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Similaire à Ideas@Work - Avondseminarie Lean - Presentatie Eurocontrol
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Ideas@Work - Avondseminarie Lean - Presentatie Eurocontrol
- 1. The European Organisation for the Safety of Air Navigation Lean Deployment in EUROCONTROL How to integrate customer requirements within a LEAN Transformation. Véronique ANSSEAU Corporate Process Improvement Specialist
- 2. The European Organisation for the Safety of Air Navigation Agenda: 1. LEAN Project Context 2. VOC Approach, Development 3. Lesson learned EUROCONTROL VOC feedback - VAnsseau
- 3. EUROCONTROL but not EU EUROCONTROL & EU Estonia EUROCONTROL European Organisation for the Safety of Air Navigation 39 Member States + EC Founded in 1960 2027 Staff in four locations: Brussels HQ Bretigny (FR) Maastricht Luxembourg EUROCONTROL VOC feedback - VAnsseau
- 4. EUROCONTROL : We build the Single European Sky ! Collect route charges Manage the Air Traffic pan-European network Draft regulations ATM Research & Development Provide Air Traffic Services in the upper airspace of Belgium, Luxembourg, the Netherlands and the north west of Germany EUROCONTROL VOC feedback - VAnsseau
- 5. The Context for the Lean Implementations Strong pressure from Stakeholders to reduce Costs Example : DR staffing complement (23% reduction in two years) …but no reduction in workload EUROCONTROL VOC feedback - VAnsseau 5 Need to “Do more with Less”
- 6. Back to the root … back to… LEAN Principles EUROCONTROL VOC feedback - VAnsseau 1.Identify Value “In the beginning, there was a need” said Taiichi Ohno
- 7. Eurocontrol Lean Implementation Toolbox 7EUROCONTROL VOC feedback - VAnsseau Deliver (only) what the customer is expecting: Collect Customer Requirements Process Objectives & Attention Points VOICE OF CUSTOMERS Align Operating Model with Customer Requirements “To Be” Organisation & Processes END-TO-END LEAN PROCESS & ORGANISATION Strengthen the execution of team activities Leverage people assets to deliver client value LEAN TEAM People: Skills & Behaviours Operations Mgmt: Participative & Visual
- 8. The European Organisation for the Safety of Air Navigation 2 The Voice Of Customers EUROCONTROL VOC feedback - VAnsseau
- 9. Two examples of « Voice of Customer » 9 • Efficiency & Quality of Service of Corporate Procurement Team • ~ 20 people working on 4 sites (BE, NL, LUX & FR) 1. Corporate Procurement • Clarify & organise the support activities within the Ops Room • ~ 25 people in the “support” team • ~ 150 operators in the Ops Room 2. Network Management: Current Operation EUROCONTROL VOC feedback - VAnsseau
- 10. Select key process customers Capture their feedback What is important? What is current level of satisfaction? Consolidate into Key Customer Expectations & Validate importance /satisfaction scores Translate to Process Drivers PROC Voice of Customers 10 Member States/ Sr Mgt Business Suppliers 6 Interviews Large to small suppliers Interview PDR 7 Interviews Business Partner Technical Mgrs VOC VOC VOC VOC VOC VOC VOC VOC VOC VOC VOC VOC VOC VOC EUROCONTROL VOC feedback - VAnsseau Phased approach produces the Process Drivers
- 11. 11 Alignment to strategy Maximise competition to get best value for money Minimise procurement leadtime Minimise procurement effort Optimise internal collaboration Optimise external collaboration Pragmatic application of rules & regulations 3 4 5 6 7 1 2 • Best value for money is not guaranteed because the process does not ensure all suitable suppliers compete and because PROC has not enough negotiation skills/knowledge. • Rules and regulations are applied, but not in a pragmatic & efficient manner. • Process leadtime is heavily influenced by extra controls and by a PROC organisation which is based on individual efforts/ skills. No control due to the lack of Best Practices/ standardisation. • On file level, alignment to the strategy is being enforced with extra process validation steps. On agency level, limited management of supplier base and in-depth knowledge of products/ services. • No close partnership between business (Technical Manager) and PROC; there is a lack of trust and info sharing. • Unnecessary procurement efforts due to rework, lack of info, … • Collaboration with suppliers is not always optimal due to inappropriate communication channels and/ or suboptimal info sharing + – – +Satisfaction Importance 3 4 5 6 7 1 2 EUROCONTROL VOC feedback - VAnsseau PROC Voice of Customer VOC Report (Macro level ) Seven Key Customer Expectations identified Indicating a suboptimal PROC process/ organisation
- 12. VOC Results 12 PROC Process Evaluate TO BE process design against the identified Process Drivers PROC organisation Score potential TO BE organisation scenario’s against the 7 Key Customer Expectations Lean Team Use the 7 Key Customer Expectations as input for Team Performance (KPI’s) EUROCONTROL VOC feedback - VAnsseau PROC Voice of Customer Results VOC Input for improvement initiatives
- 13. Two examples of « Voice of Customer » 13 • Efficiency & Quality of Service of Corporate Procurement Team • ~ 20 people working on 4 sites (BE, NL, LUX & FR) 1. Corporate Procurement • Clarify & organise the support activities within the Ops Room • ~ 25 people in the “support” team • ~ 150 operators in the Ops Room 2. Air Traffic Control Network Operations EUROCONTROL VOC feedback - VAnsseau
- 14. NOS Voice of Customer ….. a Project in a LEAN Project
- 15. DR/APP/PRS/ V Ansseau 1. Selection of 40 key process customers into 4 segments 2. Captured their feedback What is important? What is current level of satisfaction? 3. Key Customer Expectations consolidations & importance /satisfaction scores 4. Translation into Organisation Drivers Phased approach produces the Organisation Drivers NOS Voice of Customer +2013 DNM Yearly Survey 15 VOCVOCVOC VO C VOC VOC VOC VOC VOC VOC VOC VOC VOCVOCVOC VOC expectations VOCVOCVOC VOC VOC VOC VOC VOC VOCVOC VOCVOC VOC expectations VOC VOC VOC VOC VOC VOC VOC Aircraft Operators 11 interviews : AOG & SKI Axis G ANSP’s 15 interviews : ODGS & SKI Axis G DFS, NATS, SkyGuide, ENAV, LVLN, Irish, FR, Portugal, Crnocontrol, NAVIAIR… l Internal curstomers 12 interviews 4 IFPS, 3 FM tactical, 1 FM NMC, 2 ASM, 1 OPL, 1 ORA U.S.Force, KLM, Lufthansa, British Airways, Air France, Swiss, FLY be, Titan, Easy Jet AIRPORTS 2 Interviews : SKI Axis G Internal Airports rep., SION airport Only expectations 10 FMP - Flow Mgt Position 5 AMC - Airspace Mgt Cell 3 ENV Coordinators Reviewed with 3 NOS people
- 16. DR/APP/PRS/ V Ansseau 16 NOS Voice of Customer build your interview skeleton and … be practical … time quality cost efficiency service
- 17. DR/APP/PRS/ V Ansseau Key Operational Services+ – – + Satisfaction Importance ANSP’s Aircraft Operators Information Sharing & Information Products : NOP Portal Reporting & Conferences (Operational reporting - E-Conferences) Flight Plan Flow, Capacity Mgt & Crisis mgt Technical Helpdesk Planning services - Aeronautical Data – (NOP document– RAD ) 10 11a 12 13 8 91212 11b 11b 8 8 9 913 13 1010 Information Sharing & Information Products : CHMI 11b 11a 11a Importance/ Satisfaction matrix By customer Segment NOS Voice of Customer VOC Report (Macro level )
- 18. NOS Voice of Customer VOC Report (Micro Level)
- 19. VOC Results 19 2013- NOS Process Evaluate TO BE process design against the identified Process Drivers 12/12/2012 NOS organisation Workshop Score potential TO BE organisation scenario’s against the Key Customer Expectations 2013 - NOM Lean Team Use the Key Customer Expectations as input for Lean Team 2013- DNM Yearly Survey Use VOC Results for preparing the Quantitative 2013 Survey NOS Voice of Customer Results VOC Input for improvement initiatives
- 20. Preparation is key and must be supported by business planning, consistence, interview template, slide introduction, invitations, emails, phones, sandwiches and … find opportunities… It is a time consuming process ! Customers are delighted to be consulted …. you have to listen and be humble. Interviewer skills : Neutral, matching Qualitative Analysis - Face 2 Face & Focus Groups Keep your scope …. Nothing out of your LEAN project It is mandatory to (re)act on the VOC: feedback, improvements, actions… It raises surprises…And alignment within the organisation For VOC Report … keep some good illustrations and Quotes, only what you are 100% sure ! Issues & Lessons Learned..