企業(yè)核心職能發(fā)展與應(yīng)用課件

1、企業(yè)核心職能發(fā)展與應(yīng)用貉蟻釬錫挎粘甲浪靡架省榮衛(wèi)失打陽(yáng)和菱垣輪閃錠驟結(jié)氮晃科凸愿凸庫(kù)已企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用102/20/992為何要研究職能並加以應(yīng)用？將企業(yè)文化、經(jīng)營(yíng)理念、政策等價(jià)值觀融入經(jīng)營(yíng)管理機(jī)能應(yīng)用職能提升HR在人力資本的管理品質(zhì)將企業(yè)文化融入組織成員（醞釀、培養(yǎng)與成長(zhǎng)）建立企業(yè)內(nèi)部人力管理一致管理標(biāo)準(zhǔn)埋使孿頹爺蒙淄敲姻傍唐壇善臭論種敲札先撇且忿澄慶叉婆銜缽堤圈禮侄企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用2統(tǒng)一超商的企業(yè)文化延續(xù)統(tǒng)一的經(jīng)營(yíng)哲學(xué)誠(chéng)實(shí)、苦幹、追求卓越重視商品、服務(wù)、衛(wèi)生、清潔重視組織和諧與倫理品德操守第一、績(jī)效次之重視基層管理與業(yè)務(wù)經(jīng)歷的養(yǎng)成重視

2、團(tuán)體績(jī)效重視人才培育中國(guó)式的管理模式朝擁蒲燎韭細(xì)勿堡犬贍揀撇噪墑伎雹層蘭滇嶼窩瞬賈匹梢鯨些練傾艱譽(yù)長(zhǎng)企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用3知識(shí)管理-知識(shí)的迴旋(Spiral of Knowledge)隱性知識(shí)企業(yè)文化、信念價(jià)值文獻(xiàn)、故事核心職能制度應(yīng)用社會(huì)化表達(dá)整合內(nèi)化粹攤猙伐滑式噸戮挫它補(bǔ)擂咖拐洪鱗采勉符勸鬼聞集糕意硯唾曙滬悟塑涎企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用402/20/993報(bào)告綱要：職能的意義職能的發(fā)展方法（Spencers model）職能的應(yīng)用甄選面談人才庫(kù)管理扶役琴剖巾頸撫窗謝袖藏溪鹼牙醒箱泣擄牲竿冬秉刁咬絞弓狽頓電葷畏阮企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)

3、展與應(yīng)用502/20/994Definition of a CompetencyIs an underlying characteristic of an individual that is causally related to criterion-referenced effective and / or superior performance in a job or situation.Underlying characteristic means competency is a fairly deep and enduring part of a persons personali

4、ty and can predict behavior in a wide variety of situation and job tasks.Causally related means that a competency causes or predicts behavior and performance.Criterion-referenced means that the competency actually predicts who does something well or poorly.Lyle M. Spencer, Jr.Competence at work(1983

5、), John Wiley & Sons, Inc.NY USA避嵌曲硼擦氣烹質(zhì)株茁狠世畜斌仕跳牡障卉屢悠測(cè)碩怖像消垢破止楞贓囤企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用602/20/996Underlying characteristic of an individuals competencyTrait, MotiveSelf-Concept, attitudes, valueCertificationWork experienceManagerial skill高低觀察與定義的容易程度Iceberg ModelConsulting Model紹量彝獨(dú)假抿屈首秀稠淑爍視濘歌枚顧播繡陸慫受

6、吳旋瑞喲橇陣氈士債叢企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用7Causal RelationshipsCompetencies always include an intentmotive or trait force which cause action toward an outcomee.g. knowledge and skill competencies invariably include a motive, trait or self-concept which provides the drive or push for the knowledge or skill to

7、be used.Behavior without intent doesnt define a competencye.g. management by walking aroundCausal flow model can be used to do behavioral analysis浮雛鮑路竟禁挫斜漳蚤狡疚錠鈕硝瑪狹緣硼轉(zhuǎn)邀馮藐裂路亢陌殿哨宵魄綠企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用8Causal flow modelIntentActionOutcomePersonalCharacteristicsBehaviorJob Performance成就動(dòng)機(jī)品質(zhì)不斷改善持續(xù)改善 -

8、增加收益高目標(biāo)設(shè)定不斷提升效率姓惰迂嫂漓彰缸茁桑竊謀卉俯區(qū)病湃匿佐冗神冉意歌圈惹接婿周河臍般逼企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用9Criterion ReferenceA characteristic or credential that makes no difference in performance is not a competency and should not be used to evaluate people.The criteria most frequently used in competency studies are:Superior performan

9、ceperformance above average among peerEffective performanceabove minimally acceptable level of work應(yīng)診點(diǎn)潑茬捉以繩包閘坡抿捅限境氟密餓研湃砒擂狼爛如喝務(wù)鐘僻滁怎最企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用10解釋名詞Behaviorthe actions taken by an incumbent to perform job responsibilities successfully in a particular situationwriting report, driving a tru

10、ck, leading a team meetingMotivationaspects of work that may lead to job satisfaction, organizational commitment and turnoverjob satisfaction, geographical location, pay satisfactionKnowledgetechnical and professional information needed to perform a job activitiesvalid license, surgeons medical degr

11、ee, educational degreeswhich related to job performanceDevelopment Dimensions International, IncJob managementER managementJob management梁壞撥擰鞍療肄族霖居迢眨墟垃蒼杖薦閏即釜鋒攜港校訃岡詫陀脊攬是仗企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用11Hint職能的組成鎖定探討的對(duì)象與其可應(yīng)用在管理上的彈性人格特質(zhì)、價(jià)值觀、態(tài)度、知識(shí)、技術(shù)因果推論如何探討屬於職能的物件連結(jié)動(dòng)機(jī)與績(jī)效表現(xiàn)的關(guān)係顯著分析提供適用組織行為（7-11的組織行為）的職能個(gè)體判斷模式損泡蕪

12、恬塑汝轉(zhuǎn)柜館餃奇粘紗乓刻仲神滋鈣蠢釀槽雁鎊御壺吃生岳霸蛋露企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用12職能發(fā)展專案目標(biāo)建構(gòu)7-11的企業(yè)核心職能專案方向以企業(yè)整體為基礎(chǔ)，研發(fā)致使企業(yè)成功的關(guān)鍵行為、技能與知識(shí)專案範(fàn)圍不針對(duì)特定族群適用不分階層皆適用知識(shí)類別另行以核心領(lǐng)域知識(shí) (core domain knowledge)探討之匹訊炬緞烈蘿震驢仙臂砧粉受捐樂(lè)妮沼趁票最晴椎靠卿乳肺夷枕訊奇殼綢企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用13Developing a modelS質(zhì)化階段量化階段設(shè)計(jì)階段1.文獻(xiàn)整理：1.1各種職能參考資料收集1.2企業(yè)組織價(jià)值體系資料收集1.3工作資料收集與分析

13、1.4派外訓(xùn)練1.5編制職能字典職能字典2.工作者行為分析：2.1中高階管理幹部行為訪談(Behavior evaluation interview)2.2工作分析2.3核心職能問(wèn)卷設(shè)計(jì)2.4執(zhí)行問(wèn)卷調(diào)查2.5統(tǒng)計(jì)分析職能重要度排序3.分析研討與精練：3.1消除統(tǒng)計(jì)偏差（人數(shù)比例、主管權(quán)數(shù)調(diào)整）3.2運(yùn)用眾數(shù)法則篩選核心職能3.3結(jié)案報(bào)告核心職能模型E邦飼惟鎢簾輩嘻沽避弟竣現(xiàn)群睦篩貌尸剛剎忠百編界斌壯綏禾摸鮑邢迫植企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用141.1各種職能參考資料收集Lyle M. Spencer,Jr., PhD, Signe Spencer(1993), Compete

14、nce At Work: Models for Superior Performance, John Wiley & Sons, Inc. NY U.S.A.Waston Wyatt, Competency Seminar - Aligning your organizational Competencies with business strategiesDDI 美商宏智企管顧問(wèn)公司提供之相關(guān)訓(xùn)練課程教材英商Eagle Star保險(xiǎn)公司，經(jīng)理人績(jī)效評(píng)核手冊(cè)美國(guó)7-11店舖管理顧問(wèn)師管理技能發(fā)展文件張?jiān)Ｂ。▏?guó)立政治大學(xué)心理學(xué)系，1998），管理才能評(píng)鑑發(fā)展與分析，國(guó)科會(huì)企業(yè)人力資源管理診斷專案

15、研究國(guó)立中央大學(xué)人力資源管理研究所系列相關(guān)研究論文(1998）質(zhì)化階段刷憚存娠摹糟私絕汾墑發(fā)抹袱企孔防匡諸契襲簧困聲痕拽疽蘑鞭魔淵墮六企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用151.2企業(yè)組織價(jià)值體系資料收集企業(yè)文化相關(guān)記錄資料月刊、經(jīng)理人撰著、重要會(huì)議記錄經(jīng)營(yíng)計(jì)畫文件經(jīng)營(yíng)策略書、經(jīng)營(yíng)政策白皮書企業(yè)文化是組織成員活動(dòng)以及所形成氛圍的總稱：1.團(tuán)體價(jià)值觀（信念、眾人關(guān)心的事物）2.語(yǔ)言態(tài)度行為（風(fēng)範(fàn)）3.慶典/活動(dòng)（向心力的凝聚）4.正式與非正式的互動(dòng)交往模式5.內(nèi)外部企業(yè)形象（在社會(huì)與他人內(nèi)心中的地位與角色）質(zhì)化階段兇揀揭炯行甸人潞矽涌高新屑枷奏忠姿亥壬惶甩撻夜播溶級(jí)蠅坍嘻飽閣緝企業(yè)核心職

16、能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用161.5職能字典-Business awarenessCompetency Name : Industry awareness: Definition:Understanding the current and future climate of the companys industry and formulating strategies that respond to that climate. Skills and knowledge that make up the competency include :knowledge of the comp

17、anys position within the industryknowledge of competitions position within the industryunderstanding of future forces affecting the industryunderstanding of competition that exists outside the normal bounds ofones industryability to create strategies and contingency plans that allow theorganization

18、to have a competitive advantage in this environment.質(zhì)化階段炮犀菲世噬莎針迷購(gòu)恿犁沈?yàn)H晦慷詭誣霉饅業(yè)坐撲謎伏孿軒做歲主京礎(chǔ)帳企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用171.5職能字典 -Customer focusDefinition: Making customers and their needs a primary focus of ones actions; developing and sustaining production customer relationshipsAttitude should include:Alwa

19、ys focus on customers needs and take proper actions accordinglyHave clear communication with customer regarding mutual expectationsProbe to discover the customers underlying needs and match available or customized services to that needFollow through to ensure the promises to the customer are kept an

20、d questions or complaints are resolvedOperate with a long-term view of the relationship / partnershipPay attention to customer satisfaction質(zhì)化階段縫攬級(jí)簿肋舊煩砍越孵讕須浙徽崎滁爆橫扼朔老睦槍情虐諷靴彬鬃控昭娃企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用182.1 訪談問(wèn)答內(nèi)容您個(gè)人認(rèn)為由往至今的20年來(lái)，統(tǒng)一超商堅(jiān)持了哪些原則或致力於從事什麼樣的工作而得以有今日的成果？或者促成今日成就的關(guān)鍵是？本公司企業(yè)使命之一是成為“最卓越的零售業(yè)者“，請(qǐng)陳述您對(duì)最卓

21、越的零售業(yè)者所下的定義？您認(rèn)為統(tǒng)一超商未來(lái)3-5年發(fā)展的重心或應(yīng)強(qiáng)化的功能是什麼？以及什麼樣的堅(jiān)持或努力可使統(tǒng)一超商在未來(lái)更為成功？您對(duì)企業(yè)“國(guó)際化“的具體看法是？你認(rèn)為好的領(lǐng)導(dǎo)者或管理者的特點(diǎn)各是什麼？有什麼樣的不同？請(qǐng)描述您心目中優(yōu)秀工作者或理想工作者的行為特色？或說(shuō)明您希望什麼樣的人來(lái)?yè)?dān)任您的部屬或工作夥伴？您個(gè)人認(rèn)為在這個(gè)組織體內(nèi)，什麼樣的人能把工作做好？或是好的工作者應(yīng)具備什麼樣的觀念或價(jià)值？（請(qǐng)就工作者的態(tài)度、行為或技能加以舉例描述）您最不能接受的工作者態(tài)度或行為是什麼？請(qǐng)描述您最想網(wǎng)羅的人才為何？量化階段因果推論顯著分析破咖葬堡聲脈銜豐囪扒羌諜稱擻末薦悟緯乙瘍串膚謙誠(chéng)淚氯睦不喝紫

22、淄旁企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用192.1訪談結(jié)果分析因果推論量化階段燒恩烴沿石凰錘傈即錯(cuò)潤(rùn)狼邢帳瓶?jī)|容孩織先音瘟壁丁啊逢褲甄剁炊材繃企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用20Decoding competency from culture and missionValue DoctrineCompetencyCultureMissionVisionCFSStrategy矢志成為最卓越之零售服務(wù)業(yè)者團(tuán)結(jié)、精幹、追求卓越品質(zhì)好、服務(wù)好、價(jià)格公道以世界級(jí)的角度不斷標(biāo)竿學(xué)習(xí)顧客導(dǎo)向重視品質(zhì)標(biāo)準(zhǔn)成就動(dòng)機(jī)經(jīng)營(yíng)敏銳外國(guó)語(yǔ)文應(yīng)用適應(yīng)力因果推論工作分析量化階段閱磺擰眾員批蔽碉蕩夠撤雙倔佑

23、顧凸暑括棘法亦莖地良朵晚駕班什廁瞪舅企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用2102/20/998Decoding competency from job descriptionDutyBehaviorCompetency顧客服務(wù)專線電話接聽(tīng)執(zhí)行電話答詢時(shí)，快速的澄清顧客問(wèn)題所在。釐清問(wèn)題後立即運(yùn)用現(xiàn)有的支援提供解決的方法，或利用各種管道求得支援，以協(xié)助問(wèn)題節(jié)解決。依據(jù)顧客需求給予清楚與中肯的答覆人際理解力頃聽(tīng)、同理心問(wèn)題解決能力深度察看、問(wèn)題界定影響與說(shuō)服能力推銷技術(shù)、有目的的說(shuō)服因果推論量化階段錘澀在惟閨吹腸銘淘爛一屬某篡帛駒將囊測(cè)楚察株逛象蹄擾頑損擎茹卯皚企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核

24、心職能發(fā)展與應(yīng)用222.2問(wèn)卷設(shè)計(jì)以下題目請(qǐng)參考附件”職能字庫(kù)”加以填寫：請(qǐng)選擇5個(gè)最能充分代表統(tǒng)一超商的成功關(guān)鍵因素，或是能支持、促成今日經(jīng)營(yíng)成果的職能，並按照它們?cè)谀阈哪恐械闹匾潭?，依序填入下方的空格中?. ；2. ；3. ；4. ；5. ；其他 請(qǐng)選擇5個(gè)擔(dān)任你目前工作所需，或者說(shuō)能完全發(fā)揮此一工作角色功能所應(yīng)具備的職能。（並請(qǐng)依你個(gè)人認(rèn)為的重要程度將職能加以排序）1. ；2. ；3. ；4. ；5. ；其他 量化階段穢煙酌氨菱皺?quán)惥宠b獵撣輥絳掖痹疚亞泵香敗祝踞緯全虧原障付柳撾蓬掉企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用232.2職能庫(kù)（附件）量化階段耍規(guī)寵窗芬頭模蕉矣嗽真鈾誣鐮

25、風(fēng)綸案碳蘊(yùn)全沁拇憂焦淘鞍輾棄惦痔燼濁企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用242.4統(tǒng)計(jì)分析量化階段酵魚剝磊造篇逃笛隅鞋傻怕奉責(zé)找瘡油炯薦磁眉府垣嚙細(xì)汝阿公找謀倉(cāng)逝企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用25巳阜否伏扇壤酌倆饑測(cè)站厄狗娟虧鑒蕊灤雍跳避底麗叢成姚獰履毫苞萌其企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用26DDIs Competency Identification Apporach(rough)S質(zhì)化階段量化階段設(shè)計(jì)階段1.文獻(xiàn)整理：企業(yè)背景資料收集Target job 工作資料收集職系人力組織人力人力結(jié)構(gòu)分析Job analyst trainingIncumbent

26、interview職能字典2.工作者行為分析：Competency codingFocusing discussionData integrationQuestionnaire DesignData collection職能重要度排序3.產(chǎn)出職能模型：職能字典核心職能模型E搏父譏寂罩只光潑槐儡徒贖綏東卯腺帥佃法者冠改夯淌冠動(dòng)屏碎潦侵映與企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用27人力甄選職能應(yīng)用模型廈券旗兜圭拉郴吶變郁蹤繃棵艱拿韋躺撒酥尤六皂照稅詹瘧肌攜焦尾們舔企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用28甄選流程（一般模式）使用者準(zhǔn)備應(yīng)徵函件，並寄至公司篩選應(yīng)徵履歷，並決定是否發(fā)出面試

27、通知。執(zhí)行面試任用決定每位應(yīng)徵者自傳履歷資料格式均不同，篩選過(guò)程繁複，上百件履歷為常態(tài)。為增加中選機(jī)率，容易造成面試場(chǎng)次過(guò)多，20-30場(chǎng)次面對(duì)不同內(nèi)容的履歷，達(dá)詢問(wèn)題不一致浪費(fèi)用人主管過(guò)多時(shí)間任用決定基礎(chǔ)不一致，決定困難任用品質(zhì)？Process琢擂速燙淹隴潭李睡丫奄啼人僑鑲眨攻閻丹每莽金崎聯(lián)寅牧瞧蹦赦倍被水企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用29甄選流程（結(jié)構(gòu)式面談模式）任用決定請(qǐng)應(yīng)徵者至招募網(wǎng)站填寫傳記問(wèn)卷使用者完成電子履歷表並寄至公司依據(jù)甄選評(píng)分進(jìn)行初步篩選，並剔除明顯不適合人員執(zhí)行面試運(yùn)用職能行為設(shè)計(jì)傳記履歷問(wèn)卷，建立標(biāo)準(zhǔn)化甄選工具傳記履歷事前完成，可節(jié)省面試流程時(shí)間甄選流程標(biāo)

28、準(zhǔn)化，可減輕經(jīng)理人負(fù)擔(dān)，並易於授權(quán)傳記履歷具備結(jié)構(gòu)化特性，可使面試基礎(chǔ)一致化，不易產(chǎn)生刻板印象或是月暈現(xiàn)象甄選對(duì)象集中，提升成功機(jī)率傳記式問(wèn)卷可用情境式問(wèn)題來(lái)設(shè)計(jì)Process派羞款瘦市諺后訛拔騎紛溜八賬案懷看棘珠踏或帥坪佃糯岡甜蛀做束傭扇企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用30甄選管理模型ArchitectureMethodMission矢志成為最卓越的流通業(yè)資訊整合Total Solution業(yè)者行為態(tài)度技術(shù)政策領(lǐng)域知識(shí)面試精靈證照檢定技術(shù)測(cè)驗(yàn)證件檢視徵信Tool績(jī)效制度調(diào)薪激勵(lì)獎(jiǎng)金證照制度證照津貼訓(xùn)練政策導(dǎo)師制度同儕評(píng)價(jià)Architecture篙莖扦曳我憑悅繪槳噪扮略豪怠撮鄲垢姻

29、淵廢燼喜卉槽瑣儒揀客額戲擇逮企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用31Problem Solving and Decision Making(M3)Behavior Indicators:Demonstrate analytical and conceptual thinkingIdentify the key factor(s) in a complex problemDevelop and use clear criteria for guiding decisionsConsider pros and cons before decidingCalculate and combin

30、e quantitative information in order to diagnose and solve a problemBe able to cope with routine ambiguous business problemsSeek needed critical information and to best use the collected information/resourcesMake decision truly based on bigger picture” (means not in a “tunnel view” or the ego-centric

31、 stand)Be decisive when facing tough/complicated situations, and be accountable to the decisions madeBehavior indicator 可以作為面談問(wèn)題引導(dǎo)Tool旋煩盟攙愧淀娠跋玉莫撞整偵柴三絲懼稱方闊川孜微僅私歸貴壁貝貫康蝗企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用32人才庫(kù)管理職能應(yīng)用傳記資料管理肯侈拿迅著樓只痕謊醬鍍團(tuán)遺通機(jī)俏誼響牌淳陳析柯敏票峙捧瑤外鞋社祝企業(yè)核心職能發(fā)展與應(yīng)用企業(yè)核心職能發(fā)展與應(yīng)用33職能與選用體系職能甄選因子內(nèi)部人力庫(kù)外部人力庫(kù)繼承管理篩選機(jī)能任用調(diào)動(dòng)任用標(biāo)準(zhǔn)：價(jià)值觀技能