Methode Grai

University Bordeaux 1

IFIP/IFAC Task Force Detroit Meeting Enterprise Integration Architecture : the Applications Experiences

The The Application Application of of GRAI GRAI Approach Approach to to the the Services Services

By Guy DOUMEINGTS Professor at the Université Bordeaux 1 Director of the LAP (Laboratory of Automation and Productics) Head of the GRAI Detroit, 3rd November 1997

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Plan

!1

- Context

!2

- Application of GIM and ECOGRAI to the Services

!3

- Main Results

!4

- Conclusion

Page : 2

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11 -- Context Context

Page : 3

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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

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!6

The Customer Management Branch

operational managements

"Customer Relations "Credit and Agreement "Service Activities "Recovery "Computer Department and Logistic "Quality and Studies

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Who ?

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Market, Products and Services PRESCRIBERS PRESCRIBERS

CUSTOMER CUSTOMER

!Distribution !Distribution

!Retail storecustomers customers !Retailstore !Mail-order customers !Mail-ordercustomers !Customers !Customers

Supermarkets Supermarkets Franchisee Network Franchisee Network

selling !Mail-order !Mail-order selling enterprises !Large !Large enterprises

What ?

Potential Exchanges SERVICE SERVICE

!Private Cards,Credit Credit !PrivateCards, loyalty !Customer system !Customer loyaltysystem of a service !Provision !Provision of a service: : Credit activities Credit activities Customer Management at distance Customer Management at distance

PRODUCTS PRODUCTS

!Consumer Credit !ConsumerCredit !Savings !Savings !Insurances !Insurances !Non financialproducts products !Nonfinancial Subscription Subscription Book club Book club Travels Travels

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! The

Towards a Customer based organisation

reasons for change

"Customer expectations "Technological shop window

Page : 7

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The Project : Components

! Control

System : EIS and Groupware

! Manufacturing

System : Workflow and Call Center

Page : 8

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! What

The Project : Requirements (1) 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

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! What

The Project : Requirements (2) they didn’t Want :

"The consultant syndrome: «le deus ex machina» "The short-lived study never applied

Page : 10

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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

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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

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The Search of a method Problematics

" Which Performance Indicators (PI) to be used ? " Where to implement them ? " How to update them ?

Page : 13

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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

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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

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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

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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

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Hierarchical structure Board Management Decision Physical

Decision

Decision

Decision

Physical

Physical

Physical

Department 1

Department 2

Department 3

Decision

Decision

Physical

Physical

Sector 1 - 1

Sector 1 - 2

Page : 18

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22 -- Application Application of of GIM GIM and and ECOGRAI ECOGRAI to to the the Services Services

Page : 19

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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

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GIM STRUCTURED APPROACH : THE ACTORS Project Board Define the objectives of the study Orientate the study Evaluate the results

Specialist / Analysts Group - GIM method specialist - Analysts

Proposal Analysis & Validation

To collect information

Synthesis group Main Decidors of the Department (To perform the study) Synthesis Sub-group by Sector 1

2

3

Interviewees group all concerned domains

Page : 21

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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

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!

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

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Project Plan

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Synthesis Group : M

M

28

M

21

11

March

April

Synthesis Sub-group: M

M

28 29

4 5 6

12

M 15

20

M 22

25 26 27

M

M

29

2 3 4 5

1

I

I I I

I

March

M

: Meeting

I

I I

I

I I I April

I

: Interview

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GRAI Grid and Physical System

Traditional Grid and Physical System Manage the Products

Plan

Company Grid and Physical System

Manage the Ressources

Manage the Files

Strategic

Strategic

Tactical

Tactical

Operational

Manage the Ressources

Operational Control

Raw Materials

Synchronise

Control Products

Files

Flow

Files Flow

Information Mecanism

Mecanism

Page : 25

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Physical system of the Region Manager

Page : 26

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The GRAI Grid for the Manager

Manage the Files :

Synchronise :

Manage the Ressources :

Produces the decisions related to the management of the files (work methods, flow management etc. . .)

Main function of production management, determines the plan of action and the coordination between the functions of the grid

Produces the decisions relating to the management of the personnel

Fonction Level

External Information

Manage the procedures

H = 1 yr

Strategic

P = 4 mth H = 1 mth

Tactical Operational

Manage the files

P = 1 day

procedures

Volume of folders to handle

Control the number of folders

Internal Information

Adjust the ressources

Monthly report, Region reports par product

Plan the activity

Share out the workload amongst the operators

Information from the daily meeting

Follow the work

Reallocate the work, and the workload

Evaluate the work, and the plan of action for the region

Adapt the

P = 1 wk H = 1 mth

Synchronise Manage the the functions Ressources

Work reports

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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 : 1st Level of Decision 2nd Level of Decision GD

Stategic

10

Tactical

20

Operational

30

S

GR

Physical for the 1st Level

3rd Level of Decision GD

Stategic

12

Tactical

22

Operational

32

S

GR

Physical for the 2nd Level

GD

Stategic

17

Tactical

27

Operational

37

S

GR

Physical for the 3rd Level

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COORDINATION BETWEEN THE LEVELS OF DECISION

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Sector Manager GD

S

Transmission of Objectifs

GR

10 20 30

Assistant Manager Assistant Managers Activities

Operators Activities

GD

S

GR

12

Transmission of Objectifs

22 32 Operators Activities

Operators GD

S

GR

17 27 37 Activities

Page : 29

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The performance measurement of a System Objective Objectiveof ofPerformance PerformanceIndicators IndicatorsSystem System::

To To know know the the System System status, status, in in order order to to Check Check the the objective objective achievements achievements ! Problematics :

Control loop Objectives

Actions

Measurements

Evaluations

"Which Performance Indicators to be used ?

Report results

Objectives

Decision center

"Where to implement them ? "How to update them ?

Decision Variables

ACTIONS

Boundary Conditions

OPERATING SYSTEM

Performance Indicators

MEASURES

Page : 30

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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

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33 -- Main Main Results Results

Page : 32

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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

Objectives of the Centre of Decision : Evaluate the activity and plan of action for the region (S10) Level Region Manager

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

H = 12 Months P = 1 Month

Objectives of the Centre of Decision : Plan the activity (S20) Level Region Manager H = 1 Month P = 1 week

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 S20 1

O S20 2

O S20 3

O S10 6

O S10 7

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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

VD20 1 : Analyse the daily requests

Decision Variables

VD20 2 : Consult and orientate the operators’ activities

Performance Indicators PI20 1 : ...

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ECOGRAI

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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 : ...

Decision Variables

Level Region Manager

VD20 1 : Analyse the daily requests VD20 2 : Consult and Orientate the operators’ activities VD20 3 : ... VD20 4 : ... VD20 5 : ... VD20 6 : ... VD20 7 : ...

H = 1 Month P = 1 Week

Performance Indicators PI20 1 : ... PI20 2 : ... PI20 3 : ...

O S20 1 O S20 2 O S20 3 IP VD201 VD202 VD203 VD204 VD205 VD206 VD207

xx x xx IP20 1 xx xx xx xx xx xx

xx IP20 2 xx xx xx xx

xx IP20 3 xx x xx xx xx

(xx) : Strong link (x ) : Weak link ( ) : No link

Page : 35

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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 :

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Global Planning 1 st Year

Services \ Mois

Ja

F

Second Year 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

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55 -- Conclusion Conclusion

Page : 38

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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 !

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