Interaction Model

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INTERACTION MODEL

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INTERACTION MODEL

The objective is to guarantee that interactions have a clear structure and guidelines, which optimize the general performance of the processes, guarantee timely attention to requirements and standardize the care provided; seeking to generate a memorable service experience for our clients, collaborators and suppliers.

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ABS: Regional Center for Transformational Services. Country: Holcim in each country, also Country or OpCo (Operating Company) SPOC: He is the Manager or key point of contact per process designated as responsible for Holcim in each country, with whom all issues related to ABS are channeled. O2C: It is known as O2C, it is an abbreviation of its name in English Order to Cash, which translates as Sales Order to Collection Process and is in charge of managing all issues related to clients. P2P: It is known as P2P, it is an abbreviation of its name in English Purchase to Pay, which translates as Process Purchases to Payments to suppliers; and is in charge of managing all issues related to suppliers. H2R: It is known as H2R, it is an abbreviation of its name in English Hire to Retire and it is the process in charge of managing all issues related to collaborators from their hiring to their retirement. SDM: It is known as SDM since it is an abbreviation of Service Delivery Management and is responsible for measuring, analyzing and reporting the indicators of the company and/or its clients. Level 1: It is the first contact of a Holcim customer, supplier or collaborator in the region when they contact the contact center. Level 2: They are the solutions that ABS process factories provide when faced with a query from a client, supplier or collaborator. Level 3: They are the solutions that OpCos provide when faced with a query from a supplier or collaborator client. Tickets: Requests that contain the requirement that a client, supplier or collaborator requested from the Contact Center that could not be resolved at Level I. RCSC: Regional Customer Service Center, which is made up of two areas Requests and Inquiries and Order Taking. Requests And Inquiries (R&I): It is the area specialized in managing requests, complaints and claims that are received from clients, suppliers and collaborators. Request: Express and formal request for information or specific actions. Complaint: It is a nonconformity in the perception or quality of a product or service provided and this requires correctives and/or compensation to regain the customer's trust. Claim: It is a disagreement that compromises economic values for the provision of a service or sale of a product. Comment / Suggestion: It is the manifestation of a suggestion from the client's perspective of how services could be better provided, sometimes they do not coincide with the vision of other clients. Order Taking (O.T): It is the area responsible for taking orders for cement and aggregates, for the moment. Concrete orders are taken directly in the country. Costumer: They are all natural or legal persons who buy a product or service from Holcim. Supplier: These are all natural or legal persons that sell a product or service to Holcim. Employee: These are all collaborators who have a contractual employment relationship with Holcim. Factories: They are the different areas of ABS where transactional activities are executed. Exit Campaign: It is to contact a target audience by telephone or via email to transmit a message that the Process Factory or the OpCo requires that segment or target audience to know.

Clients, Suppliers and Employees

ABSRCSC

Countries Functions:Sellers/FinanceHR Local/Logistics

O2C

Logistics

Level 3

Level 2

Level 1

Process factories

Info.pais@lafargeholcim.com

Info.pais@lafargeholcim.com

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Leena AI

LASER Workplace

INTERACTION MODEL

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