OUTILS DE GESTION ET MANAGEMENT PUBLIC : ETUDE DU DEPLOIEMENT DU SYSTEME DE MANAGEMENT PAR LA QUALITE A POLE EMPLOI

摘要

The public service organizations are particularly concerned with the intensive instrumentation management. To this end, the public management mobilizes tools from the private sector while dealing with organizations Weber.In 2008, the creation of a new agency, Pôle emploi, in charge of employment, resulting from the merger of a private organization (Assedic) and a public one (ANPE).After the merger, Pôle emploi faces numerous upheavals of identity, cultural and organizational order. They concern just as much the managerial line than the agents, at the same time pulled between the historic experiences of their institutions of origin and the new marks which forge this new public institution. The operational solution is translated by the instrumentation of its management around the Quality management system. Our case study deciphers the longitudinal trajectory of this management tool, brought to adapt itself to legitimize the philosophy administrator of performance whom it carries. We question the actors of a regional employment agency, plunged into a complex social game dominated by an organizational change and the administrator been imperative by the summit, under the pressure of a context of crisis and endemic unemployment. This study focus on two research questions. The first one bases on managerial actors’ perception who control the Quality management system and on user actors who practice it. The second questions the strategies which develop the same actors, stemming from different professional groups. In a contextualiste and dynamic approach, our framework articulates around the theory of instruments, the theory of the social regulation and the new institutional theory. The stake bases on the conciliation of the cultures-job and managerial historically anchored to impose gradually a common culture among Pôle emploi employees.