RES Key Account Dashboard – Claims

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Summary description

Claims KPI simply counts the number of claims received from the customers (internal or external).

Detailed description

Displays

Graphic

Graphic shows the number of claims received by period. The main analysis dimension can be changed via the cyclic selection on the top right corner:

Important note If during a period no claims were received, the period will not be shown at all!

Example bellow where no claims were received in December or January:

Detail Table.

Table shows the number of claims received by period.

  1. cyclic on the left side of the table allows changing the main analysis axis.

Important note If during a period no claims were received, the period will not be shown at all!

Time dimension

The period is based on the claim reception date.
You can choose to display by Month, Quarter or Year.

Status dimension

In this dashboard the status of the claim is simplified compared to the status in SMART.

Instead of 6 different statuses, in this dashboard there are only 2: Open or Closed.

SMART Claims
Status*
  • ES KA Claims
    Status

Not sent

Open

Ongoing 2/4

Open

Ongoing 3/4

Open

Ongoing 4/4

Open

Closed

Closed

Completed

Open

Other Dimensions

Several dimensions are available for display or filtering.

See next chapter on how this information is determined.

Dimension Description From
SMART*
  • rom
    Sales Order

IECRA

The market from the sales order

 

X

Legal Entity

Company invoicing the sales order

 

X

Mat.Ent.Grp

Material Enterprise Group. Grouping of several products

 

X

Mat.Ent.Sub Grp

Material Enterprise Sub Group. Grouping of several products

 

X

Motives

Motive of the claim (Packaging, delivery...)

X

Plant

The delivery plant (plant shipping the goods)

 

X

Prod Plant

The production plant of the material.

 

X

Product

Grouping of materials as Commercial Products

 

X

Resolution Plant

Plant that solved the claim.

X

Severity

Severity of the claim (Standard, Critical...)

X

Ship to

The delivered customer from the sales order

 

X

Ship to Country (or "Country")

Country where the goods were shipped.

 

X

Ship to KA

Ship to Key Account. This is a grouping of several customers into a “Key Account” group

 

X

Ship to zone (or "Ship to Location")

Geographical zone of the Ship to Customer

 

X

Status

Current status of the claim (Open or closed)

X

Filters

Dimensions from the Sales Order

Some of the dimensions in the dashboard are not read directly from SMART due to being too often empty/inaccurate.

In order to get more accurate information, the dashboard will search for the Sales Order number and item in the SMART complain and then pull data from SAP.

As the Sales order information is not mandatory, the dashboard will follow the below logic:

  1. If Sales Order was correctly entered it reads the data from SAP.
  2. If Sales order was manually entered then it will try to fix it and read the data from SAP.
  3. If Sales Order is found, it won’t be able to get any data from SAP.

Examples of mapping:__

SMART Sales order Result Correct Sales order Number

WP14000001346807

OK

WP14000001346807

Empty

FAIL

1380673

FIXED

WP14000001380673

Example of result: In the example below the first claim had no sales order information so the dashboard is able to get the resolution plant and status, but not the material or ship to.

Target

There is no target shown on the dashboard.

Getting the detail

You can get more details in 3 ways:

Note: access is needed. This can be request to the Helpdesk.