Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance
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 way in time...
| Main Authors: | , |
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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 |
| Subjects: | |
| Online Access: | http://journals.openedition.org/activites/4896 |
| _version_ | 1818363846656524288 |
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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 way in time and space and to identify the levers of transformation to facilitate the service relationship and make it more fluid. This simulation, known as "Transverse Reflexive Simulation", elicits the work thanks to the knowledge acquired on human activity in its various dimensions in an existing research programme in the R&D (Research and Development) division of a large company. It makes it possible to work on continuity, an element crucial to quality of service and customer satisfaction, by opening spaces for constructing this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to the company's long-term performance. |
| first_indexed | 2024-12-13T21:54:58Z |
| format | Article |
| id | doaj.art-fec98af4ba864769aee5b90899c4f6e4 |
| institution | Directory Open Access Journal |
| issn | 1765-2723 |
| language | English |
| last_indexed | 2024-12-13T21:54:58Z |
| publishDate | 2018-04-01 |
| publisher | Association Recherche et Pratique sur les Activités |
| record_format | Article |
| series | Activités |
| spelling | doaj.art-fec98af4ba864769aee5b90899c4f6e42022-12-21T23:30:11ZengAssociation Recherche et Pratique sur les ActivitésActivités1765-27232018-04-0115110.4000/activites.4896Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performanceFlorence 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 way in time and space and to identify the levers of transformation to facilitate the service relationship and make it more fluid. This simulation, known as "Transverse Reflexive Simulation", elicits the work thanks to the knowledge acquired on human activity in its various dimensions in an existing research programme in the R&D (Research and Development) division of a large company. It makes it possible to work on continuity, an element crucial to quality of service and customer satisfaction, by opening spaces for constructing this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to the company's long-term performance.http://journals.openedition.org/activites/4896simulation of human activity; cross-functional collective activity; service relationship; design; modelling. |
| spellingShingle | Florence Motté Céline Poret Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance Activités simulation of human activity; cross-functional collective activity; service relationship; design; modelling. |
| title | Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance |
| title_full | Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance |
| title_fullStr | Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance |
| title_full_unstemmed | Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance |
| title_short | Transverse Reflexive Simulation: a method for anchoring human activity at the heart of the company’s performance |
| title_sort | transverse reflexive simulation a method for anchoring human activity at the heart of the company s performance |
| topic | simulation of human activity; cross-functional collective activity; service relationship; design; modelling. |
| url | http://journals.openedition.org/activites/4896 |
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