浅谈企业的危机管理
摘要
现代社会是一个竞争日益激烈的多元化社会，经济生活复杂多变。企业在生产经营中面临着多种危机，并且无论哪种危机发生，都有可能给企业带来致命的打击。本文首先阐述了国内外企业危机管理的理论研究，总结了企业危机的特征与类型，就企业危机的突发性、破坏性、不确定性、急廹性、信息资源紧缺性、舆论关注性以及人事危机、行业危机、产品/服务危机、计算机技术危机、财务危机、天灾人祸、媒体危机、诉讼卷入等作了简要介绍，并在此基础上，分析了企业危机管理的六大原则，包括事先预测原则、迅速反应原则、尊重事实原则、承担责任原则、坦诚沟通原则、灵活变通原则，提出了企业危机管理全过程的策略，具体分为三个主要阶段：1、危机发生前的积极预防，着重分五点：建立强烈的危机意识、建立预防危机的预警系统、制定危管理计划、成立危机管理机构、建立处理危机关系网，2、及时妥善处理危机，重点阐述三点：迅速掌握危机的全面情况，及时出台相应的对策，有效地控制谣言。3、危机后的客观评价分析。最后作出结论，并就现代企业危机管理提出三点建议。
关键词：危机管理 危机预防 危机处理
Modern society is a pluralistic society increasingly competitive, complex and volatile economic life. Production and operation enterprises are faced with multiple crises, and no matter what kind of crisis, are likely to be fatal to the enterprise. This paper describes the theory of international research for crisis management, summed up the characteristics and types of enterprise crisis, the crisis on corporate sudden, destructive, uncertainty, urgency Po, information resources, shortage of, the media attention to sexual and personnel crisis, the industry crisis, the product / service crisis, the crisis of computer technology, financial crises, natural disasters, media crisis, the involvement of such litigation are briefly introduced, and based on the analysis of the six principles of corporate crisis management, including predict in advance the principles, the principles of rapid response and respect the fact that the principle of responsibility principle, the principle of open communication and flexible principles, made the whole process of enterprise risk management strategies, subdivided into three main stages: 1, the positive before the crisis prevention emphasis in five points: to establish a strong sense of crisis, the establishment of early warning system of crisis prevention, development of risk management plans, set up a crisis management institutions, the establishment of network of crisis, 2, and timely and properly deal with the crisis, focusing on the three points: to grasp the crisis comprehensive, timely introduction of appropriate measures to control rumors. 3, objective assessment of post-crisis analysis. Finally, conclusions, and to the modern enterprise risk management to make three suggestions.
Key words . Crisis management present situation. Crisis prevention . Crisis processing
目 录
1 绪论…………………………………………………………………………………………………………………….. 1
1.1 课题背景及目的………………………………………………………………………………………………. 1
1.2 国内外研究状况………………………………………………………………………………………………. 1
1.3 课题研究手段………………………………………………………………………………………………….. 2
1.4 论文构成及研究内容……………………………………………………………………………………….. 2
2 企业危机的特征与类型…………………………………………………………………………………………. 3
2.1企业危机的特征………………………………………………………………………………………………. 3
2.1.1 突发性………………………………………………………………………………………………………7
2.1.2 破坏性………………………………………………………………………………………………………7
2.1.3 不确定性…………………………………………………………………………………………………..7
2.1.4 急迫性………………………………………………………………………………………………………7
2.1.5 信息资源紧缺性………………………………………………………………………………………..7
2.1.6舆论关注性………………………………………………………………………………………………..7
2.2企业危机的类型………………………………………………………………………………………………. 4
2.2.1 人事危机…………………………………………………………………………………………………..7
2.2.2 行业危机…………………………………………………………………………………………………..7
2.2.3 产品/服务危机………………………………………………………………………………………….7
2.2.4 计算机技术危机………………………………………………………………………………………..7
2.2.5 财务危机…………………………………………………………………………………………………..7
2.2.6 天灾人祸…………………………………………………………………………………………………..7
2.2.7 媒体危机…………………………………………………………………………………………………..7
2.2.8 诉讼卷入…………………………………………………………………………………………………..7
3 企业危机管理原则……………………………………………………………………………………………….. 5
3.1 事先预测原则……………………………………………………………………………………………….. ..5
3.2 迅速反应原则………………………………….. ……………………………………………………………..5
3.3 尊重事实原则…………………………………………………………………………………………………..6
3.4 承担责任原则…………………………………………………………………………………………………..6
3.5 坦诚沟通原则…………………………………………………………………………………………………..6
3.6 灵活变通原则…………………………………………………………………………………………………..6
4 企业危机管理的策略……………………………………………………………………………………………. 7
4.1危机发生前的积极预防…………………………………………………………………………………….. 7
4.1.1 建立强烈的危机意识…………………………………………………………………………………7
4.1.2 建立预防危机的预警系统………………………………………………………………………… 8
4.1.3 制定危管理计划………………………………………………………………………………………..8
4.1.4成立危机管理机构………………………………………………………………………………………9
4.1.5建立处理危机关系网…………………………………………………………………………………10
4.2及时妥善处理危机………………………………………………………………………………………….. 10
4.2.1 迅速掌握危机的全面情况………………………………………………… …………………….10
4.2.2 及时出台相应的对策……………………………………………………………………………….11
4.2.3 有效地控制谣言………………………………………………………………………………………12
4.3危机后的客观评价分析……………………………………………………………………………………12
5 结论…………………………………………………………………………………………………………………… 14
6 参考文献……………………………………………………………………………………………………………. 15
7 致谢…………………………………………………………………………………………………………………… 16
