Korištenje Hill modela timskog vodstva za povećanje učinkovitosti zaposlenika pozivnih centara

master's thesis

• Title (english): Using the Hill team leadership model to increase the efficiency of call center employees
• Author: Lucija Kramer
• Mentor: Domagoj Hruška (mentor)
• Committee member: Ana Krajnović (predsjednik povjerenstva)
• Committee member: Mislav Ante Omazić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2022-05-03, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Vodstvo predstavlja popularno područje menadžmenta koje je često istraživano i o kojem se puno piše u znanstvenim i stručnim literaturama. Definicije vodstva su mnoge, ali svaka od njih ima zajedničku poveznicu, a to je da vodstvo uključuje proces utjecanja na druge u svrhu postizanja zajedničkog cilja. Timsko vodstvo kao jedan od pristupa vodstvu podrazumijeva vodstvo u timovima kao organizacijskim skupinama koje usklađuju svoje interese radi postizanja grupnih ciljeva. Teorijski dio rada u drugom poglavlju osim pojmovnog određenja vodstva uključuje i povezanost vodstva i uspješnosti organizacije te pregled osnovnih teorija vodstva. Treće poglavlje objašnjava elemente Hill modela timskog vodstva koji je glavni predmet promatranja ovog diplomskog rada te kako njegove determinante utječu na ukupnu učinkovitost modela. Taj model predstavlja koristan alat koji vođa može iskoristiti u otkrivanju problema u timu, te nudi potencijalna rješenja tih problema. U empirijskom dijelu rada istražila su se gledišta ispitanika o pitanjima koja se tiču uspješnosti timova i vodstva. Istraživanje je provedeno putem anonimnog elektronskog upitnika na uzorku od 31-og ispitanika u jednom pozivnom centru u Zagrebu. Rezultati su pokazali kako je većina ispitanika zadovoljna postojećom uspješnošću tima i vodstva, te se na temelju njih može zaključiti kako je upravljanje učinkovitošću zaposlenika unutar te organizacije uspješno.

Abstract (english)

Leadership is a popular field in management that is often researched and written about in the science literature. There are many definitions of leadership, but each has a common thing, and that is influencing others in order to achieve a common goal. Team leadership, as one of the approaches to leadership, means leading organizational groups that coordinate their interests in order to achieve group goals. Second chapter in theoretical part of the paper includes the connection between leadership and organizational performance and an overview of basic theories of leadership, in addition to the conceptual definition of leadership. The third chapter explains the elements of the Hill model of team leadership, that is the main subject of observation of this thesis, and how its determinants affect the overall effectiveness of the model. This model is a useful tool that a leader can use to identify problems in a team and offers potential solutions for those. In the empirical part of the paper, the respondents' views on issues related to the team and leadership performance were explored. The research was conducted through an anonymous questionnaire on a sample of 31 respondents in a call center in Zagreb. The results showed that most respondents are satisfied with the existing performance of the team and management. Based on them, it can be concluded that the management of employee performance within the organization is successful.

• Keywords: timsko vodstvo; Hill model; vođa; sljedbenici; uspješnost; učinkovitost
• Keywords (english): team leadership; Hill model; leader; followers; performance; efficiency
• Language: croatian
• URN:NBN: urn:nbn:hr:148:301889
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2022-05-10 09:53:55