
MTO FB deviation
[C_REA_MTO]
Order cancellation deviation reason
Order cancellation
[C_REA_OCC]
Order change deviation reason
Order change
[C_REA_OCH]
Minimum Order Value deviation reason
Minimum Order Value
[C_REA_MIN]
Product Return deviation reason
Product Return
[C_REA_RET]
Rush order deviation reason
Rush order
[C_REA_RSH]


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