CCR (Customer Complaint Rate)

Scope Complaints:

All complaint types are included in the calculation except for complaints with the "Anomaly" severity assigned to them.

For Specialty Polymers, the severity has been mapped  (Low => Standard, Medium => Major, Critical => High) to be able to display the CCR that is splitted. This rating is only informative and is not tied to any action.

Scope Order Lines and Deliveries (header): *except PEPOL (see below scope for PEPOL)

Base date:

• Complaints : Received 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:

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

Complaints

CRM Salesforce.com

iCare for Specialty Polymers

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)