Orchestrate social around business processes
•
0 likes•178 views
Social Networking Solution Experimentation Salon Intranet, 2014
Recommended
More Related Content
Viewers also liked
Similar to Orchestrate social around business processes
Similar to Orchestrate social around business processes (20)
More from espenel
More from espenel (20)
Recently uploaded
Recently uploaded (20)
Orchestrate social around business processes
- 1. Orchestrate social around business processes, what realities ? Social Networking Solution Experimentation Spectrum Groupe expert in information management •December 2012 to February 2014
- 2. Agenda Context Implementation Problematic Perimeter & Goal Approach Process & Modeling Functions & Principles Indicator Experimentation Users Feedbacks Spectrum Groupe • expert in information management
- 3. Context : Problematic – initial observation Related to the organization & information system making & dissemination Disturb agents in direct customer contact Negatives Customers Verbatimin disturbed situation insufficientinformation,sometimes inconsistentwhen available lack of confidence in the availableinformation Safety problems in crisis situation a unique decision center saturated in crisissituation flowof information mainly top down 1 2 3 discrepancy in customer supportprocess Spectrum Groupe • expert in information management
- 4. Current Extended Context : Perimeter - identify scope and goal experimenta collaborative solution in order to extend and optimize information exchanges Structured Informal S IStation Train Operational Center Permanent Voyageur COA Permanent Info Voyageur COA Permanent Voyageur COV Chief Conductor East Axe Paris Est Strasbourg SI SNCF SI SNCF S II I I I I S SS I Disturbed situation management East TGV (Paris-Est, Strasbourg) 100 TGVs per day 15 incidents per day 500 actors fixes or mobiles Spectrum Groupe • expert in information management
- 5. Context : Approach - build step by step 01/12/12 02/04/13 01/08/13 01/11/13 Intégration Flux SI Automatisation User access improvment information summary Training version Fixe version Mobile Evaluation 28/02/14 Specification Conception Validation Workshop 4 month 3 month 4 month5 month Conception (30%) Experimentation (70%) test evolution Evaluation Adaptation Evaluation Adaptation Understand the environment roles & business Specify the scope and the goal Spectrum Groupe • expert in information management
- 6. Implementation : Process & Modeling - Socialize ? business objects métier lieu & schedule customer support actions train Prevision (schedule, retard) blocked, retained on going, completed US : paired Real (timesheet, retard) Station (origin, destination, routes) typology divert removed social objects member tags profile flux people activité Content Community document conversation right task category group space Fiche train incidentInvolved Train Concerned station UM : split Composition journey parity notification collaboration alert ? capitalization participation Point of impact Spectrum Groupe • expert in information management
- 7. Implementation : Process & Modeling - Socialization Understand the processes complexity Iterative and experimental approach Translate business objects and processes to social model Identify collaboration spaces Build uses cases Define rules & principles Model optimization & validation understand business objects at each step : goals ? priorities ? implications ? Spectrum Groupe • expert in information management
- 8. Paris-Est Strasbourg Incident A Incident B #TGV1 #TGV2 #TGV4Station storytelling Train storytelling Train storytelling Train storytelling Station storytellingOperational Center Implementation : Process & Modeling - business processes incident storytelling Customer Support Action Customer Support Action Permanent Voyageur Station Chief conductor Spectrum Groupe • expert in information management
- 9. Tasks TagsInvolved #TGV Action Clients communityAffected Stations membersInvolved Actors contribuyte profile Rôle / Affectation content Journey(stations) activity flow Daybook SI data IncidentIncident vie du Trainconversation Story telling Action community Train Card Implementation : Process & Modeling - social model Spectrum Groupe • expert in information management
- 10. Implementation : Functionalities – key needs Acteurs & Profil Activities Accessibility & Availability Notifications & Alerts Ergonomic & Visualization Infrastructure & Monitoring rôle droit participation présence support collaboration follow status informer assign communicate decide update Highlighting navigation filter pertinence accessibility perimeter criticité needs typology unicity context mobility usability awareness readability journey Opened up Real Time stability integration unicity availability safety business environment technology Spectrum Groupe • expert in information management
- 11. Implementation : Functionalities - Synthesis & Dashboard Résumé Indicateurs Incidents Trains Action Clients Total : 13 Total : 20 Pair(s) : 9 Ouverte(s) : 15 ImPair(s) : 4 Réalisée(s) : 5 Retard Affectée(s) : 5 Min : + 00 En Cours : 5 Max : + 18 A Problème(s) : 5 Krimmeri-Meinau Incident en cours d’i[…] On going incident selection Purple Text : link to another page Bouton Action validation Sélection Matthieu Llius Permanent Voyageur Axe Est Incidents En Cours Correspondance avec un train en retard […] Schwindratzheim Incident en cours d’ […] Meuse-TGV Incident en cours d'identific […] Incident 2013-09-27 Oberstinzel - Hochfelden Travaux sur les voies Oberstinzel - Hochfelden Travau […] Trains tout Incident Synthèse Incident Mon Flux d’Activité Modifier Derniers Incidents Train impairTrain pair Ordre des trains : par heure d’entrée dans le PR Story telling : Incident 2013-09-27 Oberstinzel - Hochfelden Travaux sur lesvoies Train pair Description des Faits : Oberstinzel - Hochfelden Travaux sur les voies Amenant une correspondance avec un train en retard Mise à jour : 27-09-13 10:47:45 CNOCOA270920130012 + Heure de début : 09:19 Retard = 0, Retard > 0 Nombre de commentaires visibles : 3 Spectrum Groupe • expert in information management
- 12. Implementation : Indicator - what measures? Usecase evaluation by actors, informations type and activities Actors UsageBusiness objects use Activity type per actorEvolution actorparticipation Spectrum Groupe • expert in information management
- 13. Experimentation : Users Feedbacks Strengthening of service chain « site » usage opens new opportunities a general plebiscite aroundthe concept finally a quick and shared information sharingof other business information in onesite (process,feedbacks,…) better traceability of customer actions supportto be implemented the owner of the customer action supportis the person who provides the information 1 2 3 possibility to provide and correct operational information in real time Expansion to other siteexternals or internals partners confidence improvement of all the actor in customer information support Spectrum Groupe • expert in information management