Examining the impact culture has on quality of service: Case study - UK residential care homes

Level: Undergraduate | Grade: First | Approx. Word Count: 24,000

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Overview

It can be argued that organisational culture  has a direct impact on the quality of service (QOS) being provided to the end user (Stanford 2010). This dissertation examines the impact culture has on the delivery of QOS in the residential care home sector in the UK.

There have been numerous definitions applied to the term organisational culture over the past several decades. For example, Henry Mintzberg (1994: 5) described it simply as an “Ideology”, while Shein (2010: 2) added more understanding by explaining that organisational culture represents “a common perspective held by the organisation’s members; a system of shared meaning”.  In the context of an organisation, shared perspectives and meanings are intrinsically linked to its aims and objectives, which are linked to delivering to consumer expectation and satisfaction  However, research has indicated that there is a failure in this delivery in UK residential care homes..