| Abstract [eng] |
Topicality of the work. Recently, the diagnosis of organisational culture has become one of the most important areas of managerial research. Organisational culture is defined as a system of values, understandable and acceptable by all the members of the organisation. It has a strong impact on occupational activities and is essential for organisation‘s orientation towards the client. A well-formed organisational culture can be used as an instrument which helps to implement the organisation’s strategy and achieve the objectives. Aim of the work – to explore influence of organisational culture on the organisation’s orientation towards the client. Tasks set to achieve the aim: 1. To examine the concept of organisational culture referring to analysis of scientific literature. 2. To analyse the structure and functions of organisational culture. 3. To examine relationship between the organisational culture and orientation towards the client. 4. To examine the level of empirical research of the influence of the organisational culture on the orientation towards the client. 5. Following the assessment of interrelationship between the organisational culture and orientation towards the client, to form a model of organisational culture and its orientation towards the client. 6. To assess relationship between the type of organisational culture and organisation‘s orientation towards the client. The main results of the research. Results of empirical research revealed that organisation’s orientation towards the client depends on the type of organisational culture and determines the organisation‘s success. More efficient compliance with the customers‘ expectations influences customers‘ behaviour and results of the organisation‘s activities. Applying the customer‘s expectations as a comparison criterion (CSI calculations) and referring to the relation determined earlier, a right direction to form the organisational culture as a strategic measure was determined. Scope of the work. The thesis consists of 57 pages (excluding bibliography and annexes), including 10 tables, 18 figures. |
