Management Yp??es??? ??e?a?

1
Management Yp??es??? ??e?a? ??????s?
?????p???? ?????
2
?????af???

• ???a?? ?????da?, Ph.D.
• ??????µ??????, d?d??t?? ??????t???? ?p?st?µ??,
  ??????t?? ??s???µe???
• G?????? ???f?t??, Ph.D.
• S?µß????? ?p??e???se??, d?d??t?? ???a??s?a???
  ????????a?

3
?st????? st???e?a s?et??? µe t?? p???t?ta ??e?a?

• ? a??a??te?? ?ata?e??aµµ??? a?af??? a???eta? st??
  a??a?a ????pt? ?a? s???e???µ??a st?? ??p???
  Smith (Hook, 1973).
• ?? 2000 p.?. ???eta? a?af??? st?? p???t?ta t??
  ?e?????????? p?a?t???? ap? t?? p?????? ??d??a t??
  ßas????? ?aµ???aµp? ?a? µ???sta µe p??ß?ep?µe??
  p???? (Garnson, 1929).
• ?????? d?asf???s?? t?? p???t?ta?, s??a?t??µe ?a?
  st??? de??t????????? ?a???e? ?a? t??? ??d??e?
  ?????? st?? ep??? t?? ?pp????t?, ?p?? e?f???eta?
  ap? t?? ep?ta?? ?fe??e?? ? µ? ß??pte??.

4

• ? p???t???? ??e????, ??s?ast???, ?e????e? ap? t?
  1858, ?ta? ? Florence Nightingale, ??s??e?t??a
  ?at? t?? ???µa??? ???eµ?, p??sp???se ?a efa?µ?se?
  p????aµµa p???t???? e??????, ßas???µe?? st???
  de??te? ???s?µ?t?ta? t?? ??s??e??µe??? as?e???.
• ????te?a, t? 1908, ? Dr. Groves d?e?????se µ?a
  se??? ap? ??e??e?, p???e?µ???? ?a s??d?se? t??
  p???t?ta t?? ?at????? ?p??es??? µe t??? de??te?
  ???s?µ?t?ta?, a??? ?a? a???a??t?ta? t?? ?at??? se
  ?e?????????? epeµß?se??. ?? pa??de??µ? t??
  a??????e? ? ?e???????? Godman, t?sse?a ?????a
  a???te?a, se ??s???µe?? t?? ?asa???s?t??.

5
St???e?a t?? ????t?ta? ?p??es???
?e????(Parasuraman et al., 1985)

• ????p?st?a ? ??a??t?ta ?a pa???eta? a???ß?? ?
  ?p?s??µe?? ?p??es?a p.?. ? t???s? t?? p???esµ???
  ?a? t?? p??ß?ep?µe??? d?ad??as???.
• ??tap????s? ? p????µ?a ?a? ????s? t?? ???a??sµ??
  ?a e??p??et?se? p????? t?? pe??t?.
• ?sf??e?a ? ?at??t?s? t?? e??a??µ???? ?a? ?
  p????µ?a p?? eµfa?????? ap??a?t? st?? ??a??p???s?
  t?? pe??t?.
• ????ße?a ? e?t??es? t?? ?p??es?a? ???? µe t??
  p??t? f???.
• ???ad???t?ta ? pa?a???? µ?a? ?p??es?a?
  d?af??et??? ??a ???e pe??t?.

6
????t?ta ?p??es??? ??e?a? -???sµ??

• ? d?af??? µeta?? t?? ep???µ?t?? ?a? t??
  p?a?µat???? (gap analysis)
• ??? p??sd????? t?? as?e??? ?a? t?? eµpe????? p??
  ?aµß?????
• ? ßa?µ?? ?at? t?? ?p??? ?? pa?e??µe?e? ?p??es?e?
  a??????? t?? p??a??t?ta ?as?? ?a? e??a? s?µf??e?
  µe t?? ?at???? ???s? (Institute of Medicine)

7
????????s? µ?t??s? t?? p???t?ta? t?? ?p??es???

• ????p???se??
• Safe?? st???? (S.M.A.R.T.)
• ?e?t?st?p???s? d?ad??as??? (process
  reengineering)
• ??pa?de?s? p??s?p???? (training)
• ?a?a???????s? e?e???e?? (continuous monitoring)
• ??t??s? ap?te?esµ?t?? d?????se?? (feedback)
• (S Specific
• M Measurable
• A Attainable
• R Realistic
• T Timely)

8
??e??e? ??a??p???s?? as?e??? (1? ??e??a)

• ?????e?a ??e??a? 4 eßd.
• ???? ?apa????????
• ???. G????? ??????? ?T??O? (710 ??eßß?t?a,
  s?µµet????te? 531 ?t?µa)
• ??. ??a?e?µ S????a?
• ????? ???/?? ??S??. T?S/????S (670 ??eßß?t?a,
  s?µµet????te? 300 ?t?µa)
• S??????S????
• ?????????S? ?????????O? ?ST??O? ?a? sta 2
  ??s???µe?a µe ????? ßa?µ? ?at????? ?a?
  ??s??e?t???? f???t?da?.
• ??t???? ßa?µ?? ??a??p???s?? ap? ?e??d??e?a??? ?a?
  ???p?? ?p??es?e? (d?????t????, ß????t????,
  ?a?a???t?ta ??p.)

9
??e??e? ??a??p???s?? as?e??? (2? ??e??a)

• ??????????? T?S/????S
• ??e??a 200 at?µ?? se ef?µe??e?
• ?. ??t???p????? ?. ??µ?t?p????? ?. S?f?a???
• S??????S????
• ?s?e?e?? ????? ??????µ??? a?????-gt
  ??a??p???µ????
• ?s?e?e?? µe ??????µ??? a?????-gt ??sa?est?µ????
• ???? ??????µ??? e?a?t?µ????-gt ??sa?est?µ???? ap?
  t?? ?p??es?e? pe???a???? ???? s??s?? t??? µe t?
  p??s?p???

10
(No Transcript)
11
? µ?t??s? t?? p???t?ta? µ?a? ??s??e?t???? µ???da?
pe???aµß??e?

• 1. ?p?d?s? ??e????µ???? f???t?da? e??a? ?
  s?µa?t???te??? t?p?? ap?d?s??, af?? ap?te?e? ?a?
  t?? s??p? t?? ???a??sµ??. ?f??? ta ?at????
  ap?te??sµata ?a? µet??se?? ??a t?? ???s?µ?t?ta,
  t?? ??e??? t?? ???µ??e?? ??p.
• 2. ?e?t??????? ap?d?s? af??? t?? µ?t??s? t??
  ap?d?s?? t?? ?at?????, ??s??e?t???? ?a?
  ß????t???? p??s?p???? a??? ?a? t?? ap?d?t???t?ta?
  t?? ??????s?? t?? a????p???? d??aµ????.
• 3. ?p?d?s? ?? p??? t??? as?e?e?? af??? t??
  ??a??p???s? t?? as?e?? ?? p??? t?? ?p??es?e? p??
  d??eta? ?a? µet??ta? µe t? ß???e?a
  e??t?µat??????? ?a? s??e?te??e??.
• 4. ??????µ??? ap?d?s? ?a? ??s? st?? a???? af???
  t?? ??s? t?? ???a??sµ?? st?? a????, t??
  ?e?d?f???a t??, t?? a???p???s? t?? ?efa?a??? ??p.
  

12
?? -???µat???????µ???? ?e??te? ap?d?s??
??s???µe???

• G?????? ??????S
• S?µß??ta s?et???µe?a µe t? ??????s? fa?µ????
• ??ep???µ?te? e????e?e? fa?µ????
• ??d???s???µe?a??? ???µ??e??
• T??t?t?ta
• ?a?µ?? ??a??p???s?? t?? as?e??
• S?µß??ta s?et???µe?a µe t?? as?e??
• ?pa?e?sa????? ??a s???e???µ??? ??????? d??st?µa
• ?????t?ta ??????
• -------------------------------
• ?µ??, ??e? d?at?p??e? ?a? ? ?p??? ?t? ?
  as?e??? de? µp??e? ?a s??????e? t?? ?p??es?e?
  ??e?a? p?? ?aµß??e? se s?????s? µe ?p??es?e? ap?
  a?ta????st????? ???a??sµ??? (Mosialos, 1991).

13
?e??te? ?p??es??? epe????t??

• ?????? a?aµ???? ??a e??tas? ap? ??at??
• ??s? d????e?a pa?aµ???? st? ?µ?µa ?pe????t??
  ?e??stat????, ap? t? ???? ??a e?sa????, µ???? t?
  µetaf??? se µ???da
• ??ep???µ?t? ??ßas? µet? t?? a?a????s? ap? t?
  ?µ?µa ?pe????t?? ?e??stat????

14
?e??te? e??te????? ?at?e???

• ?????? a?aµ???? ??a e??tas? ap? ??at??
• ?????? a?aµ???? st? fa?µa?e??
• ?????? a?aµ???? ap?te?esµ?t?? e?et?se??

15
?e??te? d?a?e???s?? p????f???s??

• ?p??e?a ?at????? fa?????
• ??ep???e?a ?ata??af?? ?at????? fa?????
• S?µß??ta s?et???µe?a µe t?? asf??e?a t??
  p??s?p????
• ?p??s?e? p??s?p????

16
Management ?p??es??? ??e?a?

• ?a ded?µ??a
• ?????? dap??? ??a t?? ??e?a 10 t?? ???
• ???a??µe??? 8 t?? e??at. ???aµ????
• ?? µ???de? ??e?a? e??a? ep??e???se?? e?t?se??
  e??as?a?, te???????a? ?a? d?a?e???s??.
• G?afe????at???? t??p?? d?????s?? ??s???µe???.
• ??at???? ??e???? pa??µßas?.

17
Management ?p??es??? ??e?a?

• ?? ??????S??S
• ??µ???af??? ???a?s? p????sµ??
• ???a??µe?? ??st?? pe???a????
• ??ap?te?esµat??? d?????s? s?st?µat??
• ?? ?????????
• ???G??S ?????O? / ??S???S
• ?????T??S? ???????. ?????S?O?
• ?????????S? ???SO?????
• ?????????S? ?ST??O?

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???ß??µata ?????p???? ???aµ???? µ???d?? ??e?a?

• ????? e??as?a?? stress t?? epa??e?µat??? ??e?a?
  (e???µa p????? d?e???? e?e????)
• ?s?fe?a ?a?????t?? a?µ?d??t?t??
• ???e??? e?e??e??a? ep?????? p??s?p???? µe??d??
  (autonomy)
• ??a?????s? t?? d???e??? t???
• ???as?a??? s?????e?
• ?µ??ß??

19

• ?? e??a??µe??? p???? ap?te???? t? s?µa?t???te??
  ?ef??a?? st?? ep??e???s? ?????? ???? t?? a??a???
  st?? ep??e???µat??? f???s?f?a. ? ?µfas? st??
  p???t?ta, st?? ?a???t?µ?a, st? d?µ????????t?ta
  ?a? ? µ?t??s? t?? ap?d?t???t?ta? se ??e? t??
  d?ad??as?e? ?fe?a? t?? ?????p? st? ???t?? t??
  ??????s?? µ?a? ep??e???s??. ?? e??a??µe??? ?a
  p??pe? (Zairi, 1998)
• ?a e??a? p??ta e??µe??? t?? a??a??? p??
  ?????ta? st?? ep??e???s?
• ?a e??a??????ta? s??e???
• ?a ep?ß?aße???ta? ??a t? ???? t???
• ?a d??a?ta? ?a s??e??ast??? a?µ?????
• ?a ????? s???e???µ??e? ?a? ?????et?µ??e?
  a?µ?d??t?te?.

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???t??? ??????s?? ?????? ????t?ta? (???)

• ? ??? e??a? ?a?a?? a????p??e?t???? ?e???a
  ??????s?? ?a? d?????s??. ?? e??a??µe???, ????
  a?e?a?t?t?? t?? ?e?a?????? ßa?µ?d??, ap?te???? t?
  ??e?d? ??a t?? ap?te?esµat??? e?sa????, a??pt???
  ?a? ße?t??s? t?? p????aµµ?t?? p???t?ta? (Oakland,
  1998).

21
???s?µa s?µe?a ???

• pa???? p????aµµ?t?? e?pa?de?s?? ?a? ep?µ??f?s??,
• s?st?µat??? a???????s?,
• ?pa??? s?µµet?????? s?st?µ?t?? st?? pa?a???? t??
  ?p??es???,
• a?aß??µ?s? ?a? ? s?ed?asµ?? t?? e??as?a??? ?????
  ?a? t?? s??se??, ?a??? ?a? ?
• ???a?? µ?a? st?at?????? ??a t? a????p??? d??aµ???
  
• e??a? ta ßas??? s?µe?a ???? ap? t? a????p???
  d??aµ??? p?? ?a p??pe? ?a p??s????? ?? d?????se??
  t?? ??s???µe??? p?? ???p????? p?????µµata ???.

22
????? 2?
23
??e??a e??as?a??? ??a??p???s?? t?? e??a??µ????
st? Ge???? ??s???µe?? ?.?. G??µ???ssa?, ?.
??????A Job Satisfaction Survey in Goumenissa
General Hospital, Kilkis, Greece

• G?????? ?. ???f?t??, PhD
• S?µß????? ??????s?? ?p??e???se??

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???as?a?? ??a??p???s? (job satisfaction) -t?
e??a?

• µp??e? ?a ???s?e? ??
• µ?a ?et??? -e?????st? s??a?s??µat??? ?at?stas?
  p?? p????pte? ?? ap?t??esµa t?? a???????s??
  ??p???? ??a t? d???e?? t?? ?a? t?? e??as?a??? t??
  eµpe???e? (Locke, 1976)

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26
?a?t?t?ta t?? ??e??a?

• ? ??e??a p?a?µat?p??????e µe a?t?s?µp?????µe?a,
  a????µa e??t?µat?????a p?? d?a?eµ????a? st??? 142
  e??a??µe???? t?? Ge????? ??s???µe??? ?.?.-
  G??µ???ssa? ?. ?????? st? ??????? d??st?µa 1-15 /
  10 / 2010.
• ?pest??f?sa? s??????? 112 s?µp????µ??a
  e??t?µat?????a (78.9 apa?t?s?µ?t?ta).

27
S?µµet????te?

• Iat??? 22.3,
• N?s??e?t?? 32.1,
• ??????t???? 32.1,
• ?????t??? p??s?p??? 7.2,
• de? a??fe?a? ??s? 6.3
• 
  -----------
• 100

28
???t?µat?????? 50 e??t?se??

• ?? p??te pa?????te? ???µa?e? t?? e??as?a???
  ??a??p???s?? p?? µet??saµe st?? ??e??? µa? e??a?
  
• F?s? t?? e??as?a? (a .86)
• S?????e? e??as?a? (a .85)
• ?p?d???? e?????? (a .89)
• S??se?? µe s??ad??f??? (a .79)
• S??se?? µe p???st?µe?? (a .94)
• a internal reliability (Cronbachs alpha)
• ????p?st?a / es?te???? s???pe?a ???µ????

29
1. F?s? e??as?a?

• ???s?? p??? e?d?af???? t? e?d?? t?? d???e???
  p?? ???? s?µe?a.
• St? d???e?? µ?? ??? t? d??at?t?ta ?a pa????
  p??t?ß????e?.
• St? d???e?? µ?? ????? ?t? p??sf??? s?µa?t???
  ????????? ????.
• - ?????? f???? ? d???e?? p?? ???? e??a? ßa?et?
  ?a? µ???t???.
• - ? d???e?? µ?? e??a? µ??a??st??? -????? ?aµ??
  a?t???µ?a.
• - ?e ß??s?? e?d?af????ta ta ?a?????t? µ??.

30
2. S?????e? e??as?a?

• ??s????µa? ?t? e?????µa? se p??? ?a??? s?????e?
  e??as?a?.
• ? p?es? p?? d???µa? st? d???e?? e??a? se
  f?s???????? ep?peda.
• ?? ?????? e??as?a? µ?? e??a? ?a?? ?a? ??????.
• - ? d???e?? µ?? ??e? p??? ?????.
• - ?????? f???? ? ????as? t?? d???e??? e??a?
  ?pe?ß?????.
• - Te??? ?t? e?????µa? ??t? ap? a?t???e? s?????e?.
  

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3. ?p?d???? e??????

• ??µa? ??a??p???µ???? ap? t?? ap?d???? µ??.
• ? µ?s??? µ?? e??a? a??????? t?? e??as?a? p??
  p??sf???.
• ??s????µa? ?t? e?µa? ?a??p????µ???? st? d???e??
  p?? ????.
• - ?e ta p??s??ta p?? ???, ?a ?p?epe ?a
  p??????µa? ?a??te?a.
• - ??s????µa? ad???µ???? ap? t?? ap?d???? µ??.
• - Te??? t? s?st?µa aµ??ß?? st? d???e?? µ??,
  µ?-a?????at???.

32
4. S??se?? µe s??ad??f???

• ?? s???de?f?? µ?? e??a? f?????? p??? eµ??a.
• ?? ???µa e??as?a? e??a? s??ade?f??? ?a?
  ?p?st????t???.
• ?? s???de?f?? µ?? µe ß?????? st? d???e??, ?ta?
  t? ??e????µa?.
• - ?? ???µa µeta?? s??ad??f?? e??a? ????? ?a?
  a?ta????st???.
• - ?a?e?? s???de?f?? de? µe ß????e? ?ta? t?
  ??e????µa?.
• - ? ?a???a? s???de?f?? ???t??e? µ???? t?? ea?t?
  t??.

33
5. S??se?? µe p???st?µe??

• ? p???st?µe??? µ??
• ???a? ???t? µ?? ?ta? t?? ??e????µa?.
• ??? f??eta? ?a??.
• ???????e? s?st?µat??? ?a? d??a?a t? d???e??
  µ??.
• - ???e? ????te?a p???µata ap? µ??a ??e? e???pe??
  ???se??.
• - ?e µ?? µa?a??e? t? d???e?? de? µe e?pa?de?e?
  epa????.
• - ?e µe s?ßeta? / s?µpe??f??eta? ?s??µa.

34

• ?p?s??, ?p???e µ?a ?e???? e??t?s? a???????s?? t??
  e??as?a??? ??a??p???s?? ?? s????? (global job
  satisfaction)
• -Se ?e????? ??aµµ??, a????????ta? t? d???e?? sa?
  t??a s??????? se ????? t??? t?µe??- p?s?
  e??a??st?µ????-? ?a ???ate ?t? e?ste ap? t?
  d???e?? p?? ???ete s?µe?a (ap? 1-gt10)
• 1 -------------------------5--------------------
  --10
• ???? d?sa?e-
  ????
• st?µ????
  e??a??st?µ????

35

• ?????, ?p???e ??a e??t?µat?????? 25 e??t?se??
  ??a t? µ?t??s? t?? p??s?p???t?ta?, s?µf??a µe t?
  µ??t??? t?? µ??t??? t?? Big-Five (p??te µe?????)
  pa?a???t?? t?? p??s?p???t?ta? (Digman, 1990
  Costa McCrae, 1992 Goldberg, 1992)
• - ???st??fe?a (extraversion)
• - F?????t?ta / a?t????sµ?? (agreeableness)
• - ???a??t???t?ta / s???pe?a (conscientiousness)
• - ?e???t?sµ?? (neuroticism)
• - ?????t?t?ta st?? eµpe???a (openness
  to-experience)

36
???a?a? 1 ?p?te??sµata ???as?a??? ??a??p???s??
S?????
?at??? ??s??e?t??
??????t????
µ.?. SD µ.?. SD µ.?. SD µ.?. SD
?a?????ta?
F?s? t?? e??as?a? 36.53 38.65 36.6 37.69 43.89 27.93 30.0 42.22
S?????e? e??as?a? 6.43 39.89 7 38.86 -19.17 28.32 33.75 32.10
?p?d???? e?????? -37.23 43.70 -20 41.05 -59.44 34.66 -30.28 46.67
S??se?? µe s??ad??f??? 43.57 43.74 40.8 39.70 38.61 45.24 48.05 48.85
S??se?? µe p???st?µe?? 44.13 50.14 49.58 33.23 25.97 59.01 53.86 45.20
?? a??t??? t?µ?? a?af????ta? se ep? t??? e?at?
p?s?st? () ??a??p???s?? st??? ep?µ?????
pa?????te?.
37
-Se ?e????? ??aµµ??, a????????ta? t? d???e?? sa?
t??a s??????? se ????? t??? t?µe??- p?s?
e??a??st?µ????-? ?a ???ate ?t? e?ste ap? t?
d???e?? p?? ???ete s?µe?a (ap? 1-gt10)

• ?p?te??sµata
• 6.56 / 10 ( 1.81) S?????
• 7.16 /10 ( 1.57) ?at???
• 6.11 /10 ( 1.53) ??s??.
• 6.39 /10 ( 1.68) d?????t????

38
Ge???? e??as?a?? ??a??p???s? a?? ?µ?da
39
??a??p???s? µe s?????e? e??as?a? a?? ?µ?da
40
??a??p???s? µe ap?d???? a?? ?µ?da
41
?at? p?s?? ep??e??e? ? p??s?p???t?ta t? ?e????
e??as?a?? ??a??p???s? ??p????

• ?????? pa?????te? (µetaß??t?? p??ß?e???) t??
  ?e????? e??as?a??? ??a??p???s?? (global job
  satisfaction) ?? e?a?t?µ???? µetaß??t?? µe t?
  µ???d? t?? ß?µat???? p???ap??? pa???d??µ?s??
  (stepwise multiple regression)
• 1. F?s? e??as?a? (?R2) 33
• 2. S??se?? µe p???st?µe?? (?R2) 16
• 3. ?p?d???? (?R2) 11
• 4. ???a??t???t?ta e??a??µ???? (?R2) 4

42
???a?a? 2 ???ß??µata p?? a?af?????a? ap? t???
e??a??µe???? t?? ??s???µe??? (s????t?ta a?af????
)
???e??? e?e?d??e?µ???? p??s?p???? 28.6
??????s? s??t???sµ??- s?st?? ?ataµe??sµ?? e??as??? ?a?????t?? 17
?e?????????? e??p??sµ?? pa?a??t?ta µ??a??µ?t?? e??e??e?? ?????? 16
F??t?? e??as?a? 5.3
?p?st????? s??ad??f?? -s??e??as?a 5.3
???e??? ????t??? -a?a?????at?a 5.3
??s??? / ap?d???? 4.5
??epa???? e?pa?de?s? p??s?p???? 3.6
43
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44
S?µpe??sµata t?? ??e???? µa?

• ??sa??s?e?a e??a??µ???? µe s?????e? e??as?a? ?a?
  ap?d????.
• ?d?a?te?? d?sa??s?e?a t?? epa??e?µat???? ?µ?da?
  t?? ??s??e?t??.
• S?ßa?? p??ß??µata a?af?????a? se e??e??e??
  p??s?p????, a?ap?te?esµat??? ??????s?, pa?a??t?ta
  µ??a??µ?t??, e??e??e?? ?????? ?a? a?a??s?µ??.

45
???t?se?? µa?

• ??t?a ?a p??pe? ?a ??f???? ap? t?? ????te?a st??
  ?ate????s? t?? ep???s?? t?? p??ß??µ?t??.
• S?ßa??? ???a??t????, d?a????t????, e?pa?de?t????
  ?a? ??????µ???? pa?eµß?se?? ?a ??e?as????, ??a ?a
  ße?t???e? ? ??a??p???s? t?? e??a??µ???? ?a? ?a
  a?aßa?µ?ste? ? p??sfe??µe?? p???t?ta t??
  s?st?µat?? ??e?a?.

46
?p??????

• St????
• ?a e????????µe t? ??µ?s?? s?st?µa ??e?a?
• ?p?st??f? t?? ???µ?t?? t?? ?????a f????????µe???
  ?a? asfa??sµ???? p???t? st?? pa???? ße?t??µ????
  ?a? p???t???? ?p??es??? ??e?a?
• -------------------------------------
• ? ???a ?a epa????e? st?? ?µa??t?ta ?a?
  a???p?st?a, ??at? a?t? pe??µ????? ?? da?e?st??
  µa? (t????a) ?a? ?? d?e??e?? ???µat?p?st?t????
  a?????, a??? ?a? ? e???????? ?a??.