Professional Documents
Culture Documents
Nancy M. Desjardins
A Thesis
Submitted in Fulfillment of the
Requirements for the Degree of
Master of Science
Central Connecticut State University
New Britain, Connecticut
April 2002
Thesis Advisor
Glynis Fitzgerald, Ph.D
Department of Communication
ABSTRACT
This thesis seeks to determine if organizational values and defined behaviors
that are communicated throughout the organization can increase employee
satisfaction, commitment and performance outcomes. This research explains
how these values are defined by an organization and ways that values and
expected behaviors can be communicated to improve employee outcomes.
Past research on values and behaviors within organizations is reviewed. The
communication of stated organizational values and the relationship with
employee outcomes is evaluated between two departments within a Health
Care Organization (HCO). Questions from the Organizational Culture Survey
and the Communication Satisfaction Questionnaire are combined to measure
employee satisfaction, morale and perceived involvement in decision-making.
The organization provided data on employee absenteeism, turnover and
performance ratings. A comparative analysis was conducted by performing
an Independent Sample Test and Chi-Square which supported one of the six
hypotheses presented; departments that clearly define and communicate
stated organization values have employees that perceive they are more
involved and more participative in decision-making.
INTRODUCTION
Organizational values are a topic of discussion in many major
organizations. These values can, if properly communicated, guide the
behaviors that support an organization's mission and vision. Research has
shown that in organizations where organizational values are shared by
employees there are improved performance outcomes in for-profit
organizations (Melgino, Ravlin & Adkins, 1989). These improved
performance outcomes can increase an organizations ability to compete
within its market. With the onset of the Health Care Reform, health care
organizations, traditionally not for-profit structures needed to become more
competitive and therefore incorporate for profit business strategies. Eisenberg
(1996) notes that the health care industry has nurtured a historic immunity to
entrepreneurship (p.17). For the subject health care organization,
incorporating stated organizational values that all employees were expected
to embrace became a new business strategy.
Through this research, the relationship between clearly defined and
communicated organizational values within a hospital department and
performance outcomes of that department will be investigated. Past research
on culture, values and behaviors will be reviewed to determine the best
approach and methodology to support and measure the hypotheses.
Specifically, departmental performance measures and communication
LITERATURE REVIEW
Culture
Definition of Cultures. As organizational culture research advanced,
researchers clarified the definition of culture to include the pattern of beliefs
and expectations shared by the organizations members---which produce
norms that shape the behavior of individuals and groups in the organization
(Schwatz & Davis, 1981); symbols, language and ideology (Goldhaber, 1993);
and the collection of central values hidden in the shared myths and symbols
of that domain (Broms & Gahmberg, 1983). For this research, Charles
Conrads (1994) definition of culture will be applied:
Cultures are communicative creations. They emerge through
communication, are maintained through communication, and change
through the communicative acts of their members. Simultaneously,
communication is a cultural creation. Persons perceptions of the
cultures in which they live (both their overall culture and their
represented a more heterogeneous cultural mosaic and did not point towards
one of the four poles suggesting that more research is needed in this area.
Lastly, their research also looked at the make-values and buy-values
of organizations. The make-value organizations socialized their new hires
towards their values while the buy-value organizations hired employees that
already displayed value congruence with the organizations value set.
Variables
Independent Variable. The independent variable is the defined and
communicated expected behaviors that support the stated values of the
organization. Hartford Hospital has nine stated organizational values and
conceptual definitions (See Appendix A).
Dependent Variables. The dependent variables and their definitions
include the following:
1. Turnover Rate number of employees that have left that organization
during Calendar Year 2000.
2. Employee satisfaction a departments overall employee perception of job
satisfaction.
3. Absenteeism number of hours that employees have been absent from
work during Fiscal Year 2000.
4. Employee morale Defined as a good working relationship, respect for
workers, fairness, family, trust and organizational character(Downs,
DeWine & Greenbaum, 1994, p264).
5. Involvement in decision-making a departments overall employee
perception that he/she is involved in the decision making process and that
management encourages this involvement (Downs et el, 1994)
6. Employee Performance Evaluations a departments employee ratings
based on the employees achieving their established goals, which includes
Procedures
Independent Variable. Measurement of the independent variable
was that a department had developed observable and measurable behaviors
that support the stated values of the organization. This is measured by a
department having developed and distributed a document to communicate
defined behaviors that employees are expected to embrace in support of the
stated organizational values. For example, behaviors for an employee in
Group A that support the stated value Human Resource: We support the
professional and personal growth of employees in their pursuit of the
hospitals mission include:
1. Relates specific, measurable, attainable, relevant and timely
goals to team and department goals.
2. Acts as a preceptor for new employees
3. Attends all mandatory education for JCAHO, OSHA, and the
Department of Health.
Group A has developed a list that is included in every employees
performance evaluation process (See Appendix B).
Dependent Variables. The Organization Communication Survey tool
was used to measure the dependent variables: (1) morale (2) involvement.
This tool includes 11 questions taken from the Organizational Communication
Survey (OCS) questions that measure the dimensions of morale and
involvement (See Appendix C). Questions 2 through 8 are summed to
RESULTS
Survey Results
A total of 152 surveys were distributed. Sixty-five surveys were
distributed to group A and twenty-nine surveys were returned with a return
rate of forty-five percent. Eighty-seven surveys were distributed to the group
B with forty-five surveys returned with a fifty-two percent return rate. Overall
return rate was forty-nine percent.
The demographic information collected on the survey included gender,
age, education level and employment status. The dependent variables job
satisfaction, employee involvement and morale were all analyzed by gender,
age and education level. There was no statistical significance found in any of
the demographics.
Job Satisfaction. Group statistics revealed a slightly higher mean
for group A (see table1). The Levines test sig. was .730 therefore equal
variances were not assumed. The t-test calculated a Sig. of .198. There is
no significant difference in employee satisfaction when a department defines
and communicates the stated organizational values disconfirming H1.
Employee Morale. A higher mean was reported for Group B not
Group A. The Levines Test Sig. was .042 so equal variance can be assumed
and t-test Sig. was .585. Again no significance was found between two
departments and H2 was disconfirmed.
Mean
Levine Sig.
t-test Sig.
24
42
3.792
3.524
.730
.198
23
42
12.174
10.405
.449
.030
24
43
18.7917
19.5349
.042
.585
leave their department, a 9.18% turnover rate. All 8 employees left the
organization. Group B had a total of 14 employees leave their department.
However, 11 of those employees transferred and stayed in the organization.
Since only 2 employees left the organization, the turnover rate for Group B is
1.82%. Group Bs turnover rate is significantly lower than Group As turnover
rate with p < .01 (see table 2) and does not support H3.
Absenteeism. The results of the payroll data revealed no support for
H4. Absenteeism for Group A and Group B equaled two percent. Total hours
worked by Group A were 174,751.8 hours and total sick hours were 3,565
Group A
Group B
Total
Employees Terminated
10
Employees Stayed
84
104
188
Average # of Employees
88
110
198
Employees Terminated
10
Employees Stayed
80
108
188
Average # of Employees
88
110
198
2.67
X = 6.94
df = 1
.19
.08
p < .01
Chi Square
Employees Terminated
Employees Stayed
Group A
Group B
Total
Needs Improvement
Effective
25
32
57
Exemplary
53
67
120
Total
79
100
179
Needs Improvement
Effective
34
23
57
Exemplary
45
76
121
Total
79
100
179
Chi Square
X =
Needs Improvement
7.98
Effective
3.24
2.53
df = 2
Exemplary
1.21
1.21
p < .027
CHAPTER 4
Limitations
There were limitations in this research. One limitation was the survey
distribution. Not all employees attended their team meetings and therefore
the researcher relied on the managers to deliver the survey to the employees
References
Agle, B. & Caldwell, C. (1999). Understanding research on values in
business. Business & Society, 38 (3), 326-387.
Babbie, E. (2001). The practice of social research. Belmont, CA:
Wadsworth Thomson Learning.
Bantz, C. (1993). Understanding organizations: Interpreting organizational
communication cultures. Columbia, South Carolina: University of
South Carolina Press.
Bluedorn, A. (1982). A unified model of turnover from organizations. Human
Relations, 35, (2), 135-153.
Broms, H. & Gahmberg, H. (1983). Communication to self in organizations
and cultures. Administrative Science Quarterly, 28, 482 - 495.
Bryant, E. (1996). Statistical analysis. New York: McGraw-Hill, Inc.
Conrad, C. (1994). Strategic organizational communication: Toward the
twenty-first century. New York: Holt, Rinehart and Winston.
Cushman, D. & King, S. (1995). Communication and high speed
management. New York: State University of New York Press.
Downs, C., DeWine, S., & Greenbaum, H. (1994) Measures of
organizational communication. In Rubin, R., Palmgreen, P. & Sypher,
H. (eds.). Communication research measures: A sourcebook. New
York: The Guilford Press.
Appendix A
BEHAVIORS TO SUPPORT THE VALUES
The following behaviors describe the effective performance level for
Employees, Managers and Senior Managers. Senior Managers include
Collaborative Management Team members, Vice Presidents and
Management Council members. Managers include Directors, Managers,
Supervisors and Team Leaders. Employees include all others. Managers
are accountable for demonstrating Manager and Employee behaviors.
Senior Managers are accountable for demonstrating Senior Manager,
Manager and Employee behaviors.
Patient-centered Care: In all our endeavors, we are guided by the needs
of our patient, creating a partnership that is effective and personal
across the continuum of care.
Employees: Treats the patient as a partner in the medical plan of care.
Listens to and communicates clearly with the patient/customer regarding
needs and monitors their satisfaction. Follows through promptly on
patient/customer inquiries, requests and problems. Looks for opportunities to
promote patient/customer satisfaction.
Managers: Considers underlying patient/customer needs beyond what is
verbalized. Dedicates resources to meet those needs. Develops specialized
approaches when appropriate. Seeks patient/customer input and uses
information gained to drive greater organizational improvement.
Senior Managers: Incorporates consumer market research and focus group
information into strategic plan and goals. Addresses patient/customer needs
with a global, long-term focus. Recommends solutions and new approaches
based on this focus. May trade off immediate or simple solutions based on
their long-term impact.
Continuous Learning: We actively support outstanding programs of
education and research designed to encourage the acquisition of
knowledge and skills that are of value to the organization and the
community.
Employees: Takes responsibility for self-growth. Stays current with new
tools, methods or techniques that could improve organizational and individual
success. Recommends new approaches and welcomes others
Employees: Sets goals, plans how to achieve them, monitors progress and
demonstrates accomplishments. Knows strengths and opportunities for
improvement. Maintains credentials associated with role accountabilities.
Participates in mandatory education and training based on the expectations of
regulatory bodies. Supports the professional and personal growth of others.
Managers: Ensures that the competence of all employees is assessed,
maintained, demonstrated, documented and improved continually.
Encourages others to learn from their mistakes. Orients others regarding
specified roles and how the roles support goals. Encourages compliance with
mandatory training and education. Assists in managing others performance,
facilitates performance development opportunities, coaches others through
constructive feedback, takes corrective action when necessary and appraises
performance.
Senior Managers: Ensures goal alignment. Generates information that is
useful in achieving goals. Allows time and resources for self and others to
participate in growth opportunities.
Organizational Ethics: We are guided by ethical values that emphasize
honesty, fairness, dignity, and respect for the individual.
Employees: Acts in accordance with the organizations code of conduct.
Reports potential ethics violations to management. Considers the impact of
ones actions on others before taking action. Takes a stand, but is willing to
change position when provided with new information. Respects confidentiality
in all communications. Acts in the best interest of the organization.
Managers: Acknowledges the organizations Ethics Committee as a vehicle
for addressing patient ethics issues. Recognizes ethics issues in
management decisions. Encourages others to act responsibly in uncertain
situations. Follows through on promises and commitments. Displays
compassion while making difficult decisions. Considers the effects of ethics
violations on the organization, on oneself and on others. Leads by example.
Senior Managers: Interprets the organizations ethics standards, code of
conduct and other relevant policies. Creates an environment where self and
others can openly admit mistakes. Considers ethics issues as they affect
patients, customers, communities, society and the professions. Counsels
individuals in situations where ethics issues arise. Demonstrates
uncompromising responsibility for preventing harm to people and the
environment. Creates a nondiscriminatory environment.
Appendix B
DEPARTMENT OF RESPIRATORY CARE/RCP ASSESSMENT SHEET
PATIENT-CENTERED CARE: In all endeavors, we are guided by the needs of
our patient, creating a partnership that is effective and personal across the
continuum of care.
Description: Treats the patient as a partner in the medical plan of care.
Listens to and communicates clearly with the patient/customer regarding needs
and monitors their satisfaction. Follows through promptly on patient/customer
inquire requests and problems. Looks for opportunities to promote
patient/customer satisfaction.
Effective Performance
Exemplary Performance
(2 or more to meet exemplary)
Maintains confidentiality.
Resource for >2 specialties
(e.g.:Jet, Full
Divides assignments in an appropriate
and fair manner in order to accomplish
Bronch, MEE, Consultant,
Nitric Oxide).
>90% of work ordered as staffing allows.
Assures patient continuity of care.
Seeks opportunities to
improve customer
Demonstrates knowledge of patient care
plan.
satisfaction.
Follow through with patient care plans
Assist an support clinician in
within and across teams.
role responsibilities.
Offers suggestions for changes in
therapy based on changing patient
needs.
Exemplary Performance
(2 or more to meet exemplary)
Gives formal IS
Exemplary Performance
Acts as a Hospital interpreter
per list.
Make special arrangements
to accommodate patient
needs.
Takes a foreign language
class, sign language, or selfstudy course language.
HUMAN RESOURCE: We support the professional and personal growth of
employees in their pursuit of the hospitals mission.
Description: Sets goals, plans how to achieve them, monitors progress and
demonstrates accomplishments. Knows strengths and opportunities for
improvement. Maintains credentials associated with role accountabilities.
Participates in mandatory education and training based on the expectations of
regulatory bodies. Supports the professional and personal growth of others.
Effective Performance
Exemplary Performance
(2 or more to meet exemplary)
Relates SMART goals to
Acts as a preceptor.
team/department goals.
Provides clinical inservice to
Maintains licensure in a timely manner.
members of HCT.
Actively participates in
Attends all mandatory education for
Employee Selection
JCAHO, OSHA, HH Department of
processes.
Health.
Contributes to the ongoing
improvement of the new
employee orientation tool.
Committee Attendance.
Community participation, HCT
participation.
Active member of Employee
Council or Department
Committee.
Appendix C
To: Respiratory Care Department Staff
From: Nancy Desjardins, Graduate Student
Date: March 27, 2001
Subject: Organizational Culture Assessment
Thank you for taking the time to read this memo. I am a student enrolled in
the Organizational Communication Masters Degree Program at Central
Connecticut State University. For my masters thesis project Im looking at
the relationship between clearly defined organizational values how they relate
to a departments performance outcomes under the supervision of Dr. Glynis
Claffey. I would like to include your department in my investigation due to the
nature of the work you do and how it impacts the entire hospital. All of your
responses will be treated in total confidence and nobody outside of the
Central Connecticut State University research team will see your individual
responses.
Your participation in this study is voluntary and if you agree to participate,
please take a few moments to fill out the questionnaire. Add your comments
as you see fit. You may at any time stop your participation in this study by not
completing or returning this survey. Please return the completed survey in
the attached envelope to Nancy Desjardins, Performance Development
Department by Friday, April 6th. Thank you for your time and participation.
Feel free to contact me if you have any questions or concerns at extension
545-1852.
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Age:
a. 16-25
b. 26-35
c. 36-45
d. 46-55
e. 56-65
f. 65 or
older
Education Level
a. High School Graduate or
Equivalent
b. Partial College (at least one
year) or specialized training
c. College or University
Graduate
d. Graduate Degree
e. Other__________________
Employment Status
a. Full-Time
b. Part Time
c. Per Diem
d. Volunteer
e. Other________
____