Partage de connaissances entre centres hospitaliers publics : cartographie des services favorisant la mise en place d’une démarche qualité
Mots-clés :
Partage de connaissances, Démarche qualité, Hôpital public, Apprentissage organisationnel, Cartographie de préférencesRésumé
Cette recherche analyse le partage de connaissances dans le cadre d’une démarche qualité ISO 9001 entre deux centres hospitaliers publics. Un établissement sollicite l’expertise d’agents d’un autre hôpital afin d’évaluer la maturité de ses services engagés dans la certification. L’étude cherche à comprendre comment s’articulent les préférences des agents experts et les perceptions des agents de l’hôpital bénéficiaire. Les données portent sur dix services hospitaliers. Elles ont été traitées à l’aide d’une cartographie des préférences et complétées par des entretiens. Les résultats identifient une classe de services considérée comme idéale pour le partage de connaissances. Cette configuration favorise l’appropriation des pratiques qualité et l’apprentissage organisationnel. L’analyse met également en évidence une coopération sans procédure dans la dimension tacite et une procédure sans coopération dans la dimension explicite des connaissances.
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