La gestion contre le travail ? (notice n° 989173)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03020cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125130739.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Collard, Damien |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | La gestion contre le travail ? |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2013.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 25 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | L’auteur s’interroge sur les raisons de la coupure grandissante entre la sphère de la gestion et la sphère du travail. Dans une perspective clinique, il étudie les mécanismes organisationnels qui ont accompagné le déploiement de deux « démarches qualité » à la Sncf dans le domaine de la relation de service. La mise en place de relations de type client-fournisseur en interne et la définition de normes de service strictes constituent deux mécanismes clés qui sont au fondement du déni du travail des agents en front office. Par ailleurs, les effets induits par ces démarches sur le travail de ces agents, appréhendés en termes de déficit et d’excès de prescription, sont analysés. Summary, p. 194. Resumen, p. 194. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Management against Work?The author considers the reasons of the growing cut between the sphere of management and the sphere of work. From a clinical point of view, he explores the organizational mechanisms that accompanied the launching of two “quality processes” at the Sncf (the French national railway company) in the field of “service encounter”. The implementing of internal customers-suppliers relationships and the definition of strict norms of service constitute two key mechanisms that originate front office agents’ denial of work. Otherwise, the induced effects by these processes on agents’ work, apprehended in terms of shortage and excess of prescription, are assessed. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | El autor se interroga acerca de las razones de la cortadura creciendo entre la esfera de la gestión y la esfera del trabajo. Dentro de una perspectiva clínica, estudia los mecanismos organizacionales que acompañaron el despliegue de dos gestiones de calidad por la Sncf en el campo de la relación de servicios. La implantación de relaciones internas de tipo cliente proveedor y la definición de normas de servicios estrictas constituyen dos mecanismos claves que son al principio de la denegación del trabajo de los agentes en « front office ». Por lo demás, los efectos inducidos por estas gestiones sobre el trabajo de estos agentes, aprehendidos con los términos de déficit y de exceso de prescripción, son analizados. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | relation de service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | normes de service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | déni du travail |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | « activité contrariée » |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | démarches qualité |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | service encounter |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | norms of service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | quality processes |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | “annoyed activity” |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | denial of work |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Travailler | 30 | 2 | 2013-09-16 | p. 175-195 | 1620-5340 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-travailler-2013-2-page-175?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-travailler-2013-2-page-175?lang=fr&redirect-ssocas=7080</a> |
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