危机过程管理:如何提升组织韧性?

Crisis Process Management:How to Improve Organizational Resilience?

危机过程管理是指组织领导者采取行动和开展沟通来降低危机发生的可能性、将危机造成的伤害最小化并努力在危机后重建秩序的过程。组织韧性是指组织通过运用能力和资源,制定应对危机和逆境的规划,响应危机并在危机事后实现恢复、反超的过程。本文基于过程观的视角,将危机管理视为提升组织韧性的过程。首先,通过梳理分析危机管理的代表性文献,识别出危机过程管理提升组织韧性的四个方面内容,包括高可靠性组织、危机指挥系统、危机领导力和危机学习。其次,结合华为公司的具体实践,分析危机过程管理对于打造韧性组织的作用机制。最后,发展出一套有助于企业提升危机管理能力与组织韧性的理论体系和实践框架。本文对于危机管理与组织韧性的未来研究和实践均有一定的启发意义。

Crisis process management refers to the process in which organizational leaders take actions and communicate to reduce the possibility of crisis,minimize the damage caused by the crisis and try to rebuild order after the crisis.In contrast,organizational resilience refers to the process in which an organization makes plans to cope with crises and adversity,responds to crises,recovers and even improves after crises through the use of organizational capabilities and resources.From the perspective of process view,this study regards crisis management as a process to improve organizational resilience.We adopt the process view of crisis,and divide the process of crisis management into four phases,that is,before the crisis,early stage of crisis,middle stage of crisis,and later stage of crisis.By reviewing the crisis management literature,this study has identified four research themes relevant to organizational resilience:high-reliability organizations,incident command system,crisis leadership and crisis learning,which are respectively emphasized in different phases of crisis management when taking the characteristics and the focus of different crisis management phases into consideration.Based on this,we try to construct connections between the theoretical concepts with the practice of enterprises in order to promote researches on organizational resilience and crisis management and provide insights for crisis management practices.Through analyzing the specific practice of Huawei,we have provided a process model of crisis management,consisting of two dimensions of bouncing back for surviving and bouncing forward for thriving.We have thus analyzed the role of crisis process management in building a resilient organization,and ultimately formed a theoretical system and practical framework to help enterprises improve organizational resilience and crisis management ability.