The European Organisation for the Safety of Air NavigationLean Deployment in EUROCONTROLHow to integrate customer requirem...
The European Organisation for the Safety of Air NavigationAgenda:1. LEAN Project Context2. VOC Approach, Development3. Les...
EUROCONTROL but not EUEUROCONTROL & EUEstoniaEUROCONTROLEuropean Organisation for the Safety of Air Navigation39 Member St...
EUROCONTROL : We build the Single European Sky !Collect route chargesManage the Air Traffic pan-European networkDraft regu...
The Context for the Lean ImplementationsStrong pressure from Stakeholders to reduce CostsExample : DR staffing complement ...
Back to the root … back to… LEAN PrinciplesEUROCONTROL VOC feedback - VAnsseau1.IdentifyValue“In the beginning, there was ...
Eurocontrol Lean Implementation Toolbox7EUROCONTROL VOC feedback - VAnsseauDeliver (only) what the customer is expecting:C...
The European Organisation for the Safety of Air Navigation2 The Voice Of CustomersEUROCONTROL VOC feedback - VAnsseau
Two examples of « Voice of Customer »9• Efficiency & Quality of Service ofCorporate Procurement Team• ~ 20 people working ...
Select key process customersCapture their feedbackWhat is important?What is current level of satisfaction?Consolidate into...
11Alignment to strategyMaximise competition to getbest value for moneyMinimise procurementleadtimeMinimise procurement eff...
VOC Results12PROC ProcessEvaluate TO BE processdesign against theidentified Process DriversPROC organisationScore potentia...
Two examples of « Voice of Customer »13• Efficiency & Quality of Service ofCorporate Procurement Team• ~ 20 people working...
NOS Voice of Customer….. a Project in a LEAN Project
DR/APP/PRS/ V Ansseau1.Selection of 40 keyprocess customers into4 segments2.Captured their feedbackWhat is important?What ...
DR/APP/PRS/ V Ansseau 16NOS Voice of Customerbuild your interview skeleton and … be practical …timequalitycost efficiencys...
DR/APP/PRS/ V AnsseauKey Operational Services+–– +SatisfactionImportanceANSP’sAircraft OperatorsInformation Sharing & Info...
NOS Voice of CustomerVOC Report (Micro Level)
VOC Results192013- NOS ProcessEvaluate TO BE processdesign against theidentified Process Drivers12/12/2012NOS organisation...
Preparation is key and must be supported by businessplanning, consistence, interview template, slide introduction, invitat...
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Ideas@Work - Avondseminarie Lean - Presentatie Eurocontrol

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Ideas@Work - Avondseminarie Lean - Presentatie Eurocontrol

  1. 1. The European Organisation for the Safety of Air NavigationLean Deployment in EUROCONTROLHow to integrate customer requirementswithin a LEAN Transformation.Véronique ANSSEAUCorporate Process Improvement Specialist
  2. 2. The European Organisation for the Safety of Air NavigationAgenda:1. LEAN Project Context2. VOC Approach, Development3. Lesson learnedEUROCONTROL VOC feedback - VAnsseau
  3. 3. EUROCONTROL but not EUEUROCONTROL & EUEstoniaEUROCONTROLEuropean Organisation for the Safety of Air Navigation39 Member States + ECFounded in 19602027 Staff in four locations:Brussels HQBretigny (FR)MaastrichtLuxembourgEUROCONTROL VOC feedback - VAnsseau
  4. 4. EUROCONTROL : We build the Single European Sky !Collect route chargesManage the Air Traffic pan-European networkDraft regulationsATM Research & DevelopmentProvide Air Traffic Services in the upper airspaceof Belgium, Luxembourg, the Netherlands andthe north west of GermanyEUROCONTROL VOC feedback - VAnsseau
  5. 5. The Context for the Lean ImplementationsStrong pressure from Stakeholders to reduce CostsExample : DR staffing complement (23% reduction in two years)…but no reduction in workloadEUROCONTROL VOC feedback - VAnsseau5Need to “Do more with Less”
  6. 6. Back to the root … back to… LEAN PrinciplesEUROCONTROL VOC feedback - VAnsseau1.IdentifyValue“In the beginning, there was a need”said Taiichi Ohno
  7. 7. Eurocontrol Lean Implementation Toolbox7EUROCONTROL VOC feedback - VAnsseauDeliver (only) what the customer is expecting:Collect Customer Requirements Process Objectives & Attention PointsVOICE OF CUSTOMERSAlign Operating Model with CustomerRequirements“To Be” Organisation & ProcessesEND-TO-END LEAN PROCESS & ORGANISATIONStrengthen the execution of team activities Leverage people assets to deliver clientvalueLEAN TEAMPeople: Skills &BehavioursOperations Mgmt:Participative & Visual
  8. 8. The European Organisation for the Safety of Air Navigation2 The Voice Of CustomersEUROCONTROL VOC feedback - VAnsseau
  9. 9. Two examples of « Voice of Customer »9• Efficiency & Quality of Service ofCorporate Procurement Team• ~ 20 people working on 4 sites(BE, NL, LUX & FR)1. Corporate Procurement• Clarify & organise the support activitieswithin the Ops Room• ~ 25 people in the “support” team• ~ 150 operators in the Ops Room2. Network Management:Current OperationEUROCONTROL VOC feedback - VAnsseau
  10. 10. Select key process customersCapture their feedbackWhat is important?What is current level of satisfaction?Consolidate into Key CustomerExpectations&Validate importance /satisfactionscoresTranslate to Process DriversPROC Voice of Customers10Member States/ Sr Mgt Business Suppliers6 InterviewsLarge to small suppliersInterview PDR 7 InterviewsBusiness PartnerTechnical MgrsVOC VOCVOCVOCVOCVOCVOCVOCVOCVOCVOCVOCVOCVOCEUROCONTROL VOC feedback - VAnsseauPhased approach produces the Process Drivers
  11. 11. 11Alignment to strategyMaximise competition to getbest value for moneyMinimise procurementleadtimeMinimise procurement effortOptimise internalcollaborationOptimise externalcollaborationPragmatic application ofrules & regulations3456712• Best value for money is not guaranteed because the processdoes not ensure all suitable suppliers compete and becausePROC 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 bya 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 withextra process validation steps. On agency level, limitedmanagement of supplier base and in-depth knowledge ofproducts/ 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 toinappropriate communication channels and/ or suboptimal infosharing+–– +SatisfactionImportance3456712EUROCONTROL VOC feedback - VAnsseauPROC Voice of CustomerVOC Report (Macro level )Seven Key Customer Expectations identifiedIndicating a suboptimal PROC process/organisation
  12. 12. VOC Results12PROC ProcessEvaluate TO BE processdesign against theidentified Process DriversPROC organisationScore potential TO BEorganisation scenario’sagainst the 7 Key CustomerExpectationsLean TeamUse the 7 Key CustomerExpectations as input forTeam Performance (KPI’s)EUROCONTROL VOC feedback - VAnsseauPROC Voice of CustomerResults VOC Input for improvement initiatives
  13. 13. Two examples of « Voice of Customer »13• Efficiency & Quality of Service ofCorporate Procurement Team• ~ 20 people working on 4 sites(BE, NL, LUX & FR)1. Corporate Procurement• Clarify & organise the support activitieswithin the Ops Room• ~ 25 people in the “support” team• ~ 150 operators in the Ops Room2. Air Traffic ControlNetwork OperationsEUROCONTROL VOC feedback - VAnsseau
  14. 14. NOS Voice of Customer….. a Project in a LEAN Project
  15. 15. DR/APP/PRS/ V Ansseau1.Selection of 40 keyprocess customers into4 segments2.Captured their feedbackWhat is important?What is current level ofsatisfaction?3.Key CustomerExpectationsconsolidations&importance /satisfactionscores4.Translation intoOrganisation DriversPhased approach produces the Organisation DriversNOS Voice of Customer+2013 DNM Yearly Survey 15VOCVOCVOCVOCVOCVOC VOCVOC VOCVOCVOCVOCVOCVOCVOCVOCexpectationsVOCVOCVOCVOCVOCVOC VOCVOCVOCVOC VOCVOCVOCexpectationsVOCVOCVOCVOCVOCVOCVOCAircraft Operators11 interviews :AOG & SKI Axis GANSP’s15 interviews :ODGS & SKI Axis GDFS, NATS, SkyGuide, ENAV,LVLN, Irish, FR, Portugal,Crnocontrol, NAVIAIR… lInternalcurstomers12 interviews4 IFPS, 3 FM tactical, 1FM NMC, 2 ASM, 1 OPL,1 ORAU.S.Force, KLM, Lufthansa,British Airways, Air France,Swiss, FLY be, Titan, Easy JetAIRPORTS2 Interviews :SKI Axis GInternal Airports rep.,SION airportOnlyexpectations10 FMP - Flow Mgt Position5 AMC - Airspace Mgt Cell3 ENV CoordinatorsReviewed with 3 NOS people
  16. 16. DR/APP/PRS/ V Ansseau 16NOS Voice of Customerbuild your interview skeleton and … be practical …timequalitycost efficiencyservice
  17. 17. DR/APP/PRS/ V AnsseauKey Operational Services+–– +SatisfactionImportanceANSP’sAircraft OperatorsInformation Sharing & InformationProducts : NOP PortalReporting & Conferences(Operational reporting - E-Conferences)Flight PlanFlow, Capacity Mgt & Crisis mgtTechnical HelpdeskPlanning services - AeronauticalData –(NOP document– RAD )1011a121389121211b 11b889913 131010Information Sharing & InformationProducts : CHMI11b11a 11aImportance/ Satisfaction matrix By customer SegmentNOS Voice of CustomerVOC Report (Macro level )
  18. 18. NOS Voice of CustomerVOC Report (Micro Level)
  19. 19. VOC Results192013- NOS ProcessEvaluate TO BE processdesign against theidentified Process Drivers12/12/2012NOS organisation WorkshopScore potential TO BEorganisation scenario’s against theKey Customer Expectations2013 - NOM Lean TeamUse the Key CustomerExpectations as input forLean Team2013- DNM Yearly SurveyUse VOC Results forpreparing the Quantitative2013 SurveyNOS Voice of CustomerResults VOC Input for improvement initiatives
  20. 20. Preparation is key and must be supported by businessplanning, 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 behumble. Interviewer skills : Neutral, matchingQualitative Analysis - Face 2 Face & Focus GroupsKeep your scope …. Nothing out of your LEAN projectIt is mandatory to (re)act on the VOC: feedback,improvements, actions…It raises surprises…And alignment within the organisationFor VOC Report … keep some good illustrations and Quotes, only what you are 100%sure !Issues &LessonsLearned..

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