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Audit Case Study Fpl

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Submitted By wissamadli
Words 366
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AUDIT & INGENIERIE DES ORGANISATIONS
F R A N C E PA P E R L I N E

SOMMAIRE
I. Contexte

II. Symptômes III. Circuits de fonctionnement IV. Diagnostic de l’entreprise FPL

CONTEXTE
• France Paper Line (FPL) ⇒ Fabrication & commercialisation de papier/carton ⇒ Chiffre d’affaire 20XX = XX M ⇒ 10 Maisons de vente • Commande d’un client
• 10 palettes de papier via internet • Couleur et grammage unique

• Client insatisfait du service offert par FPL
• Récéption d’une lettre

SYMPTOMES & CAUSES
Symptôme Commande 1 Aucun accusé de réception Prise d'une nouvelle commande par le client "J'ai téléphoné … vers le service prise des commandes" Mauvaise relation commerciale X Organisation défaillante X S.I peu adapté aux nécéssités X Potentiel humain faible

Symptôme Commande 2 Enregistrement de la nouvelle commande téléphonique Accusé de réception incomplet "Accusé de réception … c'est tout" Délais de livraisons non respectés "Une semaine après, toujours rien …" Signalement tardif du rejet de la commande Il doit lui même prendre contact

Mauvaise relation commerciale X X X

Organisation défaillante X X X X

S.I peu adapté aux nécéssités X X X

Potentiel humain faible

SYMPTOMES & CAUSES
Symptômes Commande 3 Contraint de choisir un produit de substitution Délais de livraisons non respectés Accusé de réception incomplet et tardif Personne n'est en charge du dossier Mauvaise relation commerciale X X Organisation défaillante X X S.I peu adapté aux nécéssités X X Potentiel humain faible

Symptôme Commande 4 Rencontre avec un commercial différent Discours inapproprié (ton, langage…) Client invité à s'adresser de nouveau en magasin Personnel indisponible Nouvelle commande

Mauvaise relation commerciale X

Organisation défaillante X X X X

S.I peu adapté aux nécéssités X

Potentiel humain faible X

SYMPTOMES & CAUSES
Synthèse des Symptômes Mauvaise gestion des stocks Mauvaise communication interne Mauvaise communication externe Mauvaise gestion du dossier client Complication de la procédure Mauvaise relation commerciale X X Organisation défaillante X X X X X S.I peu adapté aux nécéssités X X X Potentiel humain faible

CIRCUITS DE FONCTIONNEMENT
SIEGE SOCIAL Dir. Commerciale Dir. Production

Maison de vente

Usines

Magasin

Stock
Livraison sur stocks

Facturation
Livraison sur fabrication

CLIENT

DIAGNOSTIC
• Gestion des stocks défaillante • Procédures défaillantes • Structure inefficace et inadaptée • Objectifs et tâches des différents acteurs ? ⇒ Systèmes d’informations défaillants

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