Author(s): Louren?o, Paulo Jos? de Freitas ; Matos, F?tima (Orientadora) ; Massano, Ilda (Coorientadora)
Date: 2016
Origin: Repositório Aberto do Instituto Superior Miguel Torga
Subject(s): Cultura organizacional - Organizational culture; Tipologia de cultura - Culture profile; Gest?o da qualidade - Quality management; Cliente interno - Internal client; Qualidade dos servi?os - Service quality
Nos ?ltimos anos, t?m proliferado imensas investiga??es sobre a cultura organizacional e a gest?o da qualidade, quer no setor industrial, quer no setor da sa?de. No entanto, t?m sido realizadas poucas investiga??es relativamente ao cliente interno quanto ? sua perce??o sobre a qualidade dos servi?os, na ?rea da sa?de. Na literatura da especialidade t?m surgido v?rios instrumentos utilizados para identificar tipos de cultura e mensura??o da qualidade de servi?os. Nesse sentido, esta investiga??o consistiu na aplica??o de dois question?rios, o Organizational Culture Assessment Instrument (OCAI) de Cameron e Quinn (2006) e o SERVPERF de Cronim e Taylor (1992), no Hospital Distrital da Figueira da Foz, Entidade P?blica Empresarial, tendo em vista a identifica??o da tipologia da cultura organizacional e verificar uma poss?vel rela??o com as dimens?es da qualidade percecionadas pelos colaboradores desta institui??o de sa?de. Os resultados obtidos com a nossa pesquisa demonstram que a tipologia de cultura organizacional que obteve maior pontua??o foi a cultura de mercado (26, 45 pontos). Estas organiza??es s?o orientadas para os resultados; estilo de gest?o direcionado para objetivos e metas mensur?veis; envolvimento de clientes; produtividade e competitividade. Relativamente ? perce??o das dimens?es da qualidade, nos servi?os, pelos clientes internos, verificamos que foi a dimens?o confian?a que obteve a pontua??o mais elevada, correlacionando-se estatisticamente com as quatro tipologias de cultura, cl?, adocr?tica, burocr?tica e de mercado. / In recent years, a lot of research has proliferated on organizational culture and quality management, whether in industry or in the health sector. However, few investigations were carry out into the internal customer as to their perception of the quality of services in health. In the literature there have been several tools used to identify types of culture and measurement of service quality. In this sense, this research passes by applying two questionnaires at the District Hospital of Figueira da Foz, Public Entity Business: the Organizational Culture Assessment Instrument (OCAI) Cameron and Quinn (2006) and the SERVPERF of Cronim and Taylor (1992). Therefore, we are trying to identify the organizational culture typology and verify a possible relationship with the dimensions of quality perceptions by employees of this health institution. The results obtained from our research show that organizational culture typology that scored highest was the market culture (26, 45 points). These organizations are result oriented; management style directed to objectives and measurable targets; involvement of clients; productivity and competitiveness. Regarding the perception of quality dimensions of the services that the internal customers make, we found that the dimension of confidence obtained the highest score, correlating statistically with the four types of culture, clan, adhocracy, bureaucratic and market.
