La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise
This article presents the genesis and implementation of a method that consisted in simulating the activity of processing a customer request in the field of the service relationship. The purpose of this simulation was twofold: to reveal a collective activity that unfolds in a distributed manner in ti...
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| Format: | Article |
| Language: | English |
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Association Recherche et Pratique sur les Activités
2018-04-01
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| Series: | Activités |
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| Online Access: | https://journals.openedition.org/activites/3123 |
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| author | Florence Motté Céline Poret |
| author_facet | Florence Motté Céline Poret |
| author_sort | Florence Motté |
| collection | DOAJ |
| description | This article presents the genesis and implementation of a method that consisted in simulating the activity of processing a customer request in the field of the service relationship. The purpose of this simulation was twofold: to reveal a collective activity that unfolds in a distributed manner in time and space and to identify the levers of transformation to facilitate and to make the service relationship more fluid. This simulation, known as “Transverse Reflexive Simulation”, elicits the work through the knowledge acquired on human activity in its various dimensions in a large company’s existing R&D (Research and Development) program. It allows one to work on continuity - element crucial to quality of service and customer satisfaction - by opening spaces in which to construct this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to a company’s long-term performance. |
| format | Article |
| id | doaj-art-ee512e1db05043fc87dfb50ab3bec261 |
| institution | DOAJ |
| issn | 1765-2723 |
| language | English |
| publishDate | 2018-04-01 |
| publisher | Association Recherche et Pratique sur les Activités |
| record_format | Article |
| series | Activités |
| spelling | doaj-art-ee512e1db05043fc87dfb50ab3bec2612025-08-20T03:08:13ZengAssociation Recherche et Pratique sur les ActivitésActivités1765-27232018-04-0115110.4000/activites.3123La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entrepriseFlorence MottéCéline PoretThis article presents the genesis and implementation of a method that consisted in simulating the activity of processing a customer request in the field of the service relationship. The purpose of this simulation was twofold: to reveal a collective activity that unfolds in a distributed manner in time and space and to identify the levers of transformation to facilitate and to make the service relationship more fluid. This simulation, known as “Transverse Reflexive Simulation”, elicits the work through the knowledge acquired on human activity in its various dimensions in a large company’s existing R&D (Research and Development) program. It allows one to work on continuity - element crucial to quality of service and customer satisfaction - by opening spaces in which to construct this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to a company’s long-term performance.https://journals.openedition.org/activites/3123designmodellingservice relationshipcross-functional collective activitysimulation of human activity |
| spellingShingle | Florence Motté Céline Poret La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise Activités design modelling service relationship cross-functional collective activity simulation of human activity |
| title | La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise |
| title_full | La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise |
| title_fullStr | La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise |
| title_full_unstemmed | La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise |
| title_short | La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise |
| title_sort | la simulation reflexive transverse une methode pour ancrer l activite humaine au coeur de la performance de l entreprise |
| topic | design modelling service relationship cross-functional collective activity simulation of human activity |
| url | https://journals.openedition.org/activites/3123 |
| work_keys_str_mv | AT florencemotte lasimulationreflexivetransverseunemethodepourancrerlactivitehumaineaucœurdelaperformancedelentreprise AT celineporet lasimulationreflexivetransverseunemethodepourancrerlactivitehumaineaucœurdelaperformancedelentreprise |