Extract
[...] A skills mapping must be both visual and operational, so that a skills management software allows to simplify this process thanks to an automated system. These HR and skills management software solutions are designed with an interface and interactive. They provide an instant analysis of current skills, as well as short and medium-term needs. They cover various aspects, such as employee skills/knowledge, career follow-up, evaluation interviews, annual interviews, online training (via e-learning), training follow-up, recruitment, high potentials and career planning. [...]
[...] Similarly, the variable 'rebounds + entries', measured by the blue bar on the graph, is in strong decline throughout the year 2023, dropping from 1,878 in January 2023 to 1,215 in December 2023, a decline of over 54%. It is the same for filtered complaints, which are in constant decline throughout the year 2023, and pass from 13,800 to 10,000, a decline of 38%. The implementation of the complaint tracking dashboard has contributed to these good results obtained in 2023. [...]
[...] In the case of our company, Enedis, a complaint tracking tool has thus been put in place to achieve quantifiable and set objectives, namely the reduction of bounce rates, the treatment of 95% of complaints within a 15-day period. Firstly, the implementation of a plan occupies a central place within any organization, as it allows for the direct achievement of objectives and goals. This has been verified in the case of Enedis, through the implementation of the complaint tracking dashboard, which has enabled the expected results to be achieved in terms of bounce rates and complaint treatment. In addition, planning and control are thus intrinsically linked, forming an essential part of the control activity. [...]
[...] By setting objectives and performance criteria, planning provides the basis for control, which monitors activities and alerts on possible deviations. A performance trajectory in terms of bounce rates has thus been established (red line on the graph) which informs us each month whether the results obtained in terms of bounce rates are in line with this trajectory, are better or worse. In addition, planning guides action by determining activities and evaluating their relevance and feasibility. The implementation of the complaint tracking dashboard has thus followed different steps: data collection on the SGE platform; then, data extraction into an Excel file, and finally, integration of these data into the Power BI software for complaint tracking. [...]
[...] We study in the framework of this work how these devices constitute factors of success of the MOSAR project, by improving strategic and operational decision-making. Thus, this internship report will examine in detail the context and implementation of the MOSAR project at Enedis, addressing its three main axes: modernizing tools, reorganizing activities, and valuing the reception professions. We will then study how specific tools, such as the mapping of skills and the tracking of complaints, were deployed within the DR Sillon Rhodanien to support the success of the MOSAR project at this level. [...]
