{"id":11690,"date":"2022-03-06T12:02:02","date_gmt":"2022-03-06T11:02:02","guid":{"rendered":"https:\/\/aedic.eu\/?page_id=11690"},"modified":"2024-07-09T19:35:24","modified_gmt":"2024-07-09T17:35:24","slug":"le-buone-prassi","status":"publish","type":"page","link":"https:\/\/aedic.eu\/fr\/le-bonnes-pratiques\/","title":{"rendered":"Bonnes pratiques en mati\u00e8re de services"},"content":{"rendered":"<p>Introduction<\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Index<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table des mati\u00e8res\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #1e73be;color:#1e73be\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #1e73be;color:#1e73be\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/aedic.eu\/fr\/le-bonnes-pratiques\/#Tabella\" >Tableau<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/aedic.eu\/fr\/le-bonnes-pratiques\/#Bibliografia_e_approfondimenti\" >Bibliographie et autres lectures<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<p>Dans les services, une grande id\u00e9e innovante apporte \u00e0 elle seule des avantages&nbsp;<strong>seulement temporaire<\/strong>. Les entreprises qui d\u00e9veloppent de nouvelles id\u00e9es de services subissent r\u00e9guli\u00e8rement des tentatives d'imitation de la part de leurs concurrents.<\/p>\n\n\n\n<p>Selon Eiglier et Langeard, ce qui permet de conserver un avantage concurrentiel, c'est l'ex\u00e9cution des t\u00e2ches suivantes&nbsp;<strong>qualit\u00e9 sup\u00e9rieure<\/strong>. Tout d'abord, parce que le syst\u00e8me de prestation de services est plus difficile \u00e0 imiter que l'id\u00e9e sous-jacente. Deuxi\u00e8mement, parce que dans les services&nbsp;<strong>performance<\/strong>&nbsp;est l'essence m\u00eame de la qualit\u00e9 : la performance&nbsp;<strong>\u00e8<\/strong>&nbsp;le produit.<\/p>\n\n\n\n<p>Un excellent service ne peut \u00eatre fabriqu\u00e9, emball\u00e9 et livr\u00e9 intact aux clients, mais doit \u00eatre con\u00e7u et adapt\u00e9 aux caract\u00e9ristiques sp\u00e9cifiques de l'utilisateur, qui participe \u00e0 son tour au processus de livraison, souvent en m\u00eame temps que la consommation.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tabella\"><\/span>Tableau<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>Probl\u00e8me<\/td><td><strong>Action corrective<\/strong><\/td><\/tr><tr><td>Intangibilit\u00e9<\/td><td><strong>N\u00e9cessit\u00e9 de mat\u00e9rialiser les multiples aspects du service :<\/strong>mettre l'accent sur le service et la valeur ajout\u00e9e apport\u00e9s au client ; innovation continue, changement organisationnel et flexibilit\u00e9, libert\u00e9 d'expression, incitations \u00e0 sortir des sentiers battus ; communiquer clairement et efficacement avec le client au sujet de la valeur ajout\u00e9e pour s'assurer qu'il comprend ce pour quoi il paie.<\/td><\/tr><tr><td><strong>Importance des \u00e9l\u00e9ments physiques :<\/strong>conception sup\u00e9rieure des structures ; attention \u00e0 l'apparence ; attention \u00e0 la pr\u00e9sentation.<\/td><\/tr><tr><td>P\u00e9rissabilit\u00e9<\/td><td><strong>Faire correspondre l'offre et la demande :<\/strong>gestion dynamique des prix ; formulation de strat\u00e9gies d'allocation des ressources ; partage des ressources entre les d\u00e9partements ; accent mis sur les proc\u00e9dures de recrutement.<\/td><\/tr><tr><td>H\u00e9t\u00e9rog\u00e9n\u00e9it\u00e9<\/td><td><strong>Formation et qualification :<\/strong>une organisation parfaite et un top management r\u00e9actif ; le recrutement comme facteur de succ\u00e8s ; se concentrer sur la r\u00e9tention des meilleurs employ\u00e9s ; s'occuper du bien-\u00eatre des employ\u00e9s ; standardiser les processus.<\/td><\/tr><tr><td>Simultan\u00e9it\u00e9<\/td><td><strong>L'apprentissage continu :<\/strong>partager les meilleures pratiques ; faire preuve de souplesse dans l'organisation et le d\u00e9veloppement des processus fonctionnels qui rassemblent les comp\u00e9tences en mati\u00e8re de ventes, d'op\u00e9rations, de marketing, de qualit\u00e9, etc.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Bibliografia_e_approfondimenti\"><\/span>Bibliographie et autres lectures<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul><li><a href=\"https:\/\/eclass.duth.gr\/modules\/document\/file.php\/ENG105\/%CE%95%CE%A1%CE%93%CE%91%CE%A3%CE%99%CE%91\/07-SERVICE%20BLUEPRINTING-part.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">M. Bitner, A. Orstrom, F. Morgan : 'Service Blueprinting : a Practical Technique for Service Innovation'.<\/a><\/li><li>Birgit Mager, Introduction \u00e0 la conception de services (<a href=\"https:\/\/bit.ly\/3pJd2la\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">vid\u00e9o<\/a>)<\/li><li>R. Tassi, A. Brilli, D. Ricci - M\u00e9thodes num\u00e9riques pour la conception de services : Exp\u00e9rimentation avec des cadres ax\u00e9s sur les donn\u00e9es<\/li><li>A. Osterwalder,&nbsp;&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Yves_Pigneur\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Yves Pigneur<\/a>et C. L. Tucci. \"<a href=\"https:\/\/lms.federica.eu\/pluginfile.php\/243099\/mod_book\/chapter\/76878\/download.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Clarifier les mod\u00e8les d'entreprise : Origines, pr\u00e9sent et avenir du concept<\/a>\" - (PDF)<\/li><\/ul>","protected":false},"excerpt":{"rendered":"<p>Introduction Dans le domaine des services, une grande id\u00e9e innovante ne procure \u00e0 elle seule que des avantages temporaires. Les entreprises qui d\u00e9veloppent de nouvelles id\u00e9es de services subissent r\u00e9guli\u00e8rement des tentatives d'imitation de la part de leurs concurrents. Selon Eiglier et Langeard, ce qui permet de maintenir un avantage concurrentiel, c'est une ex\u00e9cution sup\u00e9rieure. Tout d'abord, ... <\/p>\n<p class=\"read-more-container\"><a title=\"Bonnes pratiques en mati\u00e8re de services\" class=\"read-more button\" href=\"https:\/\/aedic.eu\/fr\/le-bonnes-pratiques\/#more-11690\" aria-label=\"Plus sur Bonnes pratiques en mati\u00e8re de services\">Lire plus<\/a><\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"iawp_total_views":6,"footnotes":""},"acf":[],"rankMath":{"parentDomain":"aedic.eu","noFollowDomains":[],"noFollowExcludeDomains":[],"noFollowExternalLinks":true,"featuredImageNotice":"L\u2019image en vedette devrait \u00eatre au moins 200 par 200 pixels pour \u00eatre utilis\u00e9 par Facebook et d\u2019autres sites de m\u00e9dias sociaux.","pluginReviewed":false,"postSettings":{"linkSuggestions":true,"useFocusKeyword":false},"frontEndScore":false,"postName":"le-buone-prassi","permalinkFormat":"https:\/\/aedic.eu\/fr\/%pagename%\/","showLockModifiedDate":true,"assessor":{"focusKeywordLink":"https:\/\/aedic.eu\/wp-admin\/edit.php?focus_keyword=%focus_keyword%&post_type=%post_type%","hasTOCPlugin":{"easy-table-of-contents\/easy-table-of-contents.php":"Easy Table of 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