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La gestion des temps et des délais : un enjeu central dans les mairies

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  • Caroline Tahar

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

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    Abstract

    Face aux bouleversements de l'organisation du temps des sociétés modernes et au sentiment de manquer de temps, des mairies ont compris qu'il était urgent de gérer la temporalité. Une étude réalisée au sein d'une mairie décrit l'emergence de la gestion des temps et des délais. Elle met en évidence l'utilisation de méthodes et outils issus du management des services. Mais malgré une " orientation client ", la demande des usagers en matière de temps est souvent sous-estimée. Pourtant, gagner du temps peut permettre d'augmenter la valeur du service rendu à l'usager tout en réduisant les coûts.

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    File URL: http://hal.archives-ouvertes.fr/docs/00/72/55/23/PDF/LEMNA_WP_201234.pdf
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    Bibliographic Info

    Paper provided by HAL in its series Working Papers with number hal-00725523.

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    Date of creation: 27 Aug 2012
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    Handle: RePEc:hal:wpaper:hal-00725523

    Note: View the original document on HAL open archive server: http://hal.archives-ouvertes.fr/hal-00725523
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    Web page: http://hal.archives-ouvertes.fr/

    Related research

    Keywords: Contrôle de gestion ; mairies ; temps ; délais ; valeur;

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    1. Hsiao, Ming-Hsiung, 2009. "Shopping mode choice: Physical store shopping versus e-shopping," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(1), pages 86-95, January.
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