ALSTOM Transport, Rue du Docteur Guinier, BP 4,65600 stmeac -France. email: holitiana.rakoto@transport.alstom.com, {hermosi, ruet)@eniti? A b m e T b t a raarch d m at presentlog the 6nt elcmenh of a study carried oat In eanjjoncdon with Alrtom Transport an the "Experience Feedback" and "Laron Learned" problenutic. The paper b divlded in thm wctlolu The 6nt d o n prmenh the Experience Feedbsck proceu and problcmtlc la Alatom. In order to rolvc this problemtic, we prota the second r d o n a dedicated modd and methodology for a ratlond Implementation and cbolcr of decLdon rnpport In lbc Erpcrknce Feedback p m u h F h d y , the lblrd d o n concern the explolt.Iion of Experience Feedback In operational p m u c z a dncriblng the r a y to mmeve p u t rxpcrience~ acenrdlng to Ita dmllvitg rrlm cnmnt r1hUtloa Keyw-Exprlcnce feedback, Dsirlon rupport, Indostrid procmea modelling, C u e B a d Rurodmg I"R0DUCnONIn order to face quick variations of their envimnment, the dynamics of evolution in industrial companies (organisation changes, people mobility and so on) has considernbiy increased. Therefore, the capitalisation of past experiences and the ability to inject the lesson learned into operational industrial processes has become a strategic issue. The "Experience Feedbnck" (KF) may be considered as a structured approach for cnpitalisntion and exploitation of knowledge obtained in past success and failures.This paper aims at prcscating the first elements of a study carried out in conjunction with Alstom Transport on the "Experience Fdhnck" and "Lesson h e d " problemtic.Alstom Transport designs industrialises and ensures the maintenance of s e v d high technology devices (such as power modules, command pla Iforms... ) of the traction p m of trains, metros or tramways. An essential k t o r for customer satisfaaion is the high level of reliability of products, which must be taken into ~cmunt since the design phase pasign For Reliability) and dnring the whole life cycle of the products.Until a recent period, the reliability quirement has bem ensured thanks to the d e q techuical expertise of specialists patrimony of the company. However, several fanors have modified the way to apprehend this problem. Indeed, work organisation, in time and space, o h have a vcry fast dynamics of evolution which makes more di5cult to apply shnred and durable technical des. For instance, the development of a knowledge management project introdures problem of information sharing benuem past and nmning whose intcllecNd asset clearly constitute3 a tshnical projects. The rn up of an Experience Feedback (EF) is essential in such case. This paper is divided in three sections. The fust section presents the EF problematic and mention several approaches that have bem suggested in the literature. The second section presents a dedicated model and methodology for a rational implementation of decision support in the EF process. The third section conccms the exploitation of the EF in oprrational proceues. especially the way to retrieve past experiences accor...

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Abstract:The capitalisation of the know-how and experiences becomes a major issue of the industrial world, especially in large companies. Lesson learned techniques and experience capitalisation are possible methods for allowing the companies to increase their knowledge on their internal processes. This paper aims at presenting a study carried out with Alstom Transport on the "Experience Feedback" and "Lesson Learned" problems. We show how an Experience Feedback (EF) process, mainly aiming at transforming data into information, then information into knowledge, can benefit from an explicit modelling of concepts like role, competence and knowledge of the actors. We also show how these concepts may help to better identify the needs and potentialities of the actors, with a twofold goal: increasing the efficiency and acceptability of the EF system to be implemented on one hand, and improving the implication of the human resources in the technical processes on the other hand.

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