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..