« Orientation client » et (in)civilité : le cas d’une ligne de transport public collectif

Cet article vise à articuler politique d’orientation client d’une entreprise publique de transport, d’une part, et (in)civilité des voyageurs à l’égard des salariés aux guichets, d’autre part, à partir du cas d’une nouvelle ligne de transport public collectif voulant inaugurer de nouveaux modes de relations entre agents et clients, basés sur l’attention et la convivialité. En fait de convivialité, c’est essentiellement l’incivilité que les salariés doivent régulièrement subir. L’énoncé, par la direction de la ligne, de la position centrale des clients dans l’organisation ainsi que l’évolution des missions confiées aux agents en contact avec les clients, viennent modifier la nature des rapports sociaux de service entre agents et clients, qui évoluent vers des rapports de pouvoir en faveur des clients et au détriment de la civilité dans l’espace public.A new public transit line set up a programme entitled “focus on the client” [orientation client] intended to found relations between employees and clients on attention and interaction. In practice, interaction essentially brings incivility, which the employees confront regularly. The transit authority’s announcement that clients were central to the organisation as well as the evolution of employees’ responsibilities when in contact with clients has altered the service relationship. It is shifting the power relationship in the clients’ favour and at the loss of civility in public space

Quelle gestion des incivilités dans les entreprises accueillant du public ?

La notion d’incivilité regroupe un très large éventail de conduites : indifférence, impolitesse, dégradations, agressivité verbale. Les espaces publics de la Société nationale des Chemins de fer (SNCF) comme ceux de La Poste sont des lieux de brassage social, d’attente prolongée, de mélange entre besoins individuels et traitement de masse. La qualité de service y est intimement liée à la qualité du lien social. Les salariés de ces entreprises font remonter régulièrement le poids croissant des incivilités dont ils sont les témoins ou l’objet. Face à ces actes problématiques, la SNCF et La Poste ont engagé des travaux de recherche analysant les facteurs de dégradation et les leviers de régulation de la civilité dans leurs espaces.Incivility covers a wide range of behaviours – indifference, rudeness, insults, verbal aggression. The public spaces of the railways [SNCF] and the post office are places of social encounter, long waits, and a mix of mass treatment and individual needs. The quality of service is intimately linked to the quality of social ties. Employees in these companies must regularly overcome an increasing burden of incivilities of which they are the object or a witness. Faced with such problem behaviours, the railway companies and the postal service are engaged in research to analyse the factors that account for this degradation and the mechanisms for regulating civility in their public spaces

Enjeux, contraintes et potentialités des organisations "orientées clients". Le cas de deux entreprises de service : ASSUR et la RATP

Membre du Jury: de Coninck, M. Frédéric et Alter, M. Norbert et Courpasson, M. David et Lichtenberger, M. Yves et Zarifian, M. PhilippeFor 10 years, the concepts of « service » and « services relations » are more and more important in industry, administration and services. All these organizations try to put the client ot the use or the client at the center of their organisationnal process, giving a new status to the organization centered on the client. These organizations are particularly intersted in the development of services relations which are now central in their strategy of development. We have studied this evolution in two companies : the french assurance company ASSUR and the transport company of metro in Paris, the RATP. They both take care about the adaptation of their offer to the needs and expectations of their clients, about the quality of prestations and services, and about the personnalization of their relations with the clients. This new strategic orientation involves a modification of the situations and conditions of work which require from the employees to developp new competences, new attitudes, new professionnal culture and new professionnal practices centered on the service offered to the client. The aim of this comparative work is to identify and analyse the consequences of these strategies centered on the client on works organization, on the nature of the work of the employees in direct contact with clients, and on social relationships. We have focused our analysis on the issues that the employees are daily meeting in their direct relations with clients. These two compagnies have tried to supplemente to their old industrial logic with a new servicial logic of production. They actually have failed because of many reasons essentially due to organisation of work, to power relationships, to managerial presupposes (seen as evidences), to the lack of reflexivity and to the ideological dimension of these projects.Depuis plus d'une dizaine d'années, les notions de service(s) et de relation(s) de service prennent une importance croissante dans les entreprises et les administrations. C'est le cas dans les deux entreprises de services que nous avons étudiées (une entreprise d'assurance et une entreprise de transport) qui s'efforcent désormais de placer le client-usager au centre de leur fonctionnement organisationnel et de leurs processus, avec pour objectif la mise en place d'organisations « orientées client ». Cette nouvelle orientation se traduit par une modification des situations et des conditions de travail exigeant des salariés le développement de nouvelles compétences et attitudes, d'une nouvelle culture et d'une nouvelle professionnalité axées sur la qualité du service rendu et la satisfaction du client. Cette thèse permet d'éclairer les rationalités managériales mises en uvre pour définir ces organisations et leurs effets sur les métiers et les rapports sociaux (internes et avec les clients). Elle illustre les enjeux professionnels, organisationnels, politiques et idéologiques ainsi que les limites de ces projets de changement qui demeurent inscrits dans une logique industrialiste et ne parviennent pas à promouvoir une logique de service s'appuyant sur la prise en compte des attentes et des usages des clients et sur l'évaluation des "effets utiles" des services offerts

To revisit the safety culture : toward a new cultural analyse framework for safety management

International audienceThe concept of “Safety Culture” is a key element of many initiatives aiming at improving the safety of nuclear facilities. Focusing on human and organizational factors, “Safety Culture” concept analysis emphasizes the importance of perception, interpretation and behavior of individuals and groups in organizations.The common idea is that acting on culture would increase the overall performance of the company; particularly its performance in terms of risk management. This managerial perspective of culture has been the target of ample criticism from sociologists, who consider that this view does not take sufficiently into account the complexity of the organisation and its social dynamics.This paper proposes a sociological analysis framework to better understand cultural aspects having an impact on reliability and safety of activities within organizations. Based on a case study concerning the introduction of a safety management system in a nuclear facility, our original “cultural analysis framework” will be presented. It is based on three levels: 1/ the “Macro” level: Cultural background and its inclusion within the existing organizational culture; 2/ the “Meso” level: Collective aspects of the activity within an organization; 3/ the "Micro" level: Collective and social life (modes of socialization, relationship, trust, practices sharing), symbolic and identity aspects.These three levels of analysis allow breaking down the global topic "safety culture" which appears to be too complex to be addressed directly. These three levels are intended to complement each other and enable a comprehensive understanding of the cultural aspects of an organization and their potential impact on safety.In conclusion, a socio-comprehensive approach to culture concept will be defended in order to identify "reasonable" means of action which could be beneficial for anyone wanting to improve risk management

Revisiting Safety Culture: The Benefits of a New Cultural Analysis Framework for Safety Management

International audienceThe concept of “Safety Culture” is a key element of many initiatives intended to improve the safety of nuclear facilities. Focusing on human and organizational factors, “Safety Culture” concept analysis emphasizes the importance of the perceptions, interpretations and behaviors of individuals and groups in organizations.It is commonly believed that acting on structure and organization can increase safety culture beyond a company’s overall performance, particularly in terms of risk management. But how is it possible to ensure that a new safety policy or organizational infrastructure really does promote safe and reliable operations without unforeseen and undesired cultural consequences? How, when providing followup recommendations, is it possible to assess if there has been improvement in terms of safety culture? This paper proposes a “cultural analysis framework” to identify and understand cultural elements that have an impact on reliability and safety of activities within organizations. Based on a case study of the introduction of a safety management system in a nuclear facility, our original “cultural analysis framework” will be presented. It examines three levels: 1/ the macro level: Cultural background and its inclusion within the existing organizational culture; 2/ the meso level: Collective aspects of the system within an organization; 3/ the micro level: Collective and social life (modes of socialization, relationships, trust, practices sharing), as well as symbolic and identity dimensions.These three levels of analysis make it possible to break down the topic of "safety culture," an issue too complex to be addressed directly, into manageable categories. These three levels are complementary; taken together, they can help develop a comprehensive understanding of the cultural aspects of safety in an organization.In conclusion, the paper advances a socio-comprehensive approach to safety as a means to identify "reasonable" actions potentially beneficial for anyone seeking to improve risk management

To revisit the safety culture : toward a new cultural analyse framework for safety management

International audienceThe concept of “Safety Culture” is a key element of many initiatives aiming at improving the safety of nuclear facilities. Focusing on human and organizational factors, “Safety Culture” concept analysis emphasizes the importance of perception, interpretation and behavior of individuals and groups in organizations.The common idea is that acting on culture would increase the overall performance of the company; particularly its performance in terms of risk management. This managerial perspective of culture has been the target of ample criticism from sociologists, who consider that this view does not take sufficiently into account the complexity of the organisation and its social dynamics.This paper proposes a sociological analysis framework to better understand cultural aspects having an impact on reliability and safety of activities within organizations. Based on a case study concerning the introduction of a safety management system in a nuclear facility, our original “cultural analysis framework” will be presented. It is based on three levels: 1/ the “Macro” level: Cultural background and its inclusion within the existing organizational culture; 2/ the “Meso” level: Collective aspects of the activity within an organization; 3/ the "Micro" level: Collective and social life (modes of socialization, relationship, trust, practices sharing), symbolic and identity aspects.These three levels of analysis allow breaking down the global topic "safety culture" which appears to be too complex to be addressed directly. These three levels are intended to complement each other and enable a comprehensive understanding of the cultural aspects of an organization and their potential impact on safety.In conclusion, a socio-comprehensive approach to culture concept will be defended in order to identify "reasonable" means of action which could be beneficial for anyone wanting to improve risk management

Human and organizational factors in the transport of radioactive materials

International audienceThe analysis of events related to the transport of radioactive materials shows that most of them are not only due to technical issues, but also involve human and organizational factors as a root cause. Indeed, human and organizational factors, such as competences, work environment, task characteristics and organization, have an effect on the safety of transport activities. In this regard, the analysis of the transport related events performed by the French Institute for Radioprotection and Nuclear Safety (IRSN) takes into account these factors in order to identify the causes of the most significant events occurred in France and to assess the actions put in place by consignors and carriers in order to prevent their recurrence. These analyses can focus on the organization implemented for the transport activities, including the operators training program and the means to take into account the operational feedback. In addition, on-site visits and interviews with operators and managers enable a better understanding of the organization (interfaces, roles and responsibilities), the working conditions and the possible difficulties related to the applicable procedures. In 2018, such an assessment has been performed by IRSN after the declaration of an event involving the loading operations of packages designed to transport spent fuel. The paper will describe the methodology applied for this analysis and present the main conclusions drawn from this assessment. The paper will also describe the major human and organizational factors that need to be taken into account in the safety of transport of radioactive materials. In fact, IRSN considers that the design process of packages and associated tools must include human factors engineering (co-design and validation with users addressing the future operating conditions). Furthermore, the safety functions ensured by the safety related components should be explained to the package users to improve their understanding of the different operations that should be performed at each step of the package transport, including loading and unloading

Strengths of ecosystem services concept for radiation protection

The successful ecosystem services concept, defined as the benefits people obtain from ecosystems is still not really reflected in the current approaches for protecting public and environment against radiation promoted by the International Commission on Radiological Protection or other similar approaches. Yet some recent thoughts from international organizations lead us to believe that an eco-based approach could be more promoted in the coming years in environmental radiation protection field. The French Institute for Radiation Protection and Nuclear Safety has identified different fields of application of this concept into radiation protection, in line with its integrated approach of radiological risks management. As the ecosystem services approach makes it possible to highlight biophysical and socio-economic approaches of the impacts of ionizing radiation on ecosystems, it represents a subject of primary importance for future works conducted by IRSN. However, the operationality of the ecosystem services concept is the subject of many debates. In many situations, scientists have not yet fully understood how radioactive contamination could affect ecosystem services, and how to articulate with certainty cause and effect relationships between state of an ecosystem and provision of services. In addition, the concept is also accompanied by contradictory perceptions of the status of humans in ecosystems. To solve these knowledge gaps and uncertainties, it is necessary to acquire robust data on the impacts of radiation on ecosystems both under experimental and realistic conditions, and to integrate all potential consequences (direct and indirect, ecotoxicological but also economic and cultural)

Human and organizational factors in the transport of radioactive materials

International audienceThe analysis of events related to the transport of radioactive materials shows that most of them are not only due to technical issues, but also involve human and organizational factors as a root cause. Indeed, human and organizational factors, such as competences, work environment, task characteristics and organization, have an effect on the safety of transport activities. In this regard, the analysis of the transport related events performed by the French Institute for Radioprotection and Nuclear Safety (IRSN) takes into account these factors in order to identify the causes of the most significant events occurred in France and to assess the actions put in place by consignors and carriers in order to prevent their recurrence. These analyses can focus on the organization implemented for the transport activities, including the operators training program and the means to take into account the operational feedback. In addition, on-site visits and interviews with operators and managers enable a better understanding of the organization (interfaces, roles and responsibilities), the working conditions and the possible difficulties related to the applicable procedures. In 2018, such an assessment has been performed by IRSN after the declaration of an event involving the loading operations of packages designed to transport spent fuel. The paper will describe the methodology applied for this analysis and present the main conclusions drawn from this assessment. The paper will also describe the major human and organizational factors that need to be taken into account in the safety of transport of radioactive materials. In fact, IRSN considers that the design process of packages and associated tools must include human factors engineering (co-design and validation with users addressing the future operating conditions). Furthermore, the safety functions ensured by the safety related components should be explained to the package users to improve their understanding of the different operations that should be performed at each step of the package transport, including loading and unloading

Human and organizational factors in the transport of radioactive materials

International audienceThe analysis of events related to the transport of radioactive materials shows that most of them are not only due to technical issues, but also involve human and organizational factors as a root cause. Indeed, human and organizational factors, such as competences, work environment, task characteristics and organization, have an effect on the safety of transport activities. In this regard, the analysis of the transport related events performed by the French Institute for Radioprotection and Nuclear Safety (IRSN) takes into account these factors in order to identify the causes of the most significant events occurred in France and to assess the actions put in place by consignors and carriers in order to prevent their recurrence. These analyses can focus on the organization implemented for the transport activities, including the operators training program and the means to take into account the operational feedback. In addition, on-site visits and interviews with operators and managers enable a better understanding of the organization (interfaces, roles and responsibilities), the working conditions and the possible difficulties related to the applicable procedures. In 2018, such an assessment has been performed by IRSN after the declaration of an event involving the loading operations of packages designed to transport spent fuel. The paper will describe the methodology applied for this analysis and present the main conclusions drawn from this assessment. The paper will also describe the major human and organizational factors that need to be taken into account in the safety of transport of radioactive materials. In fact, IRSN considers that the design process of packages and associated tools must include human factors engineering (co-design and validation with users addressing the future operating conditions). Furthermore, the safety functions ensured by the safety related components should be explained to the package users to improve their understanding of the different operations that should be performed at each step of the package transport, including loading and unloading