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Improving service quality by strengthening culture: implications for project management in an engineering consulting firm
La cultura organizacional y sus implicaciones para la gestión de proyectos en una empresa de consultoría en ingeniería
DOI:
https://doi.org/10.15446/dyna.v92n236.117320Palabras clave:
organizational culture, business performance, customer focus, human-centered approach, project management, service quality (en)cultura organizacional, rendimiento organizacional, orientación al cliente, orientación en las personas, gestión de proyectos, calidad en el servicio (es)
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This study examines the organizational culture of an engineering consulting firm and its impact on project management practices. The Organizational Culture Assessment Instrument (OCAI), based on the Competing Values Framework (CVF), was used to assess the current and desired cultural profiles, complemented by qualitative data on employee perceptions. A dominant Market culture was identified, focused on results and customer satisfaction. Recognizing the need for a stronger Clan culture, the study emphasizes improved communication, collaborative leadership, and interdisciplinary synergy to enhance project teamwork and knowledge sharing. Additionally, there was a significant desire for increased Adhocracy, highlighting the need for innovation and adaptability in response to dynamic project demands. The study provides recommendations to strengthen organizational culture and optimize project management.
Este estudio examina la cultura organizacional de una firma de consultoría en ingeniería y su impacto en la gestión de proyectos. Se utilizó el Instrumento de Evaluación de la Cultura Organizacional (OCAI), basado en el Marco de Valores Competitivos (CVF), para evaluar los perfiles culturales actuales y deseados, complementado con datos cualitativos sobre las percepciones de los colaboradores. Se identificó una cultura predominante de Mercado, enfocada en los resultados y la satisfacción del cliente. Reconociendo la necesidad de fortalecer la cultura Clan, el estudio destaca la importancia de mejorar la comunicación, el liderazgo colaborativo y la sinergia interdisciplinaria para potenciar el trabajo en equipo y el intercambio de conocimientos. Además, se observó la necesidad de incrementar la cultura de Adhocracia, subrayando la necesidad de innovación y adaptabilidad frente a demandas dinámicas de los proyectos. El estudio ofrece recomendaciones para fortalecer la cultura organizacional y optimizar la gestión de proyectos.
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