{"id":1727,"date":"2023-07-13T17:33:54","date_gmt":"2023-07-13T15:33:54","guid":{"rendered":"https:\/\/olificonseil.com\/?page_id=1727"},"modified":"2023-07-13T17:36:34","modified_gmt":"2023-07-13T15:36:34","slug":"transformation-culturelle-resolution-de-problemes-dans-les-operations-dun-centre-dappel","status":"publish","type":"page","link":"https:\/\/olificonseil.com\/index.php\/transformation-culturelle-resolution-de-problemes-dans-les-operations-dun-centre-dappel\/","title":{"rendered":"Transformation culturelle &#8211; r\u00e9solution de probl\u00e8mes dans les op\u00e9rations d\u2019un centre d\u2019appel"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1727\" class=\"elementor elementor-1727\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1c6d63c elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no\" data-id=\"1c6d63c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e09a6eb\" data-id=\"e09a6eb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4432b15 elementor-widget elementor-widget-spacer\" data-id=\"4432b15\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e10a0e elementor-widget elementor-widget-heading\" data-id=\"8e10a0e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Transformation culturelle<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91aaccc elementor-widget elementor-widget-text-editor\" data-id=\"91aaccc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"projet\" style=\"margin-left: 5.4pt; tab-stops: 290.7pt;\">D\u00e9ploiement de culture de r\u00e9solution de probl\u00e8mes dans les op\u00e9rations d\u2019un centre d\u2019appel<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ba0614 elementor-widget elementor-widget-spacer\" data-id=\"1ba0614\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46fd8c2 elementor-widget elementor-widget-text-editor\" data-id=\"46fd8c2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Le centre d\u2019appels de cette administration publique renseigne les citoyens sur les demandes et le suivi des demandes de documents d\u2019identit\u00e9. La directrice du centre souhaite engager ses employ\u00e9s et d\u00e9velopper une culture de participation et de r\u00e9solution de probl\u00e8mes afin d\u2019augmenter la qualit\u00e9 et la performance des prestations fournies au public.<\/p><p>OLIFI Conseil a le mandat d\u2019accompagner les membres de l\u2019organisation \u00e0 instaurer la culture LEAN de r\u00e9solution de probl\u00e8mes.<\/p><p>Approche suivie\u00a0:<\/p><ul><li>Mise en \u0153uvre d\u2019une approche simplifi\u00e9e de transformation culturelle sp\u00e9cialement d\u00e9velopp\u00e9e pour les centres d\u2019appel incluant\u00a0:<\/li><li>Diagnostique de la performance des processus du centre.<\/li><li>D\u00e9veloppement de tableaux visuels d\u2019animation de la performance des processus du centre d\u2019appel.<\/li><li>Formation et accompagnement des chefs d\u2019\u00e9quipe d\u2019appel \u00e0 mener de courtes r\u00e9unions d\u2019animation de la performance (intervalles courts)<\/li><li>Formation au LEAN, \u00e0 l\u2019animation d\u2019ateliers, \u00e0 la r\u00e9solution de probl\u00e8mes, \u00e0 l\u2019organisation de l\u2019espace de travail, au travail standard pour les probl\u00e9matiques les plus courantes rencontr\u00e9es par les agents d\u2019appel.<\/li><li>Accompagnement de plusieurs agents \u00ab\u00a0LEAN\u00a0\u00bb et certification ceinture blanche et verte.<\/li><li>Coaching des agents \u00e0 mener des ateliers de r\u00e9solution de probl\u00e8me en lien avec les probl\u00e9matiques recens\u00e9es par le centre d\u2019appel\u00a0: atelier Kaizen de trois jours (probl\u00e8mes \u00ab\u00a0moyens\u00a0\u00bb) et atelier Kaizen d\u2019une journ\u00e9e (micro-probl\u00e8mes).<\/li><\/ul><p>R\u00e9sultats atteints\u00a0:<\/p><ul><li>Accro\u00eetre l\u2019engagement des employ\u00e9s du centre.<\/li><li>Prise en charge de la communication et de l\u2019am\u00e9lioration continue par les chefs d\u2019\u00e9quipe.<\/li><li>Implication d\u2019une \u00e9quipe LEAN.<\/li><li>Nombreux visiteurs d\u2019autres secteurs en visite pour constater les changements favorables en termes de\u00a0: r\u00e9duction des dur\u00e9es d\u2019appel, r\u00e9duction des relances de la part des clients<\/li><\/ul><p>\u00a0<\/p><p>2- Optimisation des processus d\u2019aide \u00e0 domicile et d\u2019allocations directes selon l\u2019approche Lean Service<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Transformation culturelle D\u00e9ploiement de culture de r\u00e9solution de probl\u00e8mes dans les op\u00e9rations d\u2019un centre d\u2019appel Le centre d\u2019appels&#8230; 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