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CRS (Release 5.0)

CRS (Release 5.0). L. Nys. 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)

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CRS (Release 5.0)

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  1. CRS (Release 5.0) L. Nys

  2. Complaint Registration System 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. 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. http://www.crs.lighting.philips.com/crs

  5. 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. Home Page Complaint Reporter

  7. 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

  8. Complaint Form

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

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

  11. For External CR, Search is restricted to “own complaints”, only one term can be filled in the wild search

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

  13. Search Results (Internal CR)

  14. User will receive an e-mail in accordance with the settings

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