Déni du travail et tyrannie des normes (notice n° 994314)
[ vue normale ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02842cam a2200289 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250125132156.0 |
| 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 | Déni du travail et tyrannie des normes |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2013.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 85 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | L’objet de cet article est d’explorer, dans une perspective clinique, les mécanismes organisationnels qui favorisent le déni du travail, à partir de l’exemple de deux démarches qualité déployées à la SNCF dans le domaine de la relation de service dans les années 2000, les projets Transilien et Gares en mouvement. Les normes de service définies dans le cadre de ces deux démarches ont contribué au déni du travail des agents en front office de la SNCF, essentiellement parce que le respect de ces normes est devenu une fin en soi. Cette situation a fait naître chez ces agents une activité « contrariée », telle qu’elle a été conceptualisée par Yves Clot, dans la mesure où ils ont perçu les normes comme une entrave à la réalisation d’un travail de qualité. Dans les deux cas étudiés, le déni a porté simultanément sur la réalité (dans laquelle le travail de ces agents devait s’exercer), le travail réel (par opposition au travail prescrit) et le « réel du travail » (au sens où l’entend la psychodynamique du travail, autrement dit ce qui résiste aux prescriptions organisationnelles). |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Using the example of two quality processes implemented at the SNCF (the French national railway company) in the field of service encounter, this article aims to explore the organizational mechanisms that encourage denial of work from a clinical point of view. The norms of service previously defined have contributed to front office agents’ denial of work, essentially because the respect of these norms have become an ultimate finality. This situation has induced an “annoyed activity”, as conceptualised by Yves Clot, among front office agents insofar as the norms have been perceived as a hindrance to the accomplishment of high-quality work. In the two case studies, the reality of work as well as real work (as opposed to prescribed work) and the “real of work” (in the meaning of the psychodynamics of work, in other words what resists organizational prescriptions) have been denied. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | réel du travail |
| 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 | SNCF |
| 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 | real of work |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | SNCF |
| 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 | Travail et emploi | 132 | 4 | 2013-04-17 | p. 35-48 | 0224-4365 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-travail-et-emploi-2012-4-page-35?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-travail-et-emploi-2012-4-page-35?lang=fr&redirect-ssocas=7080</a> |
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