doi:10.3166/R2IE.1.213-235 © 2009 Lavoisier SAS. Tous droits réservés
Les dimensions des crises : Analyse de deux études de cas sous les approches
processuelle et événementielle
³ Par Aline P. Pündrich
a, Olivier Brunel
bet Luciano Barin-Cruz
ca Doctorante en Sciences de Gestion – Allocataire/Monitrice Centre de Recherche Magellan – IAE – Université Jean Moulin Lyon 3
b Maître de Conférences
Équipe de recherche IRIS – IAE – Université Jean Moulin Lyon 3
c Professeur Adjoint, HEC Montréal - Canada
Résumé
En raison de leur caractère protéiforme, les cas de crise sont uniques et ils exigent des actions spécifiques. Afin d’offrir aux gestionnaires un cadre de référence pour mieux les affronter, de nombreux auteurs ont tenté d’identifier et de classifier les crises. Ainsi, deux approches principales peuvent être repérées : celle qualifiée d’événementielle (plutôt centrée sur les éléments déclencheurs des crises et ses conséquences) et celle caractérisée de processuelle (qui situe la crise dans un contexte plein de significations, acteurs et victimes). L’objectif de ce travail sera d’analyser une crise organisationnelle dans deux entreprises (française et brésilienne) en faisant cohabiter ces deux approches. Les résultats indiquent, parmi d’autres aspects, que l’approche processuelle permet une visualisation beaucoup plus complète des situations critiques par rapport à l’approche événementielle. En plus, l’analyse des dimensions de crise montre qu’une approche systémique des événements de crise, la capitalisation sur les expériences vécues et une posture optimiste et proactive des gestionnaires ressortent de cette étude comme éléments clé de la gestion des crises. © 2009 Lavoisier SAS. Tous droits réservés
Mots clés : gestion de crise, approche événementielle, approche processuelle, systémique, capitalisation de l’expérience
Abstract
The crisis dimensions: The analysis of two case studies under the process-driven and event-driven approaches. Due to their protean character, crises are unique and they demand specific actions. In order to offer managers a referential framework to
better deal with crises, many authors have tried to identify and to classify them. Thus, two main approaches can be located: those qualified as event-driven (mainly based on the elements that trigged out the crisis and its consequences) and those qualified as a process-driven (which places the crisis in a context full of meanings, actors and victims).
The aim of this work is to analyze an organizational crisis within two organizations (a French one and a Brazilian one) by using these two approaches. The results show, among other aspects, that the event-driven approach allows a more complete visualization of these critical situations regarding the event-driven approach. Besides, the analysis of the crisis dimensions shows that a systemic approach of crisis events, the capitalization over experiences and an optimistic and proactive posture performed by the managers are the key elements in this study of crisis management © 2009 Lavoisier SAS. All rights reserved
Keywords: crisis management, event-driven approach
Introduction
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1. Les crises et leur gestion
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1.1. Les approches événementielle et processuelle des crises
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1.2. Consolidation des concepts
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2. Méthodologie
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2.1. Collecte des données
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2.2. Analyse des données
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3. Les études de cas
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3.2. L’entreprise A et le navire pétrolier NP
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