组织诊断模型(Organizational Diagnostic Models)综述

从上世纪50年代对组织行为学研究的兴起,西方学者提出了一系列的组织诊断模型,包括:Force Field Analysis (1951)、Leavitt’s Model (1965)、 Likert System Analysis (1967)、 Open Systems Theory (1966)、 Weisbord’s Six-Box Model (1976)、Congruence Model for Organization Analysis (1977)、McKinsey 7S Framework (1981-82)、Tichy’s Technical Political Cultural (TPC) Framework (1983)、 High-Performance Programming (1984)、Diagnosing Individual and Group Behavior (1987)、The Burke-Litwin Model of Organizational Performance & Change。

(一) McKinsey 7S Framework

顾问公司常用的是McKinsey 7S Framework,从structure, strategy, systems, skills, style, staff, and shared values等七个方面对组织营运进行研究分析,但忽略了对组织外部环境的分析, 因此一般将7S作为内部营运分析的工具。

(二)Burke-Litwin Model of Organizational Performance & Change

目前国外常用的组织诊断中工具Burke-Litwin Model of Organizational Performance & Change,BL模型建立一种组织绩效的因果关系,包括组织变量有12个,在总结以往组织诊断模型的基础上基于OD实证研究建立。

12个组织变量包括:

External Environment

External conditions or situations that influence the performance of the organization, e.g.,

technology, budgets, customer requirements, and economic conditions.

Mission/Strategy

Central purpose of the organization and the approaches it uses to achieve its goals.

Leadership

How executives provide the overall direction to the organization.

Organization Culture

Beliefs, values (as well as overt and covert rules) of the organization that guide organizational

behavior.

Structure

The arrangement of functions and people to organize labor, define authority, and establish

decision making processes.

Management Practices

The day-to-day behavior of managers that is directed at organizing people and resources to

achieve the organization’s goals.

Systems

Standardized policies and processes to facilitate work, e.g., information management, rewards,

planning and budgeting.

Skills/Job Match

Skills and abilities, as well as the required work behaviors to accomplish the work.

Work Unit Climate

Employees’ perceptions of how their local unit is managed and how effectively employees and

colleagues work together.

Individual Needs and Values

Psychological factors that provide desire and worth for individual actions and thoughts.

Motivation

The desire to achieve goals, take action, and persist until satisfaction is attained.

Individual and Organizational Performance

The outcome of work performance, effort, and achievement, e.g., productivity, customer

satisfaction, service quality, and mission goals.

组织变量之间存在因果关系,并且经过国外学者的实证研究得到一定程度的证实,但缺乏跨文化的实证研究资料。运用模型可以深度了解组织绩效影响因素,尤其是对民营企业而言,以便针对性的设计组织改进方案,提高组织的赢利同时改进组织的管理系统。

流程分类方法

在进行流程优化设计时,流程的分类是头疼的问题,基于价值链(value chain) 进行的分类,是常用的一种分类方法。

在90年代中期,麦肯锡提出了core business process 的概念,所谓core business process 指导向客户端的流程,是价值链中直接提供企业增值的部分,因此也是流程优化的重点。但企业作为整体发挥作用,除了核心业务流程外,其他的流程同样具有重要的作用,不进行优化必然与已经优化的核心业务流程产生冲突,怎样界定其他的企业流程成为研究流程的关键。

有的学者提出了一二三级流程的概念,但对流程分级概念理解不统一,认为价值链为一级流程,支撑系统为二级流程,工作程序为三级流程,从流程范围看,这样的分类似乎是合理的,但从企业运作系统看,这样的分类无法界定流程的范围及流程涵盖的职能区域。有的文献对流程分类顾问认为更适合在流程优化项目中使用,其对流程的分类界定如下:

Primary processes are those that produce the company’s products or services. They therefore are known also as production processes. They deal with cases for the customer. As a rule, they are the processes that generate income for the company, and are clearly customer-oriented. Sometimes the customer is not yet known, as when firms produce to stock. Examples of primary processes are the purchase of raw materials and components, the sale of products and services, design and engineering, and production and distribution.

Secondary processes are those that support the primary ones. They therefore are also known as support processes. One important group of secondary processes concentrates upon maintaining the means of production: the purchase and maintenance of machinery, vehicles, and premises. A comparable group of processes is that involving personnel management: recruitment and selection, training, work appraisal, pay rolls, and dismissal. Financial administration is also a secondary process, as is marketing.

Tertiary processes are the managerial processes that direct and coordinate the primary and secondary processes. During these, the objectives and preconditions within which the managers of the other processes must operate are formulated, and the resources required to carry out the other processes are allocated. The managerial processes also encompass the maintenance of contacts with financiers and other stakeholders.

采用这样的流程分类方法,在流程优化项目的建议书阶段,与客户商讨确定流程优化的范围,同时在流程优化项目中,采用这样的流程分类更有利于形成企业整体的流程体系。

质性分析工具NVivo简介

质性分析(Qualitative analysis)是对研究对象进行的一种解释性研究(expiatory research )分析的过程,通常用于心理学及管理咨询业领域。

在管理咨询项目中,顾问通常会进行各种访谈,有的是为了验证一种假设,而有的是为了探究问题的原因,对后一种访谈形成的文件,采用质性分析软件进行分析,可以节省顾问很多时间,同时可以得到更为准确的结论。

目前,通常采用的软件为NVivo8.0版,由澳洲La Trobe大学Lyn Richards教授开发,软件具有极强的信息处理能力,不仅能处理WORD,PDF等格式的文档,还能处理录音与录像资料。在第一次使用时,对原来的一篇访谈记录进行了编码分析,通过对节点、自由节点的初步分析,勾划出访谈的整个逻辑思路,不仅得到了样本的一些详细的倾向性的意见,而且得到了包括子样本的倾向性的意见。

NVivo8.0版最大的特点是强有力的检索和构建能力,但由于软件的核心模块对汉语识别可能还是存在问题,目前其模型构建的能力还有待验证,但其优良的信息检索能力是无可置疑的。

管理咨询项目辅导

假期结束,又回到项目上,这几天空余时间,总在琢磨怎么在项目上设计相关的辅导内容。顾问的能力不光体现在深入细致的分析,更在于通过一种方式,将项目上的精髓传递给客户,实现客户自身能力的提升。

项目辅导可以通过两种方式实现:其一是培训与交流,其二是手把手的教练。就培训而言,明确培训的目的,充分准备培训教案与案例,在正式培训前与客户进行交流,在培训实施过程中,根据自身对问题的理解进行深度讲解,及时总结培训效果,做到这几点,顾问的培训也就能得到客户的认可;就手把手的教练而言,明确教练过程中要达到的目标,放手让客户进行实践,对结果进行评价,真诚的指出客户在实践过程中的问题,让客户恍然大悟,原来是这样的,那顾问的工作也就得到客户的认可了。

在某些项目中,项目辅导甚至比项目本身还重要,顾问在辅导过程中传递的知识与技能,对项目后期的演进与持续变革具有关键的作用。