Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFRN |
Texto Completo: | https://repositorio.ufrn.br/jspui/handle/123456789/15088 |
Resumo: | The study aims identify the existence of quality culture in Brazilian automotive dealerships with ISO 9001, motivated by this research problem: exist a quality culture in this dealerships, which facilitates the adoption of quality practices supported by ISO 9001? For referencing, the theoretical review was written in five themes: organizational culture, quality culture, total quality management, ISO 9001 quality management system and the Brazilian automobile industry. As regards the methodological aspects, the research has an applied nature, with a quantitative approach, being exploratory in their objectives, and bibliographic, documental and survey as technical procedures. The organizations participating in the study were all Brazilian automotive dealerships certified with ISO 9001. The research intended cover all the 80 active dealers with ISO 9001 certification identified by the Brazilian Committee for Quality (ABNT CB-25). The survey recorded participation of 32 companies (response rate 40%). The questionnaire was sent to seller managers, formatted into five sections: 1) introductory message 2) manager profile, 3) reasons for implementation and benefits generated by ISO 4) adoption levels of quality practices and 5) diagnosis of organizational culture. The questions contained in sections 2 and 3 were structured in multiple choice, and in the remaining sections were structured in Likert 5-point scale. The statistical method used (data analysis), was the descriptive statistics, for data representation in frequency percentage (FP) and standard level (SL). The results showed that the interviewed dealerships have an organizational culture with very high levels of prevalence in "outcome orientation" and "attention to detail" cultural dimensions. In addition, about the other two dimensions considered conducive to quality (innovation and teamwork/respect for people), both observed high prevalence. Based on the present results, concluded that the organizational culture of Brazilian dealerships with ISO 9001 are quality oriented, being conducive to adoption of quality practices supported by TQM Systems. However, it is important to mention that the quality culture identified is not sufficiently developed to adopt quality practices at optimal levels, which sets up an unfavorable scenario to deals with highly rigorous customer |
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Diógenes, Jamil Ramsi Farkathttp://lattes.cnpq.br/8586145669395690http://lattes.cnpq.br/4742833301655917Queiroz, Jamerson Viegashttp://lattes.cnpq.br/0037657888703116Furukava, Marcianohttp://lattes.cnpq.br/7046131809246694Lima, Nilton Césarhttp://lattes.cnpq.br/5091784860089845Queiroz, Fernanda Cristina Barbosa Pereira2014-12-17T14:53:20Z2014-09-232014-12-17T14:53:20Z2014-02-18DIÓGENES, Jamil Ramsi Farkat. Organizational culture focused on quality: a survey in the Brazilian automotive dealerships certified with ISO 9001. 2014. 133 f. Dissertação (Mestrado em Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações) - Universidade Federal do Rio Grande do Norte, Natal, 2014.https://repositorio.ufrn.br/jspui/handle/123456789/15088The study aims identify the existence of quality culture in Brazilian automotive dealerships with ISO 9001, motivated by this research problem: exist a quality culture in this dealerships, which facilitates the adoption of quality practices supported by ISO 9001? For referencing, the theoretical review was written in five themes: organizational culture, quality culture, total quality management, ISO 9001 quality management system and the Brazilian automobile industry. As regards the methodological aspects, the research has an applied nature, with a quantitative approach, being exploratory in their objectives, and bibliographic, documental and survey as technical procedures. The organizations participating in the study were all Brazilian automotive dealerships certified with ISO 9001. The research intended cover all the 80 active dealers with ISO 9001 certification identified by the Brazilian Committee for Quality (ABNT CB-25). The survey recorded participation of 32 companies (response rate 40%). The questionnaire was sent to seller managers, formatted into five sections: 1) introductory message 2) manager profile, 3) reasons for implementation and benefits generated by ISO 4) adoption levels of quality practices and 5) diagnosis of organizational culture. The questions contained in sections 2 and 3 were structured in multiple choice, and in the remaining sections were structured in Likert 5-point scale. The statistical method used (data analysis), was the descriptive statistics, for data representation in frequency percentage (FP) and standard level (SL). The results showed that the interviewed dealerships have an organizational culture with very high levels of prevalence in "outcome orientation" and "attention to detail" cultural dimensions. In addition, about the other two dimensions considered conducive to quality (innovation and teamwork/respect for people), both observed high prevalence. Based on the present results, concluded that the organizational culture of Brazilian dealerships with ISO 9001 are quality oriented, being conducive to adoption of quality practices supported by TQM Systems. However, it is important to mention that the quality culture identified is not sufficiently developed to adopt quality practices at optimal levels, which sets up an unfavorable scenario to deals with highly rigorous customerO presente estudo tem como objetivo geral verificar se a cultura organizacional das concessionárias em estudo são orientadas à qualidade, motivado pelo seguinte problema de pesquisa: existe uma cultura organizacional nas concessionárias em estudo que propicie aplicação máxima das práticas da qualidade sugeridas pela ISO 9001? Para embasamento da temática dissertada, elaborou-se uma revisão teórica nos seguintes pontos: cultura organizacional, cultura da qualidade, gestão da qualidade total, sistema de gestão da qualidade ISO 9001 e a indústria automobilística brasileira. Sobre o método, a pesquisa possui natureza aplicada, com abordagem quantitativa, sendo exploratória em relação aos objetivos e bibliográfica, documental e survey em relação aos procedimentos técnicos. O objeto de estudo foram todas as concessionárias automotivas de veículos leves certificadas com ISO 9001 ativas no Brasil. A pesquisa procurou abranger as 80 concessionárias ativas com certificação ISO 9001, conseguindo contribuição de 32 concessionárias (taxa de resposta de 40%). O instrumento de coleta utilizado foi enviado aos gerentes de vendas de veículos novos, formatado em cinco seções: 1) mensagem introdutória à pesquisa, 2) perfil do gestor, 3) identificação dos motivos de implantação e benefícios gerados pela ISO, 4) avaliação dos níveis de adoção das práticas da qualidade e 5) diagnóstico da cultura organizacional. As indagações contidas nas seções 2 e 3 foram estruturadas em múltipla escolha, e as demais seções foram estruturadas em escala Likert de 5 pontos. Utilizou-se como método estatístico (análise dos dados) a estatística descritiva para representação dos dados em frequência percentual (FP) e nível padrão (NP). Os resultados evidenciados demonstraram que as concessionárias em estudo, em uma análise global, possuem uma cultura organizacional em níveis de predominância muito alta, apontando robustez nas dimensões: orientação a resultados e atenção aos detalhes . E quanto as outras duas dimensões consideradas propícias à qualidade (inovação e trabalho em equipe/respeito pelas pessoas), ambas observaram alta predominância, sendo consideradas como dimensões fortes . Desta forma é possível concluir, após diagnóstico realizado, que a cultura organizacional das concessionárias em estudo são orientadas à qualidade, vide perfil predominante nas quatro dimensões culturais estimuladoras da qualidade. Entretanto é importante destacar que a cultura da qualidade identificada não está suficientemente desenvolvida para a adoção as práticas da qualidade em níveis ideais, o que configura-se um cenário desfavorável a concessionária que lida com clientes altamente exigentes e rigorososapplication/pdfporUniversidade Federal do Rio Grande do NortePrograma de Pós-Graduação em Engenharia de ProduçãoUFRNBREstratégia; Qualidade; Gestão Ambiental; Gestão da Produção e OperaçõesGestão da Qualidade Total. Cultura Organizacional. Concessionárias AutomotivasTotal Quality Management. Organizational Culture. Automotive dealershipsCNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAOCultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001Organizational culture focused on quality: a survey in the Brazilian automotive dealerships certified with ISO 9001info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFRNinstname:Universidade Federal do Rio Grande do Norte (UFRN)instacron:UFRNORIGINALJamilRFD_DISSERT.pdfapplication/pdf2449651https://repositorio.ufrn.br/bitstream/123456789/15088/1/JamilRFD_DISSERT.pdf1c390a6e07e8059bb8987e552429382eMD51TEXTJamilRFD_DISSERT.pdf.txtJamilRFD_DISSERT.pdf.txtExtracted texttext/plain235129https://repositorio.ufrn.br/bitstream/123456789/15088/6/JamilRFD_DISSERT.pdf.txt03f4cc113e55c553430024c493e2dd48MD56THUMBNAILJamilRFD_DISSERT.pdf.jpgJamilRFD_DISSERT.pdf.jpgIM Thumbnailimage/jpeg2282https://repositorio.ufrn.br/bitstream/123456789/15088/7/JamilRFD_DISSERT.pdf.jpg49a1e77ee84c8e6f88b82dd264e22c5aMD57123456789/150882017-11-02 03:55:57.638oai:https://repositorio.ufrn.br:123456789/15088Repositório de PublicaçõesPUBhttp://repositorio.ufrn.br/oai/opendoar:2017-11-02T06:55:57Repositório Institucional da UFRN - Universidade Federal do Rio Grande do Norte (UFRN)false |
dc.title.por.fl_str_mv |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
dc.title.alternative.eng.fl_str_mv |
Organizational culture focused on quality: a survey in the Brazilian automotive dealerships certified with ISO 9001 |
title |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
spellingShingle |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 Diógenes, Jamil Ramsi Farkat Gestão da Qualidade Total. Cultura Organizacional. Concessionárias Automotivas Total Quality Management. Organizational Culture. Automotive dealerships CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
title_short |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
title_full |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
title_fullStr |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
title_full_unstemmed |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
title_sort |
Cultura organizacional orientada à qualidade: um survey nas concessionárias automotivas brasileiras certificadas com a ISO 9001 |
author |
Diógenes, Jamil Ramsi Farkat |
author_facet |
Diógenes, Jamil Ramsi Farkat |
author_role |
author |
dc.contributor.authorID.por.fl_str_mv |
|
dc.contributor.authorLattes.por.fl_str_mv |
http://lattes.cnpq.br/8586145669395690 |
dc.contributor.advisorID.por.fl_str_mv |
|
dc.contributor.advisorLattes.por.fl_str_mv |
http://lattes.cnpq.br/4742833301655917 |
dc.contributor.advisor-co1ID.por.fl_str_mv |
|
dc.contributor.referees1.pt_BR.fl_str_mv |
Furukava, Marciano |
dc.contributor.referees1ID.por.fl_str_mv |
|
dc.contributor.referees1Lattes.por.fl_str_mv |
http://lattes.cnpq.br/7046131809246694 |
dc.contributor.referees2.pt_BR.fl_str_mv |
Lima, Nilton César |
dc.contributor.referees2ID.por.fl_str_mv |
|
dc.contributor.referees2Lattes.por.fl_str_mv |
http://lattes.cnpq.br/5091784860089845 |
dc.contributor.author.fl_str_mv |
Diógenes, Jamil Ramsi Farkat |
dc.contributor.advisor-co1.fl_str_mv |
Queiroz, Jamerson Viegas |
dc.contributor.advisor-co1Lattes.fl_str_mv |
http://lattes.cnpq.br/0037657888703116 |
dc.contributor.advisor1.fl_str_mv |
Queiroz, Fernanda Cristina Barbosa Pereira |
contributor_str_mv |
Queiroz, Jamerson Viegas Queiroz, Fernanda Cristina Barbosa Pereira |
dc.subject.por.fl_str_mv |
Gestão da Qualidade Total. Cultura Organizacional. Concessionárias Automotivas |
topic |
Gestão da Qualidade Total. Cultura Organizacional. Concessionárias Automotivas Total Quality Management. Organizational Culture. Automotive dealerships CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
dc.subject.eng.fl_str_mv |
Total Quality Management. Organizational Culture. Automotive dealerships |
dc.subject.cnpq.fl_str_mv |
CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
description |
The study aims identify the existence of quality culture in Brazilian automotive dealerships with ISO 9001, motivated by this research problem: exist a quality culture in this dealerships, which facilitates the adoption of quality practices supported by ISO 9001? For referencing, the theoretical review was written in five themes: organizational culture, quality culture, total quality management, ISO 9001 quality management system and the Brazilian automobile industry. As regards the methodological aspects, the research has an applied nature, with a quantitative approach, being exploratory in their objectives, and bibliographic, documental and survey as technical procedures. The organizations participating in the study were all Brazilian automotive dealerships certified with ISO 9001. The research intended cover all the 80 active dealers with ISO 9001 certification identified by the Brazilian Committee for Quality (ABNT CB-25). The survey recorded participation of 32 companies (response rate 40%). The questionnaire was sent to seller managers, formatted into five sections: 1) introductory message 2) manager profile, 3) reasons for implementation and benefits generated by ISO 4) adoption levels of quality practices and 5) diagnosis of organizational culture. The questions contained in sections 2 and 3 were structured in multiple choice, and in the remaining sections were structured in Likert 5-point scale. The statistical method used (data analysis), was the descriptive statistics, for data representation in frequency percentage (FP) and standard level (SL). The results showed that the interviewed dealerships have an organizational culture with very high levels of prevalence in "outcome orientation" and "attention to detail" cultural dimensions. In addition, about the other two dimensions considered conducive to quality (innovation and teamwork/respect for people), both observed high prevalence. Based on the present results, concluded that the organizational culture of Brazilian dealerships with ISO 9001 are quality oriented, being conducive to adoption of quality practices supported by TQM Systems. However, it is important to mention that the quality culture identified is not sufficiently developed to adopt quality practices at optimal levels, which sets up an unfavorable scenario to deals with highly rigorous customer |
publishDate |
2014 |
dc.date.accessioned.fl_str_mv |
2014-12-17T14:53:20Z |
dc.date.available.fl_str_mv |
2014-09-23 2014-12-17T14:53:20Z |
dc.date.issued.fl_str_mv |
2014-02-18 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
DIÓGENES, Jamil Ramsi Farkat. Organizational culture focused on quality: a survey in the Brazilian automotive dealerships certified with ISO 9001. 2014. 133 f. Dissertação (Mestrado em Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações) - Universidade Federal do Rio Grande do Norte, Natal, 2014. |
dc.identifier.uri.fl_str_mv |
https://repositorio.ufrn.br/jspui/handle/123456789/15088 |
identifier_str_mv |
DIÓGENES, Jamil Ramsi Farkat. Organizational culture focused on quality: a survey in the Brazilian automotive dealerships certified with ISO 9001. 2014. 133 f. Dissertação (Mestrado em Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações) - Universidade Federal do Rio Grande do Norte, Natal, 2014. |
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https://repositorio.ufrn.br/jspui/handle/123456789/15088 |
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Universidade Federal do Rio Grande do Norte |
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UFRN |
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Estratégia; Qualidade; Gestão Ambiental; Gestão da Produção e Operações |
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Universidade Federal do Rio Grande do Norte |
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