June 29, 2004

会社の社員に対する方向付け(要求)と社員の倫理的行動の関係

「会社の社員に対する方向付け」とは、「売り上げ目標/ノルマ」だったり、「お客様の笑顔を大切に」というスローガンだったり、を意味するが、この「方向付け」の有無や性質と社員の倫理的行動の間には、ある関係が存在しているような気がしてならない。

ここで言う「会社の社員に対する方向付け」とは、「売り上げ目標/ノルマ」だったり、「お客様の笑顔を大切に」というスローガンだったり、を意味するが、この「方向付け」の有無や性質と社員の倫理的行動(倫理問題に関する行動と、選択の意味)の間にはある関係が存在しているような気がしてならない。
イメージがわく様に例を挙げると、自分が営業部門の非雇用者であり、会社もしくは上司から、何らかの契約件数(或いは販売数/額)のノルマを課されたとする。それをクリアするのが厳しい状態で、またそのノルマを達成できなかった場合のペナルティが厳しい時にはノルマを課された営業部門の社員は何が何でもそのノルマをクリアするために、多少の問題(あるときは非倫理的な選択をすること)に目をつむる可能性がある。具体的には、販売したいサービス/財が顧客のニーズを満たすか、またはニーズに見合うかという点で、少しごまかしてセールスをしたり、誇大広告をうったり、接待漬け(コストの問題があるが)にするかも知れない。
 これは上司からの命令もしくはスローガン等が、「顧客の契約/購入一ヶ月間の満足度の最大化」等で、その結果口コミで契約/販売数の増加に繋がっているケースとは全く異なった状態・性質であることは言うまでもない。
 後者の状況では、社員(方向づけをされる側)が主体的に目標(方向付け)に取り組んでいる場合についてだが、このような場合社員は自分の判断のもとに、自分が考える最良のサービスを提供する努力をするだろうし、それが、非倫理的なものになる確率は、前者(ノルマの例等)のような目標があったり、後者のような方向付けが無い場合に比べて低いのではないかと考えられる。

よって、企業の事例を見る際に企業が社員にどのような方向付けを行っていたかを一つの検査項目とするのは有効な手段であると考えられるし、実際にやってみようと思っている。

具体的な対処法としては、ストックオプション(短期的な株価のつり上げに向かうような戦略を行いがちで、長期的な成長に関する視点を欠く原因になりうる)や、歩合制(本当にそれを売る事が顧客の利益になるのかという点を軽んじる可能性を生む)などを導入する場合は、それらの評価基準となる、四半期の会計報告書の数字や、売り上げだけでなく、顧客満足度のアンケート等(短絡的か?)なるべく多面的な評価基準を用いるべきである。

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