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      行動學習法在流程優化中的運用
       

        :現代企業的管理越來越依賴于流程,采購流程、生產流程、銷售流程、庫房管理流程,各種流程幾乎無處不在,流程是企業的筋骨,支撐起日常的運作。很多企業當下正在執行的流程中,目的不明,責任不清,環節冗余,效率低下是最常見的問題。此種情況下,將流程重新進行梳理、精簡、優化,應該是解決問題的最好辦法。而“群策群力,行動學習”提供了一種全新的流程優化的方法:一小組人共同解決組織實際存在問題的過程和方法,每個人都參與流程優化,并對最終結果負責。行動學習不僅關注問題的解決,也關注小組成員的學習發展以及整個組織的進步。行動學習是一個從自己行動中學習的過程,行動學習的關鍵原則:每一個人都有潛能,在真正“做”的過程中,這個潛能會在行動中最大限度地發揮出來。

      關鍵詞:流程管理 行動學習 戰略導入

      一、行動學習法簡介

      行動學習法是由英國管理學思想家雷吉•雷文斯(Reg Revans) 1940年發明的,并將其應用于英格蘭和威爾士煤礦業的組織培訓。

      所謂行動學習法培訓,就是透過行動實踐學習。即在一個專門以學習為目標的背景環境中,以組織面臨的重要問題作載體,學習者通過對實際工作中的問題、任務、項目等進行處理,從而達到開發人力資源和發展組織的目的。

      行動學習法實際是一種看似復雜實際簡單的概念。它是如此簡單,以至于其蘊藏的力量多年來一直被人們所忽視。行動學習之于商業管理方面的基本概念就是,經理人們獲得管理經驗的最好方法是通過實際的團隊項目操作而非通過傳統的課堂教學。行動學習法的目的不僅是為了促進某一具體項目或個人的學習發展,更致力于推動組織變革,將組織全面轉化成“一個學習系統”。

      為了說明行動學習法,雷文斯使用了一個簡單的方程式,即:L=P+Q。行動學習法中的學習(L)是通過把掌握相關專業知識(P)與提出深刻問題能力(Q)相結合來完成的。

      究其本質,行動學習是建立在對團隊成員所積累經驗的激發和重新詮釋的行為上。在商業活動中,行動學習體現為經理人們以團隊合作的形式解決實際案例中的關鍵問題。這里所說的團隊是由相互平等的成員組成的集體,而不是由某個主要負責人或導師帶頭組成的委員會。在團隊工作過程中,工作的重心將放在互相支持、相互促進和廣泛提出問題方面而非簡單地各自提出觀點。

      行動學習法的核心要點:行動學習法需要人們在思想上的根本改變;同時,因為身處其中的學習者可以籍此超越思想、行為、信仰的極限,把行為、信仰和價值觀統一起來,使個人的行為更具效力;所以,它是塑造企業文化、打造學習型組織和建立知識管理系統的關鍵!

      提出問題和傾聽回答是一門日益重要的管理(含營銷管理)技巧;行動學習法兩者并重。但行動學習理論也并不是速效藥丸,它需要一個過程,需要人們在思想上的根本改變。

      二、行動學習法在流程優化中的運用

      1、 戰略和組織結構導入

      流程是動態的組織架構,所以流程的設計和優化需要在戰略和組織架構的指引下開展。項目組在深入了解企業的盈利模式和管理體系、企業戰略目標、國內外先進企業的成功經驗、企業現存問題以及信息技術應用現狀后,找出業務流程點,并確定流程清單初稿。

      業務流程優化小組與企業各級員工對流程清單進行協商和修正,針對管理再造需求深入分析和研究,并提出對各問題的解決方,形成流程清單終稿。

      2、 群策群力,誘之以利

      流程優化的過程中可能遇到的最大阻礙應該是出于掌權者對權力再分配的恐慌,流程的重組勢必引起職能變化、組織重構、人員調整等等變化,在現有流程中,已經掌握了一定權力的組織和個人因為害怕失去既得利益,將不可避免的對任何可能的變革進行抵制。

      針對這一點,企業更應該在變革的初期就讓所有人員對即將到來的變革有一個正確的理解和清晰的認識,把變革后可能產生的改變和結果準確的傳達給每一個相關人員。

      在流程優化的過程中,適宜采取封閉式會議的方式,將流程優化相關人員召集起來進行為期幾天的“群策群力,行動學習”,即通過大家集體、民主的方式,在專家的引導下進行流程梳理與優化。在流程優化的過程中,向大家宣傳“多勞多得”和“權責對等”的原則,誘之以利。在流程優化的過程中,主要有“系統化改造”和“全新設計”兩種方法。

      系統化改造法以現有流程為基礎,通過對現有流程的消除浪費、簡化、整合以及自動化(ESIA)等活動來完成重新設計的工作。全新設計法是從流程所要取得的結果出發,從零開始設計新流程。這兩種流程優化方式的選擇取決于企業的具體情況和外部環境。一般來說,外部經營環境相對穩定時,企業趨向于采取系統化改造法,以短期改進為主;而在外部經營環境處于劇烈波動狀況時,企業趨向于采取全新設計法,著眼于長遠發展而進行比較大幅度的改進工作。從多數單位的具體情況來說,比較適宜的方式是采取系統化改造法,而且最好用流程圖形式表現出來。

      3、 行動學習,民主決策

      流程優化所帶來的改變越大,涉及的利益相關者越多,企業面對的困難就越多,阻力就越大,變革的推動者需要做出的努力就越多。

      很多時候,來自業務部門的阻力可能并非源自意義重大的關鍵點,而僅僅是那些并不起眼的操作方式或工作習慣,如果變革的推進者一味強調變革本身的重要性,固執的要求流程所有者毫無保留的配合,不折不扣的執行,勢必會強化對方的抵觸情緒,遭到更大的阻力。

      采用行動學習法進行流程優化,各業務部門為主體,以流程優化為主題,它能夠使業務部門人員及時將行動體驗上升到認識水平,并將新認識及時轉化為行動,繼而在行動中檢驗認識,并產生新的學習體驗。在流程優化過程中,行動學習具有以下幾個方面的特性:

      反思性。行動學習建立在反思與行動相互聯系的基礎上,特別關注從以往經驗中進行學習,具有反思性。反思的質量是學習成敗的關鍵,也是進行流程優化和重組的重要基礎。

      合作性。行動學習強調學習是一個團體活動的過程,成員在小組內向其他人陳述問題并尋求反饋,其他成員作為支持者、傾聽者、觀察者、協商者和提問者。流程優化方案在民主鈞策的基礎上定稿。

      參與性。行動學習中學員的參與是思維上、情緒情感上、行為上的真正參與。每個業務部門人員都要積極地參與到每個環節中并充分發揮個人的潛能。各業務部門人員的相關經驗和對現實問題的認知與理解是小組中非常寶貴的資源。

      4、 立“軍令狀”

      在流程優化方案經過各利益相關方一致同意的基礎上,項目組應及時將得出一致意見的流程提交相應負責人簽字,否則流程尚未優化,戰事卻要先起了。

       
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