Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax STRATIN.C. Murcia meeting – 13/14 October 2005 CR Lorraine & CRITT Bois *

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax CRITT Bois is a Regional Innovation and Technology Transfer Centre for Wood transformation * * We make progress your future course of action

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Technological resources in Lorraine CRITT Bois

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Evolution of CRITT Bois strategy: Setting up Knowledge Management

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax At the beginning everything was quite simple…… 1992: CRITT Bois was a team of 4 engineers focused on technological competences. CRITT realised about thirty studies per year, mainly in Lorraine.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax The knowledge and was mastered as well as the simple and low information flows. The information system of CRITT Bois is simple, efficient and user friendly!

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Then we start growing up… 1992 – 2000: Meeting a rising demand, CRITT Bois develops its business with an opportunist behaviour. The workforce has been multiplied by 3 (4 => 12) based on technological competences. The geographical intervention area starts to widen.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Information flows start to grow and weaknesses emerge (internal and external staff turnover inducing losses of know-how,….); Moreover, needs in organisation appear. The information system evolves slowly:

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax And it keeps going… : Impact assessment study, brand image analysis; Staff size multiplied by 4 (4 => 16); 120 studies per year at the national and European level; Implementation of Strategic intelligence: Epinette and DECILOR; Implementation of an internal organisation system. Adoption of a development strategy

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax What next? : A 1.5 Mio turnover & 5 % of which in net income; A 20-people team; 80% of the turnover from services to the private sector; 25% new customers per year; 3 innovative internal developments per year; A global approach of SMEs and follow up; An intervention relying on networks and partnerships.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax The key points of our strategy: Working on a project management mode; Providing global solutions; Being pro-active towards SMEs. We are shifting from individual to collective performance

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax The key points of our strategy: Training Economic animation Architects Designers Research units Experts Consultants Equipment manufacturers Suppliers Industrials projects Public authorities Competence Centres

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Meanwhile, our information flows are skyrocketing, our knowledge evolves far beyond technological knowledge. Despite its growth, CRITT Bois is getting more and more vulnerable. And our information system is dispersed…

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax The objectives of setting up Knowledge Management Implement a management methodology supporting our strategy ; Improve our services; Structure and boost our information flows; Analyse and put our knowledge in common; Capitalise our know-how.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Knowledge Management and Strategic Intelligence Are two complementary approaches; Strategic Intelligence aims at providing companies with strategic and qualified information (external information and mainly electronic in our case); Knowledge Management is more based on tacit knowledge. KM gives a wide-ranged vision of the internal tacit and tangible situation of an organisation and thus leads to a more efficient use of Strategic Intelligence.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax We have started our KM approach assisted by an expert consulting group (Polia Consulting). We are supported by the Regional Council of Lorraine as pilot transfer centre. The approach: Audit of all CRITT Bois actors; Strategic KM diagnostic; Strategic Plan of action.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Shared vision of the CRITT project Personal networks Sources PressWeb Watch R&D Who does what ? Who knows what we can do? Human being = Memory + Meta-knowledge Individual Know how = vulnerability Inquiry about customer relations and their context Project Collective performance Transfer of knowledge Stake of the capitalisation Limits Domain of human being Domain of Tools

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Personal networks Sources PressWeb Watch When I have a problem, I call my network of consultant agencies I use the personal network I have constituted during projects and trainings I learn from politicians when they look for information We all have a network of graduate classmates who start having professional responsibilities Fortunately, the person I replaced is not far and available. I can call him/her.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Personal networks Sources PressWeb Watch I am to watch this field but I do not have time I practise it of my own at the beginning of each project We search for information which are not used by others I practise a watch on all fields I am interested in Automatic watch systems lack of focus I use electronic information newsletters as an introduction. Afterwards I look for more precise information

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Internal global networks within the CRITT Bois

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax External global networks at the CRITT Bois.

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Shifting from a home-made management to a genuine collective performance; Provide their customers with services on project management mode; Get a deeper knowledge of who does what, i.e. optimise the human network of internal and external knowledge; Capitalise on all that is directly useful to the customer relation; Prevent themselves from losses of know-how induced by staff turnover. What is at stake for CRITT Bois ?

Faisons du progrès votre solution davenir Centre de Ressources Pour les Industries du Bois 27 rue du merle Blanc BP EPINAL Cedex 9 Tél Fax Strategic vision of CRITT Capitalisation meetings Rex projects Notices Business flash cards Valorisation Web Portal ? subscriptions Push Watch - Décilor Sycolor 2 Meta-knowledge: Who does what ? Who knows what? Who produces what ? Internal & external networks Recurrence of demands for external/internal support Mapping of strategic knowledge Push mode Profiling Vulnerability Mapping of the links within the wood sector Collection of expert knowledge Capitalisation Analyse of social networks Punctual collection