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CAS Prime 2.0 User’s Guide

Copyright © 2008 Thermo Fisher Scientific Inc. All rights reserved.THERMO FISHER SCIENTIFIC CONFIDENTIAL INFORMATION of 63


Table of ContentsIntroduction............................................................................................................................................................................ 4

Purpose of User Guide...................................................................................................................................................... 4

What is CAS Prime 2.0?.................................................................................................................................................... 4

Survey Process:................................................................................................................................................................. 5

Icons Used in This Guide:.................................................................................................................................................. 6

Getting Started...................................................................................................................................................................... 8

System Requirements........................................................................................................................................................ 8

Getting Access................................................................................................................................................................... 8

Logging In.......................................................................................................................................................................... 8

Parts of the Screen.......................................................................................................................................................... 13

Logging Out..................................................................................................................................................................... 13

Step By Step Instructions for Template Preparation............................................................................................................15

Generation of Survey Spreadsheet.................................................................................................................................. 15

Spreadsheet Template Definition..................................................................................................................................... 16

Step By Step Instructions to Upload Template....................................................................................................................27

Upload Survey Data......................................................................................................................................................... 27

How to Read the Validation Error Text............................................................................................................................. 32

How to Troubleshoot Spreadsheet Data..........................................................................................................................33

Step By Step Instructions for Reports................................................................................................................................. 35

How to Run a Report....................................................................................................................................................... 35

Report Descriptions......................................................................................................................................................... 36

Step By Step Instructions for Shared Documents...............................................................................................................42

How to Access the Shared Documents............................................................................................................................ 42

FAQ’s................................................................................................................................................................................... 43

Addendum A – Acceptable Data Values..........................................................................................................................45

Addendum B – Survey Data Upload Template................................................................................................................52

Addendum C – Glossary of Terms................................................................................................................................... 53

Addendum D – Opt-Out Email Domains..........................................................................................................................55

Addendum E – Troubleshoot Access to CAS Prime 2.0................................................................................................59


TABLE OF CONTENTS


Introduction



Introduction

Purpose of User Guide

The purpose of the CAS Prime 2.0 User Guide is to describe and illustrate how to operate the CAS Prime 2.0 application accurately and easily. This User’s Guide provides a background and an overview about the application.

The User Guide also includes Step-by-Step Instructions on how to use the functions and features contained within the CAS Prime 2.0 application so that the customer transaction information that is sent to Medallia is accurate.

It is assumed that the users of the CAS Prime 2.0 application are already computer literate and have had experience operating other like applications as well as Microsoft Office tools. Consequently, this guide does not go into detail on how to navigate commonly known features and functions, like drop down lists.

What is CAS Prime 2.0?

The Customer Allegiance Score (CAS) is Thermo Fisher’s company-wide metric for measuring performance from the customer's perspective. CAS is based on our customers' answers to one question: "On a scale of 0-10 how likely are you to recommend us to a colleague or friend?" The score itself is calculated by subtracting the percentage of detractors (those who rate us 0-6) from the percentage of promoters (those who rate us a 9 or 10.) The result is the net promoter score, which we re-branded to the Customer Allegiance Score. This metric has been shown to be a good measure of a company's ability to grow organically by leveraging promoters' tendencies to make repeat purchases and influence purchasing behavior of others.

The Processing and Integration Management Engine (PRIME or CAS PRIME 2.0) is the Thermo Fisher Scientific internal application that consolidates survey deployment lists into aggregated files that are then electronically transmitted/extracted over to the Enterprise Feedback Management (EFM) survey vendor.

The EFM survey vendor, Medallia, uses the customer transaction information generated by Thermo Fisher to send out electronic surveys to Thermo Fisher customers. Having correct and valid customer transaction information is critical in capturing quality performance metrics from our customers.

To ensure that the customer transaction information is as clean as possible, CAS Prime 2.0 also performs various data scrubbing and data validation checks prior to the customer transaction information being sent to Medallia

Some examples of how the CAS Prime 2.0 information is validated are:1. CAS Prime 2.0 checks to make sure that the customer transaction information does not include anyone on

the company opt out list or customer opt out list. Customers on those two lists should not be sent a survey invitation.

2. CAS Prime 2.0 validates that the records do not contain unrecognizable codes (i.e. ZZ for a state code). These types of problems are flagged so that the user can fix the record accordingly before uploading the file.

3. CAS Prime 2.0 flags incomplete or missing data for mandatory fields so that they are not uploaded. During the data validation process, CAS Prime 2.0 notifies the user that the record(s) he/she is trying to upload has missing data in fields that cannot be left blank.



Survey Process:

The CAS Prime 2.0 application is one step in the overall electronic customer survey process for Thermo Fisher. As shown in Figure 1, the following process is used to generate customer contact data for Medallia’s surveys.

1. First, a functional manager extracts the relevant customer transaction information from the appropriate Enterprise Relationship Management/Customer Relationship Management systems (ERP/CRM) at Thermo Fisher.

2. The resulting data is extracted into an Excel spreadsheet.

3. The functional manager then uses the CAS Prime 2.0 application to validate and check the data in the spreadsheet. Data errors are reported, giving the functional manager the opportunity to go back to the original spreadsheet and fix the data issues manually.

4. Once CAS Prime 2.0 indicates that the data is clean, the functional manager can upload the spreadsheet into a database using CAS Prime 2.0.

5. CAS Prime 2.0 stores the uploaded spreadsheet in a database with all of the other customer transaction information spreadsheets.

6. On a predefined schedule, the data from the spreadsheets are compiled together via the database and placed into one data file.

7. This data file is sent to Medallia every night at 9 PM EST. Medallia then uses that customer contact data to generate electronic surveys. Medallia deploys the surveys within moments of receiving the data file from CAS Prime 2.0.

Figure 1 - CAS Prime 2.0 ProcessCopyright © 2008 Thermo Fisher Scientific Inc. All rights reserved.THERMO FISHER SCIENTIFIC CONFIDENTIAL INFORMATION of 63


Icons Used in This Guide:As you are reading this guide, specific icons are used within the text to indicate the following:

Indicates an example to illustrate a point. Do not try and type in the examples into the CAS Prime 2.0 application as the same data may not be available.

Indicates a tip or piece of useful information to keep in mind while executing the step-by-step instructions



Getting Started



Getting StartedThis section describes some of the foundational components a user needs to get started on using the CAS Prime 2.0 application.

System RequirementsTo use the CAS Prime 2.0 Web application, you must make sure that you have the proper software installed on your workstation.

Tip: The software specified in this section is part of Thermo Fisher’s Enterprise Agreement (EA) with Microsoft and is available to all employees. If your workstation cannot meet these minimum requirements, please check with your manager or IT department.

Microsoft Internet ExplorerYou must be using Microsoft Internet Explorer, version 6.0 or later. You cannot use Firefox, Mozilla, or any other browser. If you are unsure which version you are using, follow these steps:

1. Open Internet Explorer.

2. Click the HelpAbout Internet Explorer menu. The version number is displayed.

Microsoft ExcelSpreadsheets that are uploaded to CAS Prime 2.0 must be formatted using Microsoft Excel 2003 or later. To check the version of Microsoft Excel installed on your workstation, follow these steps:

1. Open Microsoft Excel.

2. Click the HelpAbout Microsoft Office Excel menu. The version number is displayed.

Getting AccessCAS Prime 2.0, and other commercial operations applications are available in the Commercial Resource Center on the company intranet portal, http://www.ThermoFisher.net intranet portal. Please contact your local IT department if you have problems accessing the intranet portal.

Logging InTo access the CAS Prime 2.0 application, perform the following steps:

1. Remember you HAVE to log into the Thermo Fisher Scientific Network before you login into CAS Prime 2.0 as shown in Figure 2. This is your normal daily logging in process in the office.

Tip: If you are working remotely, you will also need to login through the VPN.


http://www.ThermoFisher.net/


Figure 2 - Network Log On screen

2. Once you are logged into the Thermo Fisher network, you can use to access to the CAS Prime 2.0 application by going through your intranet.

3. Open up your Internet browser and enter http://www.ThermoFisher.net. A login screen is displayed – as shown in Figure 3. Login using your “@thermofisher.com” email address and intranet password. If you have not logged on before, you are prompted to create a password. Click on the Log In button.

Figure 3 - Thermofisher.net Log In

4. A new screen is displayed, similar to Figure 4. Hover your mouse on the Resources heading to drop down a list of options; Click on the “Commercial Resource Center” link.


http://www.ThermoFisher.net/


Figure 4 - Commercial Resources Link

5. The Commercial Resources Center screen is shown similar to Figure 5. Under Programs, click on the “CAS-Customer Allegiance Score” link.



Figure 5 – Commercial Resource Center

6. The Customer Allegiance Score window is displayed as shown in Figure 6. If you have access to the CAS Prime 2.0 application that image/link is displayed on the right under “Applications”. If you do not see that link, then you do not have access. To obtain access, see the FAQ’s section.

7. To access the CAS Prime 2.0 application, simply click on the CAS Prime 2.0 link on the right hand side of the screen, as in Figure 6.



Figure 6 - CAS Prime 2.0 Link

Tip: If you experience access issues, please see the FAQ’s section and the Addendum E – Troubleshoot Access to CAS Prime 2.0 section.



Parts of the Screen

General Navigation

Navigating the CAS Prime 2.0 application is primarily accomplished by operating the tree structure with your mouse on the left hand side of the screen as indicated in Figure 7. Once an item is selected from the tree, the main part of the screen (on the right) displays data entry fields appropriate for that item.

Example: For instance, after the user clicks on the Depot Repair item under Upload Surveys, as in Figure 9, the main screen displays the data entry fields that are necessary to upload a spreadsheet for a Customer Service Survey.

Figure 7 - Screen Navigation

Logging OutTo log out of the CAS Prime 2.0 application, you simply click on the X at the top right corner of the screen.



Template Preparation



Step By Step Instructions for Template PreparationThis section describes and illustrates the actions required to create and validate the Excel Survey Data Spreadsheet.

It is critical that the spreadsheet is prepared and generated correctly. Medallia creates and sends out surveys to Thermo Fisher customers based on the data in these spreadsheets. Some of the data is customer facing. This means that the data that is provided in the spreadsheet is actually made visible to the customers that we have invited to participate in our CAS program. If these spreadsheets have incorrect or erroneous data within them, the resulting surveys could contribute to a negative customer experience and/or negatively impact our customers’ impression of our CAS program.

Generation of Survey SpreadsheetPrior to logging into CAS Prime 2.0, it is assumed that the functional manager has already extracted the appropriate data from their respective ERP or CRM application and saved the data in the Survey Spreadsheet.

There is a standard template that everyone should use when creating the Survey Spreadsheet. The standard template can be found in Addendum B – Survey Data Upload Template.

However, because the template allows divisions to locally define certain columns within the standard template, please check with your Divisional CAS Administrator to obtain any upload templates that might be specific to your division or survey type. Please refer to or Table 1 to view the columns (Upload Variables 1 -7) that can be locally defined.

Tip: After the spreadsheet is created, it is highly recommended that you run the spell check function in Excel. This ensures that there are no spelling mistakes in the data that you have stored in the spreadsheet.

After the Survey Spreadsheet is created, it is expected that you check and validate the data in each row to ensure that it meets the standard for that field of the template. Doing this increases the accuracy of the surveys and lowers the rate of errors that CAS Prime 2.0 finds.



Spreadsheet Template DefinitionThe following table details each column in the Survey Spreadsheet template. The table columns are:

Column Name: In the left most column are all of the column names in the Survey Spreadsheet.

Description: Describes and defines the column name.

Required: Indicates whether this column must have a value in it. If a value is required, the Survey Spreadsheet must have a value in that column for all rows.

Field Type: Shows what kind of field value is expected within that specific column. For instance, a string is basically text, while an integer means a number is expected. This field also specifies whether the value in the field needs to match up to a pre-defined list of acceptable values. See Addendum A – Acceptable Data Values for more information.

Validation Rules: Helps to ensure that the data that is in the field for that column is correct. Validation rules vary by column. In some cases no verification is done on a field’s value, while in others the field may be required and must follow additional rules. The validation rules for each column are listed here. This column of the table can help you troubleshoot issues you may be having. It is presented in a question format. Depending upon the answer to a question in this column, suggestions are made to help you correct whatever data issue you may have.

Tip: While you are checking your Survey Spreadsheet for correctness, it is suggested that you use the table below to verify its contents. Of particular importance is the Validation Rules column. This column can help you troubleshoot most any issue you may be having.

Example: In Table 1, go to the State row. The Column Name is State/Province. The Description is “State/Province of where survey invitee is located.”, which

means that the state listed in this column is the state where the customer (listed in the First and Last Name sections) resides. So the survey will be sent to this state.

The Required column for State has an “N” in it, meaning that this field does not have to have any values in it. However, from the Field Type column we can see that IF a value is in this column it is expected to be some kind of text, no longer than 40 characters. Additionally, it is expected to match up to a list of pre-defined values. In this case, the State field must match up to one of the values listed in Addendum A – Acceptable Data Values for States. Please see Addendum A – Acceptable Data Values for more details.

If for some reason you have an issue with this column when you run CAS Prime 2.0, you can look in the Validation Rules – Troubleshooting Questions column for State. In this column it asks whether the value for that State matches up to the pre-defined list. If not, you will have to go to that list, find the right state abbreviation and enter it into the spreadsheet.

Please use Table 1 to help check and correct the data in the Survey Spreadsheet.



Column Name

Description Required Field Type

Validation Rules –

Troubleshooting Questions

Company Name

Name of customer's company/organization/entity

Y Type: String

Length: 150

Format: Free Form

1. Is there a value in the field? If No, then you must go back to the spreadsheet and fill in the correct value for this field. It is required that you fill in this field.

Account # Account# is an alpha-numeric coding/classification identifier to identify a company/organization/entity that we do business with. Acct #, D&B # or TAX ID # are 3 options. It's up to each Divisional CAS Administrator to decide what to use for their division (if anything). The coding should be consistent across a division.

N Type: String

Length: 50

Format: Free Form

There is no validation on this field.

If there are more than 50 characters in this field, CAS Prime 2.0 only stores the first 50 characters. The rest are truncated.

First Name First name of Customer. In the case that a customer's first name and last name can not be broken up, please put their full name in the first name column; Every effort should be made to have this column filled in.

N Type: String

Length: 100

Format: Free Form



Last Name Last Name of Customer N Type: String

Length: 100

Format: Free Form



Address This is the ONLY column for entering Address information. All address lines should go in to this column. Character returns are removed

N Type: String

Length: 1000

Format: Free Form



City City where customer is located. N Type: String

Length: 100

Format: Free Form



Column Description Required Field Validation Rules –



Name Type Troubleshooting Questions

State/Province State/Province of where survey invitee is located.

N Type: String

Length: 40

Predefined List of Values

1. Does the state/province match the predefined list of acceptable States? If not, CAS Prime 2.0 tries to replace the incorrect State entry with the proper entry (where possible). If CAS Prime 2.0 can not fix the problem then you have to manually fix the state in the spreadsheet. Use the State values provided in Appendix A – Data Values to compare and fix the State field.

Zip/Postal Code

The Zip or Postal Code of where customer is located

N Type: String

Length: 20

Format: Free Form



Country Country of the customer. Y Type: String

Length: 3

Predefined List of Values that contains ISO3 codes or full spelling.


2. Does the country match the predefined list of acceptable Countries? If not, CAS Prime 2.0 tries to replace the incorrect country entry with ISO2 or ISO3 appropriate country codes. If CAS Prime 2.0 can not fix the problem then you have to manually fix the country in the spreadsheet. Use the Country values provided in Appendix A – Data Values to compare and fix the Country field.



Column Name




Phone Number Phone numbers can be office # or mobile #.

N Type: String

Length: 30

Format: Free Form

Non alpha or non numeric characters such as hyphens "-" or parentheses " ( )" are allowed



Email Email address of the customer Y Type: String

Length: 250

Format: Free Form


2. Does the email address contain a “@”? If not, then it is not a valid email address and must be manually fixed in the spreadsheet.

3. Does the email address have at least one character before and after the “@”? If not, then it is not a valid email address and must be manually fixed in the spreadsheet.

4. If there are more than 250 characters in this field, CAS Prime 2.0 only stores the first 250 characters. The rest are truncated.



Column Name



TroubleshootingQuestions

Language The Language column indicates what language the Survey Invite Letter should be created with.

N Type: String

Length: 3

Format: ISO Language

If this column is left blank, it defaults to English in the output file.

1. Does the language match the predefined list of acceptable languages? If not, CAS Prime 2.0 tries to replace the incorrect language entry with the proper entry (where possible). If CAS Prime 2.0 can not fix the problem then you have to manually fix the language in the spreadsheet. Use the language values provided in Appendix A – Data Values to compare and fix the language field.

Event Type Event Type is the name of survey we're sending out

(i.e. Customer Service, Order Fulfillment, Depot Service, Field Service, Sales, Web Order, Tech Support, TMO Relationship Survey).

Y Type: String

Length: 50

Auto-populated from a predefined list of values


2. Does the Event Type match the predefined list of acceptable Event Types? If not, CAS Prime 2.0 tries to replace the incorrect Event Type entry with the appropriate Event Type codes. If CAS Prime 2.0 can not fix the problem then you have to manually fix the Event Type in the spreadsheet. Use the Event Type values provided in Appendix A – Data Values to compare and fix the Country field.



Column Name




Event Date MM/DD/YYYY

Need to use Excel template with "DD/MM/YYYY" format in cells for upload to CAS Prime 2.0.

Y Type: Date

Length: 10

Format: dd/mm/yyyy


2. Is the date in the following format: dd/mm/yyyy? If not, you need to go back to the spreadsheet and fix the date so that it matches this format.

Employee Name /ID

Name or ID of customer facing employee who had the transaction.

*European Privacy Rules in Europe may impact the use of this column in Europe.

N Type: String

Length: 100

Format: Free Form



Product Line Internal Product Grouping by Division or Business Unit.

N Type: String

Length: 150

Predefined list of values



PO # Purchase Order Number. N Type: String

Length: 30

Format: Free Form



Transaction/

Ticket ID #

ERP/CRM transaction identifier N Type: String

Length: 30

Format: Free Form





Column Name




Sales Won? Sales Won indicates whether the customer decided to purchase from Thermo Fisher after a sales call/cycle.

N

Only for Sales

Survey

Type: String

Length: 1

Format: Y or N

1. If there is a value in the field is it “Y” or “N”? If the value is other than a “Y” or “N” then you must correct this field and enter one of the two acceptable values.

Loaner Program?

Loaner Program indicates whether this business unit has a Loaner Program. If it does then questions specific to the Loaner Program are added to the Depot Repair survey;

N

Only for Depot

Service Survey

Type: String

Length: 1

Format: Y or N

1. If there is a value in the field is it “Y” or “N”? If the value is other than a “Y” or “N” then you must correct this field and enter one of the two acceptable values.

Brand Brand supplies the brand name for the Thermo Scientific Invite Letters.

Brand supplies the Division name for Fisher Scientific Letters.

For Fisher Scientific divisions, if left blank, the letters will mention Fisher Scientific.

Exception brands such as Cole-Parmer, Davis Instruments and Athena Diagnostics should be populated accordingly in this column.

Y Type: String

Length: 50

Format: Auto-populated from a predefined list of values


2. Does the Brand match the predefined list of acceptable Brands? If not, CAS Prime 2.0 rejects the record. This column must be filled out with values from the predefined list of acceptable brands. Use the Brand values provided in Appendix A – Data Values to compare and fix the Brand field.



Column Name




Letter Upload 1

This is a customer facing column that shows up on the survey invite/reminder letters to provide the customer with key pieces of information relating to the transaction that we are asking them to provide feedback on.

Examples of key pieces of information are: Customer Service Rep Name, Product line, Transaction ID #, Product SKU #, PO #, Invoice #. The web ordering survey should include the website link.

Y Type: String

Length: 50

Format: Free Form

Is there a value in the field? If No, then you must go back to the spreadsheet and fill in the correct value for this field. It is required that you fill in this field.

There is no validation on this field yet it is customer facing so please ensure data is entered accurately and is free of spelling or typing errors.If there are more than 50 characters in this field, CAS Prime 2.0 only stores the first 50 characters. The rest are truncated.

Letter Upload 2

This is the same as Letter Upload 1. It allows another piece of information to be included in the letter.

N Type: String

Length: 50

Format: Free Form

There is no validation on this field yet it is customer facing so please ensure data is entered accurately and is free of spelling or typing errors.


Letter Upload 3

This is the same as Letter Upload 1. It allows another piece of information to be included in the letter.

N Type: String

Length: 50

Format: Free Form

There is no validation on this field yet it is customer facing so please ensure data is entered accurately and is free of spelling or typing errors.




Column Name




Upload Variable 1

This is a column for back-end information/reference that can used to segment CAS data. Divisions can use these columns as they see fit. It is up to each division to define what this column will be used for. It is the responsibility of the Divisional CAS Administrator to train locally or to customize the header for this column for his/her division to use.

Some ideas for putting these columns to use are:

Call duration, source, opportunity name, segment, contract/billable, channel/direct, product name, the name of the competitor the customer also buys from, customer demographic, customer job title, new customer/non new customer, length of relationship with customer, revenue generated from that customer, technician ID #, Agent ID #, SKU #, Product line, industry, speculative score, phone vs. email support for tech support survey.

N Type: String

Length: 50

Format: Free Form



Upload Variable 2

This is the same as Upload Variable 1. It allows Divisions to segment their data.

N Type: String

Length: 50

Format: Free Form



Upload Variable 3


N Type: String

Length: 50

Format: Free Form





Column Name




Upload Variable 4


N Type: String

Length: 50

Format: Free Form



Upload Variable 5


N Type: String

Length: 50

Format: Free Form



Upload Variable 6


N Type: String

Length: 50

Format: Free Form



Upload Variable 7


N Type: String

Length: 50

Format: Free Form



Table 1 - Survey Spreadsheet Details



Upload Template



Step By Step Instructions to Upload TemplateThis section describes and illustrates the actions required to upload customer transaction information. Properly uploading CLEAN customer transaction information is essential to ensuring the end customer receives a correct and relevant survey for the CAS Program.

Once you have logged into the CAS Prime 2.0 application, as described in Section Logging In, you can upload your specific survey data.

Upload Survey DataTo upload survey data perform the following steps:

1. Click on the appropriate survey type from the navigation tree. Survey Types are listed on the left hand-side of the screen as shown in Figure 8.

Figure 8 – CAS Main Page

Example: If you have extracted and stored customer contact data in an Excel spreadsheet for a Sales survey you would click on the Sales survey type.

2. Once the Survey Type is selected, a set of data fields for that Survey Type appear in the Main Section of the screen (on the right hand side), see Figure 9.

Welcome Page Link: Clicking on this link brings you back to the Home or Welcome page as shown in Figure 8.

User Information: The top section of the main page shows some information about the person who is currently logged in. It shows the:

i. User Name: The user name of the person who is currently logged in

ii. Last Login: The last time they logged into CAS Prime 2.0

iii. Language: The default language they would like to use

iv. Survey: The survey they selected from the navigation tree.

Division/Business Unit: This is where you select the Division – Business Unit – Site of the survey data being uploaded.



Confirmation Email: Checking this box and providing an email address enables CAS Prime 2.0 to send out a confirmation email when the spreadsheet has been successfully uploaded.

Excel Template Upload: This area of the screen provides the capability to upload the Excel spreadsheet and to check for data errors within that spreadsheet.

Figure 9 - Data Upload Fields for a Data Report Survey

Example: In Figure 9, the area outlined in red shows all of the data entry fields needed to upload a Depot Repair Survey.

3. Navigate the Division/Business Unit tree options using the and buttons to expand and collapse the tree as shown in Figure 10. First, click on the Division that the survey data represents.

4. Then under the selected Division, click on the Business Unit that the survey data represents.

5. Then under the selected Business Unit, click on the correct Site for the survey data. When the Site is selected it is displayed in blue as shown in Figure 10.

Tip: If a Division/Business Unit/Site has neither a or a in front of it, then it has no subcategories underneath it. It is basically the end of that part of the tree or, in other words, a bottom level Division/Business Unit/Site.



Figure 10 - Division - Business Unit - Site Selection

Example: Assume that we are selecting the site “Asheville/Marietta”. As shown in Figure 10, you would click on the next to “LED”. That would open up all the Business Units for that Division. Next you would click on the next to “LED-Core”, which open up all of the sites for the Business

Unit. Lastly, you would click on “Asheville/Marietta” to select the site. Notice that Asheville/Marietta appears in blue.

6. Once the Division, Business Unit and Site are selected, it is time to upload the survey data. Click on the box next to the verbiage “Please check if the template is for a phone survey”, if you want to indicate to Medallia that this survey data has been extracted for a phone survey instead of an e-mail survey.

Tip: In some countries Internet service is blocked or unreliable. In that case, a phone survey would be a better option to obtain the survey results.

7. Click on the Confirmation Email checkbox underneath the Division/Business Unit box, if you would like to receive a confirmation email after you successfully upload your spreadsheet.

8. Click on the Select button to select the survey spreadsheet.

9. A Choose File window is displayed - Figure 11. Browse through your folders on your computer until you display the spreadsheet you want to upload.



10. Click on the spreadsheet file to select it.

11. Click on the Open button.

12. If you make a mistake and select the wrong file, click on the Clear button - Figure 10. Then repeat steps 8-11 to select a different spreadsheet.

Figure 11 - Choose Spreadsheet File

13. Otherwise, you are ready to validate the data in the spreadsheet. Click on the Validate Data button. CAS Prime 2.0 verifies and validates that the data in the spreadsheet passes certain data tests so that Medallia receives “clean” data.

14. If you have data errors in your spreadsheet, they appear below the Upload Spreadsheet button in blue and red text. See Figure 12 below. To understand the error messages, see Section How to Read the Error Text.



Figure 12 - Spreadsheet Validation Errors

Example: In Figure 12, the Validate Data button was clicked. CAS Prime 2.0 found errors in the spreadsheet and has displayed them below the Upload Spreadsheet button in red and blue text.

15. If errors are found, you must correct the errors in the survey spreadsheet before you upload the spreadsheet. Ensuring the data has no errors is critical to a successful survey and a good customer experience. Go back to the spreadsheet, correct the errors, save the spreadsheet and repeat steps 8-13 (above). See How to Troubleshoot Spreadsheet Data for more information.

16. When your spreadsheet passes the validation test, click on the Upload Spreadsheet button. If you indicated during the upload process that you would like to receive an upload confirmation email, there should now be an upload confirmation email in your inbox confirming that you have successfully upload the spreadsheet.



How to Read the Validation Error Text To interpret the validation error text, perform the following steps:

1. At the top of the error text is a summary that tells you the total amount of rows validated, the number of rows that had no errors and the number of rows that did have errors.

Example: In Figure 13, the Summary box shows that 357 rows that were validated. Of those 357 rows, 27 were successes (or had no errors) and 330 rows were found to

have issues. In this case, there are quite a few errors to be fixed in the spreadsheet before it can be uploaded.

2. The first term for all errors - “Line x” indicates which row in your spreadsheet the error occurred within.

3. The text that appears after the “:” first states what column had an issue and then what the error is for that value. Two of the most common errors are:

A value is required, but is not found in the spreadsheet

Example: In Figure 13, the first error reads: “Line 2: Email is a required field, but there is no information in the column”. So the error is in the 2nd row of the spreadsheet. The column is the Email column. The error message means that there

must be a value in the spreadsheet for Email and nothing was found in the field. In this case, you must go back to the spreadsheet and fill in the correct email address for the customer. Since most surveys are emailed out, it is imperative to get this field correct.

A value does not match up to a pre-defined set of acceptable values.

Example: In Figure 13, the fifth error reads: “Line 7: StateorProvince [N/A] Not found in StateOrProvinceLookup”. In this example, the error is in 7th row of the spreadsheet. The column in question is the State/Province column. The error is indicating that [N/A] is

the value in the column, but N/A is not in the list of acceptable values for the State/Province field. To find the acceptable values for these types of fields see Addendum A – Acceptable Data Values.After you interpret the error text, you should then go back to your spreadsheet to fix the issue. For more help on troubleshooting, see Section How to Troubleshoot Spreadsheet Data.

Figure 13 - Validation Error Text



How to Troubleshoot Spreadsheet Data To troubleshoot validation errors, perform the following steps:

1. Read the error text as advised in Section How to Read the Validation Error Text.

2. Go to your spreadsheet; find the row and column indicated in the error message.

3. Look at the value in that field/cell. If you can easily identify the issue, type in the correct value and save the spreadsheet.

4. If you can not easily recognize the problem, use Table 1 to help troubleshoot your issue.

5. Find the column name in the table you are having an issue with. Look at the Validation Rules – Troubleshooting Questions column in the table for that specific column name and follow along with the questions to see if you can pinpoint the issue.

6. If it is an issue with predefined values, you can also look up that column’s acceptable values in Addendum A – Acceptable Data Values. Use an equivalent acceptable value to fill in that field.

Example: The State/Province field has a value of “Mass”, which is short for Massachusetts. However, in the predefined list of values for State/Province only “MA” is an acceptable value. In this case, you would then correct the value in the spreadsheet with “MA”.

7. If you still do not understand the issue, please contact your Divisional CAS Administrator for further help.

8. If after you research the issue, you realize you can NOT fix the problem in your spreadsheet, you have two options:

a. Go back to the spreadsheet and delete the record(s) that were flagged as having errors, re-select, re-open and re-validate the file. When the validation functionality indicates that you have no errors then click on the Upload Spreadsheet button.

OR

b. You can continue with the uploading of the spreadsheet. CAS Prime 2.0 has functionality built into it in which it automatically excludes the records with errors from being saved into the CAS Prime 2.0 database. If you choose to go with this option, ONLY the records that did not have any errors are saved and transmitted over to Medallia. You can do this by clicking on the Upload Spreadsheet button once you have validated the data and CAS Prime 2.0 has indicated which records are free of errors and which records have errors.

Tip: If your spreadsheet has opt-out errors (Example: Line x: Email [[email protected]] is in exclusion list), it is perfectly acceptable to utilize Option 2 by continuing with the upload process by clicking on the Upload Spreadsheet button. CAS Prime 2.0 automatically excludes the records that have been opted out and does not save those records in the CAS Prime 2.0 database.



Reports



Step By Step Instructions for Reports

How to Run a ReportTo upload survey data perform the following steps:

1. Click on the next to the Reports folder in the navigation tree on the left hand side of the screen. This expands the tree and shows the available report types that can be displayed.

2. Click on the appropriate report type from the navigation tree. Report Types are listed on the left hand-side of the screen as shown in Figure 14.

Figure 14 –CAS Prime 2.0 Report Screen

3. Then click on the report that you would like run and display.

4. The report results are displayed on the right hand side of the screen.

5. For more information on each report type see Section Report Descriptions.



Report DescriptionsCurrently, there are three reports that can be run from the CAS Prime 2.0 application. Below is a short description of each report so that you can decide which report best suits your needs:

Uploads: This report provides Divisional CAS Administrators the ability to review all uploads that have been saved into the CAS Prime 2.0 database. This report provides non-CAS Administrators the ability to look at reports that they have uploaded themselves.

Example: Sue Lambert, CAS Administrator for LED, is able to look at all uploads for LED or any division within Thermo Fisher. However, Suki Tse, a functional manager in LED, is able to look at the uploads that she has completed for her specific LED site.

The Uploads Report has two main components: Filters and Results.

Results: As indicated by the yellow box in Figure 15. This is the area where records matching the report criteria are displayed.

Example: In Figure 15, there is one record to be displayed. Since this user is not a CAS Administrator it only displays those uploads that they personally submitted.

Filters: Indicated by the red box in Figure 15. This allows you to narrow down the results by specifying certain criteria that must be met in order for the result to be shown. In this case, you can narrow down your results by:

ID: The ID number of the survey.

Creation Date: The date the survey upload was executed.

Survey Name: The name of the survey or survey type.

Upload Status: The status of the uploaded survey data

Employee Login: The login name of the user who uploaded the survey.



Figure 15 - Upload Report

To use a filter perform the following steps:

1. Enter in a value or partial value into any one of the filter text boxes.

2. Click on the filter graphic (triangle symbol) next to the corresponding text box. A filter drop menu appears.

3. Select the filter

4. The report results that match that new filter(s) are displayed.

Example: In Figure 16, the ID text box has been filled in with “124”. The filter icon has been clicked and the filter menu is displayed. The light color surrounding the StartsWith option indicates that is the filter to be selected. After that filter is selected only those records that start with “124” are displayed in the report.

Tip: You can set more than one filter at the same time.



Figure 16 - Upload Report Filters



Language Codes: Displays a list of acceptable foreign language codes, see Figure 17.

You can also review the list in Addendum B – Survey Data Upload Template.

Figure 17 - Language Codes Report



Country Codes: This is a list of the ISO3 country codes that CAS Prime 2.0 recognizes, see Figure 18.

Please note: although the ISO3 country codes are the preferred standard, CAS Prime 2.0 also recognizes ISO2 country codes and full spellings of countries. You can find the list of ISO3 country codes and the acceptable values for full spellings of countries in Addendum B – Survey Data Upload Template.

Figure 18 - Country Codes Report



Shared Documents



Step By Step Instructions for Shared Documents

How to Access the Shared DocumentsTo access the reference materials for CAS Prime 2.0, perform the following steps:

This whole section still has to be written – this will be filled in when the Shared Documents development on CAS Prime 2.0 has been completed.



FAQ’s

1. How do I gain access to the CAS Prime 2.0?

You must be assigned access by your Divisional CAS Administrator. If you do not know the identity of your Divisional CAS Administrator, contact [email protected].

2. Where can I obtain a copy of the template I should be using to upload data for my functional site?

Please reach out to your Divisional CAS Administrator and he/she will be able to provide you with the proper template

3. I can’t get into CAS Prime 2.0. What should I do?

Please reach out to your Divisional CAS Administrator who will be able to perform first level tech support. If he/she is not able to identify the problem, he/she will elevate the issue to the CAS Prime 2.0 Team to troubleshoot by logging a ticket via the Thermo Fisher Scientific Intranet Service Desk Self Service Portal. You can also log a ticket via the Thermo Fisher Scientific Intranet Service Desk Self Service Portal.

The weblink to the Thermo Fisher Scientific Intranet Help Desk E-ticketing System/Service Desk Self Service Portal is: http://helpdesk.thermo.com/

4. I think I might have uploaded data to the wrong Division/BU/Functional Site. What should I do?

If this mistake is realized before the data is extracted to Medallia, please notify your Divisional CAS Administrator as soon as possible. He/she has the ability to delete a batch upload. However, he/she can only do this IF the data has not been extracted over to Medallia. If the data has been extracted to Medallia already, it is too late to fix this mistake.

5. When is data extracted over to Medallia?

Every night at 9 PM EDT, CAS Prime 2.0 automatically sends an extraction file to Medallia for any records that were successfully uploaded into CAS Prime 2.0 from the previous 24 hours.

6. When I was validating, I got an error message that I do not fully understand. Who can help me understand this error message?

Your Divisional CAS Administrator will be able to clarify any error messages that you might not understand.

7. Why have some of our customers and companies we do business with quite often opted out of the CAS program? What does this mean?

Some of our customers have indicated to us that they would not like to participate in our survey program and we must honor their request to be in compliance with the Can Spam Act. Also, certain companies that we do business with have indicated to us that they do not want any of their employees surveyed. Thus, we have opt-outs at the individual email address level as well as the email domain/company level. CAS Prime 2.0 has functionality built into it so that customers that are on the opt-out list are always flagged as errors and cannot be uploaded into the CAS Prime 2.0 database.

8. Where can I find the list of the customers or Email domains that we cannot survey?

Addendum D – Opt-Out Email Domains provides the list of email domains that are on the Opt Out list as of May 13, 2009. A full list of opt outs by individual email addresses is also available for your reference. Your Divisional CAS Administrator will have the most updated Opt Out list.


mailto:[email protected]


9. I am not quite sure why my uploads are not working properly even though I am following the instructions in this user guide. Who can I go to for help?

Your Divisional CAS Administrator will be able to help you troubleshoot.

10. I’m on the manufacturing side of the business and interact with Fisher Scientific regularly. Can I send my contacts at Fisher Scientific a transaction survey?

Yes, you can send Fisher Scientific employees transaction surveys. Please note that for the survey to be successfully deployed to them, their @fishersci.com email domain must be provided in the upload spreadsheet. If their @thermofisher.com email domain is provided instead, CAS Prime 2.0’s opt-out filter blocks their record from being uploaded into the CAS Prime 2.0 database.

11. I tried to upload the spreadsheet in .txt format, but it is not working. Is there a specific format that my Excel spreadsheet has to be in?

Yes, all spreadsheets should be saved in the standard Excel format: Excel 2003.

12. Are there any rules in place in regards to how often we can survey a specific email address?

Yes, Medallia has functionality in place that will only allow a customer to be surveyed every 90 days. This touchpoint rule is applied across all Thermo Fisher divisions. For example, let’s assume LED sends a survey to [email protected] on Day 1. From Day 2 through Day 90, if any other division in addition to LED tries to send another survey to [email protected], Medallia will block the invite from going through. On Day 91,Medallia will allow [email protected] to once again receive a survey by any division that uploads his email address into CAS Prime. However, at any time, CAS Prime will not have any functionality to let you know that you’ve uploaded an email address that might be blocked due to the touchpoint rules that Medallia is managing.






Addendum A – Acceptable Data ValuesThe following are several tables of the acceptable values for the columns Language, Country, State or Province, Product Line and Brand. If you are trying to troubleshoot a problem with one of the fields, look through the tables below and see if the value for that field exists in the table. If it does NOT exist then you must replace the value with one from these tables. The new value should be as close to the original value as possible (if the original value was correct in terms of context).

Language: The following table lists the acceptable languages

LanguageEnglishChineseSpanishFrenchGermanFinnishJapaneseItalian

Country Codes: The following tables lists the acceptable country values and/or codes.

CountryAustraliaBhutanCambodiaHong KongIndiaIndonesiaJapanKorea, Democratic People's Republic OfLao People's Democratic RepublicMalaysiaMongoliaNepalNew ZealandPapua New GuineaPeoples Republic of ChinaPhilippinesSingaporeTaiwanThailandVietnamAmerican SamoaAnguillaBritish Indian Ocean TerritoryBrunei DarussalamChristmas IslandCocos (Keeling) Islands

CountryCook IslandsEast TimorFijiFrench Southern TerritoriesGuamHeard And Mc Donald IslandsKiribatiMacauMarshall IslandsMicronesia, Federated States OfMyanmarNauruNiueNorfolk IslandPalauPitcairnSamoaSolomon IslandsTokelauTongaTuvaluVanuatuKorea, Republic OfSri LankaNorthern Mariana IslandsMaldivesUnited States Minor Outlying

CountryIslandsTimor-LesteBangladeshAfghanistanAlgeriaAngolaBahamasBahrainBelizeBeninBoliviaBotswanaBrazilBurkina FasoBurundiCameroonCentral African RepublicChadChileCongoCongo, The Democratic Republic Of TheCosta RicaCote D'IvoireCubaDjiboutiDominican Republic



CountryEcuadorEgyptEritreaEthiopiaFrench GuianaGabonGambiaGhanaGuatemalaGuineaGuinea-BissauGuyanaHondurasIran (Islamic Republic Of)IraqIsraelJamaicaJordanLesothoLiberiaMadagascarMalawiMaliMexicoMoroccoNamibiaNicaraguaNigerParaguayRwandaSaudi ArabiaSierra LeoneSouth AfricaSudanSurinameSwazilandTrinidad And TobagoTunisiaUgandaUnited Arab EmiratesVenezuelaZimbabweAntarcticaAntigua And BarbudaArubaBarbadosBermudaBouvet IslandCape VerdeCayman IslandsDominicaEquatorial GuineaFalkland Islands (Malvinas)French Polynesia

CountryGuadeloupeHaitiMartiniqueMauritiusMayotteNetherlands AntillesNew CaledoniaReunionSaint Kitts And NevisSaint LuciaSao Tome And PrincipeSenegalSouth Georgia And The South Sandwich IslandsSt. Pierre And MiquelonSvalbard And Jan Mayen IslandsTurks And Caicos IslandsVirgin Islands (U.S.)YugoslaviaKenyaComorosKuwaitLebanonLibyan Arab JamahiriyaMauritaniaMontserratMozambiqueNigeriaOmanPeruPakistanPuerto RicoPalestineQatarSeychellesSt. HelenaSomaliaEl SalvadorSyrian Arab RepublicTogoTanzania, United Republic OfUruguaySaint Vincent And The GrenadinesVirgin Islands (British)Wallis And Futuna IslandsYemenZambiaWestern SaharaArgentinaColombiaGrenadaPanamaZaireSaint Martin

CountryAnguilaSaint BarthelemyAlbaniaTurkeyBulgariaCroatia (Local Name: Hrvatska)Czech RepublicGreeceHungaryPolandRomaniaSerbia & MontenegroSloveniaCyprusMaltaSerbiaMontenegroMacedonia, The Former Yugoslav Republic OfSlovakia (Slovak Republic)Bosnia And HerzegowinaKyrgyzstanAland IslandsUzbekistanAustriaBelarusBelgiumDenmarkEstoniaFinlandFranceGermanyIcelandIrelandItalyKazakhstanLatviaLuxembourgMoldova, Republic OfMonacoNorwayPortugalSpainSwedenSwitzerlandUkraineUnited KingdomAndorraArmeniaAzerbaijanFaroe IslandsGeorgiaGibraltarGreenland



CountryHoly See (Vatican City State)LiechtensteinSan MarinoJerseyGuernseyIsle of ManLithuaniaNetherlandsRussian FederationTurkmenistanTajikistanUnited StatesCanadaAUSBTNKHMHKGINDIDNJPNPRKLAOMYSMNGNPLNZLPNGCHNPHLSGPTWNTHAVNMASMAIAIOTBRNCXRCCKCOKTLSFJIATFGUMHMDKIRMACMHLFSMMMRNRUNIUNFKPLW

PCNWSMSLBTKLTONTUVVUTKORLKAMNPMDVUMITLSBGDAFGDZAAGOBHSBHRBLZBENBOLBWABRABFABDICMRCAFTCDCHLCOGCODCRICIVCUBDJIDOMECUEGYERIETHGUFGABGMBGHAGTMGINGNBGUYHNDIRNIRQISRJAMJOR

LSOLBRMDGMWIMLIMEXMARNAMNICNERPRYRWASAUSLEZAFSDNSURSWZTTOTUNUGAAREVENZWEATAATGABWBRBBMUBVTCPVCYMDMAGNQFLKPYFGLPHTIMTQMUSMYTANTNCLREUKNALCASTPSENSGSSPMSJMTCAVIRMKDKEN



COMKWTLBNLBYMRTMSRMOZNGAOMNPERPAKPRIPSEQATSYCSHNSOMSLVSYRTGOTZAURYVCTVGBWLFYEMZMBESHARGCOLGRDPANZAIMAFAIABLMALBTURBGRHRVCZEGRCHUNPOLROUSRBSVNCYPMLTSRBMNEMKDSVKBIHKGZCopyright © 2008 Thermo Fisher Scientific Inc. All rights reserved.THERMO FISHER SCIENTIFIC CONFIDENTIAL INFORMATION of 63


ALAUZBAUTBLRBELDNKESTFINFRADEUISLIRLITAKAZLVA

LUXMDAMCONORPRTESPSWECHEUKRGBRANDARMAZEFROGEO

GIBGRLVATLIESMRJEYGGYIMNLTUNLDRUSTKMTJKUSACAN


State or Province: The following tables lists the acceptable state/province values and/or codes.

State or Province ALAKASAZARCACOCTDEDCFMFLGAGUHIIDILINIAKSKYLAMEMHMDMAMIMNMSMOMTNENVNHNJNMNYNCNDMPOHOKORPWPAPRRISCSD

State or Province TNTXUTVTVAVIWAWVWIWYABBCMBNBNFNTNSONPEQCSKYTAlabamaAlaskaAmerican SamoaArizonaArkansasCaliforniaColoradoConnecticutDelawareDistrict of ColumbiaFed. States of MicronesiaFloridaGeorgiaGuamHawaiiIdahoIllinoisIndianaIowaKansasKentuckyLouisianaMaineMarshall IslandsMarylandMassachusetts

State or Province MichiganMinnesotaMississippiMissouriMontanaNebraskaNevadaNew HampshireNew JerseyNew MexicoNew YorkNorth CarolinaNorth DakotaNorthern Mariana Is.OhioOklahomaOregonPalauPennsylvaniaPuerto RicoRhode IslandSouth CarolinaSouth DakotaTennesseeTexasUtahVermontVirginiaVirgin IslandsWashingtonWest VirginiaWisconsinWyomingAlbertaBritish ColumbiaManitobaNew BrunswickNewfoundlandNorthwest TerritoriesNova ScotiaOntarioPrince Edward IslandQuebecSaskatchewanYukon

Product Line: The following tables lists the acceptable product lines.

Product LineNeurologyEndocrinologyNephrologyAP Microtomes AP Cryostats AP Tissue Processors AP Stainers AP Coverslippers AP Embedding Centers AP Tracking & Labeling AP IHC Stainers AP Morgue, Autopsy & Grossing AP Consumables AP IHC ConsumablesAP CytologySSG DiagnosticSSG CustomSSG MicroarraySSG Coverglass & SlidesSSG HandcareSSG Coated GlassDrug Monitoring ImmunoassaysDiagnostic Reagent KitsQC Calibrators and ControlsCalibration VerificationMicrosphere and Particle TechnologyIndustrialSupport Software& Service Medical BeveragesLab WaterClinical Chemistry ReagentsClinical Chemistry AnalyzersResearchSafetyHealthcareCole ParmerDavis InstrumentsManual Liquid HandlingAutomated Liquid HandlingLife ScienceChromatography ConsumablesEnvironmentalClinicalCold StorageCentrifugationBSC, CO2, OtherTCLWS

Product LineFHAQI Gas Analyzers AQI Industrial Hygiene AQI Particulate Analysis AQI Systems RMSI Neutron Generation RMSI Xray RMSI Explosives RMSI Contamination RMSI Dosimetry RMSI Environmental RMSI IST RMSI German Military RMSI Portables Self Manufactured RMSI Portables ICX RMSI Spare Parts RMSI Weighing RMSI Portals RMSI ASP WAI Lab WAI Process Monitoring BPP HyCloneBPP TC TechGC Acros OrganicsGC Fisher BioReagentsGC Fisher ChemicalGC MaybridgeLSR ABgeneLSR BioImageLSR BiopolymersLSR Cellomics HCS KitsLSR DharmaconLSR Nucleic Acid TechnologiesLSR Open BiosystemsLSR PierceInstruments Bulk ElementalInstruments FluorescenceInstruments GC/GCMSInstruments IO/MS, ICP-MS, IR-MS Instruments LC/MS Ion TrapInstruments LC/MS Single Quad, HPLCInstruments LC/MS Triple QuadInstruments LS/MS and Organic SectorInstruments MicroanalysisInstruments Molecular SpectroscopyInstruments Surface Analysis

Product LineInstruments Trace Elemental (AA)Instruments Trace Elemental (ICP)Instruments UV-VisInformatics AtlasInformatics NautilusInformatics SampleManagerInformatics LabManagerInformatics WatsonInformatics DarwinInformatics GalileoInformatics GRAMSInformatics EPInformatics KineticaCellular Imaging GatewayCellular Imaging HCiLab Auto Integrated SystemsLab Auto X WorkstationsLab Auto WorkCellsLab Auto Robotic ArmsLab Auto RapidStak Lab Auto IBB and Third party devicesLab Auto RapidStak VerticalLab Auto RapidStak PresenterLab Auto Cytomat product lineLab Auto BioStation CTLab Auto BioBankPrepared Culture MediaDehydrated Culture Media / AccessoriesAntimicrobial Susceptibility TestingBlood CultureIdentification/Rapid Test KitsCollection/TransportQuality Control OrganismsMolecular TestsMC Laboratory ExtrudersMC Process ExtrudersMC ViscometersMC RheometersCTS EMC test systemsCTS ESD test systemsCTS Latch-up simulatorsPS Process Analyzers PS Liquid Flow meters PS RTU EFM PS Data Acquisition PS Nuclear Sensors PS Other Sensors


PEA XLt/p/i PEA XL3t/pPID M&M Analyzers Bulk Material Elemental AnalyzersPID M&M Analyzers Coal AnalyzersPID M&M Analyzers Slurry Analyzers and SamplersPID M&M Analyzers Material HandlingPID M&M Analyzers Neutron Flux Monitoring SystemsPID M&M Gauging Flat Metal Thickness and Coating Gauges

PID M&M Gauging Web Process GaugesPID M&M Bulk Belt Conveyor Scale SystemsPID M&M Bulk Conveyor Safety SwitchesPID M&M Bulk Bulk Material Sampling SystemsPID M&M Bulk Weighbelt FeedersPID M&M Bulk Continuous and Point Level MeasurementPID M&M Bulk Flow/No Flow DetectorsPID M&M Bulk Tramp Metal Detection

PID M&M Bulk Solids Flow MeasurementPID M&M Bulk Asphalt Paving ControlsPID M&M Bulk Moisture and Constituent AnalyzersPID PI Metal DetectorsPID PI CheckweighersPID PI X Ray Inspection SystemsPID PI Moisture and Constituent AnalyzersPID PI Pulsar Beverage Gas Purity AnalyzerPID PI Alexus PureAqua Contaminant Detection System

Brand: The following table lists the acceptable brand names.

BrandAcros Organics Capitol Vial Chromacol EP Scientific Products LLC Fisher BioReagents Fisher Chemical I-Chem La-Pha-Pack Lab-Chrom-Pack Maybridge Metavac Molecular BioProducts Nalgene Outdoor Nalgene Nunc National Scientific Naugatuck Glass Oxoid Pactech Remel Samco Scientific Sun/Sri Separation Technologies Thermo Scientific Fisher ScientificFisher HealthcareFisher SafetyCole ParmerAthena DiagnosticsDavis Instruments



Addendum B – Survey Data Upload TemplateIn order for CAS Prime 2.0 to work correctly the contact data must be extracted from the CRM and ERP systems into a standard template. The standard template is below:

Divisional Templates: However, while the standard template must be used to successfully upload your survey data, there are several columns that can be locally defined and used according to your division’s preferences.

Below are the columns that can be locally defined by your Divisional CAS Administrator:

Letter Upload 1

Letter Upload 2

Letter Upload 3

Upload Variable 1

Upload Variable 2

Upload Variable 3

Upload Variable 4

Upload Variable 5

Upload Variable 6

Upload Variable 7

Figure 19 - Upload Variables

Because the template allows divisions to locally define the columns in Figure 19 within the standard template, please check with your Divisional CAS Administrator to obtain any upload templates that might be specific to your division or survey type.



Addendum C – Glossary of Terms

1. CARES: Thermo Fisher’s customer support credo defining the required behaviors for delivering an exceptional customer experience.

2. CAS: Customer Allegiance Score

3. CAS Prime: A Thermo Fisher software tool designed to validate the information in the feed file fields and remove any customers who have opted out of our survey program via a previous survey invitation. Due to SPAM laws which vary by country, we are legally obligated to provide customers with a method to prevent future surveys and must adhere to their request when they do so. CAS Prime 2.0 is replacing this older system.

4. CAS Working Group: A group of representatives from each Thermo Fisher division working together regularly on the CAS program.

5. CESC: Customer Experience Steering Committee. A group of divisional customer advocates focused on supporting their divisions in improving the customer experience across Thermo Fisher Scientific globally.

6. Customers: Our single most important asset.

7. CustomerSat: Thermo Fisher's survey software tool until June 2009.

8. Detractor: Survey Respondents who answer the “How likely are you to recommend” question with a 0-6

9. Divisional CAS Administrator: A person or a group of people within your division who is in charge of leading initiatives, projects and responsibilities for the CAS program. This person or group of people also represents your division in the CAS Working Group.

10. EFM Vendor: EFM stands for Enterprise Feedback Management. An EFM vendor provides the software application and tools to manage a centralized survey deployment, gather customer feedback and perform analysis on the data gathered. Our EFM Vendor as of June 2009 is Medallia

11. Feed File: An Excel file containing a predetermined set of customer contact information fields (formerly known as “upload variables”) to facilitate CAS deployment and reporting. This file contains mandatory fields and locally defined fields. Some of these fields are customer-facing and are used to populate the customer survey invitation letters. In this manual, the feed file is also referred to as the Survey Data Upload Template.

12. Functional Manager: The manager of a customer service, technical support, depot, field service, sales, or call center team within Thermo Fisher Scientific

13. Functional Site: A naming convention for an organization (often a department) responsible for managing CAS surveys defined by an aggregate of three letter acronyms representing: Country, Site location, Function. Example: “USA-COL-DP1”, which represents a USA, Columbia SC, Depot department.

14. KBM’s: Key Business Metrics. A set of defined metrics used to measure the success of numerous internal business metrics. See KBM manual.

15. KCM’s: Key Customer Metrics. A set of defined metrics used to measure the success of all customer touch points. See KCM manual.

16. Lowest node: Within a data set, this is the lowest defined information field. Example in the functional site naming convention, the lowest node is the function. In the functional site example “USA-COL-DP1”, DP1 (representing Depot 1) would be the lowest node.

17. LTR: “Likelihood to recommend” This generally refers to survey responses to the “How likely are you to recommend Thermo Fisher to a friend or colleague” question measured as a mean (average).



18. Medallia: Thermo Fisher’s survey software tool beginning June 2009.

19. NPS: Net promoter score (% of promoters minus % of detractors). This is representative of the percentage of customers who are actively promoting our products and services.

20. Org File: A list of Thermo Fisher Scientific organizations for the purposes of CAS survey deployment and reporting based on a triad naming convention defining functional sites.

21. OSAT: “Overall satisfaction”. This is the second to last question at the end of each survey and is usually measured as a mean (average)

22. Passive: Survey Respondents who answer the “How likely are you to recommend” question with a 7 or 8

23. Product Line: A database mechanism to associate data from multiple product categories and individual products to a division and set of CRUs.

24. Promoters: Survey Respondents who answer the “How likely are you to recommend” question with a 9 or 10

25. Relationship Survey: A survey deployed to a specific focus group of key customers defined by corporate management via invitation quarterly.

26. Sample Planner: A Thermo Fisher tool designed by statisticians to calculate the number of surveys required for deployment to generate a statistically relevant response result.

27. Thermofisher.net: The company intranet site, which hosts the Commercial Tools as well as the CAS Prime 2.0 application.

28. Transactional Survey: A survey deployed to a Thermo Fisher customer at the completion of a specific transaction with Thermo Fisher Scientific. It currently contains 7 questions.



Addendum D – Opt-Out Email DomainsBelow is the list of Email domains that are on the CAS Prime 2.0 Opt Out List. This list is updated on a regular basis and is current as of May 13, 2009. In addition to opted out email domains, the CAS Working Group also maintains a much longer opt out list of individual email addresses. For the most current and complete Opt Out List, please contact your Divisional CAS Administrator.

Opted Out Email Domains

@[email protected] @[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@Netech.co.uk

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]



@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@thermofisher.eu

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@Thermofishersci.com.sg

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@thermofisherscientific.ru



@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@thermonicoletindustrial.com

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@Thermoscientific.com.cn

@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@thermothruput.com



@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@westronics.com


Addendum E – Troubleshoot Access to CAS Prime 2.0

Daily login ID and Password for CAS PrimeYou may be prompted for a login ID when you access the link for the CAS Prime 2.0 application. In this case, your login ID is your daily ID that is used to access the Thermo Fisher Scientific network everyday. The password is also the one that you use everyday to login.

To attain your possible login ID:To access the CAS Prime 2.0 application, perform the following steps:

1. Right-click on any folder in ‘My Documents’ and select Properties2. Then select the Security tab as shown in Figure 20.

Figure 20 - Security Tab

3. Click the Add button.

4. The Select Users, Computers, or Groups window is displayed - Figure 21. Click on the Locations button.

Figure 21 - Select Users Window

5. Select the correct location that you are in and then click the OK button - Figure 22.

Figure 22 - Locations Window

6. Type in the Location name and click the Check Names button - Figure 23.

Figure 23 - Check Names

Tip: The common user ID that is generated from this information would look like: na\s00lf

7. To attain your possible user ID, take the first section that is in between the @ symbol and the first “.”. Then place a backslash after these letters.

Example: In this case (from Figure 23) it is the 2 letters “na”. Adding the backslash makes it: “na\”

8. Finally, to get your login ID, combine the letters and numbers that are before the @ symbol to the character string obtained in Step 7.

Example: In this example (from Figure 23) the combination of letters before the “@” are “s00lf”. Adding the “na\” to the front of that gives you a username of: “na\s00lf”.

Tip: This troubleshooting process will only work for a percentage of access issues into the CAS Prime application. If this does not work for you, then you should report your access issue through your proper channels.

To attain your password:

The password to log in is the one that you use everyday to login to the Thermo Fisher Scientific network. If you do not know what your password is, you must contact the IT Help Desk. See the FAQ’s section for more information.