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论文编号：	4167
作者编号：	2120092484
上传时间：	2012/6/4 23:07:44
中文题目：	GE公司医疗事业部工作满意度提升研究
英文题目：	GE Healthcare Employee Job Satisfaction Improvement Study
指导老师：	周建教授
中文关键字：	GE公司；工作满意度；工作满意度调查
英文关键字：	GE；Job Satisfaction；Job Satisfaction Survey
中文摘要：	随着我国加入WTO，面对知识经济迅猛发展, 中国市场的国际地位越来越重要。大量的跨国公司在中国投资开展业务，谋求在这个全球最重要的新兴市场占有一席之地。在商品和服务空前多样化的市场经济环境下，企业间的竞争越来越白热化。在这个特殊的历史阶段，跨国公司能否快速实现本地化，能否吸引并保留本地人才成为企业立足中国市场并获得成功的关键。跨国公司要想在变幻莫测的商业环境中独占鳌头,占据市场领导者地位，取得竞争中持久的优势,其成功因素取决于政府关系、资金支持、创新产品、市场营销、人力资源等方面，而其中最重要的动因是人力资源的力量。企业只有提高员工的工作满意度， 才能充分调动员工的工作积极性，发挥员工主人翁精神，积极献计献策，为企业的发展贡献自己的一份力量。那么如何真正做到以员工为中心？提高员工的工作满意度？这些问题成为跨国公司本地化经营中必需思考的内容。作者在GE公司有二年多的工作和管理经验， 对这家公司的企业文化、运营管理有了一些大致的了解。GE公司是一家组织管理非常成熟和完善的公司，多元化经营，有非常丰富的产品线，公司财务状况非常良好，长期被华尔街金融机构评级为值得投资和股票买入的公司。GE公司的发展为美国现代企业制度积累了非常多的宝贵经验和成功案例。有资料统计，目前全球财富500强跨国公司现任CEO中50%人员有过GE公司工作背景。因此， 从外部人士来看，GE公司有非常高的声望和美誉度，是一家非常受人尊敬和向往的公司。公司连续15年被Hay集团和《财富》杂志评为全球最受赞誉公司， 其深远意义是获得了顾客和同行的认可。GE公司成功秘诀在于：长期积累的企业文化支持公司战略的实现；组织结构和管理流程支持公司长期绩效的达成；通过员工的成功获得公司的成功；注重领导力和人才的培养。但是，作者在两年多的工作经历中，特别是2010年，亲身感觉到的感受却和外部评价大相径庭。在公司内部，许多员工对组织产生越来越多负面评价和抱怨，并且已经显现出一些具体的影响：表现在销售业绩下滑，公司内部矛盾凸显，员工离职率显著上升。为此，公司管理层在2010年底委托人力资源部门发起员工工作满意度调查，从指标分配、销售资源、员工培训、公司管理方式等方面征求员工对公司日常管理的评价，希望评估员工工作满意度的现状，找出员工集中反映的问题并加以改进。 GE公司医疗事业部对比剂分公司在2010年3月份任职6年的总经理离职，对于长期以来带领大家在激烈市场竞争中不断前进的各级员工而言，该人事变化对大家有很深的触动。面对突然的改变，公司没有给出具体的解释与说明，很多人表现出迷茫与困惑，不知道如何应对，整个公司陷入一种潜在的危机当中。 紧接着这种危机带来了相当的销售负面波动，并暴露中一些长期以来积累的问题与矛盾。4月份，空降的新任总经理到岗。面对着处在动荡中的公司环境，新任总经理决定通过对现有的组织结构进行改组以打破僵局：将组织架构从以前的一条汇报线变为两条；重新细化销售区域，全国范围内大量扩招新销售代表；并在市场活动、销售推广等方面推行完全不同于以往模式的变革。在这个过程中，有些事情既没有得到上级的充分沟通和支持，也没有得到下级的理解与认同，因此执行起来不是非常顺畅， 有时甚至是冲突。由于新任总经理是孤身一人入职，没有带来相应的团队，而且在公司文化融合、上下级沟通、市场投入回报、人员扩招与生产力提高、销售增长等方面离公司医疗事业部管理层的期望还存在一定差异，8月份总经理又再次离职。可想而知，这种频繁的高层变动，带来更加强烈的组织内部冲击，造成销售下滑、市场份额下降、指标达成困难、市场活动组织困难、组织结构反复调整、员工主动离职率显著上升、客户投诉抱怨等现象发生，并表现出员工整体满意度下滑的趋势。作者认为公司在管理中所显现出的各种问题，都集中影响了员工满意度的下降。因此开展员工满意度的研究并使之得到有效提高，对于改善公司管理的现状将具有十分深远的意义。作者通过对工作满意度的理论回顾，介绍了双因素理论、内在报酬和外在报酬理论、工作满意度核心、工作满意度维度、工作满意度调查概念。接下来作者分析了GE公司医疗事业部工作满意度调研的现状和员工意见汇总，总结出满意度调查各分值人员评分分布， 找出低于平均分值的各个单项问题，结合理论将之归纳为影响GE公司工作满意度提高的关键因素，并针对性提出提高工作满意度的解决方案，以期对GE公司提出有益的借鉴。本文主要由五章组成。第一章为绪论，介绍了本论文的研究背景、内容和框架、目的和方法。第二章为工作满意度相关理论介绍，回顾了工作满意度历史，工作满意度影响因素和工作满意度调查工具。第三章为GE公司医疗事业部工作满意度调查报告，介绍了GE公司工作满意度调查的背景、工作满意度评分汇总和意见反馈。第四章为GE公司医疗事业部工作满意度调查结果分析，分析了影响GE公司工作满意度提高的内外部原因。第五章为GE公司医疗事业部如何提升工作满意度方案建议，介绍了提升工作满意度的途径、原则和具体方案。最后为结论与启示。
英文摘要：	With the entrance to the WTO and facing knowledge based economic fast grow-up, the position of Chinese market becomes more and more important. A large amount of multi-national companies have invested on China to run business in order to find a place in this most important new developing country. On the condition of diversification of goods and service, the competition between enterprises are becoming more and more perfervid. In this special historic period, the key factor for multi-national companies getting success in China market is that whether they achieve localization quickly and whether they recruit and maintain local talent in company. If multi-national companies want to find prior place on today more and more fierce competitions and get advantage for a long period, the success factor depend on government relationship, cash flew safety, innovational products, marketing promotion and HR aspect. Among them the most important reason is people power. Only improving employee job satisfaction, can enterprises mobilize employee working enthusiasm. How to put employee as priority and improvement employee job satisfaction, these issues is the key topic of multi-national company local operation. At the same time, human-centered management is becoming an essential idea in enterprises. How to improve self –competition and get advantage of competition for each enterprises, the key reason is to improve employee job satisfaction. How to enhance employee job satisfaction to achieve human-centered management is an urgent issue to be solved indeed. The author has 2-year working and management experience in GE company, and has some understanding of this company organization culture, operation management. GE is a very mature company with diversity operation, ample pipeline and health finance situation, it is be settled as worthy investment and buy-in stock by the Wall Street finance organization. GE′ development had accumulated a lot of honourable experience and success case study for American contemporaneity enterprise system. It is be stat. that beyond 50% CEO of Fortune 500 multi-national companies have working experience at GE. Therefore, GE had a good reputation for outside people. However, within the period of 2-year working experience, especially in 2010, author take feedback that employee have more and more negative comment and complain for company, represented as sales performance decrease, inner conflict grow up, employee resignation increase. Therefore, at the end of 2010, the company management team consign HR department to initiate employee job satisfaction survey to evaluate employee job satisfaction actuality and find the question to get improve on. As the resign of 6-year working experience′ GE healthcare general manager at March 2010, for common employee of each level ,it bring out tremendous shake. This change produce some negative sales influence and expose some antinomy which accumulated for a long time. In April, new GM is on board, he push his transform on organization structure, market activity and sales mode. Because that exist gap with expectation of management team on company culture amalgamation, communication manner, return of investment, sales force recruitment and sales force productive improvement, new GM also resigned at August 2010. The frequent company leader alteration brought out intense organization impact. It resulted in sales decrease, market share decrease, difficulty on achieving sales target, difficulty on market activity promotion, organization structure adjustment time after time, employ resign rate dramatic increase, custom complain occur, and putting up trend of job satisfaction decline. Author by reviewing job satisfaction theme, introduce two-factor theory, internal and exterior pay theory, job satisfaction core, job satisfaction dimensionality, job satisfaction survey. Then author analysis GE healthcare BU job satisfaction survey actuality and summary of employee opinion and get the distribution of job satisfaction score. It can get conclusion by analyzing each question with low score to summarize key point of influencing job satisfaction and find the solution to improve job satisfaction. It will be useful for GE to improve job satisfaction. The thesis is comprised with five chapters. Chapter one is introduction of study background, content and framework, purpose and method. Job satisfaction history, influence factor, survey tools are introduced in chapter two. According to GE healthcare job satisfaction survey is brought forth in chapter three, introducing job satisfaction survey background, score summary, opinion feedback. Chapter four is the outcome analysis of GE healthcare job satisfaction survey, analyzing interior and exterior reason of influencing job satisfaction improvement. Chapter five is solution for GE healthcare how to improve job satisfaction, introducing improving job satisfaction approach, principle and detail scheme. The final party is the conclusion and revelation.
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