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Le client, fossoyeur ou secours de la bureaucratie ? Une étude du rôle du client dans l'évolution des bureaucraties contemporaines.

Abstract : This dissertation is questionning the impact of the " customer revolution " which contemporary bureaucracies are facing. This revolution is defined both by the increased power of customers and by the evolution of the customer-supplier relationship, moving from products-based transactions to co-production of solutions for the customer. Bureaucracy is defined by the low cooperation between members and the security offered to them, resulting in their low accountability for results, or, at least, for results aiming at meeting customers expectations. Is customer going to kill bureaucracy ? We first analyse the possible theoretical approaches of this question. Then, we propose to support and enrich the position along which bureaucracy car survive even when facing an increased power of the customer. Three case studies show that : -complexity emanating from a customer-supplier relationship based on co-production of solutions can be, at least in some cases, dealt with through mechanisms that are accessible to bureaucracies. -when the customer pressure is potentially disturbing for bureaucratic principles, ambiguity and loose coupling of bureaucracies can help the produce an adaptation to customer requirements which might be imperfect but yet sufficient -this customer can even become a support for the bureaucratic organization by providing value and meaning to employees' work. Thus, customer is filling the need that the organization is unable to fill by itself. Possibilities that such mechanisms can be observed on other cases are considered. Restrictions in this possible reproduction are proposed. They do not seem sufficient enough to prevent the diffusion in the coming years of what we term as "customer oriented neo-bureaucracies".
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Contributor : Antoine Haldemann Connect in order to contact the contributor
Submitted on : Friday, December 13, 2013 - 10:15:35 PM
Last modification on : Friday, October 23, 2020 - 4:41:45 PM
Long-term archiving on: : Tuesday, March 18, 2014 - 1:15:31 PM


  • HAL Id : pastel-00918654, version 1



Denis Bourgeois. Le client, fossoyeur ou secours de la bureaucratie ? Une étude du rôle du client dans l'évolution des bureaucraties contemporaines.. Gestion et management. HEC PARIS, 2000. Français. ⟨NNT : 2000EHEC0073⟩. ⟨pastel-00918654⟩



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