Vers une maturité de l’organisation à devoir de fiabilité : Recherche-intervention : une approche par les processus au SDIS des Bouches du Rhône.

Abstract : For three decades, the French firefighters have come to know many legal and organizational disruptions that have led to several obligations in terms of accountability and efficiency. These injunctions brought forward the question of their organizational reliability as a core issue that cannot be isolated from the emergence of new technologies and their contribution to decision-making in organizations. In this thesis, we explore organizational reliability through the lens of the High Reliability Organizations theory (Roberts, 1990; Weick & Sutcliffe, 2007; Vidal, 2011; Morel, 2012…) while combining it with information systems literature (Le Moigne & Bartoli, 1996; Le Moigne, 2006; Laudon & Laudon, 2014; etc.). Integrated in a teleological and projective constructivism, this thesis presents a specific action-research aimed for an implementation of informational tools in the Fire Department of the Bouches du Rhône (France) with the expectation to contribute to a better reliability of its activities. After a three-year long participant observation and a research logbook, we concluded this action-research with a succession of interviews conducted with the actors of the organization. At the end of the thesis, we interpret the results produced by the analysis of this primary and secondary data to highlight the influence of informational tools on the reliability of the Fire Department studied. A discussion enables us to formulate recommendations and models bound for practitioners and related to the implementation of a business process management. Among these suggestions, we propose a maturity model of organizations concerned by a “duty of reliability” (Vidal, 2011) in order to guide public organizations in the evaluation of their capacities regarding the reliability of their activities.
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Anaïs Saint Jonsson. Vers une maturité de l’organisation à devoir de fiabilité : Recherche-intervention : une approche par les processus au SDIS des Bouches du Rhône.. Gestion et management. Aix-Marseille Université, 2015. Français. ⟨tel-01497742⟩

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