April 2008 Philips Lighting CRS (Release 5.0) L. Nys

April 2008 Philips Lighting C omplaint R egistration S ystem Worldwide Lighting system for handling of product- and system- related complaints with the objective  To register the complaints  To support the complaint handling process (involvement of all parties involved)  To collect feedback for the supply centres  To monitor the after sales performance

April 2008 Philips Lighting Parties involved in the After Sales Process/Roles in CRS  Complaint Reporters (CR): Customers and Sales Representatives  Complaint Managers (CM): After Sales Representatives in the CSU’s  Quality Managers (QM): Quality Engineers in the supply centres  Service Managers (SM): Service support managers at CTB

April 2008 Philips Lighting

April 2008 Philips Lighting Userids & Passwords  Internal users Userid = Philips address Password = Internet password  External Users Userid = address Password = (generated by the system and sent to the address), can be modified in “My profile” (see next slide)

April 2008 Philips Lighting

April 2008 Philips Lighting Home Page Complaint Reporter

April 2008 Philips 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 2008 Philips Lighting Complaint Form

April 2008 Philips Lighting

April 2008 Philips Lighting For Internal CR (Philips Staff), Additional option available are search customer (within their SO), update existing customers

April 2008 Philips Lighting For Internal CR (Philips Staff), Additional option available are search customer (within their SO), update existing customers

April 2008 Philips Lighting

April 2008 Philips Lighting

April 2008 Philips Lighting

April 2008 Philips Lighting For External CR, Search is restricted to “own complaints”, only one term can be filled in the wild search

April 2008 Philips Lighting For Internal CR (Philips Staff), Search is restricted to their “own Sales Organization”, Lot more search filters

April 2008 Philips Lighting Search Results (Internal CR)

April 2008 Philips Lighting User will receive an in accordance with the settings