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A perceção da qualidade dos serviços partilhados de recursos humanos e o seu impacto na satisfação no trabalho e no desempenho individual
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A tendência de adoção de uma estrutura de Centro de Serviços Partilhados (CSP), como meio de gerir eficientemente os recursos já existentes na organização, com vista ao alcance de melhores resultados de desempenho organizacional encontra-se ainda muito focada na mitigação de erros para controlo de custos. Não obstante, é imprescindível entender a importância que os Recursos Humanos têm, não só no processo de implementação de modelos de CSPs, bem como no envolvimento, promoção de conhecimento e avaliação do desempenho operacional e individual dos quadros.
A presente investigação pretende avaliar o impacto que a Qualidade dos Serviços Partilhados de Recursos Humanos, percebida pelos colaboradores, poderá ter na sua Satisfação e Desempenho Individual. Desta forma, realizou-se um estudo quantitativo, através da aplicação de um questionário online de onde foram obtidas 180 respostas válidas. Os resultados validaram a relação entre as práticas de soft e hard Total Quality Management e a Qualidade dos Serviços Partilhados de Recursos Humanos, bem como mostraram evidência da influência que a Qualidade dos Serviços Partilhados de Recursos Humanos tem na Satisfação no Trabalho. Por sua vez, os resultados sugerem também uma relação positiva e significativa entre a Satisfação no Trabalho com o Desempenho Individual neste contexto. Não foram encontradas evidências de uma relação de influência entre a Qualidade dos Serviços Partilhados de Recursos Humanos e o Desempenho Individual.
Estes resultados mostram-se relevantes para gestores de serviços partilhados, com foco na Gestão de Recursos Humanos, ou de mudança organizacional, que considerem a implementação e o desenvolvimento de práticas de Total Quality Management (TQM) nas suas organizações, com o objetivo de melhorar e otimizar a qualidade dos seus serviços.
The trend of adopting a Shared Services Centre (SSC) structure to efficiently manage existing resources within an organization, aiming to achieve better organizational performance, is still largely focused on error mitigation for cost control. However, it is highly necessary to understand the importance of Human Resources not only in the process of implementing SSC models but also in engagement, knowledge promotion, and the evaluation of individual and operational performance of employees. This research aims to assess the impact that the perceived Quality of Human Resources Shared Services, by employees, may have on their Job Satisfaction and Individual Performance. A quantitative study was conducted through the administration of an online survey, from which 180 valid responses were obtained. The results validated the relationship between soft and hard Total Quality Management practices and the Quality of Human Resources Shared Services, as well as they have provided evidence of the influence that the Quality of Human Resources Shared Services has on Job Satisfaction. In turn, the results also suggest a positive and significant relationship between Job Satisfaction and Individual Performance, in this context. No evidence was found of an influential relationship between the Quality of Human Resources Shared Services and Individual Performance. These findings are relevant for shared services managers, particularly those focused on Human Resources management or organizational change, who are considering the implementation and development of Total Quality Management (TQM) practices in their organizations, aiming to improve and optimize the quality of their services.
The trend of adopting a Shared Services Centre (SSC) structure to efficiently manage existing resources within an organization, aiming to achieve better organizational performance, is still largely focused on error mitigation for cost control. However, it is highly necessary to understand the importance of Human Resources not only in the process of implementing SSC models but also in engagement, knowledge promotion, and the evaluation of individual and operational performance of employees. This research aims to assess the impact that the perceived Quality of Human Resources Shared Services, by employees, may have on their Job Satisfaction and Individual Performance. A quantitative study was conducted through the administration of an online survey, from which 180 valid responses were obtained. The results validated the relationship between soft and hard Total Quality Management practices and the Quality of Human Resources Shared Services, as well as they have provided evidence of the influence that the Quality of Human Resources Shared Services has on Job Satisfaction. In turn, the results also suggest a positive and significant relationship between Job Satisfaction and Individual Performance, in this context. No evidence was found of an influential relationship between the Quality of Human Resources Shared Services and Individual Performance. These findings are relevant for shared services managers, particularly those focused on Human Resources management or organizational change, who are considering the implementation and development of Total Quality Management (TQM) practices in their organizations, aiming to improve and optimize the quality of their services.
Descrição
Mestrado Bolonha em Ciências Empresariais
Palavras-chave
Centro de Serviços Partilhados de Recursos Humanos Qualidade dos Serviços Desempenho Individual Satisfação no Trabalho Total Quality Management HR Shared Service Centres Service Quality Individual Performance Job Satisfaction Total Quality Management
Contexto Educativo
Citação
Ferrugem, Joana Barros (2023). “A perceção da qualidade dos serviços partilhados de recursos humanos e o seu impacto na satisfação no trabalho e no desempenho individual”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Editora
Instituto Superior de Economia e Gestão