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The implementation of an integrated information system, like an ERP (Enterprise Resource Planning) or an APS (Advanced Planning Systems) is nowadays a key issue for companies. The problems that can appear during their integration, which is always a difficult task, are nowadays better identified even if their origins are often multiples and complexes. Defining new business processes and coupling systems with users are thus, sources of many problems. The integration of such systems requires a mapping between the processes used in the company and the standard processes supported by the information systems. In that purpose, a BPR (Business Process Reengineering) project always precedes the implementation of the information system. We suggest to better adapt the business processes to the human actors by explicitly taking into account concepts like the role, competence and knowledge of the human resource. We show how these concepts may complement techniques like BPR in order to better identify the needs and possibilities of the workforce, with the final goal of increasing the efficiency and acceptability of the system to be implemented.

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.