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Toprotecttheconfidentialandproprietaryinformationincludedinthismaterial,itmaynotbedisclosedorprovidedtoanythirdpartieswithouttheapprovalofyourorganizationandHewittAssociatesLLC.员工敬业度(EmployeeEngagement)2[金蝶软件_POV_09/2001翰威特咨询公司通过提高员工敬业度来改善经营业绩ImprovingBusinessResultsThroughEngagingPeople个人生活目标和策略IndividualLifeGoalsandStrategies个人竞争能力IndividualCapabilities人员要求和人才竞争策略PeopleRequirementsandTalentStrategy雇佣关系EmploymentRelationship人力资源管理操作PeopleManagementPractices个人需求及承诺IndividualPrioritiesandEngagement敬业度Engagement企业经营目标和策略BusinessResultsandStrategies企业竞争能力BusinessCapabilities3[金蝶软件_POV_09/2001翰威特咨询公司为何重视敬业度：企业经营的需求WhyEngagementMatters:BusinessNeeds服务质量ServiceQuality功能Features解决问题ProblemResolution价格/相关价值Price/RelativeValue员工行为EmployeeBehavior客户推荐Recom-mendation客户关系的维持Retention客户的增值Expansion经营业绩BusinessPerformance客户满意价值CustomerSatisfaction/Value客户价值驱动因素：CustomerValueDrivers：4[金蝶软件_POV_09/2001翰威特咨询公司为何重视敬业度：员工需求WhyEngagementMatters:EmployeeNeeds员工敬业EmployeeEngagement员工行为EmployeeBehavior人员流动Turnover员工推荐RecommendEmployees产品/服务推荐RecommendProducts/Services创造新产品/服务CreatenewProducts/Services客户服务CustomerService生产率Productivity机会Opportunity生活质量QualityofLife文化Culture全面薪酬TotalCompensation领导Leadership关系Relationships工作内容WorkActivities5[金蝶软件_POV_09/2001翰威特咨询公司通过观察可以判断敬业度WeWillKnowItWhenWeSeeIt•敬业度是一种参与并投入情感和智慧的境界Engagementisthestateofemotionalandintellectualinvolvementorcommitment.•我们观察到敬业度，当人们：Weseeengagementwhenpeople:留：具有一种强烈成为一名公司成员的愿望。Stay—haveanintensedesiretobeamemberoftheorganization说：一贯性与同事、潜在员工、更重要的是与当前和潜在客户以积极的方式谈论公司Say—consistentlyspeakpositivelyabouttheorganizationtocoworkers,potentialemployees,andmostcritically,customers(currentandpotential)做：付出额外的努力并敬业的工作来帮助企业的经营成功。Serve—exertextraeffortandengageinworkthatcontributestobusinesssuccess6[金蝶软件_POV_09/2001翰威特咨询公司如何树立员工敬业度？HowDoYouBuildEngagement?员工敬业Engagement七要素机会Opportunity•成长/发展Growth/development•进步Advancement•互相影响Interaction文化与目的CultureandPurpose•使命感SenseofPurpose•公司价值观及行为Organizationalvaluesandbehaviors全面薪酬TotalCompensation•薪资/物质奖励Pay/financialrecognition•福利Benefits关系Relationships•同事Coworkers•经理Managers•客户Customers领导Leadership•可靠Credibility•信任Trust生活质量QualityofLife•物质条件Physicalenvironment•时间/工作/生活Time/work/life工作内容WorkActivities•影响Impact•挑战/兴趣Challenge/interest•状况/自豪Status/prideToprotecttheconfidentialandproprietaryinformationincludedinthismaterial,itmaynotbedisclosedorprovidedtoanythirdpartieswithouttheapprovalofyourorganizationandHewittAssociatesLLC.文化适合度(CultureFitTM)8[金蝶软件_POV_09/2001翰威特咨询公司公司文化OrganizationalCulture•一种被共同认可的现象Asharedphenomenon•针对团队集体Aboutgroups•可学习发展的，并非继承的Learned,notinherited•没有对与错Notrightorwrong•与满意与否无关Notaboutsatisfaction•关于事情是如何被完成的，并非你所感觉到的事情完成的方式AbouthowthingsaredoneNOThowyoufeelaboutthewaythingsaredone9[金蝶软件_POV_09/2001翰威特咨询公司公司文化OrganisationalCulture•可以将一个团队的成员与另一团队的成员区别开的集体程序化的思想Thecollectiveprogrammingofthemindwhichdistinguishesthemembersofonegroupofpeoplefromanother以及and•预先使人们偏向于某种特定事态Predisposespeopletopreferonestateofaffairsoveranother10[金蝶软件_POV_09/2001翰威特咨询公司公司文化的核心是对于日常操作所具有的共识TheCoreofOrganisationalCultureisSharedPerceptionsofDailyPractices例如：各种关系是否：Arerelationships由制度来控制？governedbyrules?还是or由客户需求而变化？adaptivetoneedsofcustomers?人们是否：DoPeople体现主观能动性？showinitiative?还是or依赖于指引？dependondirection?哪个更重要：Whichismoreimportant:注意细节？attentiontodetail?还是or迅速反应并采取行动？promptaction?决策是否：Aredecisions:由哪些最了解信息的人来决定？madebybestinformed?还是or集中控制在最高层？centralizedattop?哪个更重要：Whichismoreimportant:完成工作？strongpressureforgettingjobdone?还是or个人发展？roomforpersonaldevelopment?11[金蝶软件_POV_09/2001翰威特咨询公司对公司文化产生影响的因素FactorsInfluencingOrganizationCulture•公司发展历史及所有权HistoryandOwnership•领导Leadership•规模Size•产品/服务Product/Service•技术Technology•环境Environment•人员People•目的与目标GoalsandObjectives12[金蝶软件_POV_09/2001翰威特咨询公司文化的六个维度Culture—SixDimensions业绩导向PerformanceOrientation:人员方面PeoplePerspective:身份识别Identity开放性Openness:控制Control:灵活性Flexibility:程序Process公司Company封闭Closed系统Systems教条Normative工作Job或or结果Results职业Professional公开Open自我Self实用Pragmatic个人Person或or或or或or或or或or