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La robustesse en ordonnancement : une activité d’articulation des dimensions économiques et sociales : la commande du personnel de vente à la SNCF

Abstract : This research in ergonomics focuses on the design of robust personnel schedules in a sensitive social context, based on the articulation work between the social and economic dimensions of companies .it is often seen as a lever for flexibility by companies. Research in ergonomics and human resources management shows that it possible to consider scheduling as a "distributed" resource management activity, which raises issues related to both the economic and social dimensions of companies (health, skills, training, agent satisfaction). Our objectives are to understand how schedulers articulate theses dimensions, evaluate this work, and to define the robustness on scheduling.To understand this activity, divided between three different levels (strategic, tactical, operational), six types of data collection were carried out: semi-directive interviews, observations of the activity of planners at the tactical level, business and inter-business working groups, as well as self-confrontation interviews based on achieved schedules.The robustness is dynamically built from the constraint management strategies of schedulers. These are based on the schedulers’ knowledge : of regulations, of process, of other schedulers and commercial agents. Robustness takes different forms (stable or flexible, immediate or delayed) and must make it possible to resist disruptions but also to build room for manœuvre for the future.The impact of our research is related to the definition of robustness on personnel scheduling, to the joint collective activity and to the identification of the conditions in favour of robustness’ construction.
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Submitted on : Thursday, September 20, 2018 - 6:19:06 PM
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Laetitia Flamard. La robustesse en ordonnancement : une activité d’articulation des dimensions économiques et sociales : la commande du personnel de vente à la SNCF. Gestion et management. Conservatoire national des arts et metiers - CNAM, 2018. Français. ⟨NNT : 2018CNAM1179⟩. ⟨tel-01878218⟩

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