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Diagnóstico de clima organizacional como ferramenta para melhorar o desempenho : aplicação num Contact Center
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Orientador(es)
Resumo(s)
Procurou-se através deste estudo contribuir para aumentar o conhecimento acerca do clima organizacional num centro de contactos telefónico (Contact Center) no contexto português através da aplicação um modelo de diagnóstico anteriormente desenvolvido (Cardoso, 2015).
O objetivo da dissertação é perceber a complexidade do constructo e apurar a forma como o Clima Organizacional é percebido pelos colaboradores, as implicações que têm no seu bem-estar e consequentemente na relação com o seu desempenho.
Este estudo de caso será quantitativo, uma vez que resulta da aplicação de um inquérito por questionário a operadores de um Contact Center da área da banca.
Os dados foram analisados estatisticamente no software SPSS de forma a perceber em que medida é que as dimensões de clima organizacional estão relacionadas com o desempenho.
O homem desempenha um papel crítico e representa a tecnologia da própria organização, uma vez que a competência técnica se situa no homem e não nos equipamentos e materiais (Sbragia, 1983). Cada vez mais consciente de que as pessoas são a base para o sucesso das organizações e que o conhecimento e o potencial que têm nenhuma tecnologia pode substituir, partiu o interesse desta investigação.
The aim of this study was to further study the organizational climate in a Portuguese contact center, through the application of a diagnostic model previous developed by Cardoso (2015). Focusing on the specific goal of this research case, it tries to further understand the complexity of the organizational climate construct previously developed and study the way by which organizational climate is perceived by the employees, and the implications on their own well-being and consequently in the company's performance. This is a quantitative study, as it results from the application of a questionnaire survey to a contact center employees in the banking sector. Afterwards, the data was statistically analyzed through SPSS software, aiming to understand how and in which forms the organizational climate is related to company's performance. The human resources play a critical role and represent the technology of their own company, as the technical capability of an organization lies in the human being and not in equipment and materials (Sbragia, 1983). Increasingly aware that people are the basis for the organizations' success and that their knowledge and potential which technologies cannot replace, this was the main trigger of the interest on this research.
The aim of this study was to further study the organizational climate in a Portuguese contact center, through the application of a diagnostic model previous developed by Cardoso (2015). Focusing on the specific goal of this research case, it tries to further understand the complexity of the organizational climate construct previously developed and study the way by which organizational climate is perceived by the employees, and the implications on their own well-being and consequently in the company's performance. This is a quantitative study, as it results from the application of a questionnaire survey to a contact center employees in the banking sector. Afterwards, the data was statistically analyzed through SPSS software, aiming to understand how and in which forms the organizational climate is related to company's performance. The human resources play a critical role and represent the technology of their own company, as the technical capability of an organization lies in the human being and not in equipment and materials (Sbragia, 1983). Increasingly aware that people are the basis for the organizations' success and that their knowledge and potential which technologies cannot replace, this was the main trigger of the interest on this research.
Descrição
Mestrado em Ciências Empresariais
Palavras-chave
Clima Organizacional Desempenho Contact Center Organizational Climate Performance
Contexto Educativo
Citação
Pereira, Inês Margarida Manjua Henrique Pires (2017). "Diagnóstico de clima organizacional como ferramenta para melhorar o desempenho : aplicação num Contact Center". Dissertação de Mestrado, Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão