Employees´ Satisfaction and Quality Management in Human Resources: a Study in Spanish Thermal Centre
Employees´ Satisfaction and Quality Management in Human Resources: a Study in Spanish Thermal Centre
Índice
Purpose– Labour satisfaction of the employees with their job affect quality of a service that is provided to a client so it is a very important aspect that must be managed by executives of organizations. The organizational climate is a key for a company’s success, and its regular analysis can help to improve those aspects where the organization is not so effective. The aim of this study is to identify/to evaluate current labour satisfaction of the employees to analyse strengths and weaknesses of the labour conditions that will allow us to suggest some improvement actions to the managers and determine whether the proposed scale based on the EFQM model is a valid measurement scale for measuring job satisfaction in organizations.
Design/methodology/approach– A descriptive analysis was used as methodology, and a questionnaire was sent to 55 employees of the Thermal Centre with the aim to collect data; the response rate was of a 76.36% (42 employees). The measuring instrument was tested and validated.
Findings– The obtained results show areas with possibilities of improvement are training, internal communication, knowledge and identification of objectives and organization and change management and the areas that need to improve their work conditions are perception of the executives and salary.
Originality/value– By detect the dimension’s strengths and weaknesses of the labour conditions he has to take into account and so, to work with them the executive manager of the Thermal Centre with the aim improve labour climate that indirect way influence on clients through the quality of services.
Cristiana Teixeira é licenciada em Engenharia e Gestão Industrial pela Universidade de Aveiro, sendo atualmente aluna do mestrado em Engenharia e Gestão Industrial da Universidade de Aveiro. Encontra-se a desenvolver o seu trabalho de dissertação na área da gestão da qualidade, mais especificamente na implementação de sistemas de gestão da qualidade e ambiental de acordo com as normas ISO 9001:2015 e 14001:2015.
Maria J. Rosa é Professora Auxiliar no Departamento de Economia, Gestão e Engenharia Industrial da Universidade de Aveiro e Investigadora no CIPES – Centro de Investigação em políticas do Ensino Superior. Os seus principais tópicos de investigação centram-se na gestão da qualidade e na avaliação da qualidade em instituições de ensino superior. As suas publicações incluem artigos em revistas, tais como a Total Quality Management and Business Excellence, Quality Assurance in Education,, European Journal of Education e Quality in Higher Education. É coeditora dos livros ‘Quality Assurance in Higher Education. Trends in Regulation, Translation and Transformation’ (2007) e ‘Quality Assurance in Higher Education Contemporary Debates’.
Cristiana Teixeira has a degree in Industrial Engineering and Management from the University of Aveiro and is currently a students of the master program in Industrial Engineering and Management of the University of Aveiro. She is developing now her master dissertation in the area of quality management,more specifically in the implementation of quality management and environmental systems according to the ISO 9001:2015 and ISO 14001:2015 standards.
Maria João Rosa is assistant professor at the Department of Economics, Management and Industrial Engineering at the University of Aveiro and a researcher at Cipes – Center for Research in Higher Education Policies. Her main research topics are quality management and quality assessment in higher education institutions. Publications include articles in journals such as Total Quality Management and Business Excellence, Quality Assurance in Education, European Journal of Education and Quality in Higher Education. She is co-editor of ‘Quality Assurance in Higher Education. Trends in Regulation, Translation and Transformation’ (2007) and ‘Quality Assurance in Higher Education. Contemporary Debates’
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EFQM, Human Resources, Labour Satisfaction, Organizational Climate, Thermal Centre
