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Organiser la continuité du service : Intervention sur l'organisation d'une Mutuelle de santé

Petit Johann 1
1 Equipe dÉrgonomie des Systèmes Complexes
IMS - Laboratoire de l'intégration, du matériau au système
Abstract : The main objective of this research is to show that service is produced by means of a continuous process. Basing himself on an ergonomic intervention in a mutual health insurance company, the author emphasizes the fact that an organization that completely splits front office and back office tasks has negative impacts, as regards both the operators' activity and the quality of service. More generally, this research gives prominence to the limitations of many organizational approaches, stemming from industry, when they are used in service situations: they usually underestimate the collective activity that is necessary to assure the continuity of service. The singularity implied by the client's expectations requires a continuous questioning of the rules that constitute the organization. The quality of service will depend on this continuous evolution of rules. Producing service is not only applying rules, but also managing the variability by a cooperative action on the process of rule production. Yet, the division between front office and back office deeply changes the determinants of this continuous organizational redesign. The author proposes ways to set new cooperation forms between front office and back office, in order to assure a continuity of service. Possible forms of the ergonomist's intervention on organizational project management are described. Finally, the relevance of activity analysis as a source of change scenarios is discussed.
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Submitted on : Thursday, January 12, 2012 - 10:40:05 AM
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  • HAL Id : tel-00659105, version 1


Petit Johann. Organiser la continuité du service : Intervention sur l'organisation d'une Mutuelle de santé. Autre. Université Victor Segalen - Bordeaux II, 2005. Français. ⟨tel-00659105⟩



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