Fatores chave de sucesso das equipas virtuais de tecnologias de informação e comunicação (TIC) em regime de outsourcing, do ponto de vista dos membros da equipa
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2015
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Este estudo pretende identificar quais os fatores que contribuem para o sucesso das equipas
virtuais de tecnologias de informação e comunicação em ambiente de outsourcing. Sabendo, à
priori, que as equipas participantes no estudo eram consideradas equipas de sucesso - de acordo
com as métricas utilizadas internamente para medir os níveis de serviço – partiu-se de uma
abordagem inovadora. Ao invés de se proceder à investigação segundo o modelo tradicional,
optou-se por dar aos membros das equipas participantes parte ativa na investigação. Através de
um questionário online feito a todos os membros das equipas participantes, e recorrendo a uma
escala de Likert, foram analisadas trinta e nove variáveis cobrindo todo o espetro de uma equipa
virtual: seleção, constituição da equipa, ambiente de trabalho e liderança. Os dados recolhidos
foram analisados através de metodologias Estatísticas, tendo sido utilizado a Análise de
Componentes Principais para Dados Categóricos (CATPCA) para validar as dimensões das
hipóteses levantadas.
Esperava-se que, do ponto de vista dos membros das equipas participantes, os temas
cultura, comunicação, objetivos, oportunidades de carreira e gestão de conflitos tivessem uma
maior relevância do que aqueles que efetivamente foram observados. No entanto, a tónica é
colocada nas principais variáveis que afetam o seu dia-a-dia: ferramentas e processos
estandardizados, definição clara de funções e responsabilidades e processo de escalonamento.
Verificou-se que, em todas as hipóteses, a variável «Team members should know what is
expected of them individually and collectively» obteve valores muito elevados, o que pode levar
a concluir que os membros das equipas consideram a definição clara das tarefas a realizar por
cada membro, em interação com os outros, o elemento central para a sua própria motivação e
empenho no trabalho em equipa. O conhecimento, quer do papel que cada um desempenha,
quer dos resultados esperados é o fator essencial que lhes permite ultrapassar dificuldades
interpessoais, alcançar o sucesso individual e, em última análise, que promove o envolvimento
pessoal e a satisfação profissional que geram o sucesso das equipas.
This study aims to identify the factors that contribute to the success of virtual teams in the information and communication technologies, working in outsourcing environment. Knowing in advance that the teams participating in the study were considered successful teams - according to the metrics used internally to measure the service levels - the option was to consider a different approach. Instead of proceeding to the study under the traditional model, it was decided that the members of the participating teams should play an active role in the research. Through an online questionnaire given to all members of the participating teams, and using a Likert scale, thirty-nine variables covering the entire spectrum of a virtual team were subject to analysis: selection, composition of the team, work environment and leadership. The data collected were analyzed using statistical methodologies, and the Analysis for Categorical Data (CATPCA) was used to validate the hypotheses’ dimensions. In terms of results it was expected that, from the members of the participating teams stand point, the themes culture, communication, goals, career opportunities and conflict management would have greater relevance than those that were observed. However, according to the respondents’ point of view, the emphasis was put on the main variables that affect their daily work: tools and standardized processes, clear roles and responsibilities and escalation process. It was found that, in all cases, the variable «Team members should know what is expected of them individually and collectively» got very high values, which may lead to the conclusion that the team members consider that the clear definition of their own tasks, in interaction with the other members, is the core for their self-motivation and commitment in team work. The members’ knowledge not only of each other’s role but also of the expected results is the essential factor that allows them to overcome interpersonal difficulties, to achieve individual success and, ultimately, fosters the personal involvement and the professional satisfaction that lead to the team success.
This study aims to identify the factors that contribute to the success of virtual teams in the information and communication technologies, working in outsourcing environment. Knowing in advance that the teams participating in the study were considered successful teams - according to the metrics used internally to measure the service levels - the option was to consider a different approach. Instead of proceeding to the study under the traditional model, it was decided that the members of the participating teams should play an active role in the research. Through an online questionnaire given to all members of the participating teams, and using a Likert scale, thirty-nine variables covering the entire spectrum of a virtual team were subject to analysis: selection, composition of the team, work environment and leadership. The data collected were analyzed using statistical methodologies, and the Analysis for Categorical Data (CATPCA) was used to validate the hypotheses’ dimensions. In terms of results it was expected that, from the members of the participating teams stand point, the themes culture, communication, goals, career opportunities and conflict management would have greater relevance than those that were observed. However, according to the respondents’ point of view, the emphasis was put on the main variables that affect their daily work: tools and standardized processes, clear roles and responsibilities and escalation process. It was found that, in all cases, the variable «Team members should know what is expected of them individually and collectively» got very high values, which may lead to the conclusion that the team members consider that the clear definition of their own tasks, in interaction with the other members, is the core for their self-motivation and commitment in team work. The members’ knowledge not only of each other’s role but also of the expected results is the essential factor that allows them to overcome interpersonal difficulties, to achieve individual success and, ultimately, fosters the personal involvement and the professional satisfaction that lead to the team success.
Descrição
Orientação : Isabel Duarte; co-orientação: Ana Lorga
Palavras-chave
GESTÃO, MESTRADO EM GESTÃO DE EMPRESAS, SUCESSO EMPRESARIAL, TRABALHO DE EQUIPA, TECNOLOGIAS DA INFORMAÇÃO E COMUNICAÇÃO, COMUNICAÇÃO VIRTUAL, OUTSOURCING, CATPCA, MANAGEMENT, BUSINESS SUCCESS, TEAM WORK, INFORMATION AND COMMUNICATION TECHNOLOGIES, VIRTUAL COMMUNICATION, OUTSOURCING, CATPCA, GESTÃO DE EMPRESAS, BUSINESS MANAGEMENT