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La productivité dans les services administratifs

Listed author(s):
  • Faridah Djellal

    ()

    (CLERSE - Centre lillois d'études et de recherches sociologiques et économiques - CNRS - Université Lille 1 - Sciences et technologies)

  • Faïz Gallouj

    ()

    (CLERSE - Centre lillois d'études et de recherches sociologiques et économiques - CNRS - Université Lille 1 - Sciences et technologies)

L’objet de ce travail est de dresser un bilan de la question de la productivité dans les services à la fois sur le plan théorique, méthodologique et opérationnel (c’est-à-dire celui de la mise en œuvre des facteurs de productivité). Ce travail est organisé en deux parties. La première partie est consacrée à un bilan des débats conceptuels et méthodologiques (récents) sur la notion de productivité. Nous y rendrons ainsi compte des définitions de la productivité et de ses principales méthodes de mesure. Cette partie comporte quatre chapitres. Dans le chapitre un, nous proposons un cadrage général sur la notion de productivité. Nous rendons compte de ses principales définitions et méthodes de mesure, de ses principaux enjeux théoriques et opérationnels et des controverses théoriques suscitées par cette notion. Dans les trois chapitres suivants, nous analysons plus en détail la manière dont la notion de productivité s’applique aux services marchands, puis aux services publics et enfin aux services internes de pilotage. Dans chacun de ces chapitres, nous examinons, tout d’abord, de manière analytique, les conséquences théoriques sur la notion de productivité d’un certain nombre de caractéristiques considérées comme représentatives de la catégorie de services retenue, avant de rendre compte des expérimentations de mesure mises en œuvre. La seconde partie est consacrée, dans une perspective plus opérationnelle et stratégique, à l’identification et à l’analyse des principaux leviers (facteurs ou déterminants) de l’amélioration de la productivité, et, plus généralement, aux stratégies concrètes mises en œuvre à cette fin dans les entreprises et les organisations. Le chapitre cinq est un chapitre de cadrage général sur les principaux déterminants de la productivité envisagés dans la littérature. Dans les chapitres suivants, nous nous efforcerons d’analyser à la fois sur le plan théorique et sur le plan des stratégies concrètes mises en œuvre, les spécificités respectives des

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Paper provided by HAL in its series Post-Print with number halshs-00199651.

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Date of creation: 2006
Publication status: Published in Etude pour le ministère des Affaires sociales, du Travail et de la Solidarité, 149 p. 2006
Handle: RePEc:hal:journl:halshs-00199651
Note: View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00199651
Contact details of provider: Web page: https://hal.archives-ouvertes.fr/

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