Syensqo IS - Customer Support

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Definitions & Objectives

The Customer Specific Requirements module allows to capture, log, approve, assess the feasibility, and track implementation of a Customer Specific Requests. In case of similar requests, a Customer Specific Requirements can be cloned.


There are 2 types of customer requests: 

  • Standard customer requests
    • A customer request represents one or more demand(s) from a customer related to one or several areas (e.g. logistics, packaging, documentation, training, technical support, regulatory compliance)
  • Customer Specific Requirements
    • A Customer Specific Requirement process deals with managing requests coming from the customer that deviate from Solvay GBU standard offering (e.g. product specifications, way of handling quality system , shipping)
  • Scope:
    • In Scope : Customer Specific Requirements
    • Not in Scope: Standard Customer Request, Sample Requests 


Process Overview

A Customer Specific Requirement has 6 main phases which are as follows:

Registration

Prompt logging of a Customer Specific Request after reception and Submitting it for pre-Approval

Pending Pre-Approval

Rules for the Approval process have been implemented by each GBU where a CSR can be automatically approved, be assigned to a User to approve or rejected, or be assigned to a group of Users.

Assessment

After the CSR is pre-approved, it is assigned to a User or a group of Users to be assessed. Depending on the type of Requirement, different assessments may need to be performed (Analytical, Industrial, Supply-Chain).

Once the assessment is complete the user must provide a Global Feasibility Conclusion.

Approval PendingRules for the Approval process have been implemented by each GBU where a CSR can be automatically approved, be assigned to a User to approve or rejected, or be assigned to a group of Users.
Under ImplementationAter (final) Approval, the Customer Specific Requirement implementation is tracked.
ActiveOnce the implementation is complete, a Customer Specific Requirement becomes (and stays) Active, until it is no longer relevant and can be deactivated.


Training Materials

Customer Specific Requirement


Learn more by using the 
Interactive guides





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