april 2008 philips lighting crs (release 5.0) l. nys

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