Purpose: The construction sector has for many years been criticized for being ineffective, non-competitive and being expensive. Swedish construction firms needs to work with their experience feedback systems. But unfortunately it lacks tradition and experiences with this kind of work with experience feedback. Work in the construction sector usually is defined as craftmanship. Which means that errors are corrected as quickly as possible without understanding and analyzing the underlying causes of the errors and thus be able to control their production processes. The purpose of this study is to bring foward a theoretical model over information flows that could increase the efficiency of the experience feedback between construction projects. Method: The study’s approach was through a qualitative case study. Qualitative case study was chosen due to the need of a thorough analysis of the problem. The report’s theoretical framework is produced from a literature study which focused on experience feedback, knowledge management, incentives and motivation. The empirical accumulation consisted of six interviews conducted by the type of semi-structured and a document analysis. Findings: In the current situation oral feedback is the most common experience feedback from the construction site. Systems regarding experience feedback is not used due to lack of knowledge of the systems and information about how the work with experience feedback should be done is non-existent. Work with experience feedback does not take place continuously during the project and does not have any shall batch. There is no structure, responsibilities and guidelines regarding how the work with experience feedback should be done. This leads to uncertainty among service men concerning the definition of experience feedback. Due to that no information has been released to service men about how the systems works or what’s in the systems motivation to work with the experience feedback systems are failing. Implications: The conclusions of this report is that a knowledge bank should be made available to all service men within the company, from the knowledge bank experiences are reported in and out. During the project continuosly work should be done regarding experience feedback through meetings and at each construction site a responsible person should handle the reporting of experiences. There should be clear structures and guidelines of what the work with experience feedback includes. A responsible person should be handling the knowledge bank and ensure that only relevant information stores in the knowledge bank. Limitations: The report concerns incentive and motivation which is applicable in any organization, this promotes a generally valid result for the case study. The report delimitates from all database structures which are considered as positive due to the time it takes to analyze and make these structures. This would have indirectly been taking time from the analysis of the experience feedback systems and would make the study’s result less credible. / Syfte: Byggsektorn har under många år fått utstå kritik för att vara ineffektiv, konkurrensfattig samt ha en hög prissättning. Svenska byggentreprenader behöver därför jobba med sina erfarenhetssystem men tyvärr saknas traditionen och även erfarenheten med att arbeta med detta. Arbetet inom byggbranschen brukar kallas hantverkskunnande. Vilket innebär att fel rättas till så snabbt som möjligt utan att förstå och analysera de bakomliggande orsakerna till felen och på så sätt kunna styra sina produktionsprocesser. Målet med studien är att framställa en teoretisk modell över informationsflöden som skulle kunna effektivisera erfarenhetsåterföringen mellan byggprojekt. Metod: Studiens angreppssätt var genom en kvalitativ fallstudie. Kvalitativ fallstudie valdes på grund av att studien kräver en fördjupad analys av problemet. Rapportens teoretiska ramverk är framtaget från en litteraturstudie där fokus ligger vid erfarenhetsåterföring, knowledge management, incitament och motivation. Empiriinsamlingen bestod av sex stycken intervjuer som genomfördes av typen semistrukturerade och en dokumentanalys. Resultat: I dagsläget används mest muntlig erfarenhetsåterföring från produktionen. Systemen för erfarenhetsåterföring används inte då kännedomen om systemen är bristfällig och information om hur arbetet med erfarenhetsåterföring ska ske är obefintlig. Arbetet med erfarenhetsåterföring sker inte kontinuerligt under projektets gång och har ingen egen skallsats. Det saknas struktur, ansvar och riktlinjer om hur arbetet med erfarenhetsåterföring ska gå till vilket leder till en ovisshet bland tjänstemännen om vad arbetet med erfarenhetsåterföring innebär. Då ingen information har kommit ut till tjänstemännen om hur erfarenhetsåterföringssystemen fungerar eller vad som finns i systemen leder detta till att motivationen med att arbeta med erfarenhetsåterföringssystemen blir sviktande. Konsekvenser: Slutsatserna för denna rapport är att en kunskapsbank ska göras tillgänglig för alla tjänstemän inom företag där erfarenheter rapporteras in och ut. Under projektets gång ska det arbetas kontinuerligt med erfarenhetsåterföring genom möten och det ska finnas en ansvarsfördelning över in- och utrapportering av erfarenheter inom produktionen. Det ska finnas en tydlig struktur och tydliga riktlinjer ute i produktionen om vad som ska ingå i arbetet med erfarenhetsåterföring. En ansvarig person ska finnas för erfarenhetsåterföringen som ansvarar för kunskapsbanken och ser till att relevant information kommer in i systemet. Begränsningar: Rapporten berör incitament och motivation som är applicerbart i alla organisationer vilket främjar ett generellt giltigt resultat. Rapporten avgränsades från eventuella databasstrukturer vilket anses som positivt då mycket tid hade behövts för att skapa mappstrukturer och ordning i modellens kunskapsbank. Detta hade indirekt tagit tid från fördjupandet

Abstract Purpose: Contractors usage of inspection data for the purpose of experience feedback in order to improve the production processes is unusual. The usual procedure with the usage of inspection protocols is to use them as a tool for correcting building errors discovered at the time of the inspection. This report highlights the opportunities and challenges regarding a computer aided inspection process by studying what different people in the industry think about these issues. The aim of the study is to present a proposal on the structure of a program that handles inspection data in the purpose of experience feedback and statistics. The structure shows an example on how the information from inspection statements can be sorted. Method: The authors conducted a case study of a company that works with offsite construction. The data collection was performed through semi structured interviews at the company the study focuses on and also on another company in the same industry. To be able to conduct the interviews in a satisfying way the authors conducted a document analysis of previous inspection protocols as well as a literature study through which the authors became acquainted with the current research frontier. Findings: The data collection with following analysis, among other findings, resulted in that a digital inspection process would make the categorization of errors standardised which in turn would lead to better usage of the information provided from inspections. It was also found that companies within the industry wants to use a digital tool for experience feedback. Especially for, but not limited to, the ability to get statistics over what areas in the business that need improvement. The result most closely related to the aim of the study is the points the authors believe should be included in a specification for a digital tool, for managing inspection protocols and using them for experience feedback. These points are: minimal changes by hand, easy to navigate, the ability to keep statistics over inspection findings and the possibility to adapt the structure of the digital to the specific company or inspector. Implications: The core of the problem that the report intends to investigate is the weaknesses in how industrial contractors use the information from inspections. The result indicate that a digital tool may be part of the solution. With such a tool developed, with above mentioned points in mind, many of the reoccurring errors found through inspections would be made visible through the easy access of statistics. In this way companies that uses a tool like this would have an easier time to introduce changes in their operations to minimize errors. Limitations: The report is limited by the fact that it only targets companies that is working with offsite construction in an industrialized fashion and therefore only is privileged by their views of the issues. The inspectors, whom also would be affected by such a tool, is not included in this study. Keywords: ICT, experience feedback, offsite construction, inspection process, requirements engineering. Content is described in Swedish below. / Sammanfattning Syfte: Att industriella byggföretag använder sig av besiktningsprotokoll för erfarenhetsåterföring med syfte att förbättra produktionsprocessen är ovanligt. Det vanliga förfarandet handlar närmast om att använda protokollen enbart som åtgärdslistor för de fel som uppdagas vid besiktningstillfället. Denna rapport belyser möjligheter och utmaningar med en datorstödd besiktningsprocess genom att utreda vad olika personer i den industriella modulbyggbranschen tycker i dessa frågor. Arbetets mål är att presentera ett förslag på struktur för ett program som hanterar besiktningsanmärkningar för erfarenhetsåterföring. Strukturen ska visa hur informationen från besiktningsutlåtandena kan sorteras. Metod: Rapportförfattarna har utfört en fallstudie på ett företag inom industriellt modulbyggande. Datainsamlingen skedde genom semi-strukturerade intervjuer på företaget fallstudien fokuserar på och på ett annat företag i samma bransch. För att genomföra intervjuerna på ett bra sätt genomfördes en dokumentanalys av slut-besiktningsprotokoll från tidigare färdigställda projekt och det gjordes en litteratur-studie där rapportförfattarna bekantade sig med den nuvarande forskningsfronten i ämnet. Resultat: Sammantaget resulterade datainsamlingen, och analysen av denna, bland annat i att en digitaliserad besiktningsprocess hade kunnat göra kategoriseringen av fel standardiserad och att man då i högre grad kan utnyttja informationen i besiktnings-protokollen. Det visar sig också att de industriella byggföretagen i branschen vill använda sig av ett digitalt verktyg för erfarenhetsåterföring, framförallt men inte enbart för att få statistik över vilka områden i verksamheten som behöver förbättras. Det resultat som närmast svarar mot målet är de punkter som rapportförfattarna anser bör ingå i en kravspecifikation för ett digitalt verktyg för hantering av besiktningsprotokoll och erfarenhetsåterföring från dessa. Punkterna som rapportförfattarna kommer fram till är: minimal handpåläggning, lättnavigerat, möjlighet att föra statistik över besiktningsanmärkningar samt möjlighet att anpassa strukturen av det digitala verktyget utefter krav hos det specifika företaget eller besiktningsmannen. Konsekvenser: Kärnan i problemet som rapporten ämnar utreda är brister i hur industriella byggföretag i dagsläget använder sig av informationen i slut-besiktningsprotokoll. Rapportens resultat indikerar att ett digitalt verktyg kan vara en del i lösningen på problemet. Med ett sådant verktyg utvecklat efter ovan nämnda punkter som grund skulle många återkommande fel som idag upptäcks på slutbesiktningar synliggöras genom lättillgänglig statistik. På så sätt kan företag som använder ett sådant verktyg lättare införa förändringar i verksamheten för att minimera fel. Begränsningar: Rapporten begränsas i den mening att den endast riktar sig mot företag inom industriellt modulbyggande och då enbart deras åsikter i frågorna. Besiktningsmännen som också skulle påverkas av ett sådant verktyg ingår ej i studien. Nyckelord: ICT, erfarenhetsåterföring, industriellt byggande, besiktningsprocessen, requirements engineering.

Då litteraturen och forskningen är begränsad inom ämnet kundnytta i partneringprojekt, väcktes intresset att genomföra en empirisk studie om ämnet. Det har inte visat sig vara lämpligt att genomföra detta mot en specifik fråga eller ett problem då den befintliga informationen behandlar teori och tillämpningar av partnering, inte kundnytta. Med hänsyn till ovanstående problematik syftar denna uppsats till att beskriva hur olika parter, kopplade till partneringverksamhet i Sverige, upplever vilka arbetssätt och faktorer som maximerar kundnyttan i ett partneringprojekt. En kvalitativ metod där sex personer intervjuades, kopplade till partneringverksamhet i Sverige. Intervjuerna är semistrukturerade och anpassade till varje enskilt intervjuobjekt. De viktigaste slutsatserna som besvarar syftet är:  Förstå kundens affär  Välj ersättningsform baserat på grundlagt tillit och projekttyp  Alla parters samlade kunskaper ger rätt förutsättningar för beställaren att fatta rätt beslut  Avsaknad av gemensamma välutvecklade digitala hjälpmedel  Ta beslut i rätt tid  Referensytor och egenslutkontroller istället för besiktningsman / The literature and research is limited in the subject costumer value in partnering projects. This contributed to the interest to perform an empirical study on the topic. It has not been shown to be appropriate to implement this on a specific issue or problem, when the available information deals with the theory and applications of partnering, not customer value. Given the above problem this papers purpose is to describe how the various contractors and clients, associated with partnering activities in Sweden, experiencing the work and factors that maximize customer value in a partnering project. A qualitative method where six people were interviewed, related to partnering activities in Sweden. The interviews are semi-structured and adapted to each interviewee. The most important conclusions that answer the purpose are:  Understand the customers business  Choose a form of compensation based on founded trust and project type  All parties combined knowledge provides the right conditions for the customer to make the right decision  Lack of common well-developed digital tools  Make decisions at the right time  Reference Surfaces and own final checks instead third party inspector

No description available.

House construction today is largely project-based, where the buildings are tailored tounique conditions and locations that are rarely the same as another build on anotherbuilding site. In addition to the building itself and the building site, involved actorsusually also change from project to project. As a result of today's project-basedconstruction, there is a lack of a standardized and systematic work process forconstruction work. A systematic work process could contribute to all the players' pursuitof profit. To explore the possibilities of creating an improved work process, this study focusedon balconies of wooden houses. The purpose and objectives of the work were therefore designed to evaluate today'sconstruction work for the design of balconies in wooden houses, where possible areasof improvement were evaluated to create a systematic work process for constructorsin designing and dimensioning balconies in wooden houses.In order to achieve the purpose and objectives of the work, four questions have beendeveloped that focus on the production of systematic work processes, the current workprocess of the construction work, design methods and balconies in wooden houses.Existing research and published material were found through a literature and contextstudy to further develop the study’s work. Theory regarding systematisation and process development, balconies,dimensioning of supporting structures, etc. was the basis for how the work would becarried out. The systematized work process for balcony design was, however, createdusing information from the qualitative interview study with a total of eight (8)respondents in different roles I house building. The work process was then partiallytested in a quantitative verification. The work resulted in a systematic work process in the form of a checklist that includesgeneral tips as well as a chronological workflow that describes how, when, with whomand what should and can be done at the balcony design to get the best possible results.A description of the existing balcony types has also been developed to simplify workand to clarify important points and tasks in the design of a particular type of balcony. The workflow is divided into the activities of the design and dimensioning, such asstart-up, design and dimensioning of the balcony's main components, detail designand dimensioning of fastening components, drawing up drawings and assemblydescriptions, and follow-up and development of the work process. Based on the results of the study, the questions were answered with a description ofthe four (4) types of balcony, which were based on theory and were strengthened bymeans of empirical data from the respondents. Two (2) of the balcony types are viiiconsidered more common, balconies with pillars to land and rods above the balconyplate, where the latter is considered the most common in wooden houses at present.Today's construction work for designing and dimensioning balconies in woodenhouses is similar in large part, but due to the use of prefabrication and standardizationdegree the work differs from each other. The verification of a part of the work process resulted in a balcony solution with crosslaminated timber as a balcony slab and in a comparison between results from aproposed software and hand calculations. The comparison showed that the softwarecan be used for dimensioning balconies with cross laminated timber, with the exceptionthat the dimensioning for fire must be done by hand because of deficiencies in thesoftware's settings. The study has shown that systematisation is often based on LEAN Production, whichwas created by the Japanese automotive industry, which focuses on creating efficientwork processes by circularly examining, testing, evaluating and developing workprocesses. The conclusion of the work is that it is possible to systematise construction work, butunlike the manufacturing industry, the work process must have adjustment possibilitiesduring the work to meet the commonly occurring changes in house construction.However, in order for the systematisation work to be carried out, increasedunderstanding and involvement from and by other actors than constructors arerequired. A systematic work process together with type solutions and standardized calculationmethods can shorten the design time, improve and secure the solutions, and allowmore time for creative thinking to further improve the balcony solutions and the workprocess.

Dans les pays en voie de développement, le rythme croissant de l’urbanisation entraîne un rapprochement rapide des habitations aux infrastructures des transports (aéroports, aérogares). En plus de ces constats, les conditions difficiles d’accès aux ressources énergétiques et l’inadéquation des techniques de construction avec le climat et l’environnement, les pays tropicaux doivent s’orienter vers les techniques favorisant l’utilisation du potentiel de construction durable (concepts passifs et bioclimatiques) afin de garantir les conforts (aspects acoustique et thermique) des habitants au sein des bâtiments. Le potentiel de construction durable, actuellement faiblement exploré, est très important dans ces pays. Face à ces défis, le concept de bâtiment durable est l’une des meilleures alternatives pour tisser l’harmonie entre le bâtiment et son environnement. Les techniques de construction durable passent par la connaissance parfaite du site, du climat local, les besoins de conforts (aspects acoustique et thermique) des habitants. Dans le cadre de notre contribution à ces problématiques, une étude d’évaluation de risques affectant les performances des bâtiments a été initiée. Toutefois, la majeure partie des travaux qu'on retrouve dans la littérature se focalise sur l’utilisation des approches analytiques qui s’avèrent parfois insuffisantes, en l’absence de la prise en compte des réalités pratiques. Une méthodologie d’analyse et d’évaluation des risques affectant la performance dans les bâtiments basée sur l’approche de capitalisation et d’exploitation des connaissances issues des processus de retour d’expérience est développée. Deux bâtiments tests (un bâtiment aéroportuaire et un bâtiment résidentiel du type F3B) sont choisis à Bamako afin d’appliquer la méthode d’évaluation avec le concours des experts, des techniciens du secteur du bâtiment et des usagers. Pour le premier bâtiment, l’évaluation est relative aux risques affectant la performance acoustique dans le contexte aéroportuaire tandis pour le second, elle est relative aux risques affectant la performance énergétique dans le contexte bioclimatique. L’effort se concentre sur l'identification des non qualités et des facteurs d’inconfort dont la résolution contribue à améliorer la performance acoustique, énergétique et environnementale des bâtiments. Pour ce faire, des visites de terrain (enquêtes auprès des usagers des bâtiments et interviews auprès des acteurs de la construction) ont été réalisées pour identifier d’une part les besoins et le comportement des habitants et d’autre part les techniques et les connaissances pratiques des acteurs de construction. Des fiches de questionnaires ainsi que des capteurs de mesures in situ (thermomètres, hygromètres et sonomètres) et des logiciels de traitements de données sont utilisés comme outils pour l’évaluation de risques affectant les performances sur les bâtiments tests. Des investigations sous forme de mesures in situ des paramètres (de températures, d’humidité et de niveaux de pression acoustique) respectivement à l’intérieur et à l’extérieur du bâtiment aéroportuaire et du bâtiment résidentiel du type F3B sont menées à l’aide de ces capteurs. Ces données sont ensuite traitées à l’aide des logiciels de traitements de données pour intégrer les connaissances et stratégies de construction durable. La capitalisation des informations issues de ces études sert de retour d’expérience à travers des propositions de solutions correctives et de bonnes pratiques pour la résolution des problèmes de performance (les pathologies, les dommages, et les autres dysfonctionnements) observés sur les bâtiments. / In developing countries, the growing importance of urbanization is bringing housing closer to transport infrastructure (airports, air terminals). Beside these observations, the difficult conditions of access to energy resources and the construction techniques inadequacy with the climate and the environment must enable tropical countries to move towards lasting potential construction techniques and use (passive, bioclimatic concepts) in order to guarantee the comfort (acoustic, thermal) of the inhabitants within the buildings. The sustainable construction potential, poorly explored, is very important in these countries. In the face of these challenges, the lasting buildings concept is one of the best alternatives for weaving harmony between the building and its environment. Lasting construction techniques go through a perfect knowledge of the site, the local climate and the inhabitants needs of comfort (acoustic, thermal). As part of our contribution to these issues, a risk assessment study and risk factors for building performance are initiated. However, most of the literature works focuses on the analytical approaches use that are sometimes insufficient, in the absence of taking into account practical realities. An analysis and assessment of risk performance methodology in buildings based on the capitalization and knowledge exploitation approach from return experience processes is developed. Two test buildings (an airport building and a F3B type residential building) are chosen in Bamako in order to apply the evaluation method with experts’ assistance, building technicians and users. For the first building, the assessment is relative to acoustic performance risks in the airport context while for the second; it relative to energy performance risks in the bioclimatic context. The effort focuses on the identification of non-qualities and the discomfort factors whose resolution contributes to improving the building acoustic, energy and environmental performance. To do this, field visits (surveys with building users and interviews with construction stakeholders) were conducted to identify on the one hand the residents’ needs and behavior and on the other hand, the construction actors’ techniques and practical knowledge. Questionnaire forms as well as measuring sensors in-situ (thermometers, hygrometers and sound level meter) and data processing software are used as tools for the performance risks assessment on test buildings. Investigations in the form of in-situ measurements, parameters (temperature, humidity and sound pressure levels) respectively inside and outside the airport and residential building type F3B are carried out with these sensors. These data are then treated with data processing software to integrate lasting construction knowledge and strategies. The capitalization of the information from these studies serves as experience feedback through corrective solutions propositions and good practices for the performance problems resolution (pathologies, damages, and others dysfunctions) observed on buildings.

Les organisations d’aujourd’hui ont besoin d’être plus agiles afin de survivre dans des marchés fluctuants et instables. C’est le cas particulier des processus de résolution de problèmes. La résolution de problèmes est une activité clé que les entreprises réalisent quotidiennement afin d’améliorer leur qualité et de réussir l’amélioration continue globale. Ces processus sont construits à partir des standards cadrés tels que le Plan, Do, Check, Act (PDCA), Define, Measure, Analyse, Improve, Control (DMAIC), ou le 8 Disciplines (8D)/ 9 Steps (9S). Dans ces méthodes, la généralisation et la réutilisation des connaissances sont facilitées par la standardisation. Cependant, les standards ayant tendance à contraindre fortement les processus, il est parfois difficile de réagir face à des évènements imprévus ou même de s’écarter pour mieux répondre aux besoins. Ainsi, le besoin de processus de résolution de problèmes suffisamment structurés mais pas sur-contraints par des standards apparaît. Un tel processus doit pouvoir être reconfiguré et adapté à des situations inattendues et se baser sur des méthodes de retour d’expérience. Cette thèse décrit la proposition d’un processus agile de résolution de problèmes guidé par le retour d’expériences et les connaissances. A cet effet, le cycle de vie d’un processus agile de résolution de problèmes, basé sur les principes du Case-Based Reasoning (CBR), est proposé. Au travers des cinq étapes d’un cycle de vie agile, le processus peut être défini, réalisé et stocké dans des bases d’expériences et de connaissances spécifiques à des fins de réutilisation. L’application du modèle à un processus de résolution de problèmes dans une entreprise de traitement de surface est présentée. Le processus est analysé en déployant le cycle de vie agile. Il est montré comment la méthode standard de résolution de problèmes utilisée au sein de l’entreprise peut devenir plus agile grâce à l’application de notre méthode. / In order to survive to the unstable and highly changing market-place, modern organisations need to adapt their business processes to be more agile. Such is, particularly, the case of problem solving processes. Problem solving is a key activity that companies perform on a daily basis to improve quality and to obtain sustainable and continuous improvement. Such processes are built following standard rigid frameworks as Plan, Do, Check, Act (PDCA), Define, Measure, Analyse, Improve, Control (DMAIC), or 8 Disciplines (8D)/ 9 Steps (9S). In these methods, the generalization and reuse of knowledge is facilitated by standardization. However, it is sometimes difficult to react to unexpected events due to over-constrained standards. Then, a need arises to define a problem solving process sufficiently structured but not over constrained by standards, which can be reconfigured and adapted to unexpected situations, and that is based on experience feedback principles. This thesis work describes a proposition of an agile problem solving process driven by the reuse of experiences and knowledge. For this purpose, based on Case-Based Reasoning (CBR) principles, the complete lifecycle of an agile problem solving process is proposed. Following the five steps that compose the agile lifecycle, the agile process can be defined, executed and stored in a dedicated knowledge and experience base. An application of the model to a specific problem solving process of a surface treatment company is presented. The process is analysed, deploying the complete agile lifecycle. It is shown how the standard problem solving method used within the company could become more agile through the application of our method.

La Résolution de Problèmes est l'un des piliers des stratégies d'amélioration continue des entreprises. Dans ce cadre, un certain nombre des méthodes ont réussi à démontrer son efficacité pour adresser des problèmes particulièrement complexes. Parmi ces méthodes, on peut distinguer le PDCA, le DMAICS, le 7Steps et le 8D/9S. Pourtant, l'apparition des réseaux distribuées de partenaires, ainsi que le positionnement du concept d'entreprise étendue, ont obligé les entreprises à aller au-delà de ses frontières pour travailler en synergie avec tous les partenaires en amont et en aval de sa chaîne. Dans ce contexte, l'efficacité de ces méthodes de résolution des problèmes a été fortement impactée. Ceci car non seulement les problèmes, mais aussi les produits, les partenaires, les ressources et l'information nécessaires pour sa résolution sont extrêmement fragmentés et décentralisés. Cette thèse s'intéresse donc à la résolution collaborative de problèmes au sein des chaînes distribuées de partenaires et son objectif est de proposer un processus et une méthodologie adaptés à ces contextes. Les propositions faites prennent en compte les aspects techniques (e.g. la modélisation des flux et la configuration de la chaîne) ainsi que les aspects collaboratifs (e.g. le niveau de confiance et/ou le rapport de pouvoir entre les partenaires) que conditionnent l'opération et l'efficacité du réseau. Finalement, cette thèse s'intéresse à l'articulation d'un système de retour d'expérience dans la résolution de problèmes distribués afin d'améliorer son efficacité. / The Problem Solving Process is a central element of the firms' continuous improvement strategies. In this framework, a number of approaches have succeeded to demonstrate their effectiveness to tackle industrial problems. The list includes, but is not limited to PDCA, DMAICS, 7Steps and 8D/9S. However, the emergence and increasing emphasis in the supply chains have impacted the effectiveness of those methods to solve problems that go beyond the boundaries of a single firm and, in consequence, their ability to provide solutions when the contexts on which firms operate are distributed. This can be explained because not only the problems, but also the products, partners, skills, resources and pieces of evidence required to solve those problems are distributed, fragmented and decentralized across the network. This PhD thesis deals with the solving of industrial problems in supply chains based in collaboration. It develops a general framework for studying this paradigm, as well as both a generic process and a collaborative methodology able to deal with the process in practice. The proposal considers all the technical aspects (e.g. products modeling and network structure) and the collaborative aspects (e.g. the trust decisions and/or the power gaps between partners) that simultaneously impact the supply chain operation and the jointly solving of problems. Finally, this research work positions the experiential knowledge as a central lever of the problem solving process to contribute to the continuous improvement strategies at a more global level.

Cette thèse s’inscrit dans le champ de la sécurité des organisations. Son objet concerne le développement d’une culture de sécurité, avec comme postulat le fait que la sécurité se fait avec la participation des travailleurs de tous niveaux hiérarchiques de l’organisation. Une recherche fondée sur ce principe a été conduite au sein de deux entreprises de distribution d’énergie en France. Comme beaucoup d’autres, ces entreprises sont axées sur une culture managériale de la sécurité où la sur-procéduralisation, le contrôle des « mauvais comportements » et les sanctions prennent le pas sur le travail réel. Comme conséquence, on constate le développement du « silence organisationnel », les travailleurs étant conduits à ne plus remonter les difficultés ou contradictions vécues sur le terrain, ou à remonter des situations à faible impact. Le retour d’expérience se trouve donc affaibli, voire inefficace. Pour gérer le silence organisationnel et ses conséquences, cette recherche a expérimenté des espaces de débat sur le travail réel entre salariés relevant de différents échelons de l’entreprise. Dès que certaines conditions sont respectées, ces espaces peuvent apporter de nombreuses contributions pour les personnes concernées et pour l’organisation locale. Pour qu’ils soient durables, il faut que ses membres disposent d’un certain pouvoir d’agir pour régler certaines des situations débattues localement, et qu’ils puissent communiquer avec d’autres espaces lorsque les ressources locales s’avèrent insuffisantes. Ainsi, les espaces de débat ne doivent pas être isolés au sein des échelons hiérarchiques, mais doivent être interconnectés en vue de définir le pouvoir d’agir et l’autonomie de chacun d’entre eux. Cette réflexion met en lumière le principe de subsidiarité, qui nous enseigne que chaque situation doit être traitée au niveau pertinent le plus bas de l’organisation. Cette thèse défend donc l’idée que pour traiter le silence organisationnel et développer une culture de sécurité, il est nécessaire de développer le « débat structuré sur le travail » – ou des espaces de débat organisés par le principe de subsidiarité – dans différents échelons de l’entreprise. Quelles sont les contributions réelles du débat structuré sur le travail ? Et ses conditions de mise en place ? Autant de questions auxquelles cette thèse tente de répondre par la construction de dispositifs de débat au sein de l’organisation et par une analyse fine du contenu des ces débats. Les résultats remettent en cause la vision classique de la sécurité basée sur des analyses centrées uniquement sur les situations conflictuelles passées, pour mettre en lumière l’articulation entre l’expérience passée, le débat actuel et les situations futures probables. L’approche mise en oeuvre au cours de ces 3 années a permis de développer une organisation plus résiliente, c’est-à-dire une organisation capable de maintenir un état stable en dépit des perturbations inhérentes à tout système de travail. Cette recherche nous invite à repenser la manière de manager les organisations actuelles. Même si le point de départ de la recherche concernait des questions de sécurité, le développement du débat structuré sur le travail a permis dans le même temps de traiter des questions de santé des travailleurs, de qualité du travail et de performance du système. / This thesis concerns the safety of work organizations. Its purpose is the development of a safety culture, with the postulate that safety must be done with the participation of workers of all levels of the organization. A research based on this principle was conducted in two companies of energy distribution in France. Like many others, these companies are focused on a managerial safety culture where over-proceduralization, control of "bad behavior" and sanctions prevail over the real work. As a consequence, we notice the development of the "organizational silence", workers being led not to report difficulties or contradictions experienced on the field, or to report low-impact situations. Experience feedback is thus weakened or ineffective.To manage this organizational silence and its consequences, this research experimented work debate spaces between workers belonging to different levels of the company. When certain conditions are met, these spaces may have many benefits for the concerned persons and for the local organization. In order to be sustainable, it is necessary that its members have some power to act to manage some of the situations discussed locally, and that they can communicate with other spaces when local resources are insufficient. Thus, work debate spaces should not be isolated in hierarchical levels, but must be interconnected to define the power to act and autonomy of each. This highlights the principle of subsidiarity, which teaches us that each situation should be managed at the lowest appropriate level of the organization. This thesis argues that to manage organizational silence and develop a safety culture, it is necessary to develop a "structured work debate" - or debate spaces organized according to the principle of subsidiarity - in different levels of the company. What are the effective contributions of structured work debate? And its conditions of implementation? These are questions that this thesis attempts to answer by the construction of debate devices within the organization and the detailed analysis of the content of the discussions. The results question the classic view of safety based on analyzes focused only on past situations of conflict, to highlight the link between past experience, the current debate and the likely future situations. The approach implemented during these three years led to develop a more resilient organization, i.e. an organization able of maintaining a stable functioning despite the disturbances inherent to any system of work. This research invites us to rethink the way of managing current organizations. Although the starting point of the research concerned safety issues, the development of a structured work debate allowed at the same time to deal with issues of workers' health, quality of work and performance of the system.

Detta examensarbete har gjorts i samarbete med JM Entreprenad som är ett helägt dotterbolag till JM AB. JM AB är ett av Sveriges största byggföretag. Arbetet har gått ut på att hjälpa JM Entreprenad Region Hus med att undersöka hur erfarenhetsåterföringen mellan Kalkylavdelningen och produktion ser ut samt att komma med förslag till förbättringar. Erfarenhetsåterföring handlar om att samla in och återanvända de erfarenheter och kunskaper som kommer från olika delar av organisationen för att sedan ha dessa som utgångspunkt för förbättringar av det framtida arbetet. Det finns i nuläget inga fastslagna rutiner för hur denna erfarenhetsåterföring skall genomföras vilket är en stor brist i organisationen. För att förändra detta bör företaget sträva efter att bli en lärande organisation och skapa tydliga rutiner för hur detta arbete skall läggas upp. / This thesis has been done in collaboration with JM Entreprenad, a wholly owned subsidiary of JM AB. JM AB is one of Sweden's largest construction companies. The task has been to assist JM Entreprenad Region Hus with an investigation concerning how the experience feedback between Calculus Department and Production is working and to make suggestions for improvements. Experience feedback comprises collecting and reusing the experience and knowledge which comes from different parts of the organization and to use this knowledge as a basis for improvement of future work. There is currently no established procedures for how this experience feedback shall be carried out which is a shortcoming in the organization. To change this, the company should strive to become a learning organization and establish clear procedures for how this work shall be organized.