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Prise en compte des singularités des utilisateurs dans l’apprentissage et alignement réel des usages de nouveaux systèmes d’information en présence d’un inédit opérationnel

Abstract : This thesis is positioned in the context of the tension between the organizational purpose as intentionally defined by the top manager and internalized by the management, and the mobilization or not of the singularities of operational employees to contribute to the alignment on the expected effects. More precisely, our work aims to explore the link, and the underlying tensions, between the consideration of singularities, linked to professional and personal background, in learning, and the real alignment of the uses of new information systems (IS) in the presence of an operational novelty (unanticipated, unexpected). The literature review has led us to gradually raise several tensions: between robust, structuring and new operational information systems; between user and organizational singularities in the alignment of uses against the new; between user and organizational singularities in learning to overcome the new and contribute to alignment. Our reflection has gradually shifted towards a questioning not dealt with in the literature, apart from insights into the educational sciences: how, and in what tensions, does the organisation take into account the singularities of users in the design and implementation of learning make it possible to overcome the unprecedented with efficiency in order to contribute to the alignment of the uses of new IS with the expected organisational and managerial effects? Our exploratory process continued in the field guided by subquestions that constitute our questioning. The data collection by semi-directive interviews was carried out with different targets (company manager, manager, human resources manager, trainer, user). The qualitative analysis provided additional insights. The results confirm the interest of focusing on individual singularities but also the lack of consideration in the organisation, in the tensions linked to the vision of the new unanticipated, of alignment, of the individual, of learning, in the tension between control and autonomy. Is it a denial of the individual? of the real novelty? of an organized learning vision, intended to acquire skills according to reference frames, and not the development of the ability to "face"? of a vision of alignment aiming at compliance with the prescribed and not "doing it in addition"?
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Submitted on : Friday, June 12, 2020 - 6:07:07 PM
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Valérie Cordier. Prise en compte des singularités des utilisateurs dans l’apprentissage et alignement réel des usages de nouveaux systèmes d’information en présence d’un inédit opérationnel. Gestion et management. HESAM Université, 2020. Français. ⟨NNT : 2020HESAC006⟩. ⟨tel-02866806⟩

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