Transformation du travail et accompagnement ergonomique: l'exemple de la restructuration des bureaux de poste

Abstract

The restructuring of French post offices in "Espace Service Client" -- ESC - ("Customer Service Area"), currently underway, includes multifunction booths, a "store" for postal products and also regional produce, and booths for banking. These structural changes involve a change in work: transforming the organization's usual individual work into a new cooperative work development, managing multiple demands of customers, and learning sales techniques. To better understand the human impact of these changes and the nature of requirements for the personnel of company, semi-structured interviews were conducted with 31 employees of French Post Office. The results obtained from a discursive analysis and a geometrical data analysis (PCA type) indicate possible trails to promote the reorganization and also to help managing new situations work through an ergonomic support.