General presentation

Objective of the application

Provide a report with the CEM (Customer Engagement Model) Service Level KPIs.

Tool Leader + IT leader of the application: Donia Rachdi + Diogo Paiva

Authorization objects

List of authorization objects mandatory for the application.

Authorization object	Explanation
C_COMPCDE__C_AUTHMA	Company authorization scope
CPFCTR1_2	Business unit

Dataflow overview

TECHNO - BI TEAM > BW OTC - CEM > image2021-10-20_14-36-26.png

ADSO AASDSO13R/AASDSO13S – Service Level Activation

ADSO AASDSO14R – Minimum Order Value

Calculation View – CV_SD_SO_CEM

Composite Provider – CPSDSO04

Functional and Technical rules on Workbench + Reporting

Documentation

Rules & Explanations

At the Sales Order header tab Addition Data B there are some fields to store the Service Level deviations:

TECHNO - BI TEAM > BW OTC - CEM > image2021-10-20_14-58-33.png

Existing Service Levels:

Lead Time
Expedite / Express delivery
Rush Orders
Minimum Order Value
MTO Full Batch
Product Return
Broken Pallets
Order Change
Order Cancellation
Flexible Delivery
Minimum Order Quantity

The BW report will provide a counter for Sales Order Deviated for each Service Level Listed above.

In SAP there is a Service Level configuration where the Functional team could turn on/off the functionality.

Calculation View – CV_SD_SO_CEM detail:

TECHNO - BI TEAM > BW OTC - CEM > image2021-10-20_15-18-54.png

The KPIs are calculated in the node JO_SO_SRV_LVL:

For each KPI (counter) verifies if the Service Level is turned on, the document type (list below) and corresponding Service Level deviation field with value.

Example the Lead Time KPI formula:

Service active + Document type + Deviation reason:

TECHNO - BI TEAM > BW OTC - CEM > image2021-10-20_15-26-31.png

Document Type by Service Level:

Service Level	Relevant Order Types
Lead Time	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 PF1 : TD - Standard order M3 - M3 Reference order KN - free sample KNCC - Free sample CC ZORB - Standard Order BR KB - Consignment Fill-up KBCC - CC Consign.Sto.
Expedite / Express delivery	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 PF1 : TD - Standard order M3 - M3 KN - free sample KNCC - free sample ZORB - order brazil ( perox) KB - réappro consignation KBCC - réappro consignation
Rush Orders	TA Standard Order ORB BR Standard order KB Consignment Fill-up KBB BR Consig&Loan Deliv ZEXP BR Export RCM - BR Cta.&Ord. Sales PF1 : TD - Standard order M3 - M3 KN - free sample KNCC - free sample ZORB - order brazil ( perox)
Minimum Order Value	WP1 : TA Standard Order ORB BR Standard order ZEXP BR Export PF1 : TD - Standard order M3 - M3 ZORB - order brazil ( perox)
MTO Full Batch	WP1 : TA Standard Order ORB BR Standard order KB Consignment Fill-up KBB BR Consig&Loan Deliv ZEXP BR Export PF1 : TD - Standard order M3 - M3 KN - free sample KNCC - free sample ZORB - order brazil ( perox) KB - réappro consignation KBCC - réappro consignation
Product Return	WP1 : RE - Returns REB - BR Devol_Cust's NF ROB - BR Return_Rhod's NF WP1_400 LA Ret.Packaging Pickup WP1_400 ZRAG BR Return_Rhod's NF WP1_400 ZREB BR Dev Cust NF n\ref PF1 : RE - Returns PF1_020 - R4 R4 Returns free ch. PF1_020 REA REA Returns-AR PF1_020 ZREN Returns NFe Custo BR PF1_020 ZROB Own NFe Returns BR PF1_020 RE Returns
Broken Pallets	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 PF1 : TD - Standard order M3 - M3 KN - free sample KNCC - free sample ZORB - order brazil ( perox) KB - réappro consignation KBCC - réappro consignation
Order Change	WP1 : TA Standard Order ORB BR Standard order KB Consignment Fill-up KBB BR Consig&Loan Deliv ZEXP BR Exportrox) PF1: KB - réappro consignation KBCC - réappro consignation TD - Standard order M3 - M3 ZORB - order brazil ( perox)
Order Cancellation	WP1: TA - Standard Order ORB - BR Standard order KB - Consignment Fill-up KBB - BR Consig&Loan Deliv ZEXP - BR Export PF1: KB - réappro consignation KBCC - réappro consignation TD - Standard order M3 - M3 ZORB - order brazil ( perox)
Flexible delivery	PF1: KB - réappro consignation KBCC - réappro consignation TD - Standard order M3 - M3 ZORB - order brazil ( perox)
Minimum Order Quantity	PF1: KB - réappro consignation KBCC - réappro consignation TD - Standard order M3 - M3 ZORB - order brazil ( perox)

Data loadings

Process Chains

TECHNO - BI TEAM > BW OTC - CEM > image2021-10-20_15-0-41.png

PC_CEM_01 - CEM - Daily Loading
- PC_CEM_02 - CEM - Acquisition
- PC_CEM_03 - CEM - Master Data

Loading frequency

Daily at 11:00 CET.

Reporting

Main queries

BW_QRY_CPSDSO04_0001 - CEM - OTC KPIs (SO Header level)

Row:

BFC Global Business Unit
BFC Group of activities

Key figures:

Total Order
Expedite / Express delivery
Expedite / Express delivery %
Expedite / Express delivery Fee
Expedite / Express delivery Fee Value
Minimum Order Value
Minimum Order Value %
Minimum Order Value Fee
Minimum Order Value Fee Value
Product Return
Product Return %
Product Return Fee
Product Return Fee Value
Rush Orders
Rush Orders %
Rush Orders Fee
Rush Orders Fee Value
Lead Time
Lead Time %
Broken Pallets
Broken Pallets %
MTO Full Batch
MTO Full Batch %
Order Cancellation
Order Cancellation %
Order Cancellation Fee
Order Cancellation Fee Value
Order Change
Order Change %
Order Change Fee
Order Change Fee Value
Flexible Delivery
Flexible Delivery %
Minimum Order Quantity
Minimum Order Quantity %

BW_QRY_CPSDSO04_0002 - CEM - OTC KPIs (SO Line level)

Row:

BFC Global Business Unit
BFC Group of activities

Key figures:

Lead Time
Lead Time - Line Level
Expedite / Express delivery
Expedite / Express delivery Fee
Expedite / Express delivery Fee Value
Rush Orders
Rush Order Fee
Rush Order Fee Value
Minimum Order Value
Minimum Order Value Fee
Minimum Order Value Fee Value
MTO Full Batch
MTO Full Batch - Line Level
Product Return
Product Return Fee
Product Return Fee Value
Broken Pallets
Broken Pallets - Line Level
Order Change
Order Change - Line Level
Order Change Fee
Order Change Fee Value
Order Cancellation
Order Cancellation - Line Level
Order Cancellation Fee
Order Cancellation Fee Value
Flexible Delivery
Minimum Order Quantity
Minimum Order Quantity - Line Level

Broadcast

The queries above are used to extract data to QlikView dashboard.