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: