Déni du travail et tyrannie des normes. Quand les normes de service deviennent une fin en soi à la SNCF

Using the example of two quality processes implemented at the SNCF (the French national railway company) in the field of service encounter, this article aims to explore the organizational mechanisms that encourage denial of work from a clinical point of view. The norms of service previously defined have contributed to front office agents? denial of work, essentially because the respect of these norms have become an ultimate finality. This situation has induced an ?annoyed activity?, as conceptualised by Yves Clot, among front office agents insofar as the norms have been perceived as a hindrance to the accomplishment of high-quality work. In the two case studies, the reality of work as well as real work (as opposed to prescribed work) and the ?real of work? (in the meaning of the psychodynamics of work, in other words what resists organizational prescriptions) have been denied.