管理诊断，把脉企业健康

heyeezixun 发表于 2009-6-16 14:50:00

原创：合易咨询<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
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正所谓“家家有本难念的经”，在金融风暴面前，没有遇到困难的企业并不多见，只不过处于不同发展阶段的企业，所面临的问题层次不同而已。这就好比流浪汉的问题是“居无定所”，而富家子的问题是“食不甘味”一样。作为企业的管理者，首要的任务就是要根据企业发展阶段、内外部环境，弄清楚企业当前面临的最主要问题是什么，并为之寻找适宜的解决方案，指引企业始终沿着正确的轨道发展。<o:p></o:p>
有道是“不识庐山真面目，只缘身在此山中”，管理者身居其中，很难从中“跳”出来，站在更为宏观、客观的角度去看待自己，有时明明存在严重的管理问题自己却浑然不觉，有时明明没有什么大问题却又被一大堆日常琐事弄得心烦意乱，浑身不适，如染重疾；再则天长日久，对于企业发展过程中的各项问题，已经“麻木”、“习惯”了。甚至于当新聘员工怯生生地对公司提出一些不同意见的时候，都要忍不住责备他们少见多怪。<o:p></o:p>
人要想保持健康，就需要定期体检；企业若要基业长青，也应常做“诊断”，让管理专家为企业的健康把脉，适时对组织内部的各个方面进行诊断、评价与分析，以便及时发现组织中存在的各种问题，并从中找出制约公司良性发展的本质性问题。<o:p></o:p>
企业在经营战略、经营模式、管理模式、管理制度、企业文化建设、工作环境建设等方面的综合状况是组织健康水平的体现。同时，企业的组织环境、经营状况、管理规范程度、人力资源管理政策、文化氛围等综合因素，又直接影响员工士气及工作满意度，进而影响企业生产率的高低。为了量化评价企业在以上诸多方面的经营管理水平、企业文化特质，可以通过“管理诊断调查”的方式进行系统的调研与分析，通过统计得出相应的量化指数以利于企业自评，为企业对自身问题深入理解提供量化的理性依据。<o:p></o:p>
管理诊断调查属于企业现代化管理的一项必备评估检测工作，许多优秀企业，尤其是跨国机构、集团性公司都采用该方法来为企业的健康把脉，一般企业至少一年进行一次。<o:p></o:p>
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选择调查时机<o:p></o:p>
进行管理诊断调查，需要选定恰当的时机。通常来讲，当企业内、外部环境发生重大变化时，尤其应当关注组织的健康程度、抵御风险、化解危机的能力：<o:p></o:p>
（1） 当组织发生重大变革，如机构重组、管理模式改变、发生重大人事调整等；<o:p></o:p>
（2） 公司迅速扩张，如由单体公司发展成为集团化或类集团化公司、在异地设立较多分支机构、涉足新行业等；<o:p></o:p>
（3） 企业出现突发事件，如员工流失率上升、员工信访量上升、客户投诉率上升、或因管理疏漏造成公司重大损失；<o:p></o:p>
（4） 外部市场环境发生重大变化，如突遇全球性金融危机；行业出现重大利空事件等<o:p></o:p>
另外，每年的年初、年中、年末，也是进行管理诊断调查的良好时机。企业在此时进行管理诊断调查，可以及时评估企业各项内、外部经营管理活动，监督企业经营管理绩效，为企业领导团队有目的地采取应对、改进、提升策略提供决策依据。<o:p></o:p>
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选择调查内容<o:p></o:p>
全面的管理诊断调查所包涵的内容比较广泛，涉及企业经营管理的各个方面：<o:p></o:p>
•           战略方向：企业的战略制定是否恰当，是否充分考虑了行业前景、企业发展阶段、企业的核心优势与能力；是否制定了具体的发展规划来支撑战略的实施<o:p></o:p>
•           经营策略：公司是否根据战略规划制定了年度的经营策略和目标，是否具有详细的年度经营计划<o:p></o:p>
•           企业文化：公司是否具有明确的文化价值理念，是否采取了有效的推广措施来塑造文化氛围<o:p></o:p>
•           组织管理：组织架构设置是否合理，能否支撑企业战略与经营目标的实现<o:p></o:p>
•          人力资源管理：人力资源方针是否与企业经营方针一致；是否有利于生产效率、管理水平的提高企业及员工个人的工作目标是否清晰，指标是否恰当；考核激励制度的激励效果与公平性如何等<o:p></o:p>
•          管理制度：是否具有健全的管理制度体系；管理制度是否有与企业价值理念相背的导向<o:p></o:p>
•           管理团队：管理团队职业素养、管理风格、称职度如何<o:p></o:p>
……<o:p></o:p>
管理诊断调查既可以进行“全面检”，将企业管理所涉及的方方面面都列入到调查内容中；也可以根据企业的实际情况，针对性选择一些重要内容进行“专项检”的细致调查。为了更加深入地了解某一项或几项管理效果，追溯企业管理问题的根本性原因，一般来讲，推荐企业采用“专项检”的调查方式。<o:p></o:p>
进行管理诊断调查时，首先要确定调查的主要方向和目的，然后根据调查目的运用“倒推法”确定调查维度与内容。也就是说，咨询顾问根据调查目的先进行小范围的预调研，提出对于关键问题的“初步假设”，即“假设”企业在其关注的领域存在某一方面的问题，并根据行业经验、咨询实践经验“预测”问题的原因，然后再针对这些“假设、预测”在后续的问卷调研、访谈调研中进行“验证。”<o:p></o:p>
以下是某集团公司对各分支机构综合经营管理状况的年度调查：<o:p></o:p>
该公司对全国的分、子公司进行管理诊断调查，其主要目的在于考察分子公司经营层对于总部战略构想的理解程度、经营策略的执行力度、管理要求与指导原则的推行力度、对公司文化与价值观念的宣传推行力度、以及分子公司经营团队的管理能力、职业素养等方面，这样调查维度可参照下表进行选择：<o:p></o:p>
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调查维度<o:p></o:p></TD>
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分项维度<o:p></o:p></TD>
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调查维度<o:p></o:p></TD>
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分项维度<o:p></o:p></TD></TR>
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经营管理<o:p></o:p></TD>
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经营策略<o:p></o:p></TD>
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人力资源<o:p></o:p></TD>
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目标管理<o:p></o:p></TD></TR>
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运营效率<o:p></o:p></TD>
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激励机制<o:p></o:p></TD></TR>
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组织管理<o:p></o:p></TD>
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考核机制<o:p></o:p></TD></TR>
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制度管理<o:p></o:p></TD>
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人员选聘<o:p></o:p></TD></TR>
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企业文化<o:p></o:p></TD>
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文化理念<o:p></o:p></TD>
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员工感受<o:p></o:p></TD>
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企业前景<o:p></o:p></TD></TR>
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价值观<o:p></o:p></TD>
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组织认同度<o:p></o:p></TD></TR>
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行为文化<o:p></o:p></TD>
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工作压力<o:p></o:p></TD></TR>
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领导风格<o:p></o:p></TD>
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工作适应性<o:p></o:p></TD></TR>
<TR style="HEIGHT: 13.5pt; mso-yfti-irow: 9; mso-yfti-lastrow: yes">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 25.98%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 13.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="25%">
公司氛围<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 29.18%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 13.5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt" width="29%">
职业发展<o:p></o:p></TD></TR></TBODY></TABLE></DIV>
如果调查侧重于分子公司经营层团队的领导力与影响力等称职度情况，则可参照以下调查维度选项：<o:p></o:p>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 17.95pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: 17.3pt; LINE-HEIGHT: 150%; TEXT-ALIGN: center; mso-char-indent-count: 1.92; mso-para-margin-left: 1.71gd" align=center>表1：对分支机构经营团队称职度调查维度表<o:p></o:p>
<DIV align=center>
<TABLE class=MsoNormalTable style="MARGIN: auto auto auto 39.65pt; WIDTH: 90.44%; BORDER-COLLAPSE: collapse; mso-padding-alt: 0cm 5.4pt 0cm 5.4pt" cellSpacing=0 cellPadding=0 width="90%" border=0>
<TBODY>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 0; mso-yfti-firstrow: yes">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 5.4pt; BACKGROUND: #ffcc99; PADDING-BOTTOM: 0cm; BORDER-LEFT: windowtext 1pt solid; WIDTH: 19.84%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt" width="19%">
调查维度<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 5.4pt; BACKGROUND: #ffcc99; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 17.52%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt" width="17%">
分项维度<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 5.4pt; BACKGROUND: #ffcc99; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt" vAlign=top width="20%">
评估观察点<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 5.4pt; BACKGROUND: #ffcc99; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 21.42%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" vAlign=top width="21%">
分项维度<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 5.4pt; BACKGROUND: #ffcc99; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
评估观察点<o:p></o:p></TD></TR>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 1">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: windowtext 1pt solid; WIDTH: 19.84%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt" width="19%" rowSpan=6>
经营团队称职度（部分）<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 17.52%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="17%" rowSpan=3>
人员任用<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
量才适用<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 21.42%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="21%" rowSpan=6>
职业素养<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
廉洁公正<o:p></o:p></TD></TR>
<TR style="HEIGHT: 24pt; mso-yfti-irow: 2">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 24pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
梯队建设<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 24pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
原则性<o:p></o:p></TD></TR>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 3">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
人员激励<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
担当责任<o:p></o:p></TD></TR>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 4">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 17.52%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="17%" rowSpan=3>
管理风格<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
民主氛围<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
变革精神<o:p></o:p></TD></TR>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 5">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
员工沟通<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
大局观念<o:p></o:p></TD></TR>
<TR style="HEIGHT: 10.5pt; mso-yfti-irow: 6; mso-yfti-lastrow: yes">
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.62%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
管理效率<o:p></o:p></TD>
<TD style="BORDER-RIGHT: windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ebe9ed; PADDING-LEFT: 5.4pt; BACKGROUND: #ccffff; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ebe9ed; WIDTH: 20.58%; PADDING-TOP: 0cm; BORDER-BOTTOM: windowtext 1pt solid; HEIGHT: 10.5pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt" width="20%">
……<o:p></o:p></TD></TR></TBODY></TABLE></DIV>
<o:p> </o:p>
设计调研问卷<o:p></o:p>
管理诊断调查的实施方法通常有文件资料法、访谈法和调查问卷法三种。其中   调查问卷法是管理诊断最常用的方法之一。问卷调查一般先作问卷设计，即根据调查目的编制一套结构性的问题，由调查样本员工在不受干扰的条件下独立填写，在规定时间内收回，最后由调查人员汇总整理。<o:p></o:p>
为使所设计的问题具有较强的针对性，在设计问卷时，经常采用“倒推原理”，即从结果倒推原因。<o:p></o:p>
常规思维模式是正向的，习惯于从原因去推导出结果或结论。运用这种思维模式设计管理诊断调查问卷通常面临较大的困难，即我们不知道原因是什么，因为它正是企业进行管理诊断调查所要寻找的答案。显然，这种模式行不通，否则企业也就不需要花费人力、物力、财力和时间成本进程调查了。“倒推原理”则是一种逆向思维模式，通过结果“顺藤摸瓜”找到结果背后的原因。<o:p></o:p>
比如：在调查“人力资源”中“激励机制”时，我们会预想：如果企业的激励机制有问题，很大程度会反映在员工对于薪酬的满意度上。而据经验，绝大多数企业员工对于薪酬都是不满意的。但不同企业员工其薪酬不满意的原因却各有不同，有的是因为整体薪酬水平处于中低位值而不满意（外部不公平问题），还有一些企业实行高薪战略，员工薪酬待遇普遍很高，但大家仍会感觉不满意，因为他与同事比、上级比，感觉差距太大（内部公平性问题），或者觉得公司搞“平均主义”，没有体现出按劳付酬、按工作价值付酬的薪酬原则（薪酬没有与业绩考核挂钩）。罗列问题可能产生的各种原因，就形成了问卷的设计：<o:p></o:p>
•           您对目前的薪酬水平满意吗？（单选）<o:p></o:p>
      ○很满意        ○较满意        ○不满意        ○很不满意<o:p></o:p>
•           填写“不满意”或“很不满意”的理由是：（限选3项）<o:p></o:p>
      □薪酬与外部相比没有竞争性，基数太低<o:p></o:p>
      □薪酬内部不公平，上下级差距太大<o:p></o:p>
      □薪酬内部不公平，同级之间差距太大<o:p></o:p>
      □薪酬结构不合理<o:p></o:p>
      □薪酬没有体现多劳多得，干多干少一个样<o:p></o:p>
      □薪酬没有体现出个人的真正价值<o:p></o:p>
      □其他（请注明）              <o:p></o:p>
深入分析调查结果<o:p></o:p>
调查结束后，首先要对调查问卷进行汇总、统计，并计算出有多少比例的样本员工选择每个选项。比如总共有200人参与调查，统计其中有98人选择了“没体现个人价值”，那么就有49%的样本员工选择该项。据此做出直观的图表，以利于企业方管理者明了地了解调查结果：<o:p></o:p><SPAN lang=EN-US style="FONT-SIZE: 9pt; COLOR: black; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-bidi-font-family: 'Times New Roman'; mso-themecolor: text1; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"> 
<o:p> </o:p>
例：<o:p></o:p>
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10%<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1121 style="LEFT: 5503px; WIDTH: 302px; POSITION: absolute; TOP: 9467px; HEIGHT: 410px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1121" inset="0,0,0,0">
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20%<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1122 style="LEFT: 6201px; WIDTH: 373px; POSITION: absolute; TOP: 9467px; HEIGHT: 410px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1122" inset="0,0,0,0">
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30%<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1123 style="LEFT: 6882px; WIDTH: 363px; POSITION: absolute; TOP: 9427px; HEIGHT: 340px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1123" inset="0,0,0,0">
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40%<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1124 style="LEFT: 7498px; WIDTH: 300px; POSITION: absolute; TOP: 9427px; HEIGHT: 340px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1124" inset="0,0,0,0">
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50%<o:p></o:p></DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:line id=_x0000_s1125 style="POSITION: absolute; flip: y" strokeweight="0" to="4198,9406" from="4197,7537"></v:line><v:line id=_x0000_s1126 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,9407" from="4197,9406"></v:line><v:line id=_x0000_s1127 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,9103" from="4197,9102"></v:line><v:line id=_x0000_s1128 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,8784" from="4197,8783"></v:line><v:line id=_x0000_s1129 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,8465" from="4197,8464"></v:line><v:line id=_x0000_s1130 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,8161" from="4197,8160"></v:line><v:line id=_x0000_s1131 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,7842" from="4197,7841"></v:line><v:line id=_x0000_s1132 style="POSITION: absolute; flip: x" strokeweight="0" to="4224,7538" from="4197,7537"></v:line><v:rect id=_x0000_s1133 style="LEFT: 2826px; WIDTH: 1260px; POSITION: absolute; TOP: 9054px; HEIGHT: 312px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1133" inset="0,0,0,0">
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外部不公平</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1135 style="LEFT: 3186px; WIDTH: 900px; POSITION: absolute; TOP: 8430px; HEIGHT: 312px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1135" inset="0,0,0,0">
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结构不合理</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1136 style="LEFT: 3006px; WIDTH: 1080px; POSITION: absolute; TOP: 8118px; HEIGHT: 312px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1136" inset="0,0,0,0">
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没有多劳多得</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1137 style="LEFT: 3006px; WIDTH: 1080px; POSITION: absolute; TOP: 7818px; HEIGHT: 300px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1137" inset="0,0,0,0">
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上下差距太大</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><v:rect id=_x0000_s1138 style="LEFT: 3053px; WIDTH: 1168px; POSITION: absolute; TOP: 7494px; HEIGHT: 404px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1138" inset="0,0,0,0">
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同级差距太大</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect></v:group><v:rect id=_x0000_s1139 style="LEFT: 3150px; WIDTH: 2771px; POSITION: absolute; TOP: 2781px; HEIGHT: 300px" stroked="f" filled="f"><v:textbox style="mso-next-textbox: #_x0000_s1139" inset="0,0,0,0">
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<DIV>
某企业员工薪酬不满主要原因</DIV></TD></TR></TBODY></TABLE></v:textbox></v:rect><?xml:namespace prefix = w ns = "urn:schemas-microsoft-com:office:word" /><w:wrap type="square"></w:wrap></v:group>统计出调查结果仅仅是第一步，最重要的是结合文件资料调研、访谈调研所获得的信息，对调查结果进行深入、系统的分析，只有找到了问题的根源才有可能采取正确的纠正对策，就事说事的结果处理方式，对企业改进与提升管理是没有帮助的，也只有如此，才能体现出诊断的价值与意义。<o:p></o:p>
例如对上述调查结果可继续分析如下：<o:p></o:p>
薪酬激励在企业中是一个永恒而又敏感的话题。可以说多数企业的员工对于薪酬激励都是不满意的，但一味提高薪酬的绝对值是否就能够提升员工的满意度、提高工作积极性呢？其实并不见得。因为虽然都是不满意，但对于不满意的原因却是各不相同的，比如对上述调查结果的分析：“外部不公平”因素占32%，说明企业整体的薪酬水平一般，对外竞争力不强。但员工并没有将薪酬绝对值放在不满意的首位。员工对于薪酬不满意的首要原因是“薪酬回报与个人付出不相匹配”，因为“没有体现个人价值”与“没有体现多劳多得”这两项的比率都很高。<o:p></o:p>
为什么员工会感觉个人价值没有得到体现？结合其他调研结果分析，原来该企业没有实行科学的绩效管理体系，对员工的评价是靠上级领导的主观印象与感觉。换句话说，当企业缺少对员工个人工作价值进行客观的评价与衡量的时候，一方面使得员工的薪酬给付缺乏依据，另一方面也会导致员工“高估自己、低估他人”的利己倾向。<o:p></o:p>
再比如对“部门协调困难原因”的调查，经统计得出以下结果：“本位主义”位列第一，占了高达56%的比重；“缺乏主动”位列第二，占52%的比重；“流程不顺”占了42%的比重。假如结果到此为止，那么企业采取的措施很有可能就是“克服本位主义，提高工作主动性，理顺流程与职责”，前两项的解决对策是培训、大会小会上强调，后两项是可以采取可见的措施行动的。但实际上，为什么各部门会有那么强烈的“本位主义”呢？经过系统分析，原来该企业对于各部门都有严格的绩效考核，且对部门的考核成绩与部门绩效工资总额挂钩，这本来没有错，问题出在对各部门的考核指标设置上，过分强调了各部门的职能与重点工作，而没有考虑到部门间的关联指标、共担指标。由于员工担心“多做多错”，故而对于考核指标外的工作，尽量推托与回避，这就是“本位主义”、“缺少主动”现象背后的原因。经过对考核体系的优化后，这个问题自然也就迎刃而解了。<o:p></o:p>
<o:p> </o:p>
实施调查注意事项<o:p></o:p>
在实施管理诊断调查的过程中，有几个关键环节，需要企业与管理专家共同关注：<o:p></o:p>
首先，在正式实施调查以前，应当根据调查目的先进行“预调研”，大致了解企业的管理现状、问题聚焦点，以确定调查的重点，使得后续调查工作能够“有的放矢”。<o:p></o:p>
其次，企业要认真处理管理诊断调查结果。许多企业每年也会自己组织各种员工满意度、忠诚度等调查，但多数企业由于缺乏专业人员及专业技能，往往是有调查没分析，或者有分析没对策，有对策没实施，有实施没检查。使得调查工作也成了一种形式。一般来讲，外部专家对于调查结果不仅会有统计与分析，还会根据调查中发现的突出问题提出改进与提升建议。企业首先应以正确、开放的心态来看待诊断结果，请专家向中高层管理团队通报诊断报告，使管理者了解公司在综合管理方面的水平、存在的问题；进而根据提升建议做出相应的改进措施计划，让员工感受到企业对于改进管理的决心和态度，这样员工才更愿意参与到企业管理中来，积极为企业的健康发展献计献策。<o:p></o:p>

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