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Vpliv kulture upravljanja z napakami na učinkovitost v storitvenih podjetjih
Tabea Scheel in Ulf Hausmann
Polno besedilo (pdf) | Ogledi: 108 | Napisan v angleščini. | Objavljeno: 23. januar 2014
https://doi.org/10.20419/2013.22.372 | Citati: CrossRef (3)
Povzetek: Znanje velja za najbolj ključen resurs 21. stoletja. Za storitvena podjetja (SP) znanje predstavlja tako vložek kot donos ter je tako osnova za delovno učinkovitost. SP morajo upravljati z napakami. Način, preko katerega to storijo, kaže na njihovo kulturo upravljanja z napakami. Če upoštevamo pozitivni potencial napak (npr. inovacije), je kultura upravljanja z napakami pozitivno povezana z učinkovitostjo. Pričujoča vzdolžna raziskava s štirimi meritvami je proučevala vpliv kulture upravljanja z napakami na delovno učinkovitost v smislu poznavanja in obvladovanja nekega področja. Raziskava je bila izvedena v 131 storitvenih podjetjih, natančneje v podjetjih za davčne in računovodske storitve. Ker smo dodatno proučevali tudi moderatorski učinek sistema vodenja kakovosti, smo prav tako preverili, ali ima podjetje certifikat kakovosti ISO 9000. Kultura upravljanja z napakami je bila statistično pomembno pozitivno povezana z učinkovitostjo in je napovedovala tudi delovno učinkovitost leto kasneje. Medtem ko je bil prejem certifikata ISO 9000 pozitivno povezan z delovno učinkovitostjo, predpostavljeni moderatorski učinek pri vplivu kulture upravljanja z napakami na učinkovitost ni bil konsistenten. Zdi se, da procesno orientiran sistem vodenja kakovosti še dodatno spodbuja bolj vedenjsko usmerjeno kulturo upravljanja z napakami. Vseeno je pozitivne učinke certifikata ISO 9000 potrebno preverjati v prihodnjih raziskavah. Glede na vpliv kulture upravljanja z napakami na delovno učinkovitost, bi storitvena podjetja morala aktivno spodbujati tudi pozitivna stališča do napak.
Ključne besede: kultura upravljanja z napakami, učinkovitost organizacije, storitvena podjetja, nadzor kakovosti, vzdolžne študije
Citiraj:
Scheel, T. in Hausmann, U. (2013). Impact of error management culture on knowledge performance in professional service firms. Psihološka obzorja, 22, 66–79. https://doi.org/10.20419/2013.22.372
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