Email Service Notes 13th April (Celeste)

Dear Managers,

Pls kindly find the Complaint Analysis Report 2017Q1 as attached above.
From the PPT file, you can see:
Page 3 Complaint overview
Page 4-11 Complaint statistics
Page 12-13 Global information share
Page 14 Reminder

Here are some points to you regarding the complaint handling:

– We also linked a PPT file “SA Traffic Light Product & Logistics” as attached and it shows the actual outcome and objectives for the whole sales area.
– The objective for SU is to have 80% of all completed complaints with an internal handling time within total 5 working days for product complaint and within total 0 working days for logistics complaint.

– To improve the complaint process and achieve the KPI on handling time, we need more details positively related to the problem from the initiator and pls prepare the complained samples in advance if possible.

– So far,Global Final Reply will be sent to the initiator automatilly. If any feedback against the reply given by PU or R&D. Pls come to me with the specific case which is convincing. We asked Global support to improve the final reply ,but we need more examples.

– The Complaint Analysis Report is for GCR only. We will include KR when the data is ready.

Any suggestion will be welcome! Thank you all for your support and understanding!

Best Regards

Selina L

Edited

Dear Managers,

Pls kindly find the Complaint Analysis Report 2017Q1 as attached above.
From the PPT file, you can see:
Page 3 Complaint overview
Page 4-11 Complaint statistics
Page 12-13 Global information share
Page 14 Reminder

Here are some points for you regarding handling complaints: / complaint handling:

– We also linked a PPT file “SA Traffic Light Product & Logistics” as attached and it shows the actual outcome and objectives for the whole sales area.
– The objective for SU is to have 80% of all completed complaints with an internal handling time within a total of 5 working days for product complaints and within a total of 0 working days for logistics complaints.

– To improve the complaint process and achieve the KPI on handling time, we need more details positively related***what does this mean? to the problem from the initiator and pls prepare the complained samples in advance if possible.

– So far, Global Final Reply will be sent to the initiator automatically. If any feedback against the reply is given by PU or R&D, pls come to me with the specific convincing case. We asked Global support to improve the final reply, but we need more examples.

– The Complaint Analysis Report is for GCR only. We will include KR when the data is ready.

Any suggestions will be welcome! Thank you all for your support and understanding!

Best Regards,

Selina L