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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
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University Bordeaux 1
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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University Bordeaux 1 The Search of a methodThe Search of a method
! 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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University Bordeaux 1 The Search of a methodThe Search of a method
! 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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
!! 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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University Bordeaux 1
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
Manage theRessources
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
Manage theRessources
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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
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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University Bordeaux 1
! 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
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University Bordeaux 1
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
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University Bordeaux 1
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