基于Internet/Intranet信息化的企业危机管理模式研究
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摘要
企业危机管理成为近年来的一个研究热点。而随着基于Internet/Intranet信息化技术的发展，使得企业的危机管理呈现出新的特点。如何对之进行有效的危机管理成为研究者的研究重点。对它的研究对处于信息时代，又面临很多企业危机的中国企业而言，意义重大。本文就是基于这个背景展开的研究。
本文的研究目的就是努力为企业勾画出基于Internet/Intranet环境的企业危机管理模式。为此作者首先从系统工程的角度指出企业危机管理的概念，认为危机管理是企业的危机管理与企业的战略管理的融合（SM+CM）、企业的危机培训(CMT)、危机反应CMR)、危机评估CME)的整合。然后对基于Internet/Intranet环境下的企业危机管理的理论基础（信息不对称问题、基于知识共享的第五代管理理论、战略管理理论）进行了简要的论述。之后，结合Internet/Intranet环境的特点，按照实际处理的程序，分别对如何构筑信息化环境下的CMR, CMT ,CM+SM,CME模型进行了详细的论述，并给出了各自的模型图解。接着，还结合中国的现实，针对恒升笔记本事件、中美史克"PPA风波"两个案例，分析论述了基于Internet/Intranet 环境下的企业危机管理理论在中国的应用。
文中作者运用了大量的图解来辅助阐述。刻画出了基于Internet/Intranet环境下的企业危机管理总体模型，基于网络化的企业危机反应模型，基于工作流和瑞士SMSS结构的危机决策在线支持系统图；建立了基于网络化的企业危机培训模型；对企业危机管理（计划）与企业的战略管理过程进行了合理的融合，从而使得企业的危机管理上升为企业的战略高度；还对基于信息化的企业危机管理评估从过程和结果两个结构层次进行了论述。
本文的研究不但指出企业危机的管理是一个系统工程的概念，企业危机管理的研究已经从反应式的管理上升为战略式的预警管理，而且对基于Internet/Intranet环境下的企业如何进行危机管理进行了模式上的详细研究。本文的研究不但对我国危机管理的理论进行了进一步的发展，而且对于我国信息化背景下的企业如何有效预防和处理危机也会有所帮助。
It is a focus to study corporate Crisis Management (CM). With the development of Internet/Intranet information, there are some new characteristics of corporate CM. Then how to carry it effectively is important for many corporate when crisis occurs.
The purpose of the dissertation is to construct the corporate CM model based on Internet/Intranet information. It begins with the definition of corporate CM in System Engineering theory: the CM is an organic conception including CM+SM, CMT, CMR and CME. Then the fundamental theories of CM are discussed: asymmetric information, the V management based on knowledge sharing, Strategic management and so on. The models of CMR、CMT、CME、SM+CM are presented in detail, all of which are based on Internet/Intranet information. These are the main part of this article. After these works, author discusses the possible practice of above models in china. Finally, the author introduces two case studies: Maxstation pocketable-PC Crisis and PPA Crisis of SK&F Corporate.
In this article, the author interprets the CM model and theory with many figures, including the general model of corporate CM, the CMR Model, the CMSS flow online, the CMT Model based on Internet/Intranet information, the CM+SM model and CME model.
The article concludes that Corporate CM is a system-engineering concept; corporate CM is not only a response management, but also a combination with the strategic management. Constructing the models of corporate CM is based on Internet/Intranet information.
The study is helpful to deal with any crisis for Chinese corporate in information environment.
本文的研究目的就是努力为企业勾画出基于Internet/Intranet环境的企业危机管理模式。为此作者首先从系统工程的角度指出企业危机管理的概念，认为危机管理是企业的危机管理与企业的战略管理的融合（SM+CM）、企业的危机培训(CMT)、危机反应CMR)、危机评估CME)的整合。然后对基于Internet/Intranet环境下的企业危机管理的理论基础（信息不对称问题、基于知识共享的第五代管理理论、战略管理理论）进行了简要的论述。之后，结合Internet/Intranet环境的特点，按照实际处理的程序，分别对如何构筑信息化环境下的CMR, CMT ,CM+SM,CME模型进行了详细的论述，并给出了各自的模型图解。接着，还结合中国的现实，针对恒升笔记本事件、中美史克"PPA风波"两个案例，分析论述了基于Internet/Intranet 环境下的企业危机管理理论在中国的应用。
文中作者运用了大量的图解来辅助阐述。刻画出了基于Internet/Intranet环境下的企业危机管理总体模型，基于网络化的企业危机反应模型，基于工作流和瑞士SMSS结构的危机决策在线支持系统图；建立了基于网络化的企业危机培训模型；对企业危机管理（计划）与企业的战略管理过程进行了合理的融合，从而使得企业的危机管理上升为企业的战略高度；还对基于信息化的企业危机管理评估从过程和结果两个结构层次进行了论述。
本文的研究不但指出企业危机的管理是一个系统工程的概念，企业危机管理的研究已经从反应式的管理上升为战略式的预警管理，而且对基于Internet/Intranet环境下的企业如何进行危机管理进行了模式上的详细研究。本文的研究不但对我国危机管理的理论进行了进一步的发展，而且对于我国信息化背景下的企业如何有效预防和处理危机也会有所帮助。
It is a focus to study corporate Crisis Management (CM). With the development of Internet/Intranet information, there are some new characteristics of corporate CM. Then how to carry it effectively is important for many corporate when crisis occurs.
The purpose of the dissertation is to construct the corporate CM model based on Internet/Intranet information. It begins with the definition of corporate CM in System Engineering theory: the CM is an organic conception including CM+SM, CMT, CMR and CME. Then the fundamental theories of CM are discussed: asymmetric information, the V management based on knowledge sharing, Strategic management and so on. The models of CMR、CMT、CME、SM+CM are presented in detail, all of which are based on Internet/Intranet information. These are the main part of this article. After these works, author discusses the possible practice of above models in china. Finally, the author introduces two case studies: Maxstation pocketable-PC Crisis and PPA Crisis of SK&F Corporate.
In this article, the author interprets the CM model and theory with many figures, including the general model of corporate CM, the CMR Model, the CMSS flow online, the CMT Model based on Internet/Intranet information, the CM+SM model and CME model.
The article concludes that Corporate CM is a system-engineering concept; corporate CM is not only a response management, but also a combination with the strategic management. Constructing the models of corporate CM is based on Internet/Intranet information.
The study is helpful to deal with any crisis for Chinese corporate in information environment.
引文
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[34] 张玉波, 危机管理, 《科技智囊》2000.10 p32-35;
[35] 薛澜,张强,建立现代危机管理体系刻不容缓-美国"911"事件的启示,人民网, 2001.10.23 ；
[36] 徐兆海, 透过南京冠生园事件看企业危机管理,www.zhengBo.com；
[37] 张伦明,互联网时代的危机管理,来源硅谷动力,http://www.shanghaitelecom.com.cn/gb/content/2001-07/23/content-1844648.htm；
[38] 孟雪梅、贾春华,论中小企业预警式战略与危机管理系统,《情报科学》,2001.5,p 459-461；
[39] 任国元, PDCA循环方法与危机管理 嘉兴学院学报 v13 N3 2001.5 p85-88；
[40] 柳炳祥、徐远钝, 数据挖掘在企业危机管理中的应用,《科学学与科学技术管理》 2002.6 p78-80；
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[42] 从"危机管理"到"问题管理", www.fuheng2000.com/wenti/intro/shzsb.htm 《上海新书报》,2002.6.23；
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[2] Foster H·D, Disaster planning, New York. Springer-Verlag, 1980. www.hdfoster.com；
[3] Rosenthal, U., Pijnenberg, B., 1991. Simulation-oriented scenarios. In: Rosenthal, U., Pijnenberg, B.(Eds.). Crisis Management And Decision Making: Simulation Oriented Scenarios. Kluwer, Dordrecht, pp. 1±6;
[4] Barton, L., 1993. Crisis in Organizations: Managing and Communicating in the Heat of Chaos. South-Western, Cincinnati, OH；
[5] Green, P·S., 1992. Reputation Risk Management. Pitman/Financial Times, London；
[6] Mitroff, I·I., Pearson, C.M., 1993. From crisis prone to crisis prepared : A framework for crisis management, Academy of Management Executive ,7,P48-59(1993)；
[7] Dirk Stolk, Daniel Alexandrian, Begona Gros, Roberto Paggio, Gaming and multimedia applications for environmental crisis management training, Computers in Human Behavior 17 (2001) p627-642；
[8] Eugene Grois, William H· Hsu, Mikhail Voloshin, David C· Wilkins, Bayesian Network Models for Generation of Crisis Management Training Scenarios, http://www-kbs.ai.uiuc.edu, 1998；
[9] Stephen Fink, Crisis Management: Planning for the Inevitable (NEW York:AMACOM,1986),p217；
[10] Burnett, J·J. (1998). A strategic approach to managing crises. Public Relations Review, 24, 477-488；
[11] Robert·Scott, If you wait for a crisis to begin to lead, it's too late, 2002；
[12] Robert S· Billings, Thomas W·Milburn and Mary Lou Schaalman, "A Model of Crisis Perception: A Theoretical and Empirical Analysis", Administrative Science Quarterly 25 (1980): pp. 300-316；
[13] R· Dunbar and W·H. Goldberg, "Crisis Development and Strategic Response in European Cooperation," in C·F· Smart and W·T· Stanbury (eds.), Studies on Crisis Management (Toronto: Butterworth, 1978)；
[14] Thierry C· Pauchant and Ian I·Mitroff, Trans, fining the Crisis Prone Organization (San Francisco, CA: Jossey-Bass Publishers, 1992)；
[15] Thomas W·Milburn, Randall S. Schuler and Kenneth H. Watman, "Organizational Crisis. Part I: Definition and Conceptualization," Human Relations 36 (December, 1983a), pp. 1141-1160；
[16] Ian I· Mitroff, Thierry Pauchant, Michael Finney, and Chris Pearson, "Do (Some) Organizations Cause Their Own Crises? The Cultural Profiles of Crisis Prone versus Crisis Prepared Organizations," Industrial Crisis Quarterly (1992), pp. 143-161;
[17] Stephen Fines, "Crisis Forecasting - What's the Worst Thing That Could Happen," Management Review 75 (1985), pp. 52-56；
[18] Joan McGrath and Myrna Pendersen, "Don't Wait For Disaster; Have Crisis Plan Ready," Marketing News (December 2, 1996), p. 6；
[19] Alfonso Gonzalez-Herrero and Cornelius B· Pratt, "How to Manage a Crisis Before - or Whenever - it Hits," Public Relations Quarterly (Spring, 1995), pp. 2529；
[20] Benoit, W·L. (1995a). Sears' repair of its auto service image: Image restoration discourse in the corporate sector. Communication Studies, 46, 89-105；Benoit, W·L. (1995b). Accounts, excuses and apologies: A theory of image restoration strategies. Albany NY: State University of New York Press；
[21] Birkland, T·A. (1997). After disaster: Agenda setting, public policy and focusing events. Washington, D.C.: Georgetown University Press；
[22] Donald A. Fishman , ValuJet Flight 592: Crisis Communication Theory Blended and Extended ,Communication Quarterly, Fall 1999 v47 i4 p345 ；
[23] Christophe Poux-Dufort , Emmanuel Metals, Building Core Competencies in Crisis Management Through Organizational Learning ,Technological Forecasting and Social change ,p 113-127(1999)；
[24] John S· Carroll and Sachi. Hatakenaka, Driving organizational change in the midst of crisis, MIT Sloan Management Review Spring 2001 ,P70-79；
[25] D. C. Wilkins. C. Fagerlin. W.H. Hsu. D. Kruse, and E. T. Lin. , Design of a Damage Control Simulator. University of Illinois, Knowledge Based Systems Group, Technical Report UIUC-BI-KBS-96005,1996;
[26] Dirk Stolk , Daniel Alexandrian, Begona Gros, Roberto Paggio, Gaming and multimedia applications for environmental crisis management training, computers in Human Behavior ,17 (2001)p627-642；
[27] Boyd Neil, Crisis Management and the Internet, Ivey Business Journal, Jan 2000 v64 i3 p13；
[28] LOW sui Pheng, www.emerald-library.com；
[29] 王金桃, 危机管理应急决策及其在城市防汛工作中的应用,博士论文,1995；
[30] 郭占峰,企业危机管理探讨, 硕士论文,1997；
[31] 陈志波, 我国企业集团危机管理的初步设计,《集团经济研究》,1997.2,p21-23；
[32] 陈果云,烟草工业企业经营风险与危机管理的研究,硕士论文,1999；
[33] 王立琼,论企业危机管理-企业危机的防范与处理,硕士论文,2000；
[34] 张玉波, 危机管理, 《科技智囊》2000.10 p32-35;
[35] 薛澜,张强,建立现代危机管理体系刻不容缓-美国"911"事件的启示,人民网, 2001.10.23 ；
[36] 徐兆海, 透过南京冠生园事件看企业危机管理,www.zhengBo.com；
[37] 张伦明,互联网时代的危机管理,来源硅谷动力,http://www.shanghaitelecom.com.cn/gb/content/2001-07/23/content-1844648.htm；
[38] 孟雪梅、贾春华,论中小企业预警式战略与危机管理系统,《情报科学》,2001.5,p 459-461；
[39] 任国元, PDCA循环方法与危机管理 嘉兴学院学报 v13 N3 2001.5 p85-88；
[40] 柳炳祥、徐远钝, 数据挖掘在企业危机管理中的应用,《科学学与科学技术管理》 2002.6 p78-80；
[41] 四川大学管理学院, http://www.scu.edu.cn/home/gs/xueyuan/history.htm；
[42] 从"危机管理"到"问题管理", www.fuheng2000.com/wenti/intro/shzsb.htm 《上海新书报》,2002.6.23；
[43] 张维迎, 《博弈论与信息经济学》上海人民出版社,1997,p363-380；
[44] 查尔斯·M·萨维奇,《第五代管理》, 珠海出版社, 1998；
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