Ergonomie

Designing for the Power to Act Together in organisations : the case of a business process

“…The processing of a request for dual-fuel connection is constructed both within the company, through the cross-functional interactions that it implies between actors, and with the customer who has made the request and who plays an active role in its processing. Until now, ergonomic studies in the field of service relationships have essentially focused on the analysis of synchronous interactions between customers and the professional actors involved in processing their requests (Cerf, Valléry & Boucheix, 2004), thus placing the emphasis on the "transactional" aspect of collective activity. We chose to focus on its "cross-functional" dimension, based on the advisors' point of view, so as to understand the coordination mechanisms they implement in order to cooperate with the other actors engaged in processing the request for dual-fuel connection.…”

Analysis of the written handover process during shift changes within the hospital

“…Works devoted to hospital care and in particular to oral handover have shown that professionals effectively develop a true intelligence and a true collective competence (Cosnier, Grosjean, & Lacoste, 1993 ;Grosjean, & Lacoste, 1999). In addition, shift change is not just reduced to a unilateral handover of information, it represents a constructive interaction between the people involved during which problems are analysed and resolved (Grusenmeyer, 1995(Grusenmeyer, , 1996Grusenmeyer & Trognon, 1996) as in interactions in service situations (Cerf, Valléry, & Boucheix, 2004 ;Falzon, 2004 ;Boucheix, 2005 ;Cerf & Falzon, 2005 ;Valléry, Leduc, Boucheix, & Cerf, 2005 ). Grosjean and Lacoste (1999) have shown that written and oral handover represent two complementary methods of patient care, serving two different purposes.…”

Analyse de l’activité de transmission écrite au cours des relèves de poste à l’hôpital

“…Les travaux consacrés au travail hospitalier et notamment à la relève orale ont montré que les professionnels développaient eficacement une véritable intelligence, une véritable compétence collective (Grosjean & Lacoste, 1999 ;Cosnier, Grosjean, & Lacoste, 1993). Par ailleurs, la relève ne se réduit pas seulement à une transmission unilatérale d'informations, il s'agit d'une interaction constructive entre les interlocuteurs au cours de laquelle des problèmes sont analysés et résolus (Grusenmeyer, 1995(Grusenmeyer, , 1996Grusenmeyer & Trognon, 1996 ) comme dans les interactions des situations de service (Cerf, Valléry, & Boucheix, 2004 ;Boucheix, 2005 ;Cerf, & Falzon, 2005 ;Valléry, Leduc, Boucheix, & Cerf, 2005). Grosjean et Lacoste (1999) ont montré qu'écrit et oral constituaient deux modalités complémentaires de suivi du patient, servant des fonctionnalités différentes.…”