When arriving in the OtC - Customer Service page, by default it is displaying the summary of the global performances (when there is no selection of GBUs and Zones). By choosing buttons located on the left of the page, you can check out the indicators that you are interested in. 

Each button contains different sets of indicators. In Customer Service, performances are measured according to "Sales Offices"therefore if "Legal Entity" is selected, some indicators may not be able to display the relevant data.  Do take note that current data extracted for each indicator is still only from WP1 except "Manage Activity", "eOrdering" and "Solvay Group Structure" which covers the Sales in both value and quantity of whole Solvay Perimeter. Data main/master source is extracted from WP1 by using Business Object (BI4) and Business Warehouse (BW).

Business Warehouse (BW) is also used to provide data from PF1.

The customer & service tab provides the KPI below:

Manage Activity

Sales Order Type

eOrdering

Order Entry

Orders Blocked

Order Confirmation

Order Modified and Canceled

Return Orders

eInvoicing

Invoicing Accuracy

Solvay Group Structure

SBS Customer Service Scope Definition:

• WP1 (BI4):

NAM: Sales Office Princeton included; only Aroma after June 2016; & only Coatis after October 2016.

--APAC: Sales Office Singapore included only for Coatis.

---LAM: all GBUs are included except Acetow, Technology Soutions and except Engineering Plastics. For EP we include only
sales office Sao Bernardo.

-EMEA: all sales offices are included except Gorzow and Riga. GBU SES is excluded.

• PF1 (BW):

Sales Offices to include with exception:

• CFRL Lyon (Emerging Biochem),

• CSG Singapore (Soda Ash),

• ZBR Sao Paolo (Specialty Polymers, Soda Ash, Special Chem, only export orders)

  *export orders for Sao Paolo: all countries outside Brazil (based on Ship-to country).

Generally for Customer Services KPIs, we removed: