IDEAS home Printed from https://ideas.repec.org/p/dij/wpfarg/1120602.html
   My bibliography  Save this paper

Déni du travail et tyrannie des normes-Denial of work and tyranny of norms

Author

Listed:
  • Damien Collard

    () (Université de Franche-Comté)

Abstract

(VF)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 qui ont été déployées à la SNCF dans le domaine de la relation de service. Les normes de service qui ont été 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 devenue une fin en soi. Cette situation a fait naître une activité « contrariée » (CLOT, 1999) chez les agents en front office, dans la mesure où ces normes ont été perçues 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).(VA)Based on the example of two quality processes deployed at the SNCF in the field of the service encounter, the aim of this article is to explore, from a clinical point of view, organizational mechanisms which encourage the denial of work. The norms of services previously defined contributed to the front office agents’ denial of work, essentially because the respect of these norms became an ultimate finality. This situation has induced an “annoyed activity” (CLOT, 2009) among the front office agents, owing to the fact that the norms have been perceived as a hindrance to the accomplishment of a high-grade work. In the two previous practical examples, the reality (of work), the real work (in opposition to the prescribed work) and the “real of work” (in the meaning of the psychodynamics of work) have been denied.

Suggested Citation

  • Damien Collard, 2012. "Déni du travail et tyrannie des normes-Denial of work and tyranny of norms," Working Papers CREGO 1120602, Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations.
  • Handle: RePEc:dij:wpfarg:1120602
    as

    Download full text from publisher

    File URL: http://crego.u-bourgogne.fr/images/stories/wp/1120602.pdf
    Download Restriction: no

    More about this item

    Keywords

    déni du travail; réel du travail; normes de service; relation de service; denial of work; “real of work”; norms of services; service encounter.;

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:dij:wpfarg:1120602. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Angèle RENAUD). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.