Del script a lo ágil: el trabajo en los call centers y la industria del desarrollo de software en Brasil
Abstract
This article examines the prevalence of Taylorization and self-Taylorization in software industries and call centers. Call centers emerged from precarization, rooted in Taylor-Fordist principles. In contrast, software development seemed to embody autonomy and creativity, representing the 'high-end' of ICT-related work. Through empirical research and worker interviews in Brazil and France, we analyzed management and control mechanisms in both sectors. The findings reveal a radicalization of Taylorist practices in call centers, featuring monitoring software and Toyota production system adoption. Conversely, software programmers face agile methodologies and objective control through management software, enabling work partialization and metrification. The authors suggest that, on the horizon of ICT work, there is a tendency marked by standardization and prescription, where even seemingly intellectualized professions, such as software programming, are affected.
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