Lead time objectives (in blue) are defined by GBU (in number of days and percentages) They are not mandatory. Objectives can be given in number of days only (without percentages).

LEAD TIME computation

• Number of days between 2 statuses
• If the date is the same between 2 statuses: Leadtime = 0 day
• If status 1 = date and status 2 = date + 1: Leadtime = 1 day
• Lead time between non successive status
• Computed with start/end dates, even if some status are missing between
  Example: lead time "new ---> Under review" = number of days between date-new & date-under-review, even if status under-investigation is missing
• Lead time "new ----> Under Investigation"
• Status "acknowledgement sent" not taken in consideration as itself. L1+L2 are always merged in the dashboard
• Closed days
• Lead times are computed using 7 days a week. Closed days and week-end are taken in account the same as all other days of the week.
• Missing status
• Lead times that can't be computed is due to the ending status being missing
  Example: lead time "new ----> Under review" can't be computed if current status more than under-review and if status under-review is missing
• Only status RECEIVED, NEW and CLOSED are mandatory status in the complaint in SFDC
• "On-going" status
• As soon as one status is reached, the next one is starting: it is on-going. So we start to compute it 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 minus Under-Investigation date
• On-going status are taken in consideration in averages and percentages computation