ĮMONĖS KULTŪROS ĮTAKA KOKYBĖS VADYBAI
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1 MECHANIKA, MEDŽIAGŲ INŽINERIJA, PRAMONĖS INŽINERIJA IR VADYBA 11-osios Lietuvos jaunųjų mokslininkų konferencijos Mokslas Lietuvos ateitis, įvykusios Vilniuje 2008 m. balandžio d., straipsnių rinkinys ĮMONĖS KULTŪROS ĮTAKA KOKYBĖS VADYBAI Rasa Vaitiekauskaitė Vilniaus Gedimino technikos universitetas Anotacija. Šiame straipsnyje pateikiamos organizacijos kultūros ir visuotinės kokybės vadybos (VKV) sąvokos ir jų sudėtinės dalys. Taip pat aprašoma, kokią įtaką organizacijos kultūra daro VKV. Pateikiamas įmonės kultūros formavimo įtakos kokybės vadybai modelis. Įvadas Įmonė ūkinės veiklos vienetas. Kiekviena įmonė užsiima tam tikra veiklos rūšimi tikėdamasi pasiekti užsibrėžtų tikslų, o juos pasiekusi nesustoti ir toliau tobulėti. Taigi vienais iš pagrindinių tikslų, kuriuos įmonės sau kelia, galima įvardyti šiuos: iš savo veiklos gauti pelną; išlikti konkurencingos. Šiuos du pagrindinius tikslus įmonės gali pasiekti įgyvendindamos VKV principus: organizacijos tobulėjimas; produktų ar paslaugų kokybės gerinimas; vartotojų poreikių patenkinimas; kaštų mažinimas. Tačiau būna taip, kad kartais užsibrėžtų tikslų nepavyksta pasiekti. Kas gi dėl to kaltas? Kur reikia ieškoti priežasčių? Gal visa tai vyksta dėl įmonėje susiformavusios kultūros, gal ji yra netinkama ir tai trukdo pasiekti norimą rezultatą? Vilniaus Gedimino technikos universitetas
2 192 Organizacijos kultūros formavimas įmonėje Šiais laikais organizacija susiduria su sparčiai besikeičiančia aplinka, o tai iš jos reikalauja didelių pastangų bei gebėjimų prisitaikyti prie aplinkos pokyčių. Atrodytų, kad tai padaryti visai nesunku, galbūt reikia pakeisti kai kuriuos organizacijoje vykstančius procesus. Tačiau nereikia pamiršti, kad kiekvienai organizacijai yra būdinga tam tikra kultūra, ir tai sukelia įvairiausių kliūčių bandant prisitaikyti prie aplinkos pokyčių. Terminas organizacijos kultūra apibrėžiamas labai įvairiai. Vieną pirmųjų apibrėžimų, dabar laikomą klasikiniu, pateikė E. Scheinas. Pasak jo, organizacijos kultūra tai kertinių įsitikinimų modelis, išugdytas ar atrastas grupės žmonių jiems kartu sprendžiant savo problemas, susijusias su išlikimu aplinkoje bei integravimusi viduje [2; 231 p.]. Šis apibūdinimas apima organizacijos narių suvokiamas vertybes, jų įsitikinimus bei žinias, kurias atsineša ateidami į organizaciją. Nėra nei geros, nei blogos organizacijos kultūros. Organizacijos kultūra yra gera, jei ji atitinka organizacijos tikslus, strategiją, siekius ir padeda jai juos įgyvendinti. Kartais, norint pasiekti užsibrėžtus tikslus, reikia pakeisti organizacijoje egzistuojančią kultūrą. Organizacijos esamos kultūros keitimo nauja procesą galima pavaizduoti taip (1 pav.). Prieš pradedant keisti organizacijos kultūrą visų pirma reikia nustatyti esamą jos kultūrą. Šis etapas reikalingas tam, kad galima būtų organizacijos kultūrą palyginti su norima organizacijos kultūra bei vėliau nustatyti skirtumus tarp šių dviejų kultūrų. Taigi norint išsiaiškinti, kokia kultūra egzistuoja įmonėje, visų pirma reikia pasirinkti metodą, kaip tai padaryti. Užsienio autoriai pateikia penkis organizacijos kultūros tyrimo metodus: apklausą, interviu, situacijų tyrimą, stebėjimą, seminarus ir darbo grupes [4; 17 p.]. Paskutinis etapas norimos organizacijos kultūros formavimas, jo metu reikia numatyti ir parinkti pačias efektyviausias priemones, kuriomis bus formuojama organizacijos kultūra. Pagrindinė sudedamoji organizacijos kultūros dalis yra joje dirbantys darbuotojai ir jų pripažįstamos vertybės. Taigi norint suformuoti sėkmingą organizacijos kultūrą, reikia pradėti nuo vertybinės orientacijos sudarymo (2 pav.). Kadangi įmonės vertybės dažniausiai
3 sutampa su vadovų vertybėmis, tačiau neatitinka darbuotojų vertybių, todėl pirma užduotis, kurią reikėtų atlikti darbuotojų vertybių išsiaiškinimas ir suderinimas su įmonės vertybėmis. Labai svarbu, kad į organizaciją ateinantys nauji darbuotojai pripažintų esamą organizacijos kultūrą. P. Zakarevičius [3; 153 p.] pateikia tris pagrindinius naujų darbuotojų įvedimo į susiformavusią organizacijos kultūrą priemonių kompleksus: atranka, adaptacija, mokymas. Naujai suformuota organizacijos vertybinė orientacija turėtų būti nukreipta organizacijos tikslams pasiekti. Be abejo, ji taip pat turi būti susieta su organizacijos darbuotojų tikslais. Tinkamai suformuota norima organizacijos kultūra gali padėti įmonei pasiekti tikslus, tokius kaip konkurencingumas ir pelnas. Beveik visi įmonės tikslai siejasi su VKV principais. Nuo tinkamai parinktų priemonių organizacijos kultūrai formuoti priklauso, kaip bus įgyvendinami VKV principai. E. R. Stancikas ir D. Bagdonienė savo knygoje visuotinės kokybės vadybą apibrėžia kaip vadybos filosofiją ir metodus, kuriuos pasirinkusi organizacija nuolat tobulėja, siekdama kuo veiksmingiau patenkinti vartotojų poreikius, gerindama produktų arba paslaugų kokybę ir mažindama kaštus [5; 6 p.] pav. Organizacijos kultūros keitimo procesas
4 2 pav. Vertybinės orientacijos sudarymas 194 VKV tai tarsi kelionė į tobulumą, kai kiekvienas organizacijos narys orientuotas į nepertraukiamą proceso tobulinimą, nukreiptą į vartotojo pasitenkinimo didinimą [6; 46 p.]. 3 pav. yra pateikiamas įmonės kultūros formavimo įtakos kokybės vadybai modelis. Šis modelis parodo, kad organizacijos kultūra vis dėlto daro įtaką visuotinės kokybės vadybai. Įmonės kultūros formavimui didelę reikšmę turi joje dirbantys darbuotojai, taip pat normos bei taisyklės. Kiekvienos įmonės sėkmė priklauso nuo jos strategijoje nustatytų tikslų, kurie, esant dabartinėms rinkos sąlygoms, be abejo, turėtų būti: vartotojų poreikių patenkinimas; kaštų mažinimas; pelnas; produktų ar paslaugų kokybės gerinimas.
5 3 pav. Įmonės kultūros formavimo įtakos kokybės vadybai modelis 195
6 Visų šių tikslų neįmanoma pasiekti be įmonėje dirbančių darbuotojų. Jie pagrindinis veiksnys, lemiantis įmonės kultūrą, o drauge ir įmonės sėkmę. Taigi formuojant organizacijos kultūrą reikėtų pasirinkti tokius metodus ir priemones, kurios būtų efektyvios ir padėtų pasiekti norimų rezultatų. Viena iš priemonių galėtų būti tinkamos motyvacijos sistemos pasirinkimas. Labai svarbu, kad vadovas atkreiptų dėmesį į pavaldinių norus, tikslus, siekius ir lūkesčius, kuriuos jie atsinešė ateidami dirbti į šią organizaciją. Negalima ignoruoti šių svarbių dalykų. Gana svarbus yra ir vadovo vadovavimo stilius, komunikacija ir grįžtamasis ryšys. Komunikacija stiprina ryšius tarp vadovų ir pavaldinių, leidžia sumažinti atstumą tarp jų, o tai garantuoja geresnius santykius bei savijautą darbe. Daugeliui darbuotojų pats svarbiausias veiksnys, verčiantis juos dirbti ne tik savo, bet ir įmonės naudai, yra visavertiškumo jausmas. Taigi vadovų sugebėjimas bei noras tinkamai vadovauti savo pavaldiniams daro įtaką įmonės veiklos rezultatams, o kartu per juos ir visuotinės kokybės vadybai. 196 Apibendrinimas 1. Iki šių dienų yra mokslininkų, kurie mano, kad organizacijos kultūra neturi įtakos visuotinės kokybės vadybai. Tačiau didžioji dalis vis dėlto sutinka su nuomone, kad tarp organizacijos kultūros ir VKV yra gana stiprus ryšys. 2. Darbuotojų prisirišimas prie įmonės didina galimybę užsibrėžtiems įmonėms tikslams pasiekti. Tinkamos motyvacijos sistemos pasirinkimas ir darbuotojų pasitenkinimas darbu įmonės kelias į sėkmę. 3. Pagrindinis dėmesys įmonėse turi būti skiriamas jose esantiems darbuotojams, tinkamos organizacijos kultūros formavimui ir jos palaikymui. Literatūra 1. Jucevičienė, P. Organizacijos elgsena. Kaunas: Technologija, p. 2. Vanagas, P. Visuotinės kokybės vadyba. Kaunas: Technologija, p.
7 3. Zakarevičius, P. Pokyčiai organizacijose: priežastys, valdymas, pasekmė. Kaunas: VDU leidykla, p. 4. Reiman, T.; Oedewald, P. The assesment of organisational culture. A metodological study. Espoo VTT Tiedotteita Research Notes p. 5. Stancikas, E. R.; Bagdonienė, D. Visuotinės kokybės vadybos metodų taikymas organizacijoje. Kaunas: Technologija, p. 6. Dikavičius, V.; Stoškus, S. Visuotinė kokybės vadyba. Kaunas: Technologija, p. ORGANIZATION CULTURE INFLUENCE ON QUALITY MANAGEMENT R. Vaitiekauskaitė Summary This article describes concepts of organization culture and a total quality management. The model which shows the influence of organisation culture on the total quality management is also presented. 197
ŠVIETIMAS: politika, vadyba, kokyb. EDUCATION Policy, Management and Quality. ОБРАЗОВАНИЕ: политика, менеджмент, качество
2009, Nr. 1(1) ISSN 2029-1922 ŠVIETIMAS: politika, vadyba, kokyb EDUCATION Policy, Management and Quality ОБРАЗОВАНИЕ: политика, менеджмент, качество Scientific Methodical Center Scientia Educologica,
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