第八十二篇 Three Rules for Delegation Management in Quality

本帖最后由 小编D 于 2013-3-27 14:42 编辑

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翻译：muddy533 校稿：spear

Three Rules for Delegation Management in Quality & EHS Software Solutions
质量和环境健康安全软件解决方案中授权管理的三个准则



Make sure that someone, somewhere, is getting the job done
确保有人、有地方持续完成工作

You’ve heard the phrase, “Get it off your plate—delegate!” It’s a nice phrase for those of us to justify passing off work, isn’t it? However, in an organization, delegation is a much more serious challenge. Market demand dictates that no deadlines can be missed; you miss a deadline, and it may affect the bottom line. In the case of quality management systems (QMS) and environment, health, and safety (EHS) management systems, missed activities can have an adverse effect on quality and safety, something that cannot be tolerated in organizations today.
您可能听过这个短语：“从你的盘子里取走——授权！”这对于我们中的那些为转移工作注意力而辩解的人而言是个不错的短语，不是吗？然而，在一个组织内，授权是一个更为严肃的挑战。市场需求要求一定不能错过最后期限，如果你错过了一次最后期限，就有可能会影响到底线。就质量管理体系和环境、健康、安全管理体系来说，错误的行动能够对质量和安全产生相反的效果，如今，这在组织里是不能容忍的。

As a result, we have backup roles, cross-training, and delegation rules in place to ensure that if someone is out, or is not able to complete their tasks, the work still gets done. In the case of QMS and EHS management systems, these delegation rules are often built into the system. This automates the process of assigning tasks and enabling the process to get completed without relying on one single person for any step. However, there are some best practices when looking at delegation management, especially those within an automated QMS or EHS system.
结果，我们有备用的角色、交叉培训以及定好的授权规则来保证：在万一有人外出或者不能完成他们的任务的情况下，工作仍然能够完成。就质量管理体系和环境、健康、安全管理体系来说，这些授权准则经常会植入到管理体系当中去。这使得分配任务的过程和确保过程在任何环节都不依赖于某一个人都能够完成都自动化了。然而，在审视授权管理的时候，出现一些相当好的实践，特别是那些在质量管理体系和环境、健康、安全管理体系范围内的实践。

1. Delegation management must have workflow: Many QMS and EHS solutions are built upon a workflow-based platform, ensuring the processes are followed in the proper time frame and follow the proper steps. So, too, must delegation management follow a workflow process. If not, then someone could simply be passing all their work off to their delegate with reckless abandon. Delegation management workflows are simple: Assign, delegate, get approval (either from the manager or the delegate), set an active period of delegation, and set an expiration of delegated responsibilities. With these rules in place, you are creating a visibility into the delegation reason, gaining management approval, and setting a time frame for the delegation. This way, when you come back, you’re back on the clock, so to speak.
2. 授权管理必须有工作流程：许多质量管理体系和环境、健康、安全解决方案都建立在一个基于工作流程的平台，确保过程在适当的时间框架内跟进并且按照适当的步骤跟进。因此，授权管理也必须遵循一个工作流程性的过程。如果没有，有人就会鲁莽放肆地把所有的工作一股脑推给被授权人。授权管理工作流程很简单：分配、授权、得到批准（可以来自于经理或者授权人）、设立一个授权活动期、设立一个授权责任的截止期。随着这些规则准备就绪，你正在创造一个授权理由的可视性，获得管理批准并为授权设立时间框架。可以说如此一来，当你回来的时候，你就在恰当的时候回来了。

1. Delegation must be able to handle multiple delegates: Most employees are cross-trained in multiple functions within an organization. However, it can happen that not all functions for one employee can be completed by a single delegate. There may be cases where one aspect of a job is assigned to one delegate, and another aspect is assigned to a different delegate. Delegation management is about finding the right person for the job, not passing off work to the next guy in line. Automated QMS and EHS systems should be able to delegate by application, by process, or similar functions. This way, an employee may have multiple delegates to cover their responsibilities, making the work less strenuous on a single delegate. Like any workflow, you should be able to select the functions you want to delegate and set the assignment based on function.
2. 授权必须能够处理多重委托：大部分员工受过在组织内多重职能下的交叉培训。然而，这种情况可能会发生——并非一个雇员的所有职能都能由单个的授权完成。也可能会有这样的情况：一项工作的一个方面被委托给一个被授权人，该工作的另外一部分被委派给另外一个人。授权管理就是要为这项工作找到正确的人，而不是直接把工作推到生产线上的下一个人。自动化的QMS和EHS体系应该能够通过申请、通过流程或相似的职能进行授权。这样，一个员工可以有多个授权来完成其职责，使得工作在一个授权上不那么紧张了。就像其他的工作流程，你应当能够选择你希望授权的职责，并按照职能来分配工作。

1. Escalation management is a critical part of a QMS and EHS solution: With any workflow-based system, the key benefit is that the process is automated and work is kept on track within the specified time frame. But what happens if an assigned step in the process is ignored We’ve all ignored e-mails in the past—it’s human nature in this modern day and age—but what if the e-mail ignored is part of the QMS or EHS solution How do we handle this and keep the process moving forward in the system Escalation management is the answer. With escalation, you can define rules so that if a certain step is not completed within a specified time period, it will start sending reminders to you to complete the task. If ignored, it will start sending notifications to your boss, or even your boss’s boss, and so forth. Escalation can be set in many different ways and with any number of levels:
2. 等级管理是QMS和EHS解决方案的一个关键部分：像任何一个基于工作流的体系，关键收益就是过程自动化以及在特定的时间框架内保持工作的可追溯性。但是，如果过程中一个已被分配好的步骤被忽略了，会发生什么呢？过去我们都忽略了电子邮件——这是现今这个时代人类的本性——然而，如果电子邮件是QMS或EHS解决方案的一部分，会发生什么呢？我们怎样处理这种情况，并让流程在体系内继续进行下去呢？答案是等级管理。有了等级管理，你就能定义规则以便：如果某一个步骤在一个特定的时间段内没有完成，其会启动向你发送提醒来让你完成这个任务。如果你忽略了，其将会启动向你的老板发送通知，甚至向你老板的老板发是通知，一直往上。等级制度可以以不同的方式和不同的等级数量来设置：

Your escalation may be a bit simpler than in the illustration above—it may just be a reminder a day early to complete the task, then a reminder on the due date, then an escalation to a manager or team to complete overdue assignments. Whatever rules you choose, the goal is clear—escalate in order to keep your work on track, and keep the quality and safety system moving forward.
你的级别相对上图的描述而言可能简单了点儿——有可能只是提前一天的提醒以完成任务，接着在到期日的一个提醒，然后扩大到经理或团队来完成过期的任务。不管你选择什么样的规则，目标很明确——逐步升级以保证使你的工作不偏离，并且保持质量和安全体系持续前行。

Whether you are out sick, going on vacation or keeping track of critical processes, it is extremely important to have a delegation management system in place. Whether you operate a quality management system or an environmental health and safety management system, the same rules apply; keep work on track, don’t miss the critical process steps, and ensure that someone somewhere is getting the job done.
不管你是生病了，还是休假了或者是跟踪关键的过程去了，建立一个恰当的授权管理系统都是相当重要的。不管你是运行一个质量管理体系还是一个环境健康安全管理体系，都要执行上述同样的规则。使工作处于正轨，不要错失了关键的过程步骤，并且确保有人有地方持续完成工作。

ABOUT THE AUTHOR
作者简介

Tim Lozier
蒂姆 露泽

Tim Lozier is the manager for marketing and strategy at EtQ Inc., in Farmingdale, New York. He has extensive experience in the software industry, and has been involved in the creation of leading-edge technologies in user-interface design and development. He began his career in digital marketing before taking a turn into software design and marketing at Quark Inc. Since then, he’s never looked back—helping to foster the development (and blog about) leading quality management software solutions at EtQ Inc.
蒂姆 露泽是纽约Farmingdale EtQ公司的市场和战略经理。他有着丰富的软件行业经验，并且参与了用户交互界面设计和开发中最先进的技术的创新。在转入Quark公司从事软件设计和市场开发之前，他从事的是数字市场的工作。从那时候开始，他从未向后看——帮助EtQ公司促进领先的质量管理软件解决方案的开发（及网志维护相关）。