The Application of GRAI Approach to the Services

Transcription

1 IFIP/IFAC Task Force Detroit Meeting Enterprise Integration Architecture : the Applications Experiences The Application of GRAI Approach to the Services By Guy DOUMEINGTS Professor at the Université Bordeaux 1 Director of the LAP (Laboratory of Automation and Productics) Head of the GRAI etroit, 3 rd November 1997

2 Plan! 1 - Context! 2 - Application of GIM and ECOGRAI to the Services! 3 - Main Results! 4 - Conclusion Page : 2

3 1 - Context Page : 3

4 The Company : Financial Engineering! Credit for goods, car, etc.! Assurances! Facilities management for goods credit cards! BORDEAUX Area - Customer Management Branch : 1275 persons " Customer relation Platform " Human ressources management " Logistic " Accountancy, Management control " Risk " Recovery! It exists other services located in France and several Agencies disseminated (Company Management, Development, Communication, Marketing...) Page : 4

5 The Customer Management Branch! 6 operational managements "Customer Relations "Credit and Agreement "Service Activities "Recovery "Computer Department and Logistic "Quality and Studies Page : 5

6 Market, Products and Services What? Who? PRESCRIBERS!Distribution!Distribution Supermarkets Supermarkets Franchisee Network Franchisee Network!Mail-order selling!mail-order selling!large enterprises!large enterprises SERVICE SERVICE!Private!Private Cards, Cards, Credit Credit!Customer!Customer loyalty loyalty system system!provision!provision of of a a service service : : Credit activities Credit activities Customer Management at distance Customer Management at distance Potential Exchanges CUSTOMER!Retail!Retail store store customers customers!mail-order!mail-order customers customers!customers!customers PRODUCTS!Consumer!Consumer Credit Credit!Savings!Savings!Insurances!Insurances!Non!Non financial financial products products Subscription Subscription Book club Book club Travels Travels Page : 6

7 Towards a Customer based organisation! The reasons for change "Customer expectations "Technological shop window Page : 7

8 The Project : Components! Control System : EIS and Groupware! Manufacturing System : Workflow and Call Center Page : 8

9 The Project : Requirements (1)! What they Wanted : "A participative method "To cover a range of departments of various sizes (from 10 to 150 persons ) "To be operational, pragmatic "A partnership to install progressively the culture of the performance indicators system Page : 9

10 The Project : Requirements (2)! What they didn t Want : "The consultant syndrome: «le deus ex machina» "The short-lived study never applied Page : 10

11 The Project : Objectives! To produce a set of Performance Indicators (PI) enabling the control of the operational activity at all decisional levels of the Company from Top Management to the operators, in a coherent way! To help the managers, from a limited set of indicators, to control the achievement of the predetermined objectives! To Distribute Performance Indicators through the organisation Page : 11

12 The Project : Choices! A software partner: Software Company X for EIS (Executive Information System)! A method for the software implementation: " «Maquettage Prototypage Industrialisation»! A method to determine and specify the Indicators :?????? Page : 12

13 The Search of a method Problematics " Which Performance Indicators (PI) to be used? " Where to implement them? " How to update them? Page : 13

14 The Search of a method The Choice of GRAI Approach implemented by INTEGRAI, the Transfert Research Company of LAP / GRAI! A test phase of six months at the Judicial Recovery Department in 1995! Decision to generalise at the end of 1995! Deployment in 1996 and 1997 Page : 14

15 The Search of a method! Use GIM (GRAI Integrated Methodology) to perform the model of the Existing Systems in a hierachical way (Board Management, Departments, Sectors) "In reality a simplified version of GIM was used! Use ECOGRAI : "to define at each level od decisions, the Objectives "the Decision Variables (the means to reach the objectives) "the Performance Indicators (evaluating the results of the decision variables actions to reach the objectifs) Page : 15

16 What is a Performance Indicator? Quantitative data which measures the efficiency of the Actions produced by Decision Variables! to reach the objectives defined at each level of decision considered,! in the frame of the enterprise's global objectives GRAI Page : 16

17 The original approach of ECOGRAI OBJECTIVE PERFORMANCE INDICATORS DECISION VARIABLES ECOGRAI approach : The other approaches : ECOGRAI, with its original approach, involving the future users during the study, allows it to identify :! a limited number and coherent PI to measure the achievement of the objectives,! with a regular distribution : covering the various functions (Engineering, Purchasing, Production, Management of Ressources) and the various decision levels (Strategic, Tactical, Operational) Page : 17

18 Hierarchical structure Board Management Decision Physical Decision Decision Decision Physical Department 1 Physical Department 2 Physical Department 3 Decision Physical Sector 1-1 Decision Physical Sector 1-2 Page : 18

19 2 - Application of GIM and ECOGRAI to the Services Page : 19

20 Structure of the Company The Company is composed of several Departments Each Departments is divided into sectors Head of the Department SECTOR 1 SECTOR 2 Sector Manager Assistant Manager Operators Page : 20

21 GIM STRUCTURED APPROACH : THE ACTORS Project Board Define the objectives of the study Orientate the study Evaluate the results Specialist / Proposal Analysts Group - GIM method Analysis & specialist Validation - Analysts To collect information Synthesis group Main Decidors of the Department (To perform the study) Interviewees group all concerned domains Synthesis Sub-group by Sector Page : 21

22 GIM STRUCTURED APPROACH : THE ACTORS, for the specific Study! Domain : Recovery Department covering all the country! The Groups / Teams "1 - Synthesis Group : composed of the Main Decidors "2 - Synthesis Sub-group : #2 Sector Managers #2 Assistant Managers #2 Operators! This Synthesis Sub-group allows to represent all sectors (one instead of six), and by this way, to reduce the duration of the study! Difficulties : it will be necessary to train all the other members of the various sectors Page : 22

23 Objectives of the Groups participating in the study! Objectives of the Synthesis Group : "Represent the global View of the department "Manage the studies "Assure the coherence between the different studies "Define the Performance Indicators of the department "Validate the results of the studies performed by the Synthesis sub-groups in each sector! Objectives of the Synthesis sub-groups : "Perform the model of the sectors "Define the Performance Indicators System for the sectors Page : 23

24 Project Plan Synthesis Group : M 28 M 21 M 11 March April Synthesis Sub-group: M M M M M M I I I I I I I I I 1 I I I March April M : Meeting I : Interview Page : 24

25 GRAI Grid and Physical System Traditional Grid and Physical System Company Grid and Physical System Manage the Products Plan Manage the Ressources Manage the Files Synchronise Manage the Ressources Strategic Strategic Tactical Tactical Operational Operational Control Control Raw Materials Flow Products Files Flow Files Information Mecanism Mecanism Page : 25

26 Physical system of the Region Manager Page : 26

27 The GRAI Grid for the Manager Manage the Files : Produces the decisions related to the management of the files (work methods, flow management etc...) Synchronise : Main function of production management, determines the plan of action and the coordination between the functions of the grid Manage the Ressources : Produces the decisions relating to the management of the personnel Level Fonction External Information Manage the files Synchronise the functions Manage the Ressources Internal Information Strategic H = 1 yr P = 4 mth Manage the procedures Evaluate the work, and the plan of action for the region Adjust the ressources Monthly report, Region reports par product Tactical H = 1 mth P = 1 wk Adapt the procedures Plan the activity Share out the workload amongst the operators Information from the daily meeting Operational H = 1 mth P = 1 day Volume of folders to handle Control the number of folders Follow the work Reallocate the work, and the workload Work reports Page : 27

28 DECISIONAL STRUCTURE "Difficulties with the "Physical System" : #It is not concrete #Difficulties for the participants to represent it "Difficulties to find the Decisional Structure at each level of Decision! Idea : For each level of Decision : 1 st Level of Decision 2 nd Level of Decision Stategic Tactical Operational GD S GR Physical for the 1 st Level Stategic Tactical Operational GD S Physical for the 2 nd Level GR Stategic Tactical Operational 3 rd Level of Decision GD S GR Physical for the 3 rd Level Page : 28

29 COORDINATION BETWEEN THE LEVELS OF DECISION Sector Manager GD S GR Transmission of Objectifs Assistant Managers Activities Operators Activities Assistant Manager GD S GR Transmission of Objectifs Operators Activities Operators GD S GR Activities Page : 29

30 The performance measurement of a System Objective of of Performance Indicators System :: To know the System status, in in order to to Check the objective achievements! Problematics : "Which Performance Indicators to be used? Objectives Control loop Actions Measurements Evaluations Report results Objectives "Where to implement them? Decision Variables Decision center Boundary Conditions Performance Indicators "How to update them? ACTIONS OPERATING SYSTEM MEASURES Page : 30

31 The 6 phases of the ECOGRAI method PHASE 0 Modelling of the control structure of the Manufacturing System - GRAI grids - Identification of the Main Decision Centres (MDC) PHASE 1 Identification of the MDC objectives and coherence analysis PHASE 2 Identification of the MDC decision variables and analysis of the conflicts between them PHASE 3 Identification of the MDC performances indicators (PI) and internal coherence analysis PHASE 4 Design of the PI information system PHASE 5 Integration of the PI information system inside the information system of the Manufacturing management with the help of the EIS tool (Executive Information System) Page : 31

32 3 - Main Results Page : 32

33 ECOGRAI Phase 1 : Identification of the Objectives and Coherence Analysis of the decomposition of the Objectives Sector REGION VERSION N 3 from 26/03/1996 PHASE : 1 Level Region Manager H = 12 Months P = 1 Month Objectives of the Centre of Decision : Evaluate the activity and plan of action for the region (S10) O S10 1 :... O S10 2 :... O S10 3 :... O S10 4 :... O S10 5 :... O S10 6 : Optimise the quality of the Recovery O S10 7 : Manage all of the accounts Level Region Manager H = 1 Month P = 1 week Objectives of the Centre of Decision : Plan the activity (S20) O S20 1 : Manage all of the accounts O S20 2 :... O S20 3 : Increase the rate of recption of calls to the region O S10 1 O S10 2 O S10 3 O S10 4 O S10 5 O S10 6 O S10 7 O S20 1 O S20 2 O S20 3 Page : 33

34 ECOGRAI PHASES 2 and 3 : Identification of the Decision Variables and the Performance Indicators (IP) CD : Plan the activity (S20) Level Region Manager H = 1 Month P = 1 Week OBJECTIVES O S20 1 : Manage all of the accounts Decision Variables VD20 1 : Analyse the daily requests VD20 2 : Consult and orientate the operators activities Performance Indicators PI20 1 :... Page : 34

35 ECOGRAI Results of Phase 3 : Identification of the Performance Indicators and Analysis of Coherence Sector REGION VERSION N 1 from 03/04/1996 PHASE : 3 Objectves of the Centre of Decision : Plan the Activity (S20) O S20 1 : Manage all of the accounts O S20 3 :... O S20 2 :... Level Region Manager H = 1 Month P = 1 Week VD20 1 : Analyse the daily requests VD20 2 : Consult and Orientate the operators activities VD20 3 :... VD20 4 :... VD20 5 :... VD20 6 :... VD20 7 :... Decision Variables Performance Indicators PI20 1 :... PI20 2 :... PI20 3 :... O S20 1 xx O S20 2 x xx O S20 3 xx xx IP IP20 1 IP20 2 IP20 3 VD201 xx xx VD202 xx xx xx VD203 xx x VD204 xx xx VD205 xx xx VD206 xx xx VD207 xx xx (xx) : Strong link (x ) : Weak link ( ) : No link Page : 35

36 Specification card of Performance Indicator Performance Indicator : PI20 3 : Rate of Telephone calls Function : Synchronise Horizon : 1 year Period : 1 Month Center of Decision : Plan the Activity (S20)! Objectives: " Increase the rate of reception of calls to the region! Decision Variables: " Consult and orientate the operators' activities (xx) "... "... " Give priority to the reception of calls (xx)! Basic Information : " Number of calls offered " Number of calls taken! Source :! Treatment : " PI20 3 : Rate of reception of calls = Number of calls taken / Number of calls offered Evolution desired : Perverse effects or repercussions possible on other indicators : Actions to make the indicator develop in the way desired : Style of representation : Page : 36

37 Global Planning Services \ Mois 1 st Year Second Year Ja F Ms Av Mai Jn Jt Ao S O N D Ja F Ms Av Mai Jn Jt Ao S O N Department A Department B Department C Department D ** ** Department E Department F Department G Department H Department I Department J Department K Department L Department M Department N Department O Department P Page : 37

38 5 - Conclusion Page : 38

39 Conclusion! Appropriation of the PI by the differents Departments and Sectors! Diffusion of the Culture to the Collaborators! Extension of the field : Quality! The use of GIM in the the Financial Enngineering Domain! The use of IMAGIM as a software support to GIM! The use a simplified version of GIM coupled with ECOGRAI to carry out the study and to design a Performance Indicators System Page : 39