An Interactive Dashboard as a Strategic Tool for Enhancing Organizational Performance. A case study at Airbus SAS.

This thesis is the result of a six-month internship carried out at Airbus SAS, at the Toulouse site in France, within the Customer Services. The internship focused on an improvement project related to a material provisioning process in after-sales, with the main objective of anticipating customer needs. To guarantee process capability and on-time delivery to the customer, Key Performance Indicators are measured and monitored on a monthly basis. The main issue is the deviation of these KPIs from their defined targets; the internship project explores the possible root causes of this deviation in order to improve the current situation. For this reason, the first phase of the project required a deeper understanding of process behavior through statistical analysis. Subsequently, it was necessary to identify, propose and measure more meaningful monitoring performance indicators, to ensure a better representation of reality. To reach these objectives and to enhance operational visibility, more frequent monitoring was adopted and an interactive dashboard was developed to visualize process performance and highlight deviations from targets. This analysis also emphasized the importance of data reliability, which is essential for providing an accurate reflection of process performance. The approach adopted was based on Lean Management principles, more specifically the Lean Office philosophy, which applies Lean Thinking to administrative, information, and digital processes with the aim of making visible what is otherwise difficult to detect. This was complemented by a Six Sigma framework, used to systematically measure and analyze process variability through statistical metrics. The two methodologies interact and reinforce one another, and together form Lean Six Sigma, an integrated framework based on continuous improvement and aimed at improving customer satisfaction. Overall, the project demonstrated the importance of Visual Management in improving operational visibility and establishing recovery action plans when needed. This continuous improvement mindset aims to enable more informed, data-driven decision-making within the organization in order to stay competitive in a changing market.