%0 Journal Article
%T Strat¨¦gies de gestion dans les centres d¡¯appels br¨¦siliens : omnipr¨¦sence et visibilit¨¦ Management Strategies in Brazilian Call Centres: Omnipresence and Visibility
%A Selma Venco
%J Recherches Sociologiques et Anthropologiques
%D 2010
%I Universit¨¦ Catholique de Louvain
%R 10.4000/rsa.146
%X La question de la rencontre entre dispositifs de gestion import¨¦s et configurations socio-historiques est ici examin¨¦e dans le cas des centres d¡¯appels br¨¦siliens. L¡¯article rappelle, tout d¡¯abord, que ces dispositifs, g¨¦n¨¦ralement import¨¦s des ¨¦tats-Unis, pr¨¦tendent accro tre la comp¨¦titivit¨¦ des entreprises, en s¡¯appuyant sur des crit¨¨res r¨¦put¨¦s universels.Cependant, au Br¨¦sil, les mod¨¨les de gestion mondialis¨¦s sont mis en  uvre par les directions qui se saisissent de leurs potentialit¨¦s pour intensifier le processus de domination dans les relations capital-travail. En effet, les formes de gestion sont renouvel¨¦es pour essayer d¡¯obtenir des t¨¦l¨¦op¨¦rateurs l¡¯int¨¦riorisation partielle des normes de travail, en rendant op¨¦rationnel le contr le gestionnaire ancr¨¦ dans la technologie. L¡¯article sugg¨¨re que le syst¨¨me de management   au corps ¨¤ corps   s¡¯appuye ¨¦galement sur la fragilit¨¦ des salari¨¦es, prises dans les effets conjugu¨¦s d¡¯un fort taux de ch mage et des rapports sociaux de genre. The question of the encounter between imported management arrangements and socio-historical configurations is examined in the case of Brazilian call centres. The article first of all recalls that these arrangements, generally imported from the United States, claim to increase the companies¡¯ competitiveness, in basing themselves on criteria deemed universal.Yet, in Brazil, the globalized management models are put to work by directors wanting to grasp their potentials for intensifying their domination processes in capital-labour relationships. In effect, these management forms have been renewed to try and instill in tele-operators a partisan interiorization of work standards, by applying an adminstrative and management control anchored in technology. The article suggests that this ¡°hand to hand¡± system of management also has an effect on the fragility level of salaried workers, caught up in the combined effects of high unemployment levels and similar social relationships.
%U http://rsa.revues.org/146