1、1Chap 5 Training and Developmento 工作分析 工作说明/规范 人力资源规划 招募、甄选 新进员工 职前讲习 现有员工 训练 23第五项修练o 自我超越（Personal Mastery）o 改善心智模式（Improving Mental Models）o 建立共同愿景（Building Shared Visiono 团体学习（Team Learning）o 系统思考（Systems Thinking）4ISO 100155Structureo 項次單元名稱上課時o 1.TTQS架構與程系統3.0Ho 2.TTQS計畫(Plan)3.0Ho 3.TTQS設計(De
2、sign)4.5Ho 4.TTQS執(DO)3.0o 5.TTQS監控/查核/回饋(Review)3.0o 6.TTQS成果(Outcome)1.5Ho 7.學習成果（分組簡報）4.5Ho 8 成果檢測（期末測驗）1 5H66連結訓練與營運計畫願景願景營運計畫營運計畫GAP需求需求課程發展課程發展執行執行評估評估M其他輸入(個人發展)(績效分析)培訓培訓效能效能/效率效率策略策略職能分析(方法選擇)L1 L3 L2L4HR措施措施77組織經營績效的要求 策略策略經營計畫經營計畫組織的需求分析組織的需求分析其他需求其他需求職能職能-相關的需求相關的需求培訓培訓其他需求其他需求培訓需求培訓需求88
3、學習心理訓練規劃溝通能力積極性團隊取向彈性職能差距雷達圖9Managerial skillso Conceptualo Human o technical10績效需求分析o 發生麼績效問題？o 為麼發生績效問題？o 目標清楚？知或技術足？缺少環境條件？缺乏意願與態？o 是麼知、技術、態缺乏？o能力态度X技巧X知识11美英對職能與專業能的比較o 職能competency 專業能competenceo 起源 美國 英國o 目的 確認表現優秀者 確認最低標準o 焦點 人 工作/角色o 摘要 個人特質 任務/產能o 目標 經人 每個人,較少針對經人o Competency,Ability,capaci
4、ty专业能力（证照、资格），主观能力、客观能力1212訓練品質計分卡之訓練迴圈訓練品質計分卡之訓練迴圈Plan計劃關注訓練規劃與企業營運發展目標之關連性以及訓練體系之操作能力Outcome成果 著重訓練成果評估之等級與完整性、及訓練之持續改善D esign設計 著重訓練方案之系統化設計（含利益關係人之參與、與需求之結合度、遴選課程標準、採購標準程序）Do執行 強調訓練執行之落實度、訓練紀錄與管理之系統化程度Review查核 著重訓練的定期性執行綜合分析、全程監控與異常處理1313服務品質提升計畫（目標/現況缺口）改善服務職能團隊激勵 服務技術與態度訓練設備更新NoYes連結訓練與事業計畫-範例
5、服務能力不足1414變動前變動後變動原因職能分析訓練規劃SWO中國市場 開放TSWO印度崛起T印度人工成本比中國便宜人員印度相關職能不足國際語言訓練、印度文化訓練、印度法規SWOT分析持續改善範例1515顧客滿意度調查分析1616成果成果Outcomes檢核指標項目檢核指標項目書文化文件書文化文件列舉適當項目說明列舉適當項目說明1616訓練的組織擴散效果訓練的組織擴散效果 受訓員工之參訓情形能與薪酬、考核 或升遷有所結合。訓練能有效改善市場競爭優勢、營業 額、工作流程、成本控制或不良率 客訴率等營運表現。能建立訓練期間(及後續)，學員心得 與知識分享聯繫機制等（如公司內部 網路、集會、讀書會、
6、Email等）。受訓員工會對課程內容、師資等提出 具體建言 17Plano Mission,Visiono Strategy,goalo Annual Plan o Performance Gap identification&analysiso Identification of the training needso Plan,design,implementation,evaluationo Personal,organizational performanceo Monitor,result,feedback 企业：不该只是产品与服务的组合，更应是能力的组合 流程Process策略 S
7、trategy Vision Mission ValueCIS企业识别核心境争力1819願景、使命o 企業的經營使命陳述核心價值觀共同願景o 經營 使命陳述組織存在的由、我是誰？o 核心價值觀品格及為準則、我相信麼？共同願景組織所有成員大家共同願望的未景象o 重點在於願景/使命是麼，而在於願景/使命對組織能帶麼改變的動。20Strategy策略管理分析平衡計分卡策略地圖21Design o Annual goalevaluation,analysis,product,process,o Operation goalshort term middle term long term spectru
8、m o Goal&gap,Training needs,HRM22Needs Analysiso Organization:structure,finance,leadership,equipment,process,product,HRM o EmployeesKASH,payment,motivation,HRMo Identify training needso Plan,design,do,monitor,evaluationo Outcome23Ability IcebergKnowledgeSkillsPersonal CharactersSelf motivationValues
9、,believes外在、完成工做、學習而得,內在、實現事業、自我啟發、激勵24Doo 場地o 師資o 訓練、授課方式o 時間o 學員遴選o Orientation25Reviewo Implementation monitor,reviewo cognitive,affective,skillo Goal matching26Outcomeo 反應(reaction）受訓者滿意嗎?o 學習(learning)受訓者有學習效果嗎?o 為(behavior)受訓者有為改變嗎?o 結果(results）訓方案值得投資嗎?Sales,productivity,quality,turnover,cost
10、down 27The Scope of Trainingo Maintain effective performance,adjust to new ways of workso Training:narrow,short term performance Development:broadening skills for future responsibilitieso Executives,managers,supervisors,rank-and-file employees 28A systems approach to trainingo Firms goal and strateg
11、yo 1.needs assessment2.program design3.implementation4.evaluationp 198,Figure 52291:conducting the needs assessment o Organization analysiso Environment:economic,public policieso Strategies:merging,acquisition,technology change,globalization,reengineering,TQM,restructuring,downsizing,empowerment,o R
12、esources:technological,financial,humano Do more with less(事半功倍，投资少、成效大）30Task analysiso Review job description,specificationo Performance,skills,knowledgeo Competency assessmentKSA,motivation,personality,charactersposition,behavior,o Position,work nature 31Personal analysiso Who needs it,needs not?o
13、 Performance deficiencyo motivation322.Designing the training programo Outside resources,assistanceo 1.instructional objectives2.trainee“readiness”3.principles of learning4.characters of the instructorso 教育训练系统建立、执行、检讨33Instructional objectiveso Skills,knowledge requiredo Attitudes to be changedo Pe
14、rformance-centered objectivetime,result 34Trainee readiness&motivationo Maturity,experienceo Receptiveness:ability to learno Motivation:willing to learn,conscientious,goal,self-discipline,persevering o Training environmentpositive reinforcement,treats&punishment,flexible,personal goal,interesting,re
15、move obstacles 35Principle of learningo Goal settingo Meaningfulness of presentationo Modeling:watching,real-lifeo Individual differenceechoic(hearing),iconic(seeing)memoryo Active practice&repetitiono Whole vs part learningo Massed vs distributed learning 36Feedback&reinforcemento Learning curve,pl
16、ateauo Spot rewardso Behavior modificationrewarded,punished or not rewarded(OB:positive/negative reinforcement,punishment,extinction迟到/加班)37Characteristic of instructorso Preparation Teaching skills,o personal manner,charactersknowledge,adaptabilitysincerity,sense of humorinterest,clear instructioni
17、ndividual assistance,enthusiasm 383.implementing the training program -nonmanagerialo On the job common drawbacks:environment,training skills,job performance criteriao Training goal,schedule,environment,atmosphere,evaluationo Prepare,Reassure,Orient,Perform,Evaluate,Reinforce&Review(p 211)39Nonmanag
18、erialo Apprenticeship，建筑、制造，服务、管理美国劳工部学徒至与训练局Office of Apprenticeship Training,Employer and Labor Service规定；知识（144/时/年），程序、工资递增、督导与设备，评估、确认 o Cooperative,internship,and government training政府、产学合作o Classroom instructiono programmed instruction:self-directedo Audiovisual methodso Simulationo E-learnin
19、g and learning management systems(LMS)，E化、虚拟教室,just-in-time elarningo Student-centered learning4041Methods for Management Developmento On the job experiencescoaching,assignment,job rotation,lateral transfer,special projects and junior boards,action learning,staff meeting,planned career progression42
20、Management development trainingo Seminars and conferenceso Case studiesproblem solving,analytical,interaction,size,o Management games and seminarso Role playinggroup,size,time,observeo Business simulation企业竞赛，现实模拟43Behavior modelingo Learning pointso Modelingo Practice and role playo Feedback and re
21、inforcement444.Training evaluationo Organizational-strategy,goalo The training-PDDROplan,design,do,review,outcome45Criteria for evaluating Trainingo Reaction反应，对训练计画的满意度？satisfaction,learning goal,achieve?recommendation,suggestiono Learning学习，学到哪些原则、事实、概念、知识knowledge,skill test,control groupo behavi
22、or行为，受训者行为有无改变？运用所学？performance o Results结果，降低成本、提升绩效？46Resultso Return on investmento Benchmarkingplan:self audit,which areas do:collect datacheck:analyze data,discover gapaction:goal,implement,monitor47Orientationo leading new employeeso Facilities,environment,people,structure,rules,norms,culture,
23、expectation,safety,job duties,payment,benefitso HRM,line managero Individual,group Orientation职前讲习o 伙伴(buddy)/辅导员(mentor)o 组织、部门、工作职前讲习o 个别、集中o 计画、分工、资料袋(orientation kit)签署收到/同意o 时间安排：半天、一天、连续；分开o 效果、评估、追踪4849Basic skills trainingo Reading,writing,computing,o Speaking,listening,problem solvingo Mana
24、ging oneself,team member,leadingo 魔鬼訓練、心靈成長、情緒管理50Team training and cross trainingo Team training,p 231process dynamics,behavior dynamics technical,interpersonal,team actiono Cross trainingdo different job,incentive to learn51Ethics trainingo Code of ethicso Decision treelegal:yes,noyes:maximize com
25、pany value?yes:if do it,ethical?no:would it be ethical if not do it?o Training,hotlines,mailbox,ethic officer 52Diversity trainingo Awareness building,skills building1.forge a strategic link2.dont settle for“Off the shelf”program3.choose training methods carefully4.document the individual and organi
26、zational benefit of the training 53Value chain54Balanced Scorecard55o Finance:获利率、资本报酬率、营收、成 长、资金周转率、cost reductiono Customer:顾客满意度、维持率、定货/收货 时间、市占率、电话反应时间o Process:作业流程、生产力、处理订单时 间、获得物料时间、品质o Learning:员工满意度、技能、训练、态度、产品/服务改善、研发/上市时间5657Strategy Map58HRM 与企业竞争力o 决策、组织、文化、o 内部流程、学习、创新o 供应商、物流、测试、品质、物流、仓储o 品牌、品质、价格、差异化o 经销商、行销、通路、仓储、物流o 服务、管控、测试
