april 2008 philips lighting crs (release 5.0) l. nys
TRANSCRIPT
April 2008Philips LightingPhilips Lighting
CRS (Release 5.0)
L. Nys
April 2008Philips LightingPhilips Lighting
Complaint Registration System
Worldwide Lighting system for handling of product- and system- related complaints with the objective
To register the complaintsTo support the complaint handling process
(involvement of all parties involved)To collect feedback for the supply centres To monitor the after sales performance
April 2008Philips LightingPhilips Lighting
Parties involved in the After Sales Process/Roles in CRSComplaint Reporters (CR):
Customers and Sales RepresentativesComplaint Managers (CM):
After Sales Representatives in the CSU’sQuality Managers (QM):
Quality Engineers in the supply centresService Managers (SM):
Service support managers at CTB
April 2008Philips LightingPhilips Lighting
http://www.crs.lighting.philips.com/crs
April 2008Philips LightingPhilips Lighting
Userids & Passwords Internal users
Userid = Philips e-mail address
Password = Internet password https://pww.secure.philips.com/names.nsf?changepassword
External UsersUserid = e-mail addressPassword = (generated by the system and sent to the e-mail address), can be modified in “My profile” (see next slide)
April 2008Philips LightingPhilips Lighting
April 2008Philips LightingPhilips Lighting
Home Page Complaint Reporter
April 2008Philips LightingPhilips Lighting
Back To: 3 views available:1. user’s pending complaints,
2. user’s pending complaints on which he should take action and
3. user’s closed complaints
Complaint: An empty complaint form is available
Search: Search among user’s own complaints by setting terms
Profile: User details, personal information and mail notifications can be updated; authorisation level is shown
Help: User documentation available
Print: Print function
Logout: To quit the system
April 2008Philips LightingPhilips Lighting
Complaint Form
April 2008Philips LightingPhilips Lighting
April 2008Philips LightingPhilips Lighting
For Internal CR (Philips Staff),
Additional option available are search customer (within their SO), update existing customers
April 2008Philips LightingPhilips Lighting
For Internal CR (Philips Staff),
Additional option available are search customer (within their SO), update existing customers
April 2008Philips LightingPhilips Lighting
April 2008Philips LightingPhilips Lighting
April 2008Philips LightingPhilips Lighting
April 2008Philips LightingPhilips Lighting
For External CR,
Search is restricted to “own complaints”,
only one term can be filled in the wild search
April 2008Philips LightingPhilips Lighting
For Internal CR (Philips Staff),
Search is restricted to their “own Sales Organization”,
Lot more search filters
April 2008Philips LightingPhilips Lighting
Search Results (Internal CR)
April 2008Philips LightingPhilips Lighting
User will receive an e-mail in accordance with the settings