DHL Global Forwarding Case Study.pdf

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1、015-0788Organizationalculturebychangemanagement:DHLGlobalForwardingcasestudyAuthors:Prof.CamilaPapaLopes–Unisantos–camilapapa@hotmail.comAv.MonteiroLobato520–SãoVicente–55-13-9119-1183Dr.GetulioKazueAkabane–Unisantos–akabane@webrazil.com.brRuaDr.CarvalhodeMendonça144–Santos–55-11-99

2、787520Prof.RafaelMateusBarreto–Unisantos–rafael.barreto@dhl.comRuaDr.CarvalhodeMendonça144–Santos–55–13-97408776Dr.UlissesK.Shimizu–Mackenzie-ushimizu@uol.com.brAv.WashingtonLuiz1527–SãoPaulo-55-11-56861479POMS21stAnnualConferenceVancouver,CanadaMay7toMay10,20101ABSTRACTThispaperpre

3、sentsaqualitativeanalysisoftheorganizationalcultureinfluenceinmanagingchange,aboutbusinesslogistics.Itisunderstoodthattransformationonlybecomespossiblethroughthecommitmentofallcompanyprofessionals,whichisprovidedbytheorganizationalculture,asitintroducesvaluesthatbuildontheprogramsch

4、anges,methodologiesandactivities.AcasestudyaboutchangeperspectivewascarriedoutonDHLGlobalForwarding,analyzedasanexampleofacompany'soverallprogramthatresultedinmarketshareasmoreandbetterlogisticsservicescompanyintheworld.Itwasobservedthataspectsofthisprogramwereresponsibleforculturec

5、hangeinthecompany.Theresultsshowthatculturalchangewasduetoadoptionofamethodologyforimplementationofservicesthatpromotesprofessionals'involvementinthequestforcontinuousimprovementinservicedeliveryandprocesses.ThismethodologyisLeanSixSigma,whichhelpstoestablishcriteriaandprocedurescon

6、sistentwiththecompanyculture.Keywords:LeanSixSigma,ServicesCosts,Customers.INTRODUCTIONIntheservicesfield,organizationalevolutionandadministrationofprocessestargetsmodificationofvaluesandtheprofessionals'learningthatinnovationhavetoacquirenewcompetencesinordertofollowmarketdemandsan

7、dcustomers’needs.However,thereisnecessarytointroducemethodologiesandphilosophiesaddressedtochangemanagementwhen2consideringemployees’resistanceseventhebusinesscomplexityfacetothehumanactingthatitinfluencesintheproductivityandqualityintheservicesarea.ToLovelockandWirtz(2006),theprodu

8、ctivity(toworkfaste