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Owner Compaints

CRM Team

IS Reporting Coordinator

Diogo Paive & Laurence De-Zeeuw

D&PS Expert

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

General Description - Leadtime

Leadtime is the numbers of days a complaint takes to go from one status to another.

The targets are defined by GBU (in number of days and percentages)


    • 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
KPI definition

Exceptions
GBULeadtimeCondition
Aroma Performance
Coatis
L2
If sample is requested:
Sample Received Date vs. Review Start Date

 



Sources


CRM Salesforce
CRM Salesforce
BW
BW_QRY_DBSDSO14_0001

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