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)

Targets are reminded for each GBU. If the scorecard is grey, then no target is defined yet.

Then a serial of graphs allows you to deep dive in the details of the deviated orders by service element

Compare your monthly performance to the target	Check the evolution of the number of deviated orders and amount of charged fees	Check the repartition of the deviation reasons used in the order header

The date to display the KPIs is the ORDER CREATION DATE. Deviations entered will appear at the month of the order creation, numbers in the past may change if the order is deviated later in another month.

Exception: order change and order cancellation are displayed according to the modification date (cancellation date is defined by modification date + flag "cancelled")

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

SCR - Special Customers Requests (Specialty Polymers only)

SCRs are split by Category and the monthly trend is compared to the annual target.

In the second graph, the top deviating items sorts the deviations by Sub-category, GBU Segment and Sold-to (Customer)

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

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.

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

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.

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

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.

Flexible Delivery

The purpose of the service level (only for NAM & EMEA) is to: 

• Print the delivery guidelines in order acknowledgement / shipping notification (to the attention of the customers) & transport order (to the attention of the hauliers). 

• Display a popup if delivery date falls on a weekend to remind that fees could be charged

Link to SAP training material on PF1

PF1

TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR

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

PF1

TD - Standard order
M3 - M3 Reference order
ZORB - Standard Order BR

Minimum Order Quantity

PF1

TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR

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

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.

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 allowed  ‘order cancellation lead time’ is respected. The allowed ‘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 allowed ‘order cancellation lead time’ is greater than the requested order cancellation leadtime, then the control considers there is an error, that will be logged as a deviation a the time the change is saved and a deviation reason is entered.

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

PF1

TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR

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

PF1

TD - Standard order
M3 - M3 Reference order
KB - Consignment Fill-up
KBCC - CC Consign.Sto.
ZORB - Standard Order BR

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
LA Ret.Packag Pickup
ZRAG BR Return_Rhod's NF
ZREB BR Dev Cust NF n\ref

PF1

RE - Returns
R4 Returns free ch.
REA Returns-AR
ZREN Returns NFe Custo BR ZROB Own NFe Returns BR 

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

PF1

TD - Standard order
M3 - M3 Reference order
KN - free sample
KNCC - Free sample CC
ZORB - Standard Order BR

[BW_QRY_CPSDSO04_0002] CEM - OTC KPIs (SO Line level)

Daily update of the full time scope due to the display of the deviations at the order creation date

SCR Sources & Dimensions

Note: as the source is Icare, all the other dimensions available in My report don't work with the SCRs count