Clima organizacional na implementação de programa da qualidade: um estudo de caso na São Paulo Transportes S.A (SPTrans)

Abstract

Abstract: This research seeks to identify the main changes that the adoption of Quality Programs has introduced in the work environment, in the procedures developed by employees, in the organizational structure of a company, even after obtaining the quality certificate. To achieve the proposed objectives, a base case study was developed. quantitative, whose object of study was the company São Paulo de Transportes (SPTrans), located in the city of São Paulo, in Brazil. The hypothesis formulated for conducting the research was that the evolution process of the Quality Program and certifications in the series of ISO 9000 standards, in the company São Paulo Transportes, had fundamental impacts on the work environment and/or on the performance of its employees, promoting more meaningful work and, consequently, resulting in employees who are more strongly motivated to carry out their daily work. The theoretical assumptions that predominantly supported this research in relation to the concepts of organizational climate, Quality Program and motivation, were the studies developed by DEMING (1990), MASLOW (1970), ZACHARIAS (2001) and MARANHÃO (2001). Data analysis allowed establishing the existence of a very intense commitment relationship between organization and employees during the implementation of the Quality Program and after obtaining the ISO 9000 certification.