第09章-朱兰转型模型和路线图.pptVIP

行为规范的改变 How Are Norms Changed? 各个层次的所有管理人员都必须共享、力行并不断强化所期望的新的文化规范和行为模式，这些规范必须一致并始终坚持。 不要指望因为你正式发布了书面的价值观或者在演讲或会议上宣讲了价值观，就能够轻易地改变人们的文化规范或行为 。 The entire management team at all levels must share, exhibit, and reinforce desired new cultural norms and patterns of behavior—and the norms must be consistent, uninterrupted, and persistent. Do not expect cultural norms or behavior to change simply because you publish the organization’s stated values in official printed material or describe them in speeches or exhortations. 对变革的抵制 Resistance to Change 群体成员担忧在新体制下他们的安全状态和舒适水平会不同于或差于在旧体制下的状况，他们的自然反应就是对变革加以抵制 。 group members immediately worry that their secure status and comfort level under the new system may be very different (worse) than under the current system, so the natural impulse is to resist the change. 16世纪欧洲的天文学家布鲁诺、哥白尼提出宇宙日心说， 极大地 冒犯了作为当时主流文化信念的宇宙地心说。 1940年代 ，当美国的火车机车从蒸汽动力转变为柴油动力时，遭到了铁路工人的反对。 促进文化转型的规范 Norms Helpful in Achieving a Cultural Transformation 文化转型必须获得职工队伍的高度支持。 有些文化规范对于提供所需要的支持似乎有着非常重要的作用。这些具有推动作用的规范包括： 确信与所生产的数量相比，产品或过程的质量起码同样重要，甚至更为重要。这种信念有助于做出有利于质量的决策。 坚定不移地满足顾客的需要。需要时，组织的全体成员都要全力以赴去帮助顾客。 追求挑战性目标和持续改进。改进产品或过程的经济机会总是存在 。 致力于持续改进的组织才能够不输于或超过竞争者。 顾客导向的行为守则和伦理守则。各级的管理者要不断强化这些守则 。 坚信持续的适应性变革不仅可取而且是必需的。组织还有必要创建一种能够对所发现的变化趋势作出快速反应的结构和过程 。 Transforming a culture requires a highly supportive workforce. Certain cultural norms appear to be instrumental in providing the support needed. Some of the more enabling norms are as follows: A belief that the quality of a product or process is at least of equal importance, and probably of greater importance than the mere quantity produced. This belief results in decisions favoring quality. A fanatical commitment to meeting customer needs. Organization members, if necessary, drop everything and go out of their way to assist customers in need. A fanatical commitment to stretch goals and continuous improvement. There is always an economic opportunity for improving products o