珠寶行業企業核心職能發展與應用(ppt 40頁)

珠寶行業企業核心職能發展與應用目錄：
一、為何要研究職能並加以應用？
二、統一超商的企業文化
三、知識管理-
四、Causal Relationships
五、解釋名詞
六、職能發展項目
七、Developing a model
八、人力甄選
九、甄選流程（一般模式）
十、甄選管理模型
十一、......

珠寶行業企業核心職能發展與應用內容提要：
為何要研究職能並加以應用？
將企業文化、經營理念、政策等價值觀融入經營管理機能
應用職能提升HR在人力資本的管理質量
將企業文化融入組織成員（醞釀、培養與成長）
建立企業內部人力管理一致管理標準
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Causal Relationships
Competencies always include an intent
motive or trait force which cause action toward an outcome
e.g. knowledge and skill competencies invariably include a motive, trait or self-concept which provides the drive or push for the knowledge or skill to be used.
Behavior without intent doesn’t define a competency
e.g. management by walking around
Causal flow model can be used to do behavioral analysis
……

職能字典 -Customer focus
Definition: Making customers and their needs a primary focus of one’s actions; developing and sustaining production customer relationships
Attitude should include:
Always focus on customer’s needs and take proper actions accordingly
Have clear communication with customer regarding mutual expectations
Probe to discover the customer’s underlying needs and match available or customized services to that need
Follow through to ensure the promises to the customer are kept and questions or complaints are resolved
Operate with a long-term view of the relationship / partnership
Pay attention to customer satisfaction.

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