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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.


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
The default view is Year-To-Date but you can adjust the time using the filter on top of the page.
The reference date is the order creation date.


This page begins with a scorecard to quickly visualize our performance on the service levels compared to the targets set up by each GBU.



Definition 

Service Levels Purpose and DefinitionScope 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


Catalog Lead TimeDefinition: 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.

Expedited DeliveryExpedited 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
Minimum Order ValueThe 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 shipto are in the same zone) MOV for extra-zone orders (countries of the shipping point and the shipto are not in the same zone). Deviations/Violations: Orders and value below MOV
MTO Full BatchMake to Order
Deviations/Violations: Orders below the Full Batch Q

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.

Order CancellationDeviations/Violations with fee if applicable

Définition:

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.

Order ChangeWhen 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.

Product ReturnDefinition: The product return service level allow 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

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.

Sources

QueriesUpdateFilters
BFC Group of activitiesDaily update

Dimensions

Global Overview of 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 SegmentSold-to party\Business rank (corp) = Account segment [C_SOLDID_C_CUSTGRC]

GBU SegmentCustomer segmentation[C_CUSTGR2]

Ship-to RegionShip-to party (Core)\BFC Geographie/Zone[C_SHIPTID] C_ZONE] 

Sold-to GroupSold-to party\CRM Customer Corp. Group (PRS)[C_SOLDID_C_CORPGR] 

Year


Month

Other selections available
Group of Activity
BFC Group of activities
[0G_CWWE01__CPFCTR2_2] 

Manufacturing Plant
BFC Activity 1 [0G_CWWE01_C_MAGNITU]
C_ITM_GS_C_MANPLNT

Plant
Plant 
[C_PLANT]

Zone
Plant Zone [C_GZONE]


Country
Plant Country [0COUNTRY]


Plant
Plant [C_PLANT]


Zone
Ship-to Geo Zone [C_SHIPTID__C_GZONE]


Country
Ship-to Country [C_SHIPTID__0COUNTRY]


Corporate Group
Corporate group [C_SHIPTID__C_CORPGR]


Ship Destination
Ship-to [C_SHIPTID]


Product Hierarchy
Prod.hierarchy [C_MATNR2__0PROD_HIER]


Product
Comm. Prd / Material [C_MATNR2__C_PROD]


Bulk/Packed
Transportation Group [C_MATNR2__C_BULPAC]


Transport Mode
Transportation mode [C_SHIPCD2__C_TR_MODE]

Deviation reasons
Intra-GBU
Intra-GBU Flag [C_ITM_GS__C_INGBUF2]




Sales/Replenishment
QV Mapping

Order Doc. Type
Order Document Type

Cause
Non OTIF Family [C_AUGRU__C_NOTIFGP]

Non-OTIF Reason
Non OTIF Reason [C_AUGRU]


Not able to find the solution? Contact SBS Support.

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