CRM Team


Diogo Paive & Laurence De-Zeeuw


EMEA: Stéphane Bourgeaud-lignot
NAM/LAM: Karina Tsuji
APAC: Lilian Cheong



General Description - Leadtime

Leadtime calculation is based on the numbers of days a complaint takes to go from one status to another.

 Targets:
The targets are defined by GBU (in number of days and percentages)


KPI definition & calculations

Exceptions
GBULeadtimeCondition
Aroma Performance
Coatis                                                           
L2   
Investigation Start Date          
If sample is requested:
Sample Received Date
Investigation Start Date   vs.   Review Start Date  


"On-going" status:


  Right after a status is achieved, the next one start to be computed using the current date
 
Example:
Status Under-Investigation is reached, we started to compute lead time to go to status Under-Review. Lead time:
Current date vs. Under-Investigation date

 The current date is not take in consideration for the latest status. Only dates available on Salesforce.com is used

  • Only status RECEIVED, NEW and CLOSED are mandatory status in the complaint in SFDC



Sources


CRM Salesforce
CRM Salesforce
BW
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