CRM Team


Diogo Paive & Laurence De-Zeeuw


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



General Description - Leadtime

Lead time computation is based on the complaint status.

For example, leadtime L3 is the number of days between the date when the complaint has its status changed from "under investigation" to the date when its status changed to "under review" (Or essentially it is the investigation duration).
*calendar days

Lead time objectives 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 WITH on-going status. 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
    • Without Status: When the "Without" status is selected it means that we do not fill in the current date for the latest status and only use dates that are available on Salesforce.com.
    • On-going status are taken in consideration in averages and percentages computation
L0 represents the number of days between the reception of the complaint and its creation in SFDC ----> ROCS KPI.
Below is a graphic showing the different areas related to lead time:


Sources


CRM Salesforce
CRM Salesforce
BW
BW_QRY_DBSDSO14_0001



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