Training and Communication

• Novecare  - CEM Reference doc / Waves 1-2
• Governance for Exclusion List (MOV and Broken Pallet)
• Novecare CEM: Customer Service Log (Q&A)
• Novecare Service Levels - Letter to Customers
• Service Level Key Accounts (do not communicate the segmentation to the customer)
• Service Level Critical Accounts (do not communicate the segmentation to the customer)
• Service Level Transactional Accounts (do not communicate the segmentation to the customer)
• Service level Distributors (do not communicate the segmentation to the customer)
• Segmentation and Service Level (training video)

Procedures

• NOV- WP1 - Minimum Order Value and Minimum Order Quantity - WW
• Novecare Global MOV and Broken Pallet Exception List
• NOV -Express Delivery Management Procedure - WW
• NOV- WP1 - Order cancellation , modification or completion - WW
• CEM- Administrative fees

Dashboard

• Service Levels dashboard

Customer Lead Time (CULT)

• Customer Lead Time Calculator (CULT)
• Customer Lead Time definitions
• Catalog & Customer Leadtime Playbook