最新版人力资源课件Chap-5-Training

1Chap5TrainingandDevelopment1Chap5TrainingandDevelopme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

2工作分析工作说明/规范

人力3第五项修练自我超越（PersonalMastery）改善心智模式（Improving

MentalModels）建立共同愿景（BuildingSharedVision团体学习（TeamLearning）系统思考（SystemsThinking）3第五项修练自我超越（PersonalMastery）4ISO100154ISO100155Structure項次單元名稱上課時數1.TTQS架構與流程系統3.0H2.TTQS計畫(Plan)3.0H3.TTQS設計(Design)4.5H4.TTQS執行(DO)3.05.TTQS監控/查核/回饋(Review)3.06.TTQS成果(Outcome)1.5H7.學習成果（分組簡報）4.5H8成果檢測（期末測驗）15H5Structure項次單元名稱上課時數66連結訓練與營運計畫願景營運計畫GAP需求課程發展執行評估M其他輸入(個人發展)(績效分析)培訓效能/效率策略職能分析(方法選擇)L1L3L2L4HR措施66連結訓練與營運計畫願景營運計畫GAP需求課程發展執行評估77組織經營績效的要求策略經營計畫組織的需求分析其他需求職能---相關的需求培訓其他需求培訓需求77組織經營績效的要求策略組織的需求分析其他需求職能--88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88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9ManagerialskillsConceptualHumantechnical9ManagerialskillsConceptual10績效需求分析

發生了什麼績效問題？為什麼發生績效問題？目標不清楚？知識或技術不足？缺少環境條件？缺乏意願與態度？是什麼「知識、技術、態度」缺乏？能力＝态度X技巧X知识10績效需求分析

發生了什麼績效問題？11美英對職能與專業能力的比較職能competency專業能力competence起源美國英國目的確認表現優秀者確認最低標準焦點人工作/角色摘要個人特質任務/產能目標經理人每個人,較少針對經理人Competency,Ability,capacity

专业能力（证照、资格），主观能力、客观能力11美英對職能與專業能力的比較職能competency1212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1212訓練品質計分卡之訓練迴圈Plan計劃Outcome1313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-範例服務能力不足1313服務品質提升計畫改善服務職能團隊激勵服務技術與態度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1414變動前變動後變動原因職能分析訓練規劃SSSWOT分析1515顧客滿意度調查分析1515顧客滿意度調查分析1616

成果Outcomes檢核指標項目書文化文件列舉適當項目說明16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、Email等）。˙受訓員工會對課程內容、師資等提出具體建言1616

成果Outcomes檢核指標項目書文化文件1617PlanMission,VisionStrategy,goalAnnualPlanPerformanceGapidentification&analysisIdentificationofthetrainingneedsPlan,design,implementation,evaluationPersonal,organizationalperformanceMonitor,result,feedback17PlanMission,Vision企业：不该只是产品与服务的组合，

更应是能力的组合VisionMissionValueCIS企业识别核心境争力策略Strategy流程Process18企业：不该只是产品与服务的组合，

更应是能19願景、使命企業的經營理念＝

使命陳述＋核心價值觀＋共同願景經營使命陳述組織存在的理由、我是誰？理念核心價值觀品格及行為準則、我相信什麼？共同願景組織所有成員大家共同願望的未來景象重點不在於願景/使命是什麼，而在於願景/使命對組織能帶來什麼改變的動力。19願景、使命企業的經營理念＝

使命陳述＋核心價值觀＋共同願20Strategy策略管理分析平衡計分卡策略地圖20Strategy策略管理分析21DesignAnnualgoal

evaluation,analysis,product,process,Operationgoal

shortterm

middleterm

longterm

spectrumGoal&gap,Trainingneeds,HRM21DesignAnnualgoal

evaluatio22NeedsAnalysisOrganization:

structure,finance,leadership,equipment,process,product,HRMEmployees

KASH,payment,motivation,HRMIdentifytrainingneedsPlan,design,do,monitor,evaluationOutcome22NeedsAnalysisOrganization:23AbilityIcebergKnowledgeSkillsPersonalCharactersSelfmotivationValues,believes外在、完成工做、學習而得,內在、實現事業、自我啟發、激勵23AbilityIcebergKnowledgePers24Do場地師資訓練、授課方式時間學員遴選Orientation24Do場地25ReviewImplementationmonitor,reviewcognitive,affective,skillGoalmatching25ReviewImplementationmonitor26Outcome反應(reaction）受訓者滿意嗎?學習(learning)受訓者有學習效果嗎?行為(behavior)受訓者有行為改變嗎?結果(results）訓練方案值得投資嗎?

Sales,productivity,quality,turnover,costdown26Outcome反應(reaction）受訓者滿意嗎?27TheScopeofTrainingMaintaineffectiveperformance,

adjusttonewwaysofworksTraining:narrow,shortterm

performance

Development:broadeningskillsfor

futureresponsibilitiesExecutives,managers,

supervisors,rank-and-fileemployees

27TheScopeofTrainingMaintai28AsystemsapproachtotrainingFirm’sgoalandstrategy1.needsassessment

2.programdesign

3.implementation

4.evaluation

p198,Figure5228Asystemsapproachtotraini291:conductingtheneedsassessmentOrganizationanalysisEnvironment:economic,publicpoliciesStrategies:

merging,acquisition,technologychange,globalization,reengineering,TQM,restructuring,downsizing,empowerment,Resources:

technological,financial,humanDomorewithless(事半功倍，投资少、成效大）291:conductingtheneedsasse30TaskanalysisReviewjobdescription,specificationPerformance,skills,knowledgeCompetencyassessment

KSA,

motivation,personality,characters

position,

behavior,Position,worknature30TaskanalysisReviewjobdesc31PersonalanalysisWhoneedsit,needsnot?Performancedeficiencymotivation31PersonalanalysisWhoneedsi322.DesigningthetrainingprogramOutsideresources,assistance1.instructionalobjectives

2.trainee“readiness”

3.principlesoflearning

4.charactersoftheinstructors教育训练系统建立、执行、检讨322.Designingthetrainingpr33InstructionalobjectivesSkills,knowledgerequiredAttitudestobechangedPerformance-centeredobjective

time,result33InstructionalobjectivesSkil34Traineereadiness&motivationMaturity,experienceReceptiveness:abilitytolearnMotivation:willingtolearn,conscientious,goal,self-discipline,perseveringTrainingenvironment

positivereinforcement,treats&punishment,flexible,personalgoal,interesting,removeobstacles34Traineereadiness&motivati35PrincipleoflearningGoalsettingMeaningfulnessofpresentationModeling:watching,real-lifeIndividualdifference

echoic(hearing),iconic(seeing)memoryActivepractice&repetitionWholevspartlearningMassedvsdistributedlearning35PrincipleoflearningGoalse36Feedback&reinforcementLearningcurve,plateauSpotrewardsBehaviormodification

rewarded,punishedornotrewarded

(OB:positive/negativereinforcement,

punishment,extinction迟到/加班)36Feedback&reinforcementLear37CharacteristicofinstructorsPreparationTeachingskills,personalmanner,characters

knowledge,adaptability

sincerity,senseofhumor

interest,clearinstruction

individualassistance,enthusiasm37Characteristicofinstructor383.implementingthetrainingprogram

--nonmanagerialOnthejob

commondrawbacks:

environment,trainingskills,jobperformancecriteriaTraininggoal,schedule,environment,atmosphere,evaluationPrepare,Reassure,Orient,Perform,

Evaluate,Reinforce&Review(p211)383.implementingthetraining39NonmanagerialApprenticeship，建筑、制造，服务、管理

美国劳工部学徒至与训练局OfficeofApprenticeshipTraining,EmployerandLaborService规定；知识（144/时/年），程序、工资递增、督导与设备，评估、确认

Cooperative,internship,andgovernmenttraining政府、产学合作Classroominstruction39NonmanagerialApprenticeship，programmedinstruction:self-directedAudiovisualmethodsSimulationE-learningandlearningmanagementsystems(LMS)，E化、虚拟教室,just-in-timeelarningStudent-centeredlearning40programmedinstruction:self-41MethodsforManagementDevelopmentOnthejobexperiences

coaching,assignment,

jobrotation,lateraltransfer,

specialprojectsandjuniorboards,

actionlearning,staffmeeting,

plannedcareerprogression41MethodsforManagementDevel42ManagementdevelopmenttrainingSeminarsandconferencesCasestudies

problemsolving,analytical,interaction,size,ManagementgamesandseminarsRoleplaying

group,size,time,observeBusinesssimulation企业竞赛，现实模拟42Managementdevelopmenttrain43BehaviormodelingLearningpointsModelingPracticeandroleplayFeedbackandreinforcement43BehaviormodelingLearningpo444.TrainingevaluationOrganizational--strategy,goalThetraining-PDDRO

plan,design,do,review,outcome444.TrainingevaluationOrgani45CriteriaforevaluatingTrainingReaction反应，对训练计画的满意度？

satisfaction,learninggoal,achieve?

recommendation,suggestionLearning学习，学到哪些原则、事实、概念、知识

knowledge,skilltest,controlgroupbehavior行为，受训者行为有无改变？

运用所学？performanceResults结果，降低成本、提升绩效？45CriteriaforevaluatingTrai46ResultsReturnoninvestmentBenchmarking

plan:selfaudit,whichareas

do:collectdata

check:analyzedata,discovergap

action:goal,implement,monitor46ResultsReturnoninvestment47OrientationleadingnewemployeesFacilities,environment,people,structure,rules,norms,culture,expectation,safety,jobduties,payment,benefitsHRM,linemanagerIndividual,group47OrientationleadingnewemploOrientation职前讲习伙伴(buddy)/辅导员(mentor)组织、部门、工作职前讲习个别、集中计画、分工、资料袋(orientationkit)

签署收到/同意时间安排：半天、一天、连续；分开效果、评估、追踪48Orientation职前讲习伙伴(buddy)/辅导员(49BasicskillstrainingReading,writing,computing,Speaking,listening,problemsolvingManagingoneself,teammember,leading魔鬼訓練、心靈成長、情緒管理49BasicskillstrainingReading50TeamtrainingandcrosstrainingTeamtraining,p231

processdynamics,behaviordynamicstechnical,interpersonal,teamaction

Crosstraining

dodifferentjob,incentivetolearn50Teamtrainingandcrosstrai51EthicstrainingCodeofethicsDecisiontree

legal:yes,no

yes:maximizecompanyvalue?

yes:ifdoit,ethical?

no:woulditbeethicalifnotdoit?Training,hotlines,mailbox,

ethicofficer51EthicstrainingCodeofethic52DiversitytrainingAwarenessbuilding,skillsbuilding

1.forgeastrategiclink

2.don’tsettlefor“Offtheshelf”

program

3.choosetrainingmethodscarefully

4.documenttheindividualand

organizationalbenefitofthe

training52DiversitytrainingAwareness53Valuechain53Valuechain54BalancedScorecard54BalancedScorecard55Finance:获利率、资本报酬率、营收、成

长、资金周转率、costreductionCustomer:顾客满意度、维持率、定货/收货

时间、市占率、电话反应时间Process:作业流程、生产力、处理订单时

间、获得物料时间、品质Learning:员工满意度、技能、训练、态度、

产品/服务改善、研发/上市时间55Finance:获利率、资本报酬率、营收、成

565657StrategyMap57StrategyMap58HRM与企业竞争力决策、组织、文化、内部流程、学习、创新供应商、物流、测试、品质、物流、仓储品牌、品质、价格、差异化经销商、行销、通路、仓储、物流服务、管控、测试58HRM与企业竞争力决策、组织、文化、59Chap5TrainingandDevelopment1Chap5TrainingandDevelopme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

60工作分析工作说明/规范

人力61第五项修练自我超越（PersonalMastery）改善心智模式（Improving

MentalModels）建立共同愿景（BuildingSharedVision团体学习（TeamLearning）系统思考（SystemsThinking）3第五项修练自我超越（PersonalMastery）62ISO100154ISO1001563Structure項次單元名稱上課時數1.TTQS架構與流程系統3.0H2.TTQS計畫(Plan)3.0H3.TTQS設計(Design)4.5H4.TTQS執行(DO)3.05.TTQS監控/查核/回饋(Review)3.06.TTQS成果(Outcome)1.5H7.學習成果（分組簡報）4.5H8成果檢測（期末測驗）15H5Structure項次單元名稱上課時數6464連結訓練與營運計畫願景營運計畫GAP需求課程發展執行評估M其他輸入(個人發展)(績效分析)培訓效能/效率策略職能分析(方法選擇)L1L3L2L4HR措施66連結訓練與營運計畫願景營運計畫GAP需求課程發展執行評估6565組織經營績效的要求策略經營計畫組織的需求分析其他需求職能---相關的需求培訓其他需求培訓需求77組織經營績效的要求策略組織的需求分析其他需求職能--6666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88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67ManagerialskillsConceptualHumantechnical9ManagerialskillsConceptual68績效需求分析

發生了什麼績效問題？為什麼發生績效問題？目標不清楚？知識或技術不足？缺少環境條件？缺乏意願與態度？是什麼「知識、技術、態度」缺乏？能力＝态度X技巧X知识10績效需求分析

發生了什麼績效問題？69美英對職能與專業能力的比較職能competency專業能力competence起源美國英國目的確認表現優秀者確認最低標準焦點人工作/角色摘要個人特質任務/產能目標經理人每個人,較少針對經理人Competency,Ability,capacity

专业能力（证照、资格），主观能力、客观能力11美英對職能與專業能力的比較職能competency7070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1212訓練品質計分卡之訓練迴圈Plan計劃Outcome7171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-範例服務能力不足1313服務品質提升計畫改善服務職能團隊激勵服務技術與態度7272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1414變動前變動後變動原因職能分析訓練規劃SSSWOT分析7373顧客滿意度調查分析1515顧客滿意度調查分析7474

成果Outcomes檢核指標項目書文化文件列舉適當項目說明16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、Email等）。˙受訓員工會對課程內容、師資等提出具體建言1616

成果Outcomes檢核指標項目書文化文件1675PlanMission,VisionStrategy,goalAnnualPlanPerformanceGapidentification&analysisIdentificationofthetrainingneedsPlan,design,implementation,evaluationPersonal,organizationalperformanceMonitor,result,feedback17PlanMission,Vision企业：不该只是产品与服务的组合，

更应是能力的组合VisionMissionValueCIS企业识别核心境争力策略Strategy流程Process76企业：不该只是产品与服务的组合，

更应是能77願景、使命企業的經營理念＝

使命陳述＋核心價值觀＋共同願景經營使命陳述組織存在的理由、我是誰？理念核心價值觀品格及行為準則、我相信什麼？共同願景組織所有成員大家共同願望的未來景象重點不在於願景/使命是什麼，而在於願景/使命對組織能帶來什麼改變的動力。19願景、使命企業的經營理念＝

使命陳述＋核心價值觀＋共同願78Strategy策略管理分析平衡計分卡策略地圖20Strategy策略管理分析79DesignAnnualgoal

evaluation,analysis,product,process,Operationgoal

shortterm

middleterm

longterm

spectrumGoal&gap,Trainingneeds,HRM21DesignAnnualgoal

evaluatio80NeedsAnalysisOrganization:

structure,finance,leadership,equipment,process,product,HRMEmployees

KASH,payment,motivation,HRMIdentifytrainingneedsPlan,design,do,monitor,evaluationOutcome22NeedsAnalysisOrganization:81AbilityIcebergKnowledgeSkillsPersonalCharactersSelfmotivationValues,believes外在、完成工做、學習而得,內在、實現事業、自我啟發、激勵23AbilityIcebergKnowledgePers82Do場地師資訓練、授課方式時間學員遴選Orientation24Do場地83ReviewImplementationmonitor,reviewcognitive,affective,skillGoalmatching25ReviewImplementationmonitor84Outcome反應(reaction）受訓者滿意嗎?學習(learning)受訓者有學習效果嗎?行為(behavior)受訓者有行為改變嗎?結果(results）訓練方案值得投資嗎?

Sales,productivity,quality,turnover,costdown26Outcome反應(reaction）受訓者滿意嗎?85TheScopeofTrainingMaintaineffectiveperformance,

adjusttonewwaysofworksTraining:narrow,shortterm

performance

Development:broadeningskillsfor

futureresponsibilitiesExecutives,managers,

supervisors,rank-and-fileemployees

27TheScopeofTrainingMaintai86AsystemsapproachtotrainingFirm’sgoalandstrategy1.needsassessment

2.programdesign

3.implementation

4.evaluation

p198,Figure5228Asystemsapproachtotraini871:conductingtheneedsassessmentOrganizationanalysisEnvironment:economic,publicpoliciesStrategies:

merging,acquisition,technologychange,globalization,reengineering,TQM,restructuring,downsizing,empowerment,Resources:

technological,financial,humanDomorewithless(事半功倍，投资少、成效大）291:conductingtheneedsasse88TaskanalysisReviewjobdescription,specificationPerformance,skills,knowledgeCompetencyassessment

KSA,

motivation,personality,characters

position,

behavior,Position,worknature30TaskanalysisReviewjobdesc89PersonalanalysisWhoneedsit,needsnot?Performancedeficiencymotivation31PersonalanalysisWhoneedsi902.DesigningthetrainingprogramOutsideresources,assistance1.instructionalobjectives

2.trainee“readiness”

3.principlesoflearning

4.charactersoftheinstructors教育训练系统建立、执行、检讨322.Designingthetrainingpr91InstructionalobjectivesSkills,knowledgerequiredAttitudestobechangedPerformance-centeredobjective

time,result33InstructionalobjectivesSkil92Traineereadiness&motivationMaturity,experienceReceptiveness:abilitytolearnMotivation:willingtolearn,conscientious,goal,self-discipline,perseveringTrainingenvironment

positivereinforcement,treats&punishment,flexible,personalgoal,interesting,removeobstacles34Traineereadiness&motivati93PrincipleoflearningGoalsettingMeaningfulnessofpresentationModeling:watching,real-lifeIndividualdifference

echoic(hearing),iconic(seeing)memoryActivepractice&repetitionWholevspartlearningMassedvsdistributedlearning35PrincipleoflearningGoalse94Feedback&reinforcementLearningcurve,plateauSpotrewardsBehaviormodification

rewarded,punishedornotrewarded

(OB:positive/negativereinforcement,

punishment,extinction迟到/加班)36Feedback&reinforcementLear95CharacteristicofinstructorsPreparationTeachingskills,personalmanner,characters

knowledge,adaptability

sincerity,senseofhumor

interest,clearinstruction

individualassistance,enthusiasm37Characteristicofinstructor963.implementingthetrainingprogram

--nonmanagerialOnthejob

commondrawbacks:

environment,trainingskills,jobperformancecriteriaTraininggoal,schedule,environment,atmosphere,evaluationPrepare,Reassure,Orient,Perform,

Evaluate,Reinforce&Review(p211)383.implementingthetraining97NonmanagerialApprenticeship，建筑、制造，服务、管理

美国劳工部学徒至与训练局OfficeofApprenticeshipTraining,EmployerandLaborService规定；知识（144/时/年），程序、工资递增、督导与设备，评估、确认

Cooperative,internship,andgovernmenttraining政府、产学合作Classroominstruction39NonmanagerialApprenticeship，programmedinstruction:self-directedAudiovisualmethodsSimulationE-learningandlearningmanagementsystems(LMS)，E化、虚拟教室,just-in-timeelarningStudent-centeredlearning98programmedinstruction:self-99MethodsforManagementDevelopmentOnthejobexperiences

coaching,assignment,

jobrotation,lateraltransfer,

specialprojectsandjuniorboards,

actionlearning,staffmeeting,

plannedcareerprogression41MethodsforManagementDevel100ManagementdevelopmenttrainingSeminarsandconferencesCasestudies

problemsolving,analytical,interaction,size,ManagementgamesandseminarsRoleplaying

group,size,time,observeBusinesssimulation企业竞赛，现实模拟42Managementdevelopmenttrain101BehaviormodelingLearningpointsModelingPracticeandroleplayFeedbackandreinforcement43BehaviormodelingLearningpo1024.TrainingevaluationOrganizational--strategy,goalThetraining-PDDRO

plan,design,do,review,outcome444.TrainingevaluationOrgani103CriteriaforevaluatingTrainingReaction反应，对训练计画的满意度？

satisfaction,learninggoal,achieve?

recommendation,suggestionLearning学习，学到哪些原则、事实、概念、知识

knowledge,skilltest,controlgroupbehavior行为，受训者