Chapitre 4. Coordination et échanges dans un collectif de vente

Kessous, Emmanuel; Mounier, Céline

doi:10.4000/books.pressesmines.1793

Cited by 1 publication

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“…But over time, the sales officers came to use information input in Cont@ct (recording the date of an appointment with a prospect) to signal to colleagues that any sales generated with this prospect would now be attributed to them, and it was thus pointless for anyone else to contact that prospect. Cont@ct was used as a "proof" provider (Kessous, 2005) in the context of profit centres organized by geographical areas. Until 2010, each regional profit centre had two types of sales officers: sales officers (SOs) who visited high-potential clients, and telesales officers (TSOs) who sold at a distance to low-potential clients.…”

Section: Qram 202mentioning

confidence: 99%

Long-term alterations of ERP systems: lasting through relinquishment and regeneration

Dambrin

Grall

2022

QRAM

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Purpose This paper highlights how technical devices last in organizations. Instead of focusing on the usual implementation or short-term post-implementation phases, this study aims to explore what happens to established technical devices. Design/methodology/approach The authors build on a 10-year in-depth longitudinal case study examining a CRM package, a type of Enterprise Resource Planning system specialized in customer relationship management, in a door-drop advertising company. This case is based mainly on 35 interviews and four weeks of non-participant observation, made over three different periods. Findings Drawing on the literature on drift and maintenance, this study investigates two tensions foregrounding lasting: one regarding the degree of human intervention on the technical device (object being maintained vs object maintaining itself) and one regarding the relationship to the initial expectations towards the technical device (relinquishment of certain hopes vs regeneration of interests). This case combines these tensions and allows to highlight four alterations in the CRM system to show how apparently stable devices keep on changing. Social implications In a time of resource exhaustion, it is important to reflect upon our relationships to information technology and their modalities of lasting. By stressing that uses emerge from relinquishment and reduction, the authors wish to help organizations move towards more sustainable engagement with their technical devices in the long run. Originality/value Lasting is not just a matter of being maintained in a context of threat but also builds upon the capacities of a technical device to maintain itself. The self-alteration dynamics that the authors come up with, shedding and ramification, offer a dedramatized interpretation of maintenance that complements studies on institutional maintenance. The results also contribute to studies on technological drift. The authors stress that drifts are triggered by ties that run out, in particular, discontinuation of maintenance in the system. The durability of technical devices in organizations thus does not consist in always more uses or functionalities, but is also made of reductions and relinquishment.

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Section: Qram 202mentioning

confidence: 99%