1QUN TR V PHT TRINNGUN NHN LC THEO PHNG PHP BSC (BALANCED SCORECARD DEPLOYMENT).Chuyn gia JICA Tin s Shinichiro KawaguchiChuyn Qun tr v pht trin ngun nhn lc2Mi lin quan gia Qun tr/Pht trin Ngun Nhn lc trong Doanhnghip vi Balanced Scorecard (BSC).Chin lc cng tyChin lc cng tyChin lc Kinh doanhChin lc Kinh doanhChin lc tngPhng/B phn/phnxngChin lc tngPhng/B phn/phnxngVai tr/Trch nhimK nng/Tri thcTh lao/Khch l ra Mc tiu/Mc chThit kQun trPh hpPh hpPh hpnh gi kt quthc hin & nng lcPht trin kh nng(o to KABS)Xc nh r Vai tr/Trch nhimTiu ch (Thc hin & Kh nng)Tm nhn/Gi tr/SmnhMuc tiu/Muc chkinh doanhMuc tiu/muc chca Phng/Bphn/NhmMuc tiu/Muc chca tng c nhnBalanced ScorecardPhn tch SWOTC cu t chcPhn tchcng vic3Kt hp v tp trung ngun lc cho chin lcCc b phnkinh doanhNgun nhn lci ng qun lCng nghthng tinNgn schv u t vnNhm t cPhn nh trong chin lcTm nhn, s mnh, gi tr, mc tiu/mc ch kinh doanhTm nhn, s mnh, gi tr, mc tiu/mc ch kinh doanhChin luoc4Cc nguyn tc ca mt t chc tp trung vo chinlcThc y thayi thng qua cp lnh oS thc yQu trnh qun lH thng qun tr chin lcBin chin lcthnh mt qu trnh lin tcKt ni ngn sch v chin lcPhn tch v h thng thng tinHiu bit v chin lcBin chin lcthnh cng vichng ngy ca mi ngiNhn bit chin lcnh gi bn thnKim tra khch quanGn kt t chcvi chin lcVai tr ca cng tyiu phi n v kinh doanhiu phi dch v chungC th hochin lc thnhhnh ngS chin lcBng nh gi(Balanced Scorecards)Trungtm5Bt u t mt gi thuyt mii vi h thng qun tr chin lcXy dng mt tm nhn chin lc lu diC th hotm nhnLin lc & Kt niPhn hi &Hc hiLp k hochKinh doanhBalancedScorecard6c trng ch yu ca Balanced ScorecardNhm trin khai tm nhn, s mnh, mc tiu/mc ch kinh doanh ca Doanh nghiptheo 4 quan imGc hc hiv pht trinGc khch hngGc ti chnhBalancedScorecardGc quy trnh ni bTm nhn, s mnh, mc tiu/mc ch kinh doanhTm nhn, s mnh, mc tiu/mc ch kinh doanhKPI/KPRIKPI/KPRI KPI/KPRIKPI/KPRIKPI : Ch tiu hot ng chnh KPRI: Ch tiu nng sut chnhPhn tchSWOT Phn tchSWOT Phn tchSWOT Phn tch SWOT 7BN CHIN LC CA Mobil NAM&RPhn on th trng chnh c chnnh gi cacc khch hng quan trngTng trng li nhun gp ca i tcKho st i tcC1 Tip tc thu ht khch hng mctiuC2 Xu dng mi quan h hai bncng c li vi i tcThu ht khch hngMi quan h hai bncng c li vi i tcKhch hngROCEDng tin. V tr s d rng (so vi i th cnhtranh).Tng ph cho 1 galon phn phi (so vi ith cnh tranh)T l tng trng sn lng vs.T lngnh Doanh thu v s d ca sp NongasolineF1 Thu nhp trn vn u tF2 Tn dng ti sn sn cF3 Kh nng sinh liF4 Ti thiu ha chi phF5 Tng trng li nhunTng trng ti chnh Ti chnhThc o chin lc (KPI/KPRI) Mc tiu chin lc Ch chin lc8Kho st nhn cngBng nh gi c nhn (%)Kh nng chin lc sn cThng tin chin lc sn cL1 Mi trng cho hnh ngL2 K nng v kh nng chuyn mnch chtL3 Tip cn thng tin chin lcLc lng lao ng snsng & y nhit huytHc hi vpht trinCa sn phm mi ROIChp nhn sn phm minh gi cht lng i tcKhong cch li nhunThi gian ngh khng k hochMc hng tn khoT l lun chuyn hngChi ph hot ng vs. S cnh tranhn hng hon hoS lng cc s c v mi trngT l ngy ngh vicI1 Dch v sn phm ci tinI2 Nhm nhng quyn tt nhtI3 Lc kt qu thc hinI4 Qun tr hng tn khoI5 Ti thiu ha chi phI6 ng quy cch, ng hnI7 Ci tin EHSXy dng nhng quynNi bThc o chin lc Mc tiu chin lc Ch chinlcBN CHIN LC CA Mobil NAM&R9S CHIN LC MT CA HNG BN L THI TRANGCHIN LC NNG SUTCi tin hiu qu hot ng thng qua s dng ti u TSC v qun tr hng tn khoKPRICHIN LC TNG TRNG DOANH THUt c s tng trng n tng thng qua vic tngth phnKPITng trngli nhunTng trng Nng sutKinh nghimmua hngKh nng sn cn cho hnghon chnhGi c/Li nhunCht lngnht qunThit kthi trangHnh nhthng hiuCh t s thng trv thng hiuCh Thi trang hon hoCh Ngun lc v phn phiCh Kinh nghim mua hngC s h tngcng nghNng lcchuyn mnca nhn vinKt hpmc tiuNhn thcChin lcTi chnhKhch hngNi bHc hi vpht trinXy dngnhng quynHon thinhot ngTng gi trkhch hngXy dng hnh nh Sn phm ph hp Kinh nghim mua hngThuc hinHoch nh10XY DNG S CHIN LCK nng chin lcK hochPhn mm lp khoch cho hng hoNm 1 (50%) Nm 3 (75%) Nm 5 (90%)T l k nng chin lchin cH thng chin lc vk hochChng trnh phttrin nh my cng ty70%vo nm 385%Hng ha-T mt nh myHng ho lu khoQun tr cht lngS trung thnh cakhch hngGim 50% mi nm60%T l hon vn-Cht lng-Yu t khcS tho mn cakhch hngNhng chng trnhTng 20%Tng 12%Thu nhp hot ngTng trng ca cc cahngSng kinMc tiu(KPI/KPRI)o lngTiu ch tm kim v phn bLi nhunTng doanh thuKinh nghimmua smCht lngsn phmQun tr k hochdy chuynNh myhng AH thngmua hng/lp k hochK nngquan htrong nh myHc hiNi sinhKhch hngTi chnh11Xc nh quan h nguyn nhn-kt qu ca chinlc t c tm nhn, chng ta quan tm tikhch hngnh th no?Quan im khch hng tho mnkhch hng, qui trnhsn xut phi ni trihn im no?Quan im ni sinhNu thnh cngth chng ta tnh toncho c ngnh th no?Quan im ti chnh t ctm nhn, t chccn hc hi vci tin nh th no?Quan im hc hi v pht trinTm nhn, s mnh, gi tr,mc tiu/mc ch kinh doanhK hochQuy trnh t diln trnThc hinQuy trnh t trnxungSWOTKPI,KPRIKPI,KPRIKPI,KPRIKPI,KPRI12Quan im hc hi v pht trinNng lc chin lc Cng ngh chin lc Mi trng hnh ngK nngChia skin thcC sh tngng dng Nhn thc Kt hp Sn sng ng lcT lk nngchin lcChia skinh nghimthc tinPhm vi chin lcCng ngh Hiu bitvchin lc(%)Mc tiukt hp viBalancedScorecard(%)B nhimchung(nhng v trch yu)Tinh thn(tha mn)Chng trnhd kin(trao quyn)13M t chin lc: S bng nh gi chin lcTng gi tr ca c ngChin lc tng doanh thu Chin lc tng nng sutXy dng franchising Tng gi tr khch hng Ci tin cu trc chi phTng cngkhai thc ti snS dn u v Sn phmS thn thin vi Khch hngHon ho trong hot ngGi c Cht lng Thi gian Chc nng Dch v Quan h Thng hiuGi tr c ngROCENgun doanh thu mi Li nhun ca khch hng Chi ph tng b phn Tn dng ti snC c ca khch hng Gi c khch hngXc nhn gi tr khch hngSn phm/dch v Quan h Hnh nhXy dngFranchise(Qu trnh ci t)Tng gi trkhch hng(Qu trnh qun lkhch hng)t cs hon hotrong hot ng(Qu trnhhot ng)Lm mtcng tygng mu(Tun th php lutv mi trng)Mt lc lng lao ng sn sng v y nhit huytS tho mn ca khch hngNng lc chin lc Cng ngh chin lc Mi trng hnh ngQuan imTi chnhQuan imKhch hngQuan imNi sinhQuan imhc hiv pht trin14BSC hng ti tng lai&cc gii php h thng HRM/HRD chinlcChief Executive Management ConsultantShinichiro KawaguchiPh.D. MSC International Co., Ltd.HRM/HRD Series15BRP hng ti tng lai v HRM/HRD bngBSCTm nhn, s mnh, gi tr ct liTm nhn, s mnh, gi tr ct liMc tiu kinh doanh(ngn hn)Mc tiu kinh doanh(ngn hn)Mc tiu kinh doanh(trung v di hn)Mc tiu kinh doanh(trung v di hn)KPI Hc hi v pht trinKPI Quy trnh kinh doanhKPI Khch hngKPITi chnhCc KPI hin tiKPI Hc hi v pht trinKPI Quy trnh kinh doanhKPI Khch hngKPI Ti chnhCc KPI hng ti tng laiDng quy trnh sn xut Dng quy trnh sn xutS t chc S t chcHin tiTng lai(1/2)S nh vSWOT OS WTSO STWOWTPhn tch Tng hp16KPI PhngKPI B phnKPI NhmKPI C nhnKPI PhngKPI B phnKPI NhmKPI C nhnTiu ch thc hin cng vic(KPI)Tiu ch nng lcnh gi kt quHin tiTng lai(2/2)Phn tch v m t cng vicda trn BSCPhn tch v m t cng vicda trn BSCTiu ch nng lcTiu ch thc hin cng vic(KPI)Thit lp tiu ch nh giMa trn nng lc/k nngThit k o toMa trn nng lc/k nngThit k o toBRP hng ti tng lai v HRM/HRD bngBSCMa trn nng lc/k nngThit k o toMa trn nng lc/k nngThit k o toH thnglng thng17Chin lc kinh doanh ca Doanhnghip1) Tn cng ty (Quy m ) :2) Sn phm/Dch v chnh:4) Tm nhn:5) Nhim v/S mnh6) Mc tiu kinh doanh:Di/trung hn:Ngn hn:7) Cc KPI Doanh nghip4. Hc hi v phttrin3. Quy trnh kinhdoanh2.Khch hng1.Ti chnhCh tiu c th nhlng trung hnCh tiu c thnh lng trongngn hnCc hng mc KPI Cc nhm KPI theoBSC18Phn tch tnh hnh kinh doanh ca DoanhnghipTh phnThnhphNng thn Theo aphnga dng ho snphm/Dch vGiuNghoThch thcC hiim yuim mnhGii php W-T CSF:Gii php W-OCSF:Gii php S-TCSF:Gii php S-O CSF:Phn tch SWOT Tng hp SWOTPhn tch nh v191.2.1.2.1.2.1.2.1.2.1.2.1.2.1.2.1.2.1.2.1.2.1.2.im cn ci tin chotng laiim mnh v imyu hin ti1)M rng2) Duy tr3)Chm dt h. ng1)M rng2) Duy tr3)Chm dt h. ng1)M rng2) Duy tr3)Chm dt h. ng1)M rng2) Duy tr3)Chm dt h. ng1)M rng2) Duy tr3)Chm dt h. ng1)M rng2) Duy tr3)Chm dt h. ngChin lc B.R.P hng ti tng lai. Quytrnh KD hin tiPhn tch quy trnh kinh doanh thngqua BSC hng ti tng lai v chinlcQuy trnhKD tnglai201)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)im mnh (S) im yu (W) s tng lntrong tng laiS:W:S:W:S:W:S:W:S:W:S:W:S:W:S:W:im mnh (S) im yu (W) hin tiHng dngiao hngHng dnQLCLHng dnlp rpHng dnmua smHng dnsn xutHng dnk thutNhn nt hngPhnghu cnPhngQLCLPhng lprpPhng muasmPhng kthut snxutPhng kthut inv c kh.PhngbnhngKhchhngHng dn qui trnh kinh doanh da trn BTO ci thin F.LQui cchChi ph, slngQui cchChi ph, thi gian giao hngK hoach v inK hoch v c khDanh mc mua smK hoch lp rpK hoch kim tra QLCLDanh mc giao hng( ngy, khi lng.)Sn phm cui cngB phn vbn thnhphmTrc khikim traQLCLSau khikim traQLCL211)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)1)2)3)im mnh (S) im yu (W) s tng lntrong tng laiS:W:S:W:S:W:S:W:S:W:S:W:S:W:S:W:im mnh (S) im yu (W) hin tiKhchhngHng dn qui trnh kinh doanh da trn BTO ci thin F.L22C cu t chc B.P.R: Hin ti v tng laiCc nh u t/ban gim cBan/PhngBphnNhm/T iC cu t chc hin tiCc nh u t/ban gim cBan/PhngB phnNhm/T iC cu t chc trong tng lai23KPIs phng v b phn4. Hc hi vpht trin3.Qui trnh kinhdoanh2.Khch hng1.Ti chnhMc tiu olng trongtrung hnMc tiu olng trongngn hnCc yu t KPI ca phng Quan imBSC4. Hc hi vpht trin3.Qui trnhkinh doanh2.Khch hng1.Ti chnhMc tiu olng trongtrung hnMc tiu olng trongngn hnCc yu t KPI ca b phn Quan imBSC24KPIs nhm/t i v c nhn4. Hc hi vpht trin3.Qui trnh kinhdoanh2.Khch hng1.Ti chnhMc tiu olng trongtrung hnMc tiu olng trongngn hnCc yu t KPI ca nhm/t i Quan imBSC4. Hc hi vpht trin3.Qui trnhkinh doanh2.Khch hng1.Ti chnhMc tiu olng trongtrung hnMc tiu olng trongngn hnCc yu t KPI ca c nhn Quan imBSC25Phn tch cng vic cho BSCBng phn tch cng vic cho BSC / 2007/ /.Phng/B phn P.Sn xut./B phn sp xp. V tr Th my Tn .KPI c nhn/ti chnh: Gim chi ph tng phn Khch hng: Calin handring Qui trnh kinh doanh: gim gi Hc hi v pht trin: Pht trin k nng gii quyt vn (-5%) (trong vng 24h) ( xut mt tng) ( 7 cng c QC)Phn loi cng vic Mc khc bit KAS o to S gilm vicCng vic thng nht Cvic c tnh thch thc NhpCng vic hng ngy Cng vic hng tun Cng vic hng thngCvic hng nm/cvic btthng Cvic mang tnh sng to KL.CL.Cp/bcKnow. Confi. Skill OJT/O JT OJT 2.5h 3h 2h 1.5h 3h 3.5h 2h 2.5h 2h 2.5h 1h Off-JT 3h 2.3h 3.5h 4.2h 2h 3h OJT 23h 2h OJT 12h 2.5h[quan trngrt quan trngkh quan trngt quan trng hn], [Phn loi - ()cho ngi lnh o cao hn, cho bn thn , cho nhn vin],[S lng/Cht lngrt khkh khYu cu miChun b v tng muTn dng nhng mnh tha cn lisau khi ct daXc nhn khi lng cng vicXc nhn mc hon thnh catng phnX l nhng sai st trong cc cngon trcLn mt trong ca quai v ti xchtay ra ngoiHng dn hon thnh mt ct cadaTin hnh sa cha nh vi tiHng dn outsourcing cc mt ctca daM t kch thc dy lngt da lm dy lngCh dn cc ph kin bng kimloi ph hp vi nhauHp bn v vic giao hngXc nhn hng mu bng giyTin hnh iu chnh nh trongcng on cui cngT chc hng mu bng giyXc nhn qui cch cho vic ti sdng cc hng mu bng giy hin cT chc k ct daXc nhn thuc nhumv mucho loi da miSa cha my ct da26Miu t cng vic kt hp vi BSCMiu t cng vic kt hp vi BSC(khung MSCI-) (Bn quyn : MSC-International) 1. Tn: ng Beans, quc tch Anh ,s ID :00010 2. Ban/Phng/b phn//t: B phn kinh doanh/Phng bn bun 3. Chc v: Trng phng,Cp bc :G xx 4. Mc tiu/mc ch kinh doanh ngn hn ca phng: 3,000 000US$ 1 nm 5. KPI ca phng SttKPI & CSFK hochTh.hin Chnh Ti chnh : Chnh sch gi linh hot 1t c k hoch bn hng100% 2H s n40% Khch hng: Tng th phn ca khch hng ln, ang tng trng v quan trng. 1Tng s lng khch hngBng 12% 2Khch hng b mt iKo hn 2% 3Lng doanh s bn ca nm / s nhn vin so vi nm trc 1,5 Quy trnh kinh doanh: Kh nng sn sng v ng dng ht thng thu ht khch hng mi. 1Thit k h thng thu thp & phn tch khiu ni ca khch hng qua 3 yu t (a ra n hng sai / Lp n hng sai / Giao hng chm) Vo cui nm 2007. Hc tp & pht trin: C chng trnh o to & pht trin hiu qu & h thng nh gi nng lc 1Thit k h thng nng lc & h thng nh gi k nng Vo cui nm 2007. 2Thay th nhn sKo hn 15% 7. Miu t cng vic & Yu cu: 7-1. Vai tr chnh (KPI c nhn) F1) Hon thnh k hoch bn hng 100%. 2) H s n 35% 3) Tng s lng khch hng ln 6. 4) Mt khch nhiu nht l 2% 5) Thit k h thng thu thp & phn tch khiu ni ca khch hng qua 3 yu t (a ra n hng sai / Lp n hng sai / Giao hng chm) vo cui nm 2007 7-2. Cng vic c th 7-2-1. Cng vic hng ngy: Nhn n t hng t khch hng Kim sot vic thanh ton Gii quyt khiu ni vi khch hng Quan h vi khch hng hin ti, thu ht khch hng mi 7-2-2. Cng vic hng tun: Phn tch kt qu t c: doanh thu, chi ph, n 7-2-3. Cng vic hng thng: Son tho bo co v cng tc bn hng cho trng b phn: doanh thu, n, lng giao hng, thng & gim gi cho cc gim c & khch hng Tham d cc cuc hp hng thng vi Gim c kinh doanh nh gi kt qu cng vic v ra gii php 7-2-4. Cng vic hng nm Son tho bo co nm cho trng b phn 7-2-5. Cng vic c tnh thch thc Mng li c nhn vi khch hng T chc cc s kin c bit cho cc gim c & khch hng Thu thp thng tin v s tho mn ca khch hng Cc bo co & phn tch b sung khi Trng b phn yu cu 8. Yu cu: Eu tin tt nghip trng i hc tt nht chuyn khoa dc phm hoc thuc Eu tin c kinh nghim lm vic trong cng lnh vc hoc cng ty tng t EGii ting Nga v u tin c hiu bit v ngn ng Kazakh 9. Nng lc (Tri thc, Thi /Hnh vi v K nng: KABS) 9-1. Nng lc qun l: oKh nng thit lp quan h vi khch hng oVt qua c nhng tnh hung kh khn (stress) oSn sng & c kh nng gii quyt xung t em li kt qu tch c c cho cng ty oKh nng thu ht khch hng mi qua vic hiu c nhu cu & mong mun ca h oK phn tch gii oK nng thuyt trnh 9-2. Nng lc chuyn mn oMS Office, 1-C user oHiu bit rng v cc sn phm thuc oHiu bit rng v th trng dc phm oHiu bit su v im ring bit ca khu vc th trng m mnh ph trch oHiu bit v mong mun ca khch hng Ngy: 10/07/2007. K duyt bi:. (1/2) (2/2)27Cch xc nh mc khKh TrungbnhDMc khCao TrungbnhKhcaoThp tin cyCao Kh cao TrungbnhThp Knng & tri thcMc sn sng ca cp diCao TrungbnhKh cao Thp tin cyCao Kh cao TrungbnhThpKnng & tri thcMc sn sng ca cp diKh TngiKh kh D Cp (C. lng)Qa nhiu Nhiu Tng i TngiLng(S lng)Quan im HRDQuan im HRMNi dung cng vic28Mu nh gi kt qu thc hin (Da trn vic kt hp vi BSC)Mu nh gi kt qu thc hin (Da trn vic kt hp vi BSC)H tn ng Beans - Nc Anh S EID: EID00010Chc v Trng phng(G5) Phng Bn bun. nh gi*2Cc cng vic chnh (KPI c nhn) Mc tiu o c kh*1T Bi g.st1) Nhn n hng t khch hng 100% 25 4 42) H s n35% 25 4 43) Tng s lng khch hng bng 6% 12.5 3 44) Khch hng mt i khng hn 2% 25 5 45) Thit k h thng thu thp v phn tch khiu ni khch hng thng qua 3 nhn t vo cui nm 2007. 25 4 4Cc cng vic chnh 92.5 90Cc cng vic c th D W M C Y1) Cp nht thng tin 12.5 4 42) Kim sot thanh ton 12.5 4 43) X l cc khiu ni ca khch hng 12.5 4 44) Tip xc khch hng hin ti, thu ht khch hng mi 12.5 5 45)Phn tch cc kt qu t c: doanh thu , chi ph, n 25 5 56) Lm bo co kinh doanh gi trng b phn: doanh thu, n 25 4 47)Tham d cc cuc hp hng thng vi GKD nh gi kt qu thc hin cng vic v 1 s V khc. 25 4 48) Lm bo co hng nm gi ln trng b phn 25 4 4Cc cng vic c th 79.688 78.125Cng vic mang tnh thch thc1) T chc cc s kin c bit cho cc trng phng v khch hng 25 4 52)Thu thp thng tin v mc tho mn ca khch hng 25 4 43) Lm thm mt s bo co v phn tch theo yu cu ca trng b phn 25 5 4Cc cng vic mang tnh thch thc 112.5 112.5nh gi thc hin cng vic chung 94.896 93.541729Mu nh gi nng lc (Da trn vic kt hp viBSCMu nh gi nng lc (da trn vic kt hp vi BSC)H tn ng Beans - Nc Anh S EID EID00010Chc v Trng phng Phng Phng bn bunnh giTrng s*1T Bi cp trnNng lc qun l 0.31) Nng lc giao tip (MC-02) 4 42) Nhn thc hng v khch hng (MC-08) 3 43) Kh nng lm vic trong mi trng c p lc (MC-19) 4 44) Kh nng qun tr xung t (MC-21) 4 35) Nng lc phn tch (MC-05) 4 46) K nng thuyt trnh (MC-22) 4 4Nng lc qun l 28.75 28.75Nng lc chuyn mn 0.71) Kin thc v th trng dc phm 4 42) Kin thc v cc dc phm. 3 33) Kin thc v nhu cu /k vng ca khch hng.3 44) MS Office, 1-C user. 5 4Nng lc chuyn mn 65.625 65.625nh gi nng lc chung 94.375 94.375*1 Trng s= 1*2 Quy c v mc thnh tch: Vt mc tiu = 5, t 90-100% mc tiu = 4, t 60 - 90% mc tiu = 3, t 40-60% mc tiu = 2, t di 40% mc tiu = 1 Khng t mc tiu = 0 30Phn tch cng vic QTNNL/PTNNLTS. 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cc31Phn 1: Phn tch cng vicPhn 1: Phn tch cng vicPhn 2: Yu cu cng vicPhn 2: Yu cu cng vicPhn 3: Tiu chun cng vicPhn 3: Tiu chun cng vicQun l Lng & ThngPhn 4: ng dng phn tch cng vicPhn 4: ng dng phn tch cng vic32Phn tch cng vic1.Phn tch cng vic l g ?Tiu chun thc hin cng vic v nhng cng vic c thc quan h mt thit vi nhau. V vy, phn tch cng vic l mt trong nhng hot ngquan trng nht trong cng tc nh gi Kt qu thc hincng vic. nh gi kt qu thc hin cng vic ca cngnhn/nhn vin gim st/qun l cp trung trong t chc cakhch hng ca mnh, chng ta phi thu thp thng tin thngqua qa trnh Phn tch cng vic.C nhiu phng php Phn tch cng vic,nhng khngc phng php no l ti u cho tt c.Chng ta T vn Pht trin Ngun Nhn lc (HRD)phila chn v kt hp cc Phng php Phn tch cng vicphhpvi iukincatchccakhchhngcamnh. 33Phn tch cng vic2. Cc phng php Phn tch cng vicC 6 phng php chnh i vi Phn tch cng vicQuan stQuan stPhng vntng c nhnPhng vntng c nhnPhng vntheo nhmPhng vntheo nhmBng cu hiBng cu hiPhng phpghi nht kPhng phpghi nht kTho lunchuyn mnTho lunchuyn mnPhng phpphn tchcng vicBiu 1. Su (6) phng php chnh i vi Phn tch Cng vic.34Phn tch cng vic1. Phn tch cng vic l g?1-1).Phng php Quan stKhi s dng phng php quan st, ngi phn tch cngvictrctipquanst ngi lao nghocxemnhngon phim khi ngi cng nhn ang lm vic.Mc d phng php quan st cho ta nhng thng tin mtthy tai nghe, nhng nhng ngi cng nhn thng khnglm vic ht cng sut khi h b quan st,v do c thgy ra s thiu chnh xc trong phn tch cng vic. Phngphpny cng i hi tonbphmvicacchot ng phi c quan st; vic ny c th p dng vimt s cng vic,nhng cng khng th pdng i vinhiu cng vic v d nhng cng vic qun l cp cao.35Phn tch cng vic1. Phn tch cng vic l g?1-2). Phng php phng vn tng c nhnPhng php phng vn tng c nhn l phng php lachn mt s ngi mt s v tr cngvicnht nhvphng vn mt cch ton din. Kt qu ca nhng cuc phng vn ny s c kt hpthnh bng phn tch cng vic n l.Phng php ny hiu qu trong vic nh gi mt cngvic i hi nhng g, nhng li rt mt thi gian.Tuy nhin, cn phi cnh gic v nhng c nhn ny c ththi phng tm quan trng hoc s lng nhim v m cngvic ca h yu cu.36Phn tch cng vic1.Phn tch cng vic l g?1-3). Phng php phng vn theo nhmPhng php phng vn theo nhm tng t nh phngphpphngvntngcnhntrvicnhngngi phtrch cng vic c phng vn cng lc.chnhxckhi nhgicngvicstngln,nhngng lc ca nhm s c th nh hng khng tt n hiuqu.37Phn tch cng vic1. Phn tch cng vic l g?1-4). Phng php bng cu hiSdngphngphpny,nhnvin cnhnmtbngcuhi vthngqua,hkimtrahoc nhgic nhng vic h thc hin trong cng vic ca mnht 1 danh sch di cc nhim v c th thc hin cCch thc ny rt tt cho vic thu thp thng tinv cngvic.Tuy nhin,tr khi cng vic c th c gim st vkhng c c hi hi cc cu hi tip theo hay lm r ccthng tin thu c.38Phn tch cng vic1. Phn tch cng vic l g?1-5). Phng php tho lun chuyn mnTrong phng php ny c s tham gia ca nhng gimst vinckinthcuynthmvcngvic.Lcny, nhng c tnh ring ca cng vic s c cc chuyngia nh giMcd ylmt phngphpthuthpdliutt, nhng li t ch n s amhiu ca chnh nhng nhnvin ang m nhim cng vic h lm39Phn tch cng vic1. Phn tch cng vic l g?1-6). Phng php ghi nht kPhng php ghi nht k yu cu nhng ngi ph trchcng vic ghi li hot ng hng ngy ca h. Phngphp ny cung cpnhiu thngtin,nhnghimkhi c p dng vo thc hin cng vic.y l phng php rc ri nht trong nhng phng phpnh gi cng vic, n i hi nhiu thao tc, nn tn nhiuthi gian ca nhng ngi ph trch cng vic nm bt ton b cc hot ng ca cng vic,phngphpnycthphi thchintrongnhngkhongthigian di, nn lm tng thm chi ph.40Phn tch cngvic1. Phn tch cng vic l g ?1-6). Kt lunKhi xem xt 6phng php,khng phng php no loi trphng php no c, v cng khng c phng php no ccoi l u vit hn tt c.Thm ch khi vic thu thp thng tintnhng ngi chu trch nhim c th gy ra mt s vn ,cbit l nu nhng miu t c nhn thin v nhng g h ngh lh nn lm hn l nhng g h thc s lm.Do, kt qu ttnht l nhngg t c bngvic kt hpsdngccphng php - vi thng tin do tng nhn vin, do cp trn trctip,domt nh phn tch chuyn nghip haydomt ngun kno nh nhng quan st qua camera cung cpSau khi nhn ra vic phn tch cng vic c th c thchin bng nhiu cch khc nhau, chng ta hy cng xem xt quytrnh phn tch cng vic ng lu khc nh:Phng quy trnhphn tch cng vic lao ng, Bng cu hi phn tch v tr cs dng ch yu M .41Phn tch cngvic2.Quy trnh phn tch cng vic (Hnh 2)Xc nh cng vic c bit c xem xt bng nhng phng php phntch nh gi cng vic nh: 6 Phng php phn tch cng vic DOL v PAQ Nhng phng php phn tch cng vic khcXc nh cng vic c bit c xem xt bng nhng phng php phntch nh gi cng vic nh: 6 Phng php phn tch cng vic DOL v PAQ Nhng phng php phn tch cng vic khciu tra cng vic hin thi nm c chnh lch gia Tiu chun cngvic thnh vn bn vi ni dung cng vic hin ang thc hin trn thc t.iu tra cng vic hin thi nm c chnh lch gia Tiu chun cngvic thnh vn bn vi ni dung cng vic hin ang thc hin trn thc t.a ra nhng Tiu chun cng vic mi bao gm M t cng vic v nhngha cng vic ph hp vi kt qu iu tra.a ra nhng Tiu chun cng vic mi bao gm M t cng vic v nhngha cng vic ph hp vi kt qu iu tra.Sa i ? S t chcThu thp thng tin c s v cng vic phn tch thng qua:42Phn tch cng vic3.Mc ch ca phn tch cng vicDsdngphngphpno thuthpdliu,thnhng thng tinthu thp c v ghi chp li t quy trnhphn tch cng vic u cho ra 3kt qu:bng m t cngvic, yu cu cng vic, v nh gi cng vicCn phi ch rng y l nhng sn phm hu hnh, chkhngphi ch lvicphntchcngvic.Chnglqutrnh nhn thc, phn tch v hnh ng c c nhngkt qu trn.43Phn tch cng vic3.Mc ch ca phn tch cng vic3-1. M t cng vicKhi tholunvvictuyndng,lachn,v nhgi, chng ta thng thy rng vic m t cng vic l mtngun thng tin quan trng : (1) Miu t cng vic vi cc ng vin tim nng (D qua li cangi tuyndngvngi phngvnhaylc ng trn qung co) (2) Hng dn cho cc nhn vin mi c tuyn dng vnhng yu cu ca cng vic, v(3) a ra s so snh nh gi xem liu nhng cng victhc t c ging nh nhng g thng bo trc hay khng44Phn tch cng vic3.Mc ch ca phn tch cng vic3-1. M t cng vicM t cng vic l mt bn m t nhng cng vic m mtngi phi lm, cch thc lm,lm trong iu kin nh th nov ti sao phi lm n.N phi m t chnh xc ni dungcngvic, mi trng lm vic v cc iu kin lao ng. Mt bn mt cng vic thng thng bao gm tn cng vic, nhim v philm,nhng c th ring bit ca cng vic,iu kin mitrng,v quyn hn,trch nhim ca ngi thc hin cngvic.V d ca bn m t cng vic v phn tch d liu ctrnh by bng 1.45Phn tch cng vic3.Mc ch ca phn tch cng vic3-1. M t cng vic (Bng 1.)Tn cng vic: Phn tch d liu M s ngh nghip:3321Bo co n: iu phi vin h thng S cng vic: 01Gim st: Khng Ngy 2/21/99iu kin mi trng: KhngChc nng :Hnh thnh, thc hin v duy tr cc h s 1 cch ton din, tin hnh kim sot theo yu cu, thuthp v tng hp d liu theo yu cu.Vai tr v trch nhim:Xem xt li cc ti liu khc nhau, ln danh sch, tng hpmt cch y v chnh xc.Kim tra cc h s da vo cc ngun hin c nh bo co hay tng hp; iu tra s khc nhau vthc hin cc hot ng theo yu cu nhm m bo rng nhng h s l chnh xc v cp nht; bin son v tng hp d liu thnh cc bn bo co theo yu cu. Thc hin kim sot nhm c c, lu gi v cung cp cc thng tin a dng. a ra cc yu cuc bn, mu v cc bn ghi thng thng. Cung cp thng tin theo yu cu ca cc c nhn c quan tm bng cch thu thp d liu theo yucu t cc h s, bn bo co, cc ti liu ngun, v cc ti liu tng t. Cung cp ch dn theo chc nng cho cc c nhn cp thp hn theo yu cu. c th cng vic:Cng vic ny i hi phi Thnh tho my tnh, s dng Lotus v Word Perfect.Tn cng vic: Phn tch d liu M s ngh nghip:3321Bo co n: iu phi vin h thng S cng vic: 01Gim st: Khng Ngy 2/21/99iu kin mi trng: KhngChc nng :Hnh thnh, thc hin v duy tr cc h s 1 cch ton din, tin hnh kim sot theo yu cu, thuthp v tng hp d liu theo yu cu.Vai tr v trch nhim:Xem xt li cc ti liu khc nhau, ln danh sch, tng hpmt cch y v chnh xc.Kim tra cc h s da vo cc ngun hin c nh bo co hay tng hp; iu tra s khc nhau vthc hin cc hot ng theo yu cu nhm m bo rng nhng h s l chnh xc v cp nht; bin son v tng hp d liu thnh cc bn bo co theo yu cu. Thc hin kim sot nhm c c, lu gi v cung cp cc thng tin a dng. a ra cc yu cuc bn, mu v cc bn ghi thng thng. Cung cp thng tin theo yu cu ca cc c nhn c quan tm bng cch thu thp d liu theo yucu t cc h s, bn bo co, cc ti liu ngun, v cc ti liu tng t. Cung cp ch dn theo chc nng cho cc c nhn cp thp hn theo yu cu. c th cng vic:Cng vic ny i hi phi Thnh tho my tnh, s dng Lotus v Word Perfect.463. Mc ch ca phn tch cng vic3-2 . Yu cu Cng vicYu cu Cng vic ch ra trnh ti thiu c th chp nhnc m ngi thc hin phi c hon thnh cng vicdatrnccthngtinyucuthngquaphntchcngvicvnhnbit kinthc,knng,sgiodc,kinhnghim,bng cp,v nhng kh nng cn c thc hincng vic hiu qu. Phn tch cng vic473. Mc ch ca phn tch cng vic3-2 . Yu cu Cng vic (Bng 2) Kin thc/K nng:Basic Business Writing, Microsoft Word 97/98,Excel 97. Trnh hc vn:Tt nghip ph thng trung hc..Kinh nghim:C trn 2 nm kinh nghim sau khi tham d kho o to nhn vin mi. Bng cp/Nng lc:Chng ch v Basic Business Writing v Word 97/98.Kin thc/K nng:Basic Business Writing, Microsoft Word 97/98,Excel 97. Trnh hc vn:Tt nghip ph thng trung hc..Kinh nghim:C trn 2 nm kinh nghim sau khi tham d kho o to nhn vin mi. Bng cp/Nng lc:Chng ch v Basic Business Writing v Word 97/98.Phn tch cng vic483. Mc ch ca phn tch cng vic3-3 . Nhng tiu chun cng vicTiuchuncngvicbaogmMtCngvicvYucuCng vic. Do , tiu chun cng vic khng ch l mt bn m tcngvic m cn l mt cng c quan trng trongqu trnhthuthp, lu gi li nhng tiu chun cn thit i vi ngi thchin cng vic v gip cho vic nh gi xem liu ng vin ct yu cu hay khng. Bng 3: quy trnh in vo bng Tiu chun Cng vic. Chng ta cth nh ngha ni dung cng vic v nhng iu kin cn thit hon thnh ton b cng vic bng cch s dng bng Tiu chunCng vic (xem bng 3).Phn tch cng vic49Phn tch cng vic3. Mc ch ca phn tch cng vic3-4 . Quy trnh lm r Tiu chun Cng vic (Hnh 3)M t cc mc chung v cng vicTn cng vic,V tr ph trch &Gim st,iu kin mi trngM t cc mc chung v cng vicTn cng vic,V tr ph trch &Gim st,iu kin mi trngM t ni dung cng vicChc nngVai tr v trch nhimc th cng vicM t ni dung cng vicChc nngVai tr v trch nhimc th cng vicXc nh cc iu kin cn thit thc hin cng vic hiu quKin thcK nngTrnh hc vnKinh nghimBng cpNng lcXc nh cc iu kin cn thit thc hin cng vic hiu quKin thcK nngTrnh hc vnKinh nghimBng cpNng lcM t cngvicXc nhcng vic50Phn tch cng vic4.Bng mu cc tiu chun cng vicM t cng vicTn cng vic:Bo co cho:Gim st:iu kin mi trng :Chc nng:Vai tr v trch nhim:c th cng vic:Chi tit cng vicKin thc/ K nng :Trnh hc vn:Kinh nghim :Bng cp/ Nng lc:Lu lng Cng vic51QUAN TR NANG LCQUAN TR NANG LCTin s Shinichiro KawaguchiHRM/HRD SeriesGiai phap laslien ket giaket quacong viec vanang lc52Van e chnh ve qua n ly nha n s (HRM) trong cac co ng ty Viet NamTam nhn, Gia tr, Nhie m vu, Muc tieu kinh doanhTam nhn, Gia tr, Nhie m vu, Muc tieu kinh doanhMuc ch/ mu c tieu to chcMuc ch/ mu c tieu to chcMuc ch/ mu c tieu qui trnhMuc ch/ mu c tieu qui trnhMuc ch/ mu c tieu cong viecMuc ch/ mu c tieu cong viecHoat o ng ca nhan/ nhom(Muc ch/ mu c tieu )Hoat o ng ca nhan/ nhom(Muc ch/ mu c tieu )Nang lc ca nhan/ nhom(KAS & t cach ao c)Nang lc ca nhan/ nhom(KAS & t cach ao c)Hieu sua t & nangsuat cao(QCDSME)Hieu sua t & nangsuat cao(QCDSME)Cai gBao nhieuThe nao Van echnh vequanlynhan strong caccong ty Viet NamKhuynh hngmi oi mi Sang tao oc aoKhuynh hngmi oi mi Sang tao oc aoKet noi53Nang l c la g? Nang l c la kha nang cua ca nhan c bieu hien qua hieu qua cong vie c.--- Nhn t goc o nang lc da theo ket qua Nang l c c nh ngha la hanh vi the hien ra ben ngoa i cu a mo t ngi. Mot canhan mo t v tr nao o trong to ch c can pha i co mo t so nang lc nha t nh e th chien co hieu qua vai tro/ trach nhie m cua mnh.--- Nhn t goc o nang lc da theo nang suat Mot bo nang lc ay u cho mot vai tro ca nha n bao go m kien th c, ky nang, kinhnghie m, va nh ng tnh nang ma ngi nay phai the hien trong luc th c hien cong vie ccua mnh co nang sua t va co hie u qua.--- Nhn t goc o nang lc da theo cach thc hien cong viecLam the nao e phat triennang lc c x, Hoi ongAnh, thang 8, 2004.Ky nangKien thcDe quan satva o lngKho thaynhng tao mots khac bietlnGia trT nhan thcNet riengong c54Co nhieu loai na ng l c khac nhau? Co nhieu loa i nang l c khac nhau t cac to chc kha c nhau, v du:Loai - I: Trung Tam Pha t Trien Quan Ly Wellington, Anh Quo cNang lc to ch c, nang l c he thong cong vie c (Job Family Competencies), nang l c co ng viec cu the (Job Specific Competencies).Loai - II: C Quan Hang Khong va Vu Tru Hoa Ky (NASA)Nang lc kinh doanh, nang lc ky thua t, nang l c hoan thanh nhie m vu, nang l c khoa hoc va nang l c c kh.Loai - III: Hoi thao quan ly nguon nhan l c da theo nang lc la n 2 tai An oNang lc quan ly va nang lc chc nangLoai - IV: Hoi ong Anh, Anh QuocNang lc c x= Co nhie u loai nang lc = 55Mo hnh na ng l c la g? Mo hnh nang lc la danh sach tat ca cac nang lc can co ehoan thanh cong viec cu the trong mot to chc cu the. Mo hnhnang lc bao gomHng dan thc hanh cho ngi nam gi cong viecTieu chuan hoa cac viec nh tuyen chon nhan s, s ke thanoi tiep, ke hoach, huan luyen, anh gia cong viec, luan chuyencong viec, len chc, xuong chc, v.v56Hoi thao ve quan ly nguon nhan lc da theo nang lc25-26/08, Bombay, An oChien lc kinh doanhTam nhn, nhiem vu, gia tr, chien lc canh tranhChien lc nhan sTam nhn, van hoa, con ngi, qui trnh, ky thuatNoi ketY thcC cau to chcto chc Nhom/ qui trnh Vai tro/cong viec NanglcCh cnangNanglcQuanlyQuan lyNhan taiXay dngkha nanglanh aoHoc tap &Phat trienong cThuc ayThong tin to chcQuan lythc hienXay dngmoi quan heCan thiepto chcCac chu e hoat ong theo nang lc57Bang cach nao mo hnh nang lc lam tang gia tr? S dung mo hnh nang lc e lam tang gia tr cho to ch c bang nhieu cach.Mo hnh nang l cTang cng cac nang l c cn thit trong tng laiCung cap mo t b c tranh ro ra ng ve kien thc, ky nang, kinh nghie m, va nhng tnhnang can thie t khac e nhan vie n th c hie n cong vie c co hieu qua va hieu sua t.La cong cu gia tr ho tr qui trnh lap ke hoa ch nguon nhan l c, ke hoa ch nghenghiep, va bao am cho s thanh cong lau da iLa n v o lng gia tr cua to chc va na ng l c nong co t.Giup xa c nh kha nang.Xa c nh nang l c co the nhan ra kha nang lap ke hoach.Ban than kha na ng th khong the nhn thay, nhng ca c hoat ong th co the nhn thayBang ca ch s du ng mo hnh nang l c, chung ta co the xa c nh ro kha nang lam vie ccua nhan vien.58Cac b c xay dng mo hnh nang lc Co 9 bc xay dng mo hnh nang l cBc 1: Xay dng he thong co ng vie c trong to ch c thong qua vie c phan tch congvie c trong toan cong ty co quan tam en Tam nhn, Gia tr, Nhie m vu, va mu c tieukinh doanh.Bc 2: Nhan ra va nh ro nang l c (Theo loai, va nhng nang l c cu the chi tiettheo tng loa i) gan ket v i vai tro/ tra ch nhie m (mu c ch/ muc tieu, KPI) trong hethong cong viec. Bon yeu to trong Balanced Scorecard; Ta i chnh, Khach hang, Qui trnh no i bo, Ho c ho i & Pha t trien eu anh hng t i tieu phat trien hieu qua la m vie c/ nang sua t trong cong ty.Bc 3 : Xa c nh cap o va v du (examples) cho tng nang lc.Bc 4 : Tao raT ien Nang Lc (competency dictionary)bao gom tat ca cac nang lc.59Cac baac xay da ng mohnh nang /acBc 5 : Ch nh na ng lc can thiet cho t ng v tr trong he tho ng co ng viec.Bc 6 : moi v tr, quyet nh cap o na ng lc e co the thc hien co ngviec theo ye u cau.Bc 7 : anh gia ngi a m nhiem v tr theo ca p o na ng lc ye u cau.Bc 8 : Phan tch tat ca ket qua anh gia.Bc 9 : Xay dng ke hoach theo nhom va ca nhan.60Cac loai nang lc trong T ien nang l c Van phong Tre em va Gia nh, Hoa Ky.Lanh ao to ch cRa quyet nhGiao tiep v i con ngiAn tng ca nhan (Personal Effectiveness)Truyen at thong tinQuan lyNhay ben cong viec (business acumen)http:www.goer.state.ny.us/workforce/agyinitiatives/ocfscompetencieschart.html61Cac loai nang lc trong T ien nang l c Bang Michigan, Hoa Ky.An tng ca nhanTruyen at thong tinnh hng ket quaPha t trien l c lng lao ongPhat trien qui trnh cong vie cKien thc chuyen monhttp:www.state.mi.us/mdcs/OPE/group3report.html62Cac loai nang lc trong T ien nang l c Bang Washington, Hoa Ky.Truyen at thong tinRa quyet nhKy nang giao tiepLanh aoHoach nh chien l cQuan ly nguo n nhan l cQuan ly chng trnh/ d anQuan ly ta i chnhNang l c ky thuatGiao tiep v i mo i trng ben ngoaiQuan ly o i mi va thay o inh hng hoc tap va thanh athttp://hr.dop.wa.gov/workforceplanning/mgmtcomp.html63Cac loai nang lc trong T ien nang l c Van phong quan ly nhan s Hoa Ky, tai Hoa Ky.Lanh ao thay oiLanh ao con nginh hng ket quaNhay ben cong vie cXay dng lien ket/ truyen tho nghttp:www.opm.gov/ses/define.html64Cac loai nang lc trong T ien nang l c Uy Ban Dch Vu Cong, CanadaNang lc tr tueNang lc xa y dng tng laiNang lc quan lyNang lc tao mo i quan heNang lc ca nhanhttp:psc-cfp.gc.ca/cap/03/mgnarr_e.html#65Cac loai nang lc trong T ien nang l c Chnh quyen Mien Ba c, U cKien th c to chcSuy ngh va hoach nh chien l cKy nang giao tiepPhat trien con ngiQuan ly nguo n l cQuan ly thay oiTruyen at thong tinLanh ao/ t quan lyhttp:www.nt.gov.au/ocpe/documents/publications/hr-info-series/infoseries13.html66Cac loai nang lc trong T ien nang l c Bang New York: Bo phan Dch Vu Dan S (Department of Civil Service), Va nphong Thong o c, Hoa Ky - INang l c gia i trnh (Accountability)T duy phan tchXay dng nie m tin Quan ly thay oiHuan luyen Trao oi thong tin bang l i no iTrao oi thong tin bang van ban Quan ly xung otLien tu c ho c hoi Cai tien lien tucRa quyet nh Quan ta m e n khach hangUy quyen Giup ng i khac pha t trienKha nang cam xuchttp:www.cs.state.ny.us/announ/mainpages/Prom%20Test%20Bat%20Guide/67Cac loai nang lc trong T ien nang l c Bang New York: Bo phan Dch Vu Dan S (Department of Civil Service), Va nphong Thong o c, Hoa Ky - IITrao quyen cho ngi kha c Tien phongQuan ta m e n xac minh, chng minh T chuTao ieu kien thuan l i Quan ly ta i chnhKha nang linh hoat a t ke t quaSang kien Anh h ng en ngi khacoi m i Ky nang giao tiepLang nghe Quan ly cong vie cDuy tr uy tn ca nhan/a t tieu chuan ao chttp:www.cs.state.ny.us/announ/mainpages/Prom%20Test%20Bat%20Guide/68Cac loai nang lc trong T ien nang l c Bang New York: Bo phan Dch Vu Dan S (Department of Civil Service), Va nphong Thong o c, Hoa Ky - IIIQuan ly ru i ro am phanThong tin to ch c Lam vie c nho mKy nang chnh tr Quan ly d anHng dan Ho tr ong vienGia i quyet van e T duy he tho ngKy nang chuyen mon S dung va quan ly cong ngheT duy chie n l canh gia va can bang cac gia trTam nhnhttp:www.cs.state.ny.us/announ/mainpages/Prom%20Test%20Bat%20Guide/69T ien na ng lc : V du 1 T ien nang l c c x cua Hoi o ng AnhVersion: 19/08/2004.Luon luon lam viec sa t xaovi khach hang, luon ngh ennhu cau khach hang hanh ongv li ch lau dai cua hoGiup khach hang hng entng lai. Giup ho hieu nhngvan e vt tren cong viecthng ngay cua ho.Bo thi gian hoi va hie u nhucau that s va tiem nang cuakhach hang, sau hn nhng ga e cap trc o.Thiet lap he thong thu nhanphan hoi t khach hangTap trung nguon lc u tiencho nhng khu vc hay nhomkhach hang thiet yeu nhngkhong thien v.Ngh ve khach hang khi lamcong viec hang ngay.T hoi lam the nao e nangcao gia tr gia tang cho khachhang?Luc nao cung co hnh anhkhach hang trong au khi raquyet nh.Lay lam t hao trong vieccung cap san pham dch vuchat lng cao.Nghien cu cach cung capdch vu va giai phap cho nhngvan e.Cap nhat thong tin m i nhatcho khach hang.Hanh ong nhanh chong baoam rang nhng van ecuakhach hang a c giai quyet.T ban than luc nao cu ng sansang phuc vu khach hang.Giao tiep tot vi tat cakhachhang.Hay hieu rang moi khachhang moi khacCung cap cai khach hang canch khong phai cai ma nhanvien ngh khach hang can.Cap o 4 (Phuc vu li chlau dai)Cap o 3 (Chu tam vaonhu cau tiem an)Cap o 2 (Lam tang giatr)Cap o 1 (Cung cap dchvu)Trong phan nay t khach hang ch ca khach ha ng be ntrong va khach hang be n ngoai. ieu nay giu p hie u a yu nhu cau cua khach hang nham phat trien va cung capdch vu thch h p.nh hng dch vu khach hang la s san long va khanang cung cap dch vu chat lng cao, ap ng c nhucau cua khach hang.Tai sao quan trong? nh nghaLoai nang lc : nh Hng Dch Vu Khach Hang70T ien na ng lc: V du 2 T ien nang l c c x cua Hoi o ng AnhVersion: 19/08/2004.X ly nhng van e cotnhchat dai han trong hoat ong, sa thai nhng ngi hoat ongkem neu can thiet.Thong bao rorang cac hequa, v du, Neu anh khong atmuc tieu nay, th ieu nay sexay ra.Cung cap nhng hng danva phe bnh hay li khuyen cotnh xay dng.Lam cho ngi ta co trachnhiem vi hanh ong cu a mnh. Thach thc moi ngi motcach cong khai va co tnh xaydng ve cac van e trong congviec, tuy theo cong ty nhngphai cong bang.Yeu cau ket qua cao t ngikhac bang cach lam gng.Quan ly cac hoat ong theotieu chuan va khung thi gianro rang, a ra nh ng phan hoithch hp khi co yeu c7070au. Giup bat au lai khi xa y rathat bai.Hng dan ro rang vachongi ta biet mnh mong i g ho.Chap nhan trach nhie m vecac hoat ong cua mnh. T atgii han cho cac hanh vi c x.Khong ep buoc hay quay rayva khong tha th cho nhnghanh vi khong thch hp oi vinhng ngi khac.Cap o 4(X ly nhng vane co tnh chat dai han )Cap o 3 (Lam cho ngita co trach nhiem)Cap o 2 (Tieu chuan cao) Cap o 1 (Hng dan)Quan trong bi v no bao am rang cong viec cua canhan hay nhom ho tr /go p phan vao s thanh co ng cuamuc tieu chien lc. No qua n ly co ng vie c theo muc tieu& phng phap a thong nhat trc o, va x ly motcach nhanh cho ng va hieu qua nhng pha n viec kho ngtot.Lam cho ngi ta co trach nhiem la kha nang truyen atmot cach ro rang ve nhng ieu can phai at c, tieuchuan, thi gian, ngan sach, va lam ro tra ch nhiem cuaho.Tai sao quan trong? nh nghaLoai nang lc: Lam cho ngi ta co trach nhiem71T ien na ng lc: V du 2 T ien nang l c c x cua Hoi o ng AnhVersion: 19/08/2004.Tao ra c hoi mi chothanh vien lam viec vinhau, pha bo nhng rao cananh hng en hieu quacong viec cua nhom.Thach thc moi ngicung lam viecMo hnh e hp tac.Trao thi gian va nguo nlc cho cac d an nhom.Chu ong chia se thong tin va hoc hoicung vi ong nghiepX ly xung ot hay va n e trong nhommot cach tch cc va ci m.Cung cap thong tin phan hoi ro rang chocac thanh vien trong nho m.S dung hieu biet ve nhng moi quantam khac nhau cua cac thanh vien trongnhom e at c ket qua tch cc.S dung kha nang cam xuc e hieu onglc cua nhom va e hai hoa va ieu phoinguon lc cua nhom.Chu ong lien ket cacthanh vien co nhng hoa ncanh khac nhau vao trongcac hoat ong cua nhom.Li dung nhng ky na ngva y kien khac nhau. Bo thi gian giup ng ikhac suy ngh ve cac van e.Hay phat bieu mot cachtch cc ve ngi khacBo thi gian hoc hoi va tmhieu cac to chc khac, vanhoa khac.San sang hp tac.Khong ngai xin likhuyen t ngi khac.Bo them cong sc khican e giup ngi khac.Hieu rang cach hoanthanh cong viec cua cacphong ban, to chc lakhong giong nhau. Cap o 4 (Tao ra ca chlam viec nhom)Cap o 3 (Xay dng nhom) Cap o 2 (Lien quanen ngi khac)Cap o 1 (Hp taclam viec)To chc cua chung ta hoat o ng tho ng qua cac phong ban, tochc va van hoa. Nhan vie n phai lam viec h p tac vi nhau, chia se kinh nghiem, chia se ay u thong tin, pha bo rao cangia cac phong ban.Lam viec nhom la hoat ong mang tnh hp tac, xuyen qua cac rao ca n van hoa & to chc e atc muc tieu chung.Tai sao quan trong? nh ngha`Loai nang lc: Lam viec nhom72T ien na ng lc: V du 2 T ien nang l c c x cua Hoi o ng AnhVersion: 19/08/2004.Thay oi ke hoach tong the, muc tieu hay d an e phu hpvi tnh hnh.Tao ra va ho tr tnh linhhoat bang cach a ra nhngthu tuc bao am s thay oinhanh chong va khuyen khchs linh hoat cua moi ngi.Nhan biet phng pha p thcte e hoan thanh cong viecnhanh hn va hieu qua hn.Ket hp tam nhn dai han valy le bnh thng e hie u vathc hien chnh sach.Cam thay thoai mai v i sthay oi.Ap dung nguyen tac hay thutuc mot cach uyen chuyen, tuytheo hoan canh cua tng ngi, e hoan thanh cong viec hieuqua hn.Phan ng tch cc oi vi sthay oi cua moi trng. Van gi s tap trung khi oimat vi s canh tranh.ieu chnh hp ly bao amhieu qua cao nhat va o ng vienc moi ngi.Chng to san sang thay oiy kien hay nhan thc, can cvao nhng thong tin hay bangchng mi.Ci m oi vi nhng ytng mi va lang nghe quaniem cua ngi khac.Cap o 4 (Tao ra van hoato chc)Cap o 3 (ieu chnhphng phap/ cach tiepcan)Cap o 2 (Ap dung thu tucmot cach uyen chuyen)Cap o 1 (Kha nang linhhoat )Kha nang nay can thiet e a p ng lai nhng nhu caukhac nhau va thay oi lien tuc va e hoa n thanh cac loaicong viec hien tai va trong tng lai. Khanang uye nchuyen trong viec hieu luat le, thu tuc, chnh sach la canthiet e mang e n dch vu phu h p vi nhu cau tng aphng.Kha nang linh hoat la kha nang phu hp vi cong viectrong nhieu moi trng khac nhau, ong nghiep khacnhau, va nhom khac nhau. No la kha nang suy ngh oclap, khong b boi roi hay dng lai v nhng tac ongkhong mong muon.Tai sao quan trong? nh nghaLoai nang lc: Kha nang linh hoat73PhulucQuan ly & phat trien ket quathc hien cong viec/nang lcPhulucQuan ly & phat trien ket quathc hien cong viec/nang lcTien s Shinichiro Kawaguchi741. Ta m nhn & gia tr2. Nhiem vu3. Muc ch/ mu c tieu kinh doanh (ke hoach kinh doanh trung/ dai han)4. Muc ch/ mu c tieu kinh doanh (ke hoach kinh doanh ngan han) 1. Ta m nhn & gia tr2. Nhiem vu3. Muc ch/ mu c tieu kinh doanh (ke hoach kinh doanh trung/ dai han)4. Muc ch/ mu c tieu kinh doanh (ke hoach kinh doanh ngan han) Bang ieu tra cap o to chc 1: Ban o quan heBang ieu tra cap o to chc 1: Ban o quan he75Bang ieu tra cap o to chc - 2 : C cau to chcBang ieu tra cap o to chc - 2 : C cau to chcCap o to chcCap o phong banCEOCap o qui trnhCap o bo phan/ nhomCap o cong viecCap o nhom/ ca nhan76Qui trnh tac ongen chenh lechHanh ong/ giai phap caitien to chcNguyennhan cuachenh lechAnhhngcua chenhlechSaikhacKet quacong viecthc teKet qua congviec muc tieuMuc ch/ muctieu to chcMuc ch/ muc tieu kinh doanh: Bo phan kinh doanh :ieu tra cap o to chc - 10: Ba ng phan tch va cai tien to chcieu tra cap o to chc - 10: Ba ng phan tch va cai tien to chcP.(Pha n tch sai biet)77Bang ieu tra cap o qui trnh - 1 : Bang phan tch va cai tien qui trnhBang ieu tra cap o qui trnh - 1 : Bang phan tch va cai tien qui trnhPhn tch sai khcP.Cong viec tac ongen sai biet khacHanh ong/ giai phap caitien qui trnhNguyennhan cua saikhacAnhhngcua saikhacSaikhacKet quacong viecthc teKet qua congviec muc tieuMuc ch/ muctieu qui trnhMuc ch/ muc tieu to chc: Qu trnh:78Ngi phu trach:Cong viec, muc tieuCong viec muc tieuNgi phu trach:Cong viec, muc tieuCong viec muc tieuNgi phu trach:Cong viec, muc tieuCong viec muc tieuNgi phu trach:Cong viec, muc tieuCong viec muc tieuVai tro/ trach nhiem cuabo phan/ nhomBo phan/ Nhom:Muc ch/ muc tieu qui trnhCong viec:Bang ieu tra cap o cong viec - #1: Ma tran vai tro/ trach nhiemBang ieu tra cap o cong viec - #1: Ma tran vai tro/ trach nhiem79Bo phan phong ban:Muc ch/ muc tieu kinh doanh:. Ngi phu trach:. Muc ch/ muc tieu to chc : . Duyet:. Muc ch/ muc tieu qui trnh:.Nga y:. Muc ch/ muc tieu cong viec:.Bang ieu tra cap o cong viec - 2: Bang phan tch va cai tien cong viecBang ieu tra cap o cong viec - 2: Bang phan tch va cai tien cong viecNguyen nhan sai khac (ong vien) Anh hng cua saikhacSaikhacKet qua congviec thc teKe qua congviec muc tieuMuc ch/ muctieu cua nhom/ canhanVai tro/ trach nhiem cua bo phan/ nhom: n v:PSTS FBCQSKCCPS: Y/cu cong viec, TS: Ho tr, FB: Phan hoi, CQ: He qua, SK: ky nang/ kien thc, CC: nang lc(Phn tch sai khc)801,2,3,4 1,2,3Trung bnh1,2,3,4 1,2,31,2,3,4 1,2,3Muc tieu cong vieciem Nguyen nhanat ke t quaKet qua Mc o hoanthanho kho Muc tieu vai troKet qua =anh gia bi Sep trc tiepKet qua = Ket qua =anh gia bi Se p th hai T anh giaBang ieu tra cap o cong viec - 3: Tieu chuan cong viec va anh gia cong viecBang ieu tra cap o cong viec - 3: Tieu chuan cong viec va anh gia cong viecBo phan phong ban:Muc ch/ muc tieu kinh doanh:. Ngi phu trach:. Muc ch/ muc tieu to chc : . Duyet:. Muc ch/ muc tieu qui trnh:.Nga y:. Muc ch/ muc tieu cong viec:.811,2,3,41,2,3,4 1,2,3Tong1,2,3,4 1,2,31,2,3,4 1,2,3iem TtrongMc o hoanthanhKet qua o kho Hanh vi / thai o bieu hien theoloai nang lcLoai nang lcBang ieu tra cap o cong viec - 4: Tieu chuan nang lc va anh gia nang lcBang ieu tra cap o cong viec - 4: Tieu chuan nang lc va anh gia nang lcBo phan phong ban:Muc ch/ muc tieu kinh doanh:. Ngi phu trach:. Muc ch/ muc tieu to chc : . Duyet:. Muc ch/ muc tieu qui trnh:.Nga y:. Muc ch/ muc tieu cong viec:.Ket qua =anh gia bi Sep trc tiepKet qua = Ket qua =anh gia bi Se p th hai T anh gia82Bang ieu tra cap o cong viec - 5: Thiet ke huan luyen nang lc/ cong viecBang ieu tra cap o cong viec - 5: Thiet ke huan luyen nang lc/ cong viecChng trnh cai tien thc hien cong viecOJT Off-JT 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 u tien Chng trnh huan luyen Muc tieu(Target Item)Chng trnh cai tien nang lcOJT Off-JT 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 u tien Chng trnh huan luyen Muc tieu(Target Item)Bo phan phong ban:Muc ch/ muc tieu kinh doanh:. Ngi phu trach:. Muc ch/ muc tieu to chc : . Duyet:. Muc ch/ muc tieu qui trnh:.Nga y:. Muc ch/ muc tieu cong viec:.83Bang thoa thuan cong viec/ nang lc (1)Duye t: Ngay hoan thanh :Cac khoa n muc mang tnh thach th c thuoc venang lc: Tieu chua n na ng lc:Cac khoa n muc mang tnh thach th c cua co ng vie c: Tieu chua n cong vie c: Cong viec/ nang lc ca nhanMuc ch/ mu c tie u co ng vie c u tien:Muc ch/ mu c tie u qui trnh Vai tro chnh:Muc ch/ mu c tie u toch c: Ng i phu tra ch:Muc ch/ mu c tie u kinh doanh: Pho ng/ ban:Muc ch/ muc tieu cong ty84Khoa huan luye n (be n ngoa i) : 1). Cai tie n cong vie c2). Cai tie n na ng lcKhoa huan luye n (tai co ng ty) :1).Ca i tie n co ng viec2).Ca i tie n na ng lcKe hoach phat trien ca nhanBang thoa thuan cong viec (2)