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Business Models et contrôle opérationnel dans les services : Le cas de la gestion conjointe des coûts, de la qualité et des délais dans la restauration commerciale

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Author Info

  • Pascal Goureaux

    (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Université de Nantes : EA4272)

  • François Meyssonnier

    (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Université de Nantes : EA4272)

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    Abstract

    Une réflexion sur le contrôle de gestion des activités de service conduit à proposer deux configurations emblématiques des modes de gestion du triplet Coût-Qualité- Délai dans les services (le modèle généraliste versus le modèle low cost). Une étude des modes de gestion des opérations dans la restauration commerciale montre que la standardisation des opérations tout au long de la chaîne de valeur est la règle mais est souvent difficile à tenir lors des pointes d'activités ou des situations non anticipées. Dans la restauration commerciale, quand le business model est généraliste, la gestion du triplet Coût-Qualité-Délai lors des « coups de feu » dépend largement des initiatives du personnel de contact alors que quand le business model est low cost la normalisation des opérations semble rester efficace en raison de la simplification de l'offre de service et du ciblage de la clientèle

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    Bibliographic Info

    Paper provided by HAL in its series Working Papers with number hal-00419282.

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    Date of creation: 23 Sep 2009
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    Handle: RePEc:hal:wpaper:hal-00419282

    Note: View the original document on HAL open archive server: http://hal.archives-ouvertes.fr/hal-00419282/en/
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    Web page: http://hal.archives-ouvertes.fr/

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