CRM Team


Diogo Paiva & Laurence De-Zeeuw


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



General Description - CCR (Customer Complaint Rate)

CCR is the customer complaint rate. It is calculated as follows:

CCR Calculations
Monthly CCR:
Method 1:                (Number of Complaints recieved in month M) * 1000
                          -------------------------------------------------------------------------------------------------
                             Number of order lines having a delivery with good issue in month M

Method 2:                       (Number of Complaints recieved in month M) * 1000
                          -------------------------------------------------------------------------------------------------
                            (Number of order lines having a delivery with good issue in the past 12M) / 12

Rolling CCR:             (Number of complaints recieved in 12 month/12) * 1000
                       ---------------------------------------------------------------------------------------------------
                       (Number of order lines having a delivery with good issue in the past 12M/12)
This calculation provides a number with which to compare whether the rate of complaints is increasing or decreasing based on the ratio with the orders. Another way of stating this is the number of complaints vs number of order lines.

Scope Compaints:

All complaint types are included in the calculation except for complaints with the "Anomaly" severity assigned to them.
Scope Order Lines and Deliveries (header): *except PEPOL (see below scope for PEPOL)
Base date:
  • Complaints : Reception Date
  • Order lines - Order line creation Month (Y, Y-1 and Y-2)
  • Deliveries - Actual GI Month (Y, Y-1 and Y-2)
Services , Packaging, Internal GBU sales and Sold entities are excluded:
  • Exclusion of material types services and packaging (i.e. units in KWH): PF1/Z703  WP1/ZDIE WP1/ZVER WP1/ZUNB
  • Exclusion of SOLD entities (consolidation method = SOLD)
  • Intra GBU flag = N
Sales Order Types included:
System & Order Doc. Type Code
System & Order Doc. Type Label
PF1_020/KB
KB Consign. Fill-up
PF1_020/KBCC
KBCC CC Consign.Sto.
PF1_020/SB
SB Third-p.dir order
PF1_020/TD
TD Standard Order
PF1_020/TDIV
TDIV Misc Op
PF1_020/ZFAC
Industr. Façon BR
PF1_020/ZORB
Standard Order BR
PF1_020/ZOUT
Other Outputs BR
PF1_020/ZRCM
Sales Accnt/Order BR
PF1_020/UB
Stock transport ord.
PF1_020/NB
Standard PO
WP1_400/KB
Consignment Fill-up
WP1_400/KBB
BR Consig&Loan Deliv
WP1_400/LP
Scheduling Agreement
WP1_400/ORB
BR Standard order
WP1_400/RCM
BR Cta.&Ord. Sales
WP1_400/TA
Standard Order
WP1_400/ZEXP
BR Export
WP1_400/ZFAC
BR Standard order
WP1_400/ZOR
Immediate delivery
WP1_400/ZRG
Scheduling Agreement
WP1_400/UB
Stock transport ord.
WP1_400/NB
Standard PO

BW Key Figures used:

  • Number of Total Order Lines
  • Based on the dimension Delivery Number and then counted in Qlikvew (COUNTDIST: [C_DELNUM2] Delivery Number


Sources

 

Complaints
CRM Salesforce.com
Order Lines
CORE: BW_QRY_MVSDSO57_0001
QV: QVBW_QRY_MVSDSO57_0001
Deliveries
CORE: BW_QRY_MVSDSO57_0002
QV: QVBW_QRY_MVSDSO57_0002
PEPOL
BI4: QV Complaint CRM by GBU CWWPPS 001
Scope:
1) Query filters - Delivery types included: LF & LFB & ZLF (OUTBOUND DELIVERY), NL (REPLENISHMENT DLV.), NLCC (REPLEN.CROSS-COMPANY)
2)  IECRA code "IECRA01154";"IECRA00375", Division (SA) code "HY";"KV", Delivery Flow Code "R", Order Document Type Code "ZKL" (SAMPLE ORDER), "KL" (SAMPLE ORDER), "FG" (FREE O CHARGE  ORDER), "KE" (CONSIGNMENT ISSUE)

 


Attention : The CCR for Non-SAP complaints will be calculated and take in consideration, even though we do not have the count of order lines (sum of complaints SAP & non SAP vs sum SAP order lines).