Gérer les temps pour gérer la qualité : le traitement des dossiers retraite

Abstract : This text focuses on the role of professional experience for the quality of the work achieved by Technicians in charge of retirement files and responsible for the relations to the insurants. They have developed skills in management of dynamic situation to deal with different timeframes, in order to manage quality. Their handling of these situations is further degraded by the overlapping of time constraints and evolutionary conditions, including those resulting from assessment tools, which are rigid and sometimes run counter to the demands of the job. Our analysis leads us to recommendations on technical and organizational fields, including the interactions between various jobs. They also concern the indicators of management the indicators of management by which the Technicians are estimated.
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Conference papers
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https://halshs.archives-ouvertes.fr/halshs-01609291
Contributor : Valérie Zara-Meylan <>
Submitted on : Tuesday, October 3, 2017 - 2:38:04 PM
Last modification on : Thursday, April 4, 2019 - 10:18:07 AM

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Valérie Zara-Meylan, Serge Volkoff. Gérer les temps pour gérer la qualité : le traitement des dossiers retraite. 52ème Congrès de la SELF. Présent et Futur de l’Ergonomie, SELF; RESACT, Sep 2017, Toulouse, France. pp. 15-20. ⟨halshs-01609291⟩

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