人力资源管理的挑战

Copyright©2004South-Western.Allrightsreserved.人力资源管理的挑战全文共76页，当前为第1页。Copyright©2004South-Western.Allrightsreserved.1–21).ABriefHistoryofHumanResourceManagementTheCraftSystemMastercraftsmanandapprenticeIndustrialRevolutionMovetofactorysystemandmovetomachinesDivisionoflaborScientificManagementTaylorConductedscientificexperimentstoimproveefficiencyTheoryXHumanRelationsHawthorneexperimentsThe“Hawthorneffect”ledresearcherstoassociatesocialfactorswithworkTheoryY人力资源管理的挑战全文共76页，当前为第2页。Copyright©2004South-Western.Allrightsreserved.WorkersinherentlydislikeworkWorkersmustbecoerced,controlled,directed,threatenedwithpunishmenttogetthemtoaccomplishworkobjectivesTalentisnarrowlydistributedWorkerswilldoaslittleworkastheyarerequiredtodoMotivatedbymoneyNeedforformal,wellestablishedlinesofauthorityClearlydefinedjobsWorkerslikework,cooperative,friendlyWorkiswidelydistributedthroughouttheworkforceWorkerscanbemotivatedtoworkindependentlyManagerswhoacceptedY,wouldnotstructure,control,orcloselysupervisetheworkenvironmentEncourageself-control,motivatebyprovidingsatisfyingwork(e.g.,challengingwork)TheoryXTheoryYDouglasMcGregor'sManagementStylesManagerscouldorganize,lead,control,andmotivatepeopleindifferentways人力资源管理的挑战全文共76页，当前为第3页。Copyright©2004South-Western.Allrightsreserved.1–4NatureofHumanResourceManagementHumanResourceManagementThedesignofformalsystemsinanorganizationtoensureeffectiveandefficientuseofhumantalenttoaccomplishorganizationalgoals.Allmanagementdecisionsandpracticesthatdirectlyaffectorinfluencepeople-planning,acquiring,retaining(controllingturnover),developingortraining,performanceappraisal,compensation,safetyandhealth,familyandworklife.HRMhaswiderangeoffunctionsandareasofresponsibility.

人力资源管理的挑战全文共76页，当前为第4页。Copyright©2004South-Western.Allrightsreserved.1–5NatureofHumanResourceManagementWhoIsanHRManager?Inthecoursecarryingouttheirduties,everyoperatingmanageris,inessence,anHRmanager.HRspecialistsdesignprocessesandsystemsthatoperatingmanagershelpimplement.人力资源管理的挑战全文共76页，当前为第5页。Copyright©2004South-Western.Allrightsreserved.1–6TypicalDivisionofHRResponsibilitiesHRUnitDevelopslegal,effectiveinterviewingtechniquesTrainsmanagersinconductingselectioninterviewsConductsinterviewsandtestingSendstopthreeapplicantstomanagersforfinalreviewChecksreferencesDoesfinalinterviewingandhiringforcertainjobclassificationsManagersAdviseHRofjobopeningsDecidewhethertodoownfinalinterviewingReceiveinterviewtrainingfromHRunitDofinalinterviewingandhiringwhereappropriateReviewreferenceinformationProvidefeedbacktoHRunitonhiring/rejectiondecisionsFigure1–1人力资源管理的挑战全文共76页，当前为第6页。Copyright©2004South-Western.Allrightsreserved.1–7HRManagementCompetenciesandCareersHRGeneralistApersonwithresponsibilityforperformingavarietyofHRactivities.HRSpecialistApersonwithin-depthknowledgeandexpertiseinalimitedareaofHR.ImportantHRCapabilities:KnowledgeofbusinessandorganizationInfluenceandchangemanagementSpecificHRknowledgeandexpertise人力资源管理的挑战全文共76页，当前为第7页。Copyright©2004South-Western.Allrightsreserved.1–8QualitiesofHumanResourcesManagersResponsibilitiesAdviceandcounselServicePolicyformulationandimplementationEmployeeadvocacyCompetenciesBusinessmasteryHRmasteryChangemasteryPersonalcredibility人力资源管理的挑战全文共76页，当前为第8页。Copyright©2004South-Western.Allrightsreserved.1–9HRActivitiesHRPlanningandAnalysisEqualEmploymentOpportunityStaffingHRDevelopmentCompensationandBenefitsHealth,Safety,andSecurityEmployeeandLabor/ManagementRelations人力资源管理的挑战全文共76页，当前为第9页。Copyright©2004South-Western.Allrightsreserved.1–10HumanResourceCompetencyModelSource:ArthurYeung,WayneBrockbank,andDaveUlrich,“LowerCost,HigherValue:HumanResourceFunctioninTransformation.”ReprintedwithpermissionfromHumanResourcePlanning,Vol.17,No.3(1994).Copyright1994byTheHumanResourcePlanningSociety,317MadisonAvenue,Suite1509,NewYork,NY10017,Phone:(212)490-6387,Fax:(212)682-6851.Figure1.9PresentationSlide1–4Business

MasteryBusinessacumenCustomerorientationExternalRelationsHR

MasteryStaffingPerformanceappraisalRewardssystemCommunicationOrganizationdesignChange

MasteryInterpersonalskills

andinfluenceProblem-solvingskillsRewardssystemInnovationandcreativityPersonal

Credibility

TrustPersonal

relationshipsLivedvaluesCourage人力资源管理的挑战全文共76页，当前为第10页。Copyright©2004South-Western.Allrightsreserved.1–11HRManagementActivities人力资源管理的挑战全文共76页，当前为第11页。Copyright©2004South-Western.Allrightsreserved.1–12TraditionalandStrategicViewsofHRM

(a)Personnel-TheTraditionalViewTheOrganizationPersonnelStaffingPayTrainingResearchandDevelopmentFinanceMarketingProductionWhatisStrategicHumanResourceManagement(SHRM)?人力资源管理的挑战全文共76页，当前为第12页。Copyright©2004South-Western.Allrightsreserved.1–13DevelopingHumanCapitalHumanCapitalTheknowledge,skills,andcapabilitiesofindividualsthathaveeconomicvaluetoanorganization.Valuablebecausecapital:Isbasedoncompany-specificskills.Isgainedthroughlong-termexperience.Canbeexpandedthroughdevelopment.人力资源管理的挑战全文共76页，当前为第13页。Copyright©2004South-Western.Allrightsreserved.1–142).StrategyStrategicmanagement:setofdecisionsandsubsequentactionsusedtoformulateandimplementstrategiesthatwilloptimizethefitbetweentheorganizationanditsenvironmentinanefforttoachieveorganizationalobjectives.Competitiveadvantage:whenafirmisimplementingavaluecreatingstrategynotsimultaneouslybeingimplementedbyanycurrentorpotentialcompetitor.Sustainedcompetitiveadvantage:existsonlyaftereffortstoreplicatethatadvantagehaveceased.人力资源管理的挑战全文共76页，当前为第14页。Copyright©2004South-Western.Allrightsreserved.1–15StrategyCont.Strategicplan:theoverallblueprintthatdefineshowanorganizationwilldeployitscapitalresources,suchasbudgetaryandhumanresources,inpursuitofitsgoalsHowdoyoudevelopastrategicplan?ArticulatevaluesandmissionstatementSWOTAnalysisEstablishrealisticgoalsandobjectivesbasedontheforegoingstepsFormulateStrategiesImplementStrategies人力资源管理的挑战全文共76页，当前为第15页。Copyright©2004South-Western.Allrightsreserved.1–16CORPORATESTRATEGYHowcompanieschoosetheirmixturesofdifferentbusinessesContrastswithbusinesslevelstrategyDiversificationrelatedunrelated人力资源管理的挑战全文共76页，当前为第16页。Copyright©2004South-Western.Allrightsreserved.1–17TypesofBusinessStrategiesCostleadership:Afirmpursuingacostleadershipstrategyaggressivelyseeksefficienciesinproductionandusestightcontrolstogainanedgeoncompetitors.Differentiationstrategy:involvesanattempttosetacompany’sproductsorservicesapartfromthoseofitscompetitors.人力资源管理的挑战全文共76页，当前为第17页。Copyright©2004South-Western.Allrightsreserved.1–18LinkageofOrganizationalandHRStrategiesFigure2–4人力资源管理的挑战全文共76页，当前为第18页。Copyright©2004South-Western.Allrightsreserved.1–19StrategicGoalsHumanResourceManagementFinanceResearchandDevelopmentMarketingProductionTraditionalandStrategicViewsofHRM

(b)HRM--TheStrategicView人力资源管理的挑战全文共76页，当前为第19页。Copyright©2004South-Western.Allrightsreserved.1–20Table2.1TheoreticalPerspectivesonSHRM Universalistic Thereisonebestwaytomanagehumanresources.

StrategicHRMistheprocessoftransformingtraditional HRpracticesintoalimitedsetof“correct”HR proceduresandpolicies. StrategicFit StrategicHRMinvolvesmatchingspecificHRpractices tothefirm’soverallbusinessstrategy.

HRasinternal StrategicHRMinvolvesHRprofessionalsprovidingHR

serviceprovider servicestobusinessunitswithinthefirm.TheHRgoal istoenhancetheeffectivenessandefficiencyofthe operationsoftheirbusinessunitcustomers.Perspective DescriptionWhatisStrategicHumanResourceManagement(SHRM)?(Continued)人力资源管理的挑战全文共76页，当前为第20页。Copyright©2004South-Western.Allrightsreserved.1–21Table2.1TheoreticalPerspectivesonSHRM Configurational Therearevariousconfigurationsor“bundles”ofHR practicesthatgotogetherand,collectively,canimprove businessperformance.Certainbundlesareeffectivein certainindustriesand/orincertainbusinessconditions, whereasotherbundlesshouldbeusedinother industriesorunderdifferentbusinessCircumstances

Resource/Competency SHRMengendersorganizationalsuccessbyenhancing afirm’sabilitytoacquire,develop,use,andretain employeeswithhighcompetencelevelsrelevanttofirm activities.Perspective DescriptionWhatisStrategicHumanResourceManagement(SHRM)?(Continued)人力资源管理的挑战全文共76页，当前为第21页。Copyright©2004South-Western.Allrightsreserved.1–22CompetitiveAdvantagethroughPeopleCoreCompetenciesIntegratedknowledgesetswithinanorganizationthatdistinguishitfromitscompetitorsanddelivervaluetocustomers.Sustainedcompetitiveadvantagethroughpeopleisachievedifthesehumanresources:Havevalue.Arerareandunavailabletocompetitors.Aredifficulttoimitate.Areorganizedforsynergy.人力资源管理的挑战全文共76页，当前为第22页。Copyright©2004South-Western.Allrightsreserved.1–23- Itinvolvesdesigningandimplementingasetofinternallyconsistentpoliciesandpracticesthatensureafirm’shumancapitalcontributetotheachievementofitsbusinessobjectives.- Thisincludesbothvertical(linkingHRMpracticeswithstrategicmanagementprocess)andhorizontal(theintegrationofthevariousHRMpractices)integrationaswell.

- Additionally,linkingthepeopleofthefirm(intermsoftheirskillsandactions)tothestrategicneedsofthefirm.SHRMDefined人力资源管理的挑战全文共76页，当前为第23页。Copyright©2004South-Western.Allrightsreserved.1–24DifferentRolesforHRManagementFigure1–5人力资源管理的挑战全文共76页，当前为第24页。Copyright©2004South-Western.Allrightsreserved.1–25HRManagementRolesAdministrativeRoleClericalandadministrativesupportoperations(e.g.,payrollandbenefitswork)EmployeeAdvocateRole“Champion”foremployeeconcernsEmployeecrisismanagementRespondingtoemployeecomplaintsOperationalRoleIdentificationandimplementationofHRprogramsandpolicies—EEO,hiring,training,andotheractivitiesthatsupporttheorganization.人力资源管理的挑战全文共76页，当前为第25页。Copyright©2004South-Western.Allrightsreserved.1–26HowHRSpendsItsTimeFigure1–6Source:Adaptedfrom“HowMuchTimeShouldYourHRstaffSpendonRecruiting?”HumanResourcesDepartmentManagementReport,June2000,p.6.人力资源管理的挑战全文共76页，当前为第26页。Copyright©2004South-Western.Allrightsreserved.1–27StrategicRoleforHRHRbecomesastrategicbusinesspartnerby:FocusingondevelopingHRprogramsthatenhanceorganizationalperformance.InvolvingHRinstrategicplanningattheonset.Participatingindecisionmakingonmergers,acquisitions,anddownsizing.RedesigningorganizationsandworkprocessesAccountinganddocumentingthefinancialresultsofHRactivities.人力资源管理的挑战全文共76页，当前为第27页。Copyright©2004South-Western.Allrightsreserved.1–28OverviewofHRManagementRolesFigure1–7人力资源管理的挑战全文共76页，当前为第28页。Copyright©2004South-Western.Allrightsreserved.1–29HRManagementChallengesOrganizationalRestructuring,Mergers,andAcquisitions“Right-sizing”—eliminatingoflayersofmanagement,closingfacilities,mergingwithotherorganizations,andoutplacingworkersIntendedresultsareflatterorganizations,increasesinproductivity,quality,serviceandlowercosts.Costsaresurvivormentality,lossofemployeeloyalty,andturnoverofvaluableemployees.HRmanagersmustworktowardensuringculturalcompatibilityinmergers.人力资源管理的挑战全文共76页，当前为第29页。Copyright©2004South-Western.Allrightsreserved.1–303).HRManagementChallengesEconomicandTechnologicalChangesShiftinjobsformanufacturingandagriculturetoserviceindustriesandtelecommunications.Pressuresofglobalcompetitioncausingfirmstoadaptbyloweringcostsandincreasingproductivity.Growthofinformationtechnology(Internet).人力资源管理的挑战全文共76页，当前为第30页。Copyright©2004South-Western.Allrightsreserved.1–31JobsoftheFutureFigure1–3Source:U.S.DepartmentofLabor,BureauofLaborStatistics,2001.人力资源管理的挑战全文共76页，当前为第31页。Copyright©2004South-Western.Allrightsreserved.1–32HRManagementChallengesWorkforceAvailabilityandQualityInadequatesupplyofworkerswithneededskillsfor“knowledgejobs”EducationofworkersinbasicskillsGrowthinContingentWorkforceIncreasesintemporaryworkers,independentcontractors,leasedemployees,andpart-timerscausedby:NeedforflexibilityinstaffinglevelsIncreaseddifficultyinfiringregularemployees.Reducedlegalliabilityfromcontractemployees人力资源管理的挑战全文共76页，当前为第32页。Copyright©2004South-Western.Allrightsreserved.1–33HRManagementChallengesDemographicsandDiversityIssuesMorediversityofrace,gender,age,andethnicityintheU.S.workforceBalancingWorkandFamilyDual-careercouplesSingle-parenthouseholdsDeclineinthe“traditionalfamily”Workingmothersandfamily/childcareSingleemployee“backlash”againstfamily-orientedprograms.人力资源管理的挑战全文共76页，当前为第33页。Copyright©2004South-Western.Allrightsreserved.1–34NewMomsintheWorkforceFigure1–4Source:U.S.CensusBureau,2000.人力资源管理的挑战全文共76页，当前为第34页。Copyright©2004South-Western.Allrightsreserved.1–35EthicsandHRWhatisEthicalBehavior?What“ought”tobedone.Dimensionsofdecisionsaboutethicalissuesinmanagement:ExtendedconsequencesMultiplealternativesMixedoutcomesUncertainconsequencesPersonaleffects人力资源管理的挑战全文共76页，当前为第35页。Copyright©2004South-Western.Allrightsreserved.1–36EthicsandHR(cont’d)RespondingtoEthicalSituationsGuidedbyvaluesandpersonalbehavior“codes”thatinclude:Doesresponsemeetallapplicablelaws,regulations,andgovernmentcodes?Doesresponsecomplywithallorganizationalstandardsofethicalbehavior?Doesresponsepassthetestofprofessionalstandardsforethicalbehavior?人力资源管理的挑战全文共76页，当前为第36页。Copyright©2004South-Western.Allrightsreserved.1–37EthicalIssuesinManagementMostCommonFormsofUnethicalConductLyingtosupervisorsEmployeedruguseoralcoholabuseFalsificationofrecordsInternationalEthicalIssuesGiftgivingandbriberyDiscriminationinhiringandtreatmentAddressingEthicalIssuesCodeofethicsTrainingmanagersandemployees人力资源管理的挑战全文共76页，当前为第37页。Copyright©2004South-Western.Allrightsreserved.1–38CodeofEthicsAsamemberoftheSocietyforHumanResourceManagement,Ipledgeto:Maintainthehigheststandardsofprofessionalandpersonalconduct.StriveforpersonalgrowthinthefieldofHRM.SupporttheSociety'sgoalsandobjectivesfordevelopingthehumanresourcemanagementprofession.Encouragemyemployertomakethefairandequitabletreatmentofallemployeesaprimaryconcern.Strivetomakemyemployerprofitablebothinmonetarytermsandthroughthesupportandencouragementofeffectiveemploymentpractices.人力资源管理的挑战全文共76页，当前为第38页。Copyright©2004South-Western.Allrightsreserved.1–39CodeofEthicsCont.Instillinemployeesandthepublicasenseofconfidenceabouttheconductandintentionsofmyemployer.Maintainloyaltytomyemployerandpursueitsobjectivesinwaysthatareconsistentwiththepublicinterest.Upholdalllawsandregulationsrelatingtomyemployer'sactivities.Refrainfromusingmyofficialpositions,eitherregularorvolunteer,tosecurespecialprivilege,gainorbenefitformyself.Maintaintheconfidentialityofprivilegedinformation.Improvepublicunderstandingoftheroleofhumanresourcemanagement.人力资源管理的挑战全文共76页，当前为第39页。Copyright©2004South-Western.Allrightsreserved.1–40OverallFrameworkfor

HumanResourceManagementPresentationSlide1–1COMPETITIVE

CHALLENGESGlobalizationTechnologyManagingchangeHumancapitalResponsivenessCostcontainmentHUMAN

RESOURCESPlanningRecruitmentStaffingJobdesignTraining/developmentAppraisalCommunicationsCompensationBenefitsLaborrelationsEMPLOYEE

CONCERNSBackgrounddiversityAgedistributionGenderissuesEducationallevelsEmployeerightsPrivacyissuesWorkattitudesFamilyconcernsFigure1.1人力资源管理的挑战全文共76页，当前为第40页。Copyright©2004South-Western.Allrightsreserved.1–41CompetitiveChallengesandHumanResourcesManagementThemostpressingcompetitiveissuesfacingfirms:GoingglobalEmbracingtechnologyManagingchangeDevelopinghumancapitalRespondingtothemarketContainingcosts人力资源管理的挑战全文共76页，当前为第41页。Copyright©2004South-Western.Allrightsreserved.1–42GoingGlobalGlobalizationThetrendtowardopeningupforeignmarketstointernationaltradeandinvestment.ImpactofGlobalizationPartnershipswithforeignfirms“Anything,anywhere,anytime”marketsLowertradeandtariffbarriersNAFTA,EU,APECtradeagreementsWTOandGATT人力资源管理的挑战全文共76页，当前为第42页。Copyright©2004South-Western.Allrightsreserved.1–43GoingGlobal(cont’d)ImpactonHRMDifferentgeographies,cultures,laws,andbusinesspracticesIssues:Identifyingcapableexpatriatemanagers.Developingforeigncultureandworkpracticetrainingprograms.Adjustingcompensationplansforoverseaswork.人力资源管理的挑战全文共76页，当前为第43页。Copyright©2004South-Western.Allrightsreserved.1–44EmbracingNewTechnologyKnowledgeWorkersWorkerswhoseresponsibilitiesextendbeyondthephysicalexecutionofworktoincludeplanning,decisionmaking,andproblemsolving.TheSpreadofE-commerceTheRiseofVirtualWorkers人力资源管理的挑战全文共76页，当前为第44页。Copyright©2004South-Western.Allrightsreserved.1–45InfluenceofTechnologyinHRMHumanResourcesInformationSystem(HRIS)Computerizedsystemthatprovidescurrentandaccuratedataforpurposesofcontrolanddecisionmaking.Benefits:Storeandretrieveoflargequantitiesofdata.Combineandreconfiguredatatocreatenewinformation.Institutionalizationoforganizationalknowledge.Easiercommunications.Loweradministrativecosts,increaseproductivityandresponsetimes.人力资源管理的挑战全文共76页，当前为第45页。Copyright©2004South-Western.Allrightsreserved.1–46HumanResourceInformationSystemsHumanresourceinformationsystems(HRIS)Anintegratedsystemofhardware,software,anddatabasesdesignedtoprovideinformationusedinHRdecisionmaking.BenefitsofHRISAdministrativeandoperationalefficiencyincompilingHRdataAvailabilityofdataforeffectiveHRstrategicplanningUsesofHRISAutomationofpayrollandbenefitactivitiesEEO/affirmativeactiontracking人力资源管理的挑战全文共76页，当前为第46页。Copyright©2004South-Western.Allrightsreserved.1–47MajorUsesFor

HRInformationSystemsSource:HRandTechnologySurvey,Deloitte&ToucheandLawsonSoftware,1998.HRM1人力资源管理的挑战全文共76页，当前为第47页。Copyright©2004South-Western.Allrightsreserved.1–48UsesofanHRInformationSystem(HRIS)Figure2–12人力资源管理的挑战全文共76页，当前为第48页。Copyright©2004South-Western.Allrightsreserved.1–49ImpactofITonHRMTransformational

ImpactOperational

ImpactRelational

ImpactHRM人力资源管理的挑战全文共76页，当前为第49页。Copyright©2004South-Western.Allrightsreserved.1–50DesigningandImplementinganHRISHRISDesignIssuesWhatinformationavailableandwhatisinformationneeded?Towhatuseswilltheinformationbeput?Whatoutputformatcompatibilitywithothersystemsisrequired?Whowillbeallowedtoaccesstotheinformation?Whenandhowoftenwilltheinformationbeneeded?人力资源管理的挑战全文共76页，当前为第50页。Copyright©2004South-Western.Allrightsreserved.1–51AccessingtheHRISIntranetAnorganizational(internal)networkthatoperatesovertheInternet.ExtranetAnInternet-linkednetworkthatallowsemployeesaccesstoinformationprovidedbyexternalentities.Web-basedHRISUsesBulletinboardsDataaccessEmployeeself-serviceExtendedlinkage人力资源管理的挑战全文共76页，当前为第51页。Copyright©2004South-Western.Allrightsreserved.1–52AGuideToInternetSitesAmericanManagementAssociation(/start.htm)

AMAmembership,programs,training,etc.SocietyforHumanResourceManagement()

Currentevents,information,connections,articles.HRProfessional’sGatewaytotheInternet(/index2.html)

LinkstoHR-relatedwebpages.TrainingandDevelopmentHomepage(/trdev/)

Jobmart,traininglinks,T&Delectronicmailinglistlinks.HRM2人力资源管理的挑战全文共76页，当前为第52页。Copyright©2004South-Western.Allrightsreserved.1–53AGuideToInternetSites(cont’d)FedWorld

()

Agatewaytomanygovernmentwebsites.U.S.DepartmentofLabor

()

Jobbank,laborstatistics,pressreleases,grants,contractinformation.OccupationalSafetyandHealthResources

()

OSHA-relatedsites,governmentpages,resources,etc.AFL-CIO

(/home.htm)

Unionnews,issuepapers,pressreleases,linkstolaborsites.HRM2人力资源管理的挑战全文共76页，当前为第53页。Copyright©2004South-Western.Allrightsreserved.1–54HRMITInvestmentFactorsInitialcostsandannualmaintenancecostsFitofsoftwarepackagestotheemployeebaseAbilitytoupgradeIncreasedefficiencyandtimesavingsCompatibilitywithcurrentsystemsUser-friendlinessAvailabilityoftechnicalsupportNeedsforcustomizingTimerequiredtoimplementTrainingtimerequiredforHRandpayroll人力资源管理的挑战全文共76页，当前为第54页。Copyright©2004South-Western.Allrightsreserved.1–55ManagingChangeTypesofChangeReactivechangeChangethatoccursafterexternalforceshavealreadyaffectedperformanceProactivechangeChangeinitiatedtotakeadvantageoftargetedopportunitiesFormalchangemanagementprogramshelptokeepemployeesfocusedonthesuccessofthebusiness.人力资源管理的挑战全文共76页，当前为第55页。Copyright©2004South-Western.Allrightsreserved.1–56ManagingChangeWhyChangeEffortsFail:Notestablishingasenseofurgency.Notcreatingapowerfulcoalitiontoguidetheeffort.Lackingleaderswhohaveavision.Lackingleaderswhocommunicatethevision.Notremovingobstaclestothenewvision.Notsystematicallyplanningforandcreatingshort-term“wins.”Declaringvictorytoosoon.Notanchoringchangesinthecorporateculture.人力资源管理的挑战全文共76页，当前为第56页。Copyright©2004South-Western.Allrightsreserved.1–57RespondingtotheMarketTotalQualityManagement(TQM)Asetofprinciplesandpracticeswhosecoreideasincludeunderstandingcustomerneeds,doingthingsrightthefirsttime,andstrivingforcontinuousimprovement.SixSigmaAprocessusedtotranslatecustomerneedsintoasetofoptimaltasksthatareperformedinconcertwithoneanother.人力资源管理的挑战全文共76页，当前为第57页。Copyright©2004South-Western.Allrightsreserved.1–58RespondingtotheMarketReengineeringFundamentalrethinkingandradicalredesignofbusinessprocessestoachievedramaticimprovementsincost,quality,service,andspeed.Requiresthatmanagerscreateanenvironmentforchange.Dependsoneffectiveleadershipandcommunicationprocesses.Requiresthatadministrativesystemsbereviewedandmodified.人力资源管理的挑战全文共76页，当前为第58页。Copyright©2004South-Western.Allrightsreserved.1–59ContainingCostsDownsizingTheplannedeliminationofjobs(“headcount”).OutsourcingContractingoutsidetheorganizationtohaveworkdonethatformerlywasdonebyinternalemployees.EmployeeLeasingTheprocessofdismissingemployeeswhoarethenhiredbyaleasingcompany(whichhandlesallHR-relatedactivities)andcontractingwiththatcompanytoleasebacktheemployees.人力资源管理的挑战全文共76页，当前为第59页。Copyright©2004South-Western.Allrightsreserved.1–60DownsizingandUpsizingPercentofcompaniesreportingthatthey:*Allannualreadingsarefor12monthsendingatmidyear.Categoriesarenotmutuallyexclusive.Source:GeneKoretz,“HireMath:Fire3,Add5,”BusinessWeekOnline(March13,2000).Figure1.2人力资源管理的挑战全文共76页，当前为第60页。Copyright©2004South-Western.Allrightsreserved.1–61ContainingCosts(cont’d)HiddenCostsofLayoffSeveranceandrehiringcostsAccruedvacationandsickdaypayoutsPensionandbenefitpayoffsPotentiallawsuitsfromaggrievedworkersLossofinstitutionalmemoryandtrustinmanagementLackofstafferswhentheeconomyreboundsSurvivorswhoarerisk-averse,paranoid,andpolitical人力资源管理的挑战全文共76页，当前为第61页。Copyright©2004South-Western.Allrightsreserved.1–62ContainingCosts(cont’d)BenefitsofaNo-LayoffPolicyAfiercelyloyal,moreproductiveworkforceHighercustomersatisfactionReadinesstosnapbackwiththeeconomyArecruitingedgeWorkerswhoaren’tafraidtoinnovate,knowingtheirjobsaresafe.人力资源管理的挑战全文共76页，当前为第62页。Copyright©2004South-Western.Allrightsreserved.1–63ProductivityEnhancementsFigure1.3PresentationSlide1–2MOTIVATIONJobenrichmentPromotionsCoachingFeedbackRewardsENVIRONMENTEmpowermentTeamsLeadersupportCultureABILITYRecruitmentSelectionTrainingDevelopmentPerf=f(A,M,E)人力资源管理的挑战全文共76页，当前为第63页。Copyright©2004South-Western.Allrightsreserved.1–64SocialIssuesandHRMChangingDemographicsShrinkingpoolofentry-levelworkersProductivityIndividualdifferencesRetirementbenefitsSocialSecuritycontributionsSkillsdevelopmentUseoftemporaryemployees HRM4人力资源管理的挑战全文共76页，当前为第64页。Copyright©2004South-Western.Allrightsreserved.1–65SocialIssuesandHRM(cont’d)Employer/EmployeeConcernsJobasanentitlementRighttoworkWhistle-blowingEmploymentatwillAIDSComparableworthConcernforprivacyMandatedbenefitsHRM4人力资源管理的挑战全文共76页，当前为第