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

2. 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

3. 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

4. April 2008 Philips Lighting http://www.crs.lighting.philips.com/crs

5. April 2008 Philips Lighting Userids & Passwords  Internal users Userid = Philips e-mail address Password = Internet password https://pww.secure.philips.com/names.nsf?changepassword  External Users Userid = e-mail address Password = (generated by the system and sent to the e-mail address), can be modified in “My profile” (see next slide)

6. April 2008 Philips Lighting

7. April 2008 Philips Lighting Home Page Complaint Reporter

8. 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

9. April 2008 Philips Lighting Complaint Form

10. April 2008 Philips Lighting

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

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

13. April 2008 Philips Lighting

14. April 2008 Philips Lighting

15. April 2008 Philips Lighting

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

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

18. April 2008 Philips Lighting Search Results (Internal CR)

19. April 2008 Philips Lighting User will receive an e-mail in accordance with the settings