methode grai

University Bordeaux 1

The Application of GRAI Approach to theServices

The Application of GRAI Approach to theThe Application of GRAI Approach to theServicesServices

By Guy DOUMEINGTSBy Guy DOUMEINGTSProfessor at the Université Bordeaux 1Professor at the Université Bordeaux 1Director of the LAPDirector of the LAP(Laboratory of Automation and Productics)(Laboratory of Automation and Productics)Head of the GRAIHead of the GRAI

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

Detroit, 3rd November 1997

Page : Page : 22

University Bordeaux 1 PlanPlan

! 1 - Context

! 2 - Application of GIM and ECOGRAI to the Services

! 3 - Main Results

! 4 - Conclusion

Page : Page : 33


1 - Context1 - Context1 - Context

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University Bordeaux 1 The Company : Financial EngineeringThe 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 Agenciesdisseminated (Company Management, Development,Communication, Marketing...)

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University Bordeaux 1 The Customer Management BranchThe Customer Management Branch

! 6 operational managements

"Customer Relations

"Credit and Agreement

"Service Activities

"Recovery

"Computer Department and Logistic

"Quality and Studies

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University Bordeaux 1 Market, Products and ServicesMarket, Products and Services

PRESCRIBERS!Distribution

Supermarkets

Franchisee Network

!Mail-order selling

!Large enterprises

PRESCRIBERS!Distribution

Supermarkets

Franchisee Network

!Mail-order selling

!Large enterprises

SERVICE!Private Cards, Credit

!Customer loyalty system

!Provision of a service :Credit activities

Customer Management at distance

SERVICE!Private Cards, Credit

!Customer loyalty system

!Provision of a service :Credit activities

Customer Management at distance

CUSTOMER!Retail store customers

!Mail-order customers

!Customers

CUSTOMER!Retail store customers

!Mail-order customers

!Customers

PRODUCTS!Consumer Credit

!Savings

!Insurances

!Non financial productsSubscription

Book club

Travels

PRODUCTS!Consumer Credit

!Savings

!Insurances

!Non financial productsSubscription

Book club

Travels

PotentialExchanges

Wh

at ?

Wh

o ?

Wh

at ?

Wh

o ?

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University Bordeaux 1 Towards a Customer based organisationTowards a Customer based organisation

! The reasons for change

"Customer expectations

"Technological shop window

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University Bordeaux 1 The Project : ComponentsThe Project : Components

! Control System : EIS and Groupware

! Manufacturing System : Workflow and Call Center

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University Bordeaux 1 The Project : Requirements (1)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

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University Bordeaux 1 The Project : Requirements (2)The Project : Requirements (2)

! What they didn’t Want :

"The consultant syndrome: «le deus ex machina»

"The short-lived study never applied

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University Bordeaux 1 The Project : ObjectivesThe Project : Objectives

! To produce a set of Performance Indicators (PI)enabling the control of the operational activity at alldecisional levels of the Company from TopManagement to the operators, in a coherent way

! To help the managers, from a limited set ofindicators, to control the achievement of thepredetermined objectives

! To Distribute Performance Indicators through theorganisation

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University Bordeaux 1 The Project : ChoicesThe 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 :??????

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University Bordeaux 1 The Search of a methodThe Search of a method

"" Which Performance Indicators (PI) to be used ? Which Performance Indicators (PI) to be used ?

"" Where to implement them ? Where to implement them ?

"" How to update them ? How to update them ?

ProblematicsProblematics

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! A test phase of six months at the JudicialRecovery Department in 1995

! Decision to generalise at the end of 1995

! Deployment in 1996 and 1997

The Choice of GRAI Approach implemented byThe Choice of GRAI Approach implemented byINTEGRAI, the Transfert Research Company ofINTEGRAI, the Transfert Research Company of

LAP / GRAILAP / GRAI

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! Use GIM (GRAI Integrated Methodology) toperform the model of the Existing Systems in ahierachical 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)

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University Bordeaux 1 What is a Performance Indicator ?What is a Performance Indicator ?

Quantitative data which measures the efficiencyof the Actions produced by Decision Variables

! to reach the objectives defined at each levelof decision considered,

! in the frame of the enterprise's global objectives

GRAI

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University Bordeaux 1 The original approach of ECOGRAIThe original approach of ECOGRAI

ECOGRAI, with its original approach, involving the future users during thestudy, allows it to identify :

! a limited number and coherent PI to measure the achievement of theobjectives,

! with a regular distribution : covering the various functions(Engineering, Purchasing, Production, Management of Ressources) andthe various decision levels (Strategic, Tactical, Operational)

ECOGRAI approach :The other approaches :

PERFORMANCEINDICATORS

DECISIONVARIABLES

OBJECTIVE

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University Bordeaux 1 Hierarchical structureHierarchical structureBoard Management

Decision

Physical

Department 2

Decision

Physical

Sector 1 - 2

Decision

Physical

Department 1

Decision

Physical

Department 3

Decision

Physical

Sector 1 - 1

Decision

Physical

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2 - Application of GIM and

ECOGRAI to the Services

2 - Application of GIM and2 - Application of GIM and

ECOGRAI to the ServicesECOGRAI to the Services

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Head of the Department

The Company is composed of several Departments

Each Departments is divided into sectors

SECTOR 1 SECTOR 2

Sector

Manager

Assistant

Manager

Operators

Structure of the CompanyStructure of the Company

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University Bordeaux 1 GIM STRUCTURED APPROACH : THE ACTORSGIM STRUCTURED APPROACH : THE ACTORS

Specialist /

Analysts Group - GIM method

specialist

- Analysts

Synthesis groupMain Decidors of the Department

(To perform the study)

Proposal

Analysis &

Validation

To collect

information

ProjectBoard

Define the objectives of the study

Orientate the study

Evaluate the results

SynthesisSub-groupby Sector 1

23

Interviewees groupall concerned domains

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University Bordeaux 1 GIM STRUCTURED APPROACH : THEGIM STRUCTURED APPROACH : THEACTORS, for the specific StudyACTORS, 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 theduration of the study

! Difficulties : it will be necessary to train all the othermembers of the various sectors

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!! Objectives of the Synthesis Group :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 Synthesissub-groups in each sector

! Objectives of the Synthesis sub-groups :"Perform the model of the sectors

"Define the Performance Indicators System for the sectors

Objectives of the Groups participating in theObjectives of the Groups participating in thestudystudy

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M

March

21

M

11

M

April

Synthesis Group :

28

M : Meeting I : Interview

Synthesis Sub-group:

M

March

12

M

April

28 20

M

27

M M

5

M

I

29

I

4

I

5

I

6

I

15

I

22

I

25

I

26

I

29

I

2

1I

3

I

4

Project PlanProject Plan

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University Bordeaux 1 GRAI Grid and Physical SystemGRAI Grid and Physical System

Manage theProducts

Manage theRessources

Plan

Control

FlowRawMaterials Products

Manage theFiles


Synchronise

Control

FlowFiles

Information

Files

Traditional Grid and Physical SystemTraditional Grid and Physical System Company Grid and Physical SystemCompany Grid and Physical System

Mecanism Mecanism

Strategic

Tactical

Operational

Strategic

Tactical

Operational

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University Bordeaux 1 Physical system of the Region ManagerPhysical system of the Region Manager

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University Bordeaux 1 The GRAI Grid for the ManagerThe GRAI Grid for the Manager

Fonction

Level

H = 1 yr

P = 4 mth

H = 1 mth

P = 1 wk

H = 1 mth

P = 1 day

ExternalInformation

Managethe files

Synchronisethe functions


InternalInformation

Manage theprocedures

Volume offolders to

handle

Adapt the

procedures

Controlthenumberof folders

Evaluate thework, and theplan of actionfor the region

Adjust theressources

Plan theactivity

Follow thework

Share out theworkload

amongst theoperators

Reallocatethe work,and theworkload

Monthly report,Region reports

par product

Informationfrom thedailymeeting

Workreports

Strategic

Tactical

Operational

Manage the Files :

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

Synchronise :

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

Manage the Ressources :

Produces the decisions relating to themanagement of the personnel

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SGD GR

SGD GR

SGD GR

10

20

3012

22

3217

27

1st Level of Decision

37

2nd Level of Decision

3rd Level of DecisionStategic

Tactical

OperationalStategic

Tactical

OperationalStategic

Tactical

Operational

Physical for the1st Level

Physical for the2nd Level Physical for the

3rd Level

DECISIONAL STRUCTUREDECISIONAL 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 ofDecision

! Idea : For each level of Decision :

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SGD GR

SGD GR

SGD GR

Transmissionof Objectifs

Transmissionof Objectifs

10

20

30

12

22

32

17

27

Sector Manager

AssistantManagersActivities

OperatorsActivities

OperatorsActivities

Activities

Operators

Assistant Manager

37

COORDINATION BETWEEN THE LEVELS OFCOORDINATION BETWEEN THE LEVELS OFDECISIONDECISION

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Objective of Performance Indicators System :

To know the System status, in order to Check the objective

achievements

Objective of Performance Indicators System :

To know the System status, in order to Check the objective

achievements

! Problematics :

"Which Performance Indicators to beused ?

"Where to implement them ?

"How to update them ?

Objectives

ACTIONS

Decision center

OPERATING SYSTEM

MEASURES

Report results

PerformanceIndicators

Decision Variables Boundary Conditions

Control loop

Measurements Objectives Actions

Evaluations

The performance measurement of a SystemThe performance measurement of a System

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PHASE 0Modelling of the control structure of the Manufacturing System - GRAI grids -

Identification of the Main Decision Centres (MDC)

PHASE 1Identification of the MDC objectives and coherence analysis

PHASE 2Identification of the MDC decision variables and analysis of the conflicts between them

PHASE 3Identification of the MDC performances indicators (PI) and internal coherence analysis

PHASE 4Design of the PI information system

PHASE 5Integration of the PI information system inside the information system of the

Manufacturing management with the help of the EIS tool (Executive InformationSystem)

The 6 phases of the ECOGRAI methodThe 6 phases of the ECOGRAI method

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3 - Main Results3 - Main Results3 - Main Results

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University Bordeaux 1 ECOGRAIECOGRAI

Sector REGION PHASE : 1VERSION N° 3 from 26/03/1996

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 regionH = 1 MonthP = 1 week

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 RecoveryO S10 7 : Manage all of the accounts

LevelRegion

Manager

H = 12 MonthsP = 1 Month

O S20 1 O S20 2 O S20 3

O S10 1 O S10 2 O S10 3 O S10 4 O S10 5 O S10 6 O S10 7

LevelRegion

Manager

Phase 1 : Identification of the Objectives and Coherence Analysis of the Phase 1 : Identification of the Objectives and Coherence Analysis of the decomposition of the Objectivesdecomposition of the Objectives

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University Bordeaux 1 ECOGRAIECOGRAI

OBJECTIVES O S20 1 : Manage all of the accounts

DecisionVariables

Performance Indicators

PI20 1 : ...

H = 1 MonthP = 1 Week

VD20 1 : Analyse the daily requests

VD20 2 : Consult and orientate the operators’ activities

LevelRegion

Manager

PHASES 2 and 3 : Identification of the Decision Variables and thePHASES 2 and 3 : Identification of the Decision Variables and thePerformance Indicators (IP)Performance Indicators (IP)

CD : Plan the activity (S20)CD : Plan the activity (S20)

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Sector REGION PHASE : 3VERSION N° 1 from 03/04/1996

Objectves of the Centre of Decision : Plan the Activity (S20)

O S20 1 : Manage all of the accounts

O S20 2 : ...

O S20 3 : ...

Decision Variables

Performance Indicators

PI20 1 : ...PI20 2 : ...PI20 3 : ...

VD20 1 : Analyse the daily requestsVD20 2 : Consult and Orientate the operators’ activitiesVD20 3 : ...VD20 4 : ...VD20 5 : ...VD20 6 : ...VD20 7 : ...

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

LevelRegion

Manager

H = 1 MonthP = 1 Week

O S20 1 xxO S20 2 x xxO S20 3 xx xx

IP IP20 1 IP20 2 IP20 3VD201 xx xxVD202 xx xx xxVD203 xx xVD204 xx xxVD205 xx xxVD206 xx xxVD207 xx xx

ECOGRAIECOGRAIResults of Phase 3 : Identification of the Performance Indicators and Analysis Results of Phase 3 : Identification of the Performance Indicators and Analysis

of Coherenceof Coherence

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! 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

Performance Indicator : PI20 3 : Rate of Telephone callsFunction : Synchronise Horizon : 1 year Period : 1 Month

Center of Decision : Plan the Activity (S20)

Evolution desired :

Perverse effects or repercussions possible onother indicators :

Actions to make the indicator develop in the waydesired :

Style of representation :

Specification card of Performance IndicatorSpecification card of Performance Indicator

Page : Page : 3737


Ja F Ms Av Mai Jn Jt Ao S O N D Ja F Ms Av Mai Jn Jt Ao S O N

1 st Year Second Year

Services \ Mois

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

** **

Global PlanningGlobal Planning

Page : Page : 3838


5 - Conclusion5 - Conclusion5 - Conclusion

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University Bordeaux 1 ConclusionConclusion

! Appropriation of the PI by the differents Departments andSectors

! 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 withECOGRAI to carry out the study and to design aPerformance Indicators System

methode grai

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