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1、第二章 Chapter 2,管理理論 Management Theory,目錄 Table of Contents,2.1 演進觀點：我們?nèi)绾蔚玫浇袢展芾砝碚? Evolving Viewpoints: How we got to today’s management outlook? 2.2 古典觀點：科學管理與行政管理 Classical viewpoint: scientific and administrative management 2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral viewpoint: Behaviorism, Human Relatio

2、ns, and Behavioral Science,2.4 定量分析觀點：管理科學與運營管理 Quantitative approaches: Management Science and Operations Research. 2.5 系統(tǒng)觀點 Systems Viewpoint 2.6 權(quán)變觀點 Contingency Viewpoint 2.7 質(zhì)量管理觀點 Quality-Management Viewpoint 2.8 學習型組織 The Learning Organization in an Era of Accelerated Change,目錄 Table of Con

3、tents,我們?nèi)绾蔚玫浇袢展芾砝碚?How We Got to Today’s Management Outlook,學習理論的益處 Theoretical perspectives can： a. 幫助理解現(xiàn)狀 help understanding the present. b. 指導行為 guide your actions. c. 新想法的來源 provide a source of new ideas to use in new situations. d. 理解管理者決策的意圖 provide clues to your managers’ decisions. e. 是對外部事件

4、含義的提示 provide clues to meaning of events outside the organization that could affect it or you.,兩個主要的管理基本觀點 Two Overarching Perspectives about Management,歷史觀點 －古典、行為及定量分析觀點 Historical perspective：classical, behavioral, and quantitative 當代觀點 －系統(tǒng)、權(quán)變及質(zhì)量管理觀點 Contemporary perspective：systems, contingenc

5、y, and quality-management,歷史觀點一覽圖,2.2 古典觀點：科學管理與行政管理 Classical Viewpoint: Scientific & Administrative Management,科學管理 Scientific Management 強調(diào)的是以科學的方法來研究工作，以提升工作者的生產(chǎn)力。 emphasized on the scientific study of work methods to improve the productivity of individual workers 代表人物：泰勒、弗蘭克與利蓮吉爾伯斯夫婦 Pioneere

6、d by Taylor & the Gilbreths,科學管理四原則 Principles of Scientific Management 用科學方法來分析工作的每個部分。 Scientifically study each part of the task 慎選具有適當能力的工人。 Carefully select workers with the right abilities 給予工人適當?shù)挠柧毰c誘因，并讓工人利用正確的方法做事情。 Give workers the training and incentives to do the task 利用科學方法來規(guī)劃工作，并讓工人能駕輕就

7、熟地工作 。 Use scientific principles to plan the work methods,行政管理 Administrative management 關(guān)心的是整個組織的管理。 concerned with managing the total organization 法約爾 Henri Fayol 法國的工程師及工業(yè)學家 French engineer and industrialist 首位提出系統(tǒng)研究管理行為的人 First to identify the major functions of management,2.2 古典觀點：科學管理與行政管理 Cl

8、assical Viewpoint: Scientific & Administrative Management,韋伯認為“官僚機構(gòu)”的含義是理性，有效率，基于邏輯原則的理想組織。 Max Weber believed that a bureaucracy was a rational, efficient, ideal organization based on the principles of logic,2.2 古典觀點：科學管理與行政管理 Classical Viewpoint: Scientific & Administrative Management,理性官僚機構(gòu)的五大特點

9、 Five Positive Bureaucratic Features,清楚界定的職權(quán)層級 A well-defined hierarchy of authority 正式的規(guī)章及程序 Formal rules and procedures 明確的分工 A clear division of labor 不講私情 Impersonality 根據(jù)能力升遷 Careers based on merit,Case study I,格蘭認為個別工作者必須關(guān)心生產(chǎn)力的問題。他不準許工人對工作方法表示意見。格蘭所采取的觀點是什么？ Which viewpoint emphas

10、ized the scientific study of work methods to improve the productivity of individual workers? A. 科學管理Scientific management B. 行政管理Administrative management C. 行為科學Behavioral science D. 全面品管TQM,為什么古典觀點如此重要 Why the Classical Viewpoint is Important?,強調(diào)的是工作活動的理性面。 Work activity was amenable to a ration

11、al approach 透過科學方法、時間與動作研究及專業(yè)分工，組織便會提升其生產(chǎn)力。 Through the application of scientific methods, time and motion studies, and job specialization it was possible to boost productivity,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,行為學觀點有三個發(fā)展階段 The behaviora

12、l viewpoint developed over three phases: 早期的行為主義 Early behaviorism 人際關(guān)系運動 The human relations movement 行為科學 Behavioral science,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,行為觀點 Behavioral viewpoint 強調(diào)的是了解人類行為、激勵員工達成目標的重要性。 Emphasized the importance

13、 of understanding human behavior and of motivating employees toward achievement,瑞秋經(jīng)營一個小型的咖啡店。她認為了解員工的行為、激勵員工是很重要的。瑞秋采取的是什么觀點？ Which viewpoint emphasized the importance of understanding human behavior and of motivating employees toward achievement? 科學管理 Scientific management 行政管理 Administrative mana

14、gement 行為觀點 Behavioral 全面品管 TQM,Case study II,Hugo Munsterberg－工業(yè)心理學之父 對工作加以研究，并決定哪些人適合哪些特定的工作。 Study jobs and determine which people are best suited to specific jobs 確認員工在從事最適合的工作時的心理狀態(tài) 。Identify the psychological conditions under which employees do their best work 設計一些策略，以影響員工能符合管理者利益。 Devise man

15、agement strategies to influence employees to follow management’s interests,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,弗洛特 －社會工作者與社會哲學家 組織應如同「社區(qū)」般地運作 。Organizations should be operated as “communities” 管理者與部屬要共同討論、解決差異問題。 Conflicts should be resolve

16、d by having managers and workers talk over differences and find solutions that would satisfy both parties 工作進度要由部屬掌握（當然部屬要有相關(guān)知識）The work process should be under control of workers with relevant knowledge,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,

17、梅奧與霍桑效應 Mayo and Hawthorne effect 如果工人覺得受到關(guān)懷且主管對他們付出更多關(guān)懷，他們就會更賣力地工作。 Employees worked harder if they received added attention, thought that managers cared about their welfare and that supervisors paid special attention to them,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relati

18、ons & Behavioral Science,馬斯洛與需求層次理論 Maslow’s Hierarchy of Needs 生理 安全 社會 尊重 自我實現(xiàn)需求,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,麥克雷格與X理論、Y理論 McGregor – Theory X vs. Theory Y X理論 Theory X 對員工采取悲觀、負面的看法。 Represents a pessimistic, negative view of work

19、ers 員工被視為是不負責任的、抗拒改變的、缺乏野心的、厭惡工作的，以及喜歡被領(lǐng)導。Workers are irresponsible, resistant to change, lack ambition, hate work, and want to be led,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,Y理論 Theory X 對員工采取樂觀的、正面的看法 Represents an optimistic, positive view

20、 of workers 員工被視為是愿意負責任、自我管理、自我控制，以及具有想像力和創(chuàng)造力。 Workers are considered capable of accepting responsibility, self-direction, self control and being creative,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,行為科學學派 Behavioral science 以科學方法發(fā)展行為理論，以向管理者提供有用的

21、管理工具。 Relies on scientific research for developing theories about human behavior that can be used to provide practical tools for managers,2.3 行為觀點：行為主義、人際關(guān)系與行為科學 Behavioral Viewpoint: Behaviorism, Human Relations & Behavioral Science,Case study III,安娜自營一家俱樂部。她認為員工非常被動、不負責任，因此必須嚴加監(jiān)督。她采取的是什么觀點？ Which

22、 viewpoint reflected the passive、irresponsible and like-to-be supervised of staff’s personality? X理論 Theory X Y理論 Theory Y Z理論 Theory Z,2.4 定量分析觀點：管理科學與運營管理 Quantitative Viewpoints: Management Science & Operations Research,定量分析 Quantitative management 強調(diào)如何利用定量分析技術(shù)，如統(tǒng)計學、計算機仿真，來解決管理問題。 Application t

23、o management of quantitative techniques, such as statistics and computer simulations 分為管理科學與運營管理 Management science, operations management,管理科學 Management science 利用數(shù)學來協(xié)助解決問題、做出決策。有時候，管理科學被稱為運籌學。 Stresses the use of rational, science-based techniques and mathematical models to improve decision mak

24、ing and strategic planning,2.4 定量分析觀點：管理科學與運營管理 Quantitative Viewpoints: Management Science & Operations Research,運營管理 Operations management 涉及到如何以更為有效的方式來管理產(chǎn)品及服務的生產(chǎn)與運輸問題。 focuses on managing the production and delivery of an organization’s products or services more effectively 包括工作排程、生產(chǎn)規(guī)劃、廠址與設計、最

25、適存貨量等工作。 work scheduling, production planning, facilities location and design,2.4 定量分析觀點：管理科學與運營管理 Quantitative Viewpoints: Management Science & Operations Research,當代觀點一覽圖,2.5 系統(tǒng)觀點 Systems Viewpoint,系統(tǒng)觀點 Systems Viewpoint 將組織視為由相互關(guān)聯(lián)的部分所組成的系統(tǒng)。 Regards the organization as a system of interrelated par

26、ts 由各子系統(tǒng)所組成。 Collection of subsystems 是更大系統(tǒng)的子系統(tǒng)。 Part of the larger environment,,圖： 系統(tǒng)的四個組成要素 The Four Parts of a System,開放系統(tǒng) Open system Continually interacts with its environment 持續(xù)與環(huán)境互動的系統(tǒng)。 封閉系統(tǒng) Closed system 不與環(huán)境互動的系統(tǒng)。 Has little interaction with its environment,2.5 系統(tǒng)觀點 Systems Viewpoint,2.6

27、 權(quán)變觀點 Contingency Viewpoint,權(quán)變觀點 Contingency viewpoint 管理的方式要隨著個人及環(huán)境情況的變化而有所不同。 emphasizes that a manager’s approach should vary according to the individual and the environmental situation 最切合實際的觀點，因為它對每個個案的不同，分別提出問題與解決之道。 most practical because it addresses problems on a case-by-case basis,陳老

28、師評管理學期末成績時，會依照每位學生的學習態(tài)度、課堂表現(xiàn)、個人背景因素來做調(diào)整。這是什么觀點之例？ 行為 Behavioral Viewpoint 系統(tǒng) Systems Viewpoint 專案 PM Viewpoint 權(quán)變 Contingency Viewpoint,Case study IV,2.7 質(zhì)量管理觀點 Quality Control & Quality Assurance,品質(zhì)控制 Quality Control 借由管理生產(chǎn)過程的各個程序，使錯誤減到最低的策略。 the strategy for minimizing errors by managing each sta

29、ge of production 品質(zhì)保證 Quality Assurance 著重于員工績效，鼓勵員工達到零缺點目標。 focuses on the performance of workers, urging employees to strive for “zero defects”,全面品管 （TQM） 公司全面性地做到持續(xù)的品質(zhì)改善、訓練及顧客滿意。 comprehensive approach led by top management and supported throughout the organization-dedicated to continuous qual

30、ity improvement, training, and customer satisfaction 代表人物：戴明與朱倫 Deming, Juran,2.7 質(zhì)量管理觀點 Quality Control & Quality Assurance,全面質(zhì)量管理 Total Quality Management,使「持續(xù)改善」成為最優(yōu)先的事情。 Make continuous improvement a priority 品管是每個人的事情。 Get every employee involved 傾聽顧客及員工的聲音并向他們學習。Listen to and learn from

31、customers and employees 利用正確的標準來確認及解決問題。Use accurate standards to identify and eliminate problems （benchmarking),2.8 學習型組織 The Learning Organization,學習型組織 The Learning Organization 能夠創(chuàng)造、獲得和傳播知識并修正行為以適應環(huán)境變化和知識更新的組織。 organization that actively creates, acquires, and transfers knowledge within itself

32、and is able to modify its behavior to reflect new knowledge,如何建立學習型組織 How to build a learning organization 建立學習的承諾。 Build a commitment to learning 努力建立具有影響力的新構(gòu)想。 Work to generate ideas with impact 實現(xiàn)這個新構(gòu)想 。 Work to generalize ideas with impact,2.8 學習型組織 The Learning Organization,