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      2019人力實訓之案例分析:組織定位與職能描述

      來源:環球網校 發布時間:2019-03-08 14:06:02 點擊量: 分享:

      相關推薦:各省市2019年人力資源管理師考試報名專題

      很多公司存在部門職能梳理不清,部門職能梳理重疊的同時還有一部分職能無人承擔,各部門、各崗位之間權責不清,相互推諉的現象嚴重,員工執行力差,整體部門工作效率低下,部門之間的協作配合效率也相對較低。某醫藥集團人才培訓開發中心成立初期也面臨這些問題,且相對較為嚴重,針對部門職能梳理問題,人力資源專家——是如何有效解決的呢?

      【客戶行業】醫藥行業

      【問題類型】組織定位與職能描述

      【客戶背景】

      安森(化名)醫藥集團公司是一家以藥品、生物制品、保健品等產品批發、零售連鎖、藥品生產與研發及有關增值服務為核心業務的大型企業集團,已連續多年位列中國醫藥商業企業前列。到目前為止,該公司擁有總資產60多億元,員工5000余人,下屬子公司30余家,其直營和加盟的零售連鎖藥店200余家。該醫藥集團具備向上下游客戶提供需求解決方案及增值服務的能力,并逐漸將技術增值服務延伸到了上下游產業鏈,形成了獨具特色的物流管理、供應鏈管理、醫院管理三大產品線,可以滿足客戶對技術的高要求。近年來,該醫藥集團公司發展迅速,業務量逐年增加。

      人才是企業發展的第一動力,隨著企業的迅速發展,其對各類優秀人才的需求也日益強烈。為適應企業發展對人才的需求,該集團公司原有的人力資源部轉型為內部人才培訓開發中心,其主要定位是為企業提供專業的人才開發與培養,其主要業務包括研發管理、人才評價、培訓發展三個模塊。但是,經過近兩年的運行,該中心仍存在一些管理問題,諸如組織定位不清晰、職責不明確等,基于此,該集團公司邀請人力資源專家——進駐企業,幫助企業解決人力資源管理問題,提升企業管理水平。

      【現狀問題】

      該公司成立的人才培訓開發中心的戰略定位是,通過建立科學化、系統化、標準化的人才開發培訓體系,為集團公司人才開發提供培訓、技術支持、管理咨詢等服務,服務于集團公司的整體戰略。該中心下設四個部門,分別為研發管理、人才評價、培訓發展及人事管理,分別負責相應模塊的工作職責。雖然該中心在成立之初就建立了各崗位的崗位說明書及明確的工作流程,但是,各部門之間仍存在職責不清的問題,并由此引發出一些管理問題。(1)組織工作績效低下,員工工作積極性差。各部門員工加班工作已成常態,員工也都反映工作量難以承受,甚至有的員工全年無休,員工的工作積極性也每況愈下;(2)各部門開展的職責偏離戰略定位,員工也不清楚自己該做什么工作,大多忙于事務性工作,與傳統的人事部并無區別,真正的職責往往沒有開展,比如研發管理部的主要職責是為集團公司的人才培訓開發提供方向性指導,整合協調資源促進管理項目實施等,但實際上該部門員工的工作職責多為組織培訓活動等執行性工作;(3)各部門/崗位之間推諉扯皮現象嚴重,難以追究責任。現有崗位說明書的描述較為模糊,各部門/崗位人員的職責也難以區分,很多工作職責沒有明確到底該哪個部門/崗位來承擔,比如研發管理部的工作職責之一是“為培訓項目的開展實施提供支持”,但是,“支持”的具體事項沒有明確約定,這就給各部門/崗位之間的推諉扯皮提供了契機,各部門/崗位人員相互推卸工作職責和工作責任,難以保證該中心各項工作職責的順利履行,甚至很多時候需要領導出面協調。另一方面,工作質量難以保證,履職過程中出現問題也難以追究責任,在這種情況下,也難怪員工的工作責任心不強了。(4)配合協作效率低下。該中心的工作項大多都涉及跨部門協作配合,或是跟外部其他部門協作配合,但是員工經常反映對方以“不是自身職責”的原因不配合工作,或是不情愿配合,也有員工反映不清楚自己應該找哪個部門或是哪個具體人員來協調配合,工作也難以順利開展。

      【解決方案】

      通過深入的調研分析,顧問專家團隊提出梳理各部門工作職責、建立工作界面的解決方案:

      1、 針對各部門、各崗位之間職責不清的問題,梳理各部門、各崗位的工作職責,并明確角色定位。基于該公司對人才培訓開發中心的戰略定位,明確各部門的戰略定位和所承擔的工作任務,并基于各部門的戰略定位進一步明確部門內各崗位的工作職責,將職責細化到人,形成了各崗位的崗位職責說明書。同時,明確各部門、各崗位的分工,明確責任人,強化責任意識,建立健全責任追究機制,以確保各項工作職責的順利履行。此外,對具體工作事項的工作流程進行梳理和明確,實現標準化,以進一步提高工作效率。

      2、 針對協作配合效率低下的問題,在梳理各部門/崗位的工作職責的同時,梳理了工作配合界面。針對該中心的工作特點,從三個層次對工作配合界面進行了梳理,分別是部門與部門之間工作配合界面、崗位與崗位之間的工作配合界面、該中心與公司內其他部門之間的工作配合界面。該中心的工作多為職能性工作,很多工作需要跨部門、跨崗位的配合協作,且由于該中心的定位即是為整個集團提供服務,也有一些工作涉及到該中心與公司其他部門之間的配合協作。基于此,顧問團隊提出從以上三個層面梳理工作配合界面,對需協作配合的事項、配合雙方的角色定位及具體的工作職責、協作配合的直接對接崗位、具體協作配合的工作流程等都進行了梳理,予以明確和規范,這樣員工在開展工作時,就能很清楚的知道自己該做什么、該找誰、該怎么做等,可大幅提升協作配合效率,確保工作職責的順利履行。

      【總結】

      我國很多企業都不同程度地存在職責不清的問題,各部門、各崗位的人員權責不清,部分職能重疊,也有一部分職能無人承擔,工作效率低下,再加上管理制度的不完善,導致很多部門或崗位人員推卸自身應承擔的職責,各部門之間相互推諉,員工之間相互埋怨等現象頻出,更不用提部門或崗位之間的配合協作了。案例中,該公司的人才培訓評價中心處于成立初期,且基本上沒有外部類似單位的職責分工模式作為參照,導致部門、崗位之間的職責不清問題尤為嚴重,各部門、崗位之間的協作配合效率低下。

      顧問專家團隊經過分析指出,各部門職能梳理并不能完全解決該中心目前存在的問題,提高各部門、崗位之間的協作配合效率也是解決該部門職能梳理現存問題的重點之一。因此,顧問專家團隊在明確各部門、各崗位職責的基礎上創新性的提出,從部門與部門之間、崗位與崗位之間、中心與其他部門之間三個層次梳理工作界面的部門職能梳理解決方案,明確需配合事項、配合雙方角色責任及具體職責等事項,大幅提高了協作配合效率。經過一段時間的運行,該中心領導指出各部門職能梳理的工作達到了“井然有序”的局面,各部門的核心工作職責都得到了明確的落實,中心對整個集團公司的人才服務也提上了一個新的臺階。

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