HEC-Ecole de gestion de l'Université de Liège
HEC-Ecole de gestion de l'Université de Liège

Amélioration des interfaces organisationnelles entre les processus de Spa Monopole

Dubois, Sébastien ULiège
Promotor(s) : Crama, Yves ULiège
Date of defense : 22-Jun-2016 • Permalink :
Title : Amélioration des interfaces organisationnelles entre les processus de Spa Monopole
Author : Dubois, Sébastien ULiège
Date of defense  : 22-Jun-2016
Advisor(s) : Crama, Yves ULiège
Committee's member(s) : Pironet, Thierry ULiège
Peere, Isabelle ULiège
Language : French
Keywords : [en] Process approach
[en] internal client-supplier relationship
[en] requirements
[en] negotiations
[en] interface contract
[en] processes interactions
[en] ISO 9001 : 2015 Standard
Discipline(s) : Business & economic sciences > Production, distribution & supply chain management
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en ingénieur de gestion, à finalité spécialisée en Supply Chain Management and Business Analytics
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège


[en] The company Spa Monopole is the main production site of the European group Spadel, which specializes in the bottling and marketing of natural mineral waters and lemonades made with natural mineral water. Spa Monopole is composed of 458 workers, and reached an operating income of 30.6 million Euros in 2015. The company is achieving great financial results, but Spa Monopole is requesting huge efforts for internal communications. This request is mainly due to the fact that people don’t always know whom they should refer to when a problem occurs. Aware of the opportunities the process approach could afford, Spa Monopole has decided to use this principle to solve its communication problems.
This master thesis has been undertaken to propose a solution that could, step by step, decrease the number of problems at interfaces between the processes of the company. To achieve this goal, the first steps were to describe every company process and to collect the requirements of each one. These descriptions have been done thanks to process cards. Each card describes one process, which contains its mission, its clients and suppliers, the requirements of other relevant processes, the person in charge of the management of the process and the way it is managed. The purpose of these descriptions is to clearly define the limits and interactions of each process. Moreover, the purpose of the requirements’ collection is to define the responsibilities of each process. These responsibilities have been set through the accountability of the people involved in the process to respond to the requirements of the processes in interface. These requirements have to be negotiated by the persons in charge of the concerned processes. To show how these negotiations could be done, we selected two interfaces to improve. These negotiations were driven by the internal client-supplier relationship. During these negotiations, each process can freely discuss about each requirement. At the end of these negotiations, the aim was to conclude with an interface contract, which explains and formalizes the interactions between the processes. This initiative has helped the company to clarify some misunderstood requirements, which were not explicitly communicated. Finally, we have concluded this thesis with the explanations of the relation between Spa Monopole and the ISO 9001 : 2015 Standard.



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  • Dubois, Sébastien ULiège Université de Liège > Master ingé. gest., fin. spéc. supply chain man. (ex 2e ma.)


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