La Simulation Réflexive Transverse : une méthode pour ancrer l’activité humaine au cœur de la performance de l’entreprise

Abstract

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 manner in time and space and to identify the levers of transformation to facilitate and to make the service relationship more fluid. This simulation, known as “Transverse Reflexive Simulation”, elicits the work through the knowledge acquired on human activity in its various dimensions in a large company’s existing R&D (Research and Development) program. It allows one to work on continuity - element crucial to quality of service and customer satisfaction - by opening spaces in which to construct this continuity. By promoting the development of individuals, collectives and organizations, Transverse Reflexive Simulation contributes to a company’s long-term performance.

Keywords

• simulation of human activity
• cross-functional collective activity
• service relationship
• design
• modelling