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テレワークでの人事評価をどうする?生じやすい課題と解決策・事例を紹介 テレワークでの人事評価をどうする?生じやすい課題と解決策・事例を紹介
テレワークは上手に導入することで、生産性の向上や長時間労働の削減につながります。一方、メンバーの働いている姿が見えないことから「人事評価が難しくなった」という声も聞かれます。
記事ではテレワークで人事評価する際に生じやすい課題と解決策、成功事例などを紹介します。
<目次>
テレワーク下での人事評価を考える必要性とは ?
日本ではコロナ禍を契機として一気にテレワークが普及しました。テレワークでは、リアルな職場と違って、メンバーが働いている姿を見ることができません。したがってプロセスの評価が難しく、自然と成果主義、またKPIなどで評価するウェイトが増えがちです。
しかし、なかには成果やKPIで評価できない仕事もあります。例えば、企画・開発、アドミニなどは目標達成度やプロセスの数値化が困難な部分もあるでしょう。また、メンバーが仕事している姿が見えないことで、何となく「評価しにくい」と感じる部分もあるでしょう。
テレワークだから人事評価を特別なものにする必要はありません。ただ、テレワークによって働く姿やプロセスが見えづらくなって弊害を感じているようであれば、これを機会に人事評価の見直しや最適化に取り組むことは、とても有意義です。その際には、記事で紹介する視点も参考になるでしょう。
人事評価を最適化する意義とメリットの再確認
改めて確認すると、人事評価の最適化に取り組む意義とメリットは以下のとおりです。
- 適切な報酬制度の実現
- メンバーのモチベーション向上
- 生産性の向上
- 人材の定着
テレワークを一つの機会として、現在の人事評価が上記を実現する形になっているかを考えてみることが大切です。
適切な報酬制度の実現
社員の貢献度に応じて、適切に報酬を支払うためには評価制度の運用が不可欠です。対面勤務で小規模な状態、かつ社長と社員の強い信頼関係があれば、極端には評価制度は必要なく、社長の意思決定だけで済むかもしれません。
ただ、組織が規模を増すなかでは、何を評価するか/どうすれば評価されるかを制度化、透明化することが大切です。
メンバーのモチベーション向上
上述の通り、ビジネス組織における評価は報酬につながるものであり、組織内のメンバーにとって重要な関心事です。評価基準などが明確であればメンバーの納得感が増し、モチベーション向上につながるでしょう。評価制度は「何をどう頑張れば、企業はあなたを評価するか?」というメッセージでもあるのです。
生産性の向上
「何をどう頑張れは、企業はあなたを評価するか?」がきちんと示された状態は、メンバーにとって取り組むべき課題や行動が明確になる状態です。結果として、個人や組織の生産性向上も期待できます。
人材が定着する
正しく努力すれば評価や報酬に反映されることが浸透し、実際に待遇アップにつながっていければ、人材の定着は促進されます。人材が定着して働きがいある職場が実現すれば、離職率の減少により採用コストを抑えられますし、リファラル採用なども促進できます。
テレワーク下の人事評価は難しい?生じやすい3つの課題
続いてテレワーク下の人事評価で生じやすい課題を解説します。おもな課題は以下の3つです。
- 勤務態度の実態把握ができない
- プロセスの定性評価が難しい
- 評価基準がばらつきやすい
勤務態度の実態把握ができない
オフィスで一堂に介していれば勤務態度は評価しやすいですが、テレワークでは会議等の限定的な部分でしか分からず評価が難しくなります。テレワークでは、コミュニケーションの量や質が低下してしまうことも多くなるでしょう。
したがって、多くの企業で人事評価の一部をなす「情意」評価、勤務態度や姿勢、バリューの実践度などの評価が難しくなったり、限定された情報で評価したりすることになります。
プロセスの定性評価が難しい
人事評価における定性面とは、数値化が難しい情報です。たとえば、きちんとSMARTの原則に基づいた目標設定がされていれば、目標の達成度などはある程度評価することもできるでしょう。
しかし、プロセスの判断はかなり難しい部分があります。例えば、営業であれば、売上という結果指標の前に、提案金額や提案件数、商談数、架電数などの定量的なプロセスがあります。
しかし、上記のようなプロセスを定量化できる職種ばかりではないのも事実ですし、人事評価は定量化されたプロセスだけですべて判断できるわけではありません。
評価基準がばらつきやすい
テレワークでは組織内のコミュニケーションがタコツボ化する傾向にあります。タコツボ化とは、自分のチームや仕事で関係する人とはコミュニケーションが維持されるが、それ以外の部門やチームとのコミュニケーションが減少する状態です。
テレワーク化によるコミュニケーションのタコツボ化の実態は、マイクロソフトが自社のメンバー数万人の行動データから分析して発表しています。
組織がタコツボ化すると、メンバーはもとよりマネージャー層も他部署の仕事ぶりや状況等に疎くなりがちです。結果的に、目標設定する際の難易度や達成度に対する評価基準がばらつき、評価者個人の厳しい/甘いという感性が反映されるようになります。
評価基準が評価者によって異なる状態では、メンバーが不公平感を抱くようになりかねません。難易度・達成度の基準を調整するなどの対策が必要です。
テレワーク下による人事評価のやり方、見直しと運用9つのポイント
テレワーク下での人事評価を適切なものにするには、9つのポイントがあります。どれも特別なものではなく、テレワークをきっかけとして、より精度の高い評価制度の運用体制をつくるために押さえるべきチェックポイントと考えていただけると幸いです。
□ | 目標管理制度を導入・運用する |
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□ | 評価項目を明確にする |
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□ | 難易度を統一する |
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□ | 評価者研修を実施する |
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□ | 制度運用をきちんと振り返る |
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□ | 日報や日誌を導入する |
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□ | 360度評価を導入する |
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□ | 自己PRの機会を作る |
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□ | ITツールを導入する |
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目標管理制度を導入・運用する
目標管理制度とはMBO(Management by Objectives)とも呼ばれ、経営学者ドラッカーが考案したマネジメントの原則です。多くの企業ですでに人事制度と紐づいて導入されているでしょう。
目標管理制度をうまく導入・運用する基本は、目標設定をきちんと実行することです。MBOでは、企業や部門の事業計画に紐づいて、目標をチーム・個人へと落とし込みます。そして、設定した目標に対する達成度で、メンバーを評価するのです。
事前に設定した目標で評価するため、客観的な評価を行ないやすいというメリットがありますが、前述の通り、SMARTな目標設定がきちんとされていなかったり、目標設定の難易度が人によって異なったりすると、きちんとした評価になりません。2点をきちんと押さえることが大切です。
評価項目の明確にする
テレワークではプロセスが見えづらくなっているため、成果や実績だけを見て評価してしまいます。しかし、プロセスも明確な評価項目を設けることで評価材料になります。
ポイントは、プロセスをしっかりと定量化もしくは評価できる状態にして評価対象に組み込むことです。成果やプロセスのどちらかに偏り過ぎたり、評価側の基準が統一されていなかったりすると、不公平感につながりかねません。人事評価の仕組みを構築して、評価項目や方法を統一することが大事です。
難易度を統一する
MBO(目標管理制度)は、一般的に目標の達成度で評価されます。したがって、前述の通り、目標の難易度が部門や個人によって違うと評価できません。もちろん、営業と事務などで明確に難易度をそろえることは難しいでしょう。ただ、「標準で前年対比110%の目標を設定し、目標達成120%相当がS、100%達成がA……」といった目安の基準を設けて浸透させることが大切です。
評価者研修を実施する
ここまでの3項目をきちんと運用するには、人事制度の整備と同時に、評価者が重要になります。たとえば、評価者がSMARTな目標設定を指導できないと、MBOは適切な運用ができません。また、評価者の主観や価値観で目標の難易度評価やプロセス評価が左右されると平等性を欠いてしまいます。
異なる部門や職種があり、外部環境も異なるなかで仕組みだけで100%平等性を維持することは不可能です。したがって、一定のスキルや見識を持った評価者を育成するために、評価者研修の実施が大切です。
評価制度の運用をきちんと振り返る
評価制度の運用で意外と実施されていないのが、運用の振り返りです。評価制度を運用すると、ある程度「肌感での評価」と「評価制度に基づく評価」でズレが生じます。
この時、評価の着地を調整して終わるだけでは、評価制度の精度はいつまでも改善されません。「なぜズレが生じているのか」「目標設定がおかしかったのか」「難易度がズレているのか」「評価制度の仕組みで改善すべき点があるか」等をきちんと振り返って、制度や運用に反映することが大切です。
日報や日誌を導入する
テレワークで困難になる情意やプロセスなどの定性評価を行なううえで役立つのが日報や日誌です。日報や日誌は実施した業務を羅列しただけのものではなく、取り組みや気付き、振り返りを記載することがポイントです。
本人にとっても振り返りの機会となり、かつ、上司にとっても適切に評価する材料になります。評価制度のための日報や日誌ではなく、本人の成長に寄与するものにしましょう。
自己PRの機会を作る
メンバーが評価されるだけでなく、自身で成果をアピールできる機会を設けることも重要です。日報や日誌と同様で、プロセスや取り組み部分を伺うことができますし、上司・部下でコミュニケーションを取る機会にもなります。
日報や日誌と同じで、評価制度のための自己PRではなく、期間の振り返りや気付き・学びにつながるものにすることが大切です。
360度評価を導入する
360度評価とは、評価されるメンバーに対して複数の人間で評価を行なう制度のことです。上司だけでなく、同僚や部下の評価が入ることで評価される側の納得を得やすいというメリットがあります。
但し、360度評価は運用の手間が莫大となり、同時に評価者訓練を受けていない人が評価することになった場合の弊害などもあります。したがって、人事評価で全面的に導入することは困難ですが、テレワークで見えない部分を補う、管理職などの評価材料として部分的に導入することは選択肢の一つでしょう。
ITツールを導入する
テレワーク移行のタイミングで人事評価を行なうITツールを導入することも有効です。スムーズに人事評価できるほか、データをクラウド上に一元管理できる、過去データとの参照が容易になる等のメリットがあります。
テレワークに対応した人事評価の成功事例
テレワークに対応した人事評価を、企業の成功事例から解説します。
カルビー株式会社
カルビー株式会社は新経営体制へ移行するタイミングで、段階的にテレワークの導入を行ないました。その取り組みが評価され厚生労働大臣賞(輝くテレワーク賞)を受賞しています。
カルビー株式会社が実施しているテレワーク下での人事評価は、”バリュー評価”を加えたです。2018年以前のカルビー株式会社は、1年毎の成果主義でした。しかし、役員が全国の事業所10数か所を回ってワークショップを開催し、意見を集約したうえで、挑戦、好奇心、自発、利他、対話という5つの項目からメンバーを評価するバリュー評価が追加されました。
オフィス勤務者約800人を対象にリモートワークを標準化した中で、バリュー評価を軸にした評価を実施。結果としてメンバーが従来よりも正当に評価されるようになり、人事に対してお礼の手紙が届くほどになったそうです。
日本マイクロソフト株式会社
日本マイクロソフト株式会社は定常的な業務を評価基準にせず、「市場や企業にどのようなインパクトを与えられたのか」を評価基準に変更しています。結果として、メンバーは単に売上をただ上げるだけでなく、各部門が連携してより大きなインパクトを残そうとする姿勢が生まれています。
カルビーの事例と併せて、リモートワークなどの中で情意やプロセスをどのように評価するのかを考えるひとつの参考になります。
向洋電機土木株式会社
向洋電機土木株式会社は経営効率の改善を目的にテレワークを導入した企業です。テレワーク化しにくいといわれていた建設業界でテレワークを率先して導入し、長時間労働の9割削減や売上が2倍になるほどの生産性向上を実現しています。
向洋電機土木株式会社の評価制度では、“生産性”に焦点が当てられています。生産性向上を基準に各部門を絶対評価をしたあと、部門内での相対評価を実施。人事部長が全メンバーと定期的に面談を行なって、評価のフィードバックとアドバイスをしています。
テレワーク下での人事評価を考える際の注意点
テレワーク下の人事評価する際の注意点は以下の2つです。です。
- テレワークが原因ではない可能性がある
- 成果主義とプロセス評価のバランスに注意する
テレワークが原因ではない可能性がある
実際に出勤しているメンバーであったとしても、評価が難しい場合があります。例えば「進捗報告の頻度が少ない」などの問題は、オンラインミーティングでも報告可能であり、テレワークが直接的な原因であるとはいえません。
マネジメントに関する大半の課題は、テレワークによって問題が生じたわけではなく、テレワークによって問題が表面化しただけであると捉えたほうがよいでしょう。テレワークを契機として制度の改善に取り組むことで、マネジメント全体の品質を向上させることが大切です。
成果主義とプロセス評価のバランスに注意する
前述のとおり、テレワークではプロセスが見えづらくなり、成果主義に偏りがちになります。成果に応じて評価することは間違っていませんが、短期の業績成果に偏り過ぎると組織風土や人材育成、中長期的な成長への悪影響が出てしまいかねません。
評価制度はポジションに応じて、また、テレワークなどの働き方に合わせて常にアップデートが必要です。
まとめ
テレワークに切り替えたからといって人事評価の制度を根本から変える必要はありません。ただ、テレワークをきっかけとして、既存の人事評価でうまくいっていない点、改善が必要な点が見えてきやすいことも事実です。
記事で紹介したポイントが、人事評価をテレワークでも対面でも機能する、事業計画の実現や生産性の向上に寄与する、より精度の高いものへブラッシュアップする参考になれば幸いです。
著者情報
株式会社ジェイック 執行役員|上海杰意可邁伊茲企業管理咨詢有限公司 副董事長
知見寺 直樹
東北大学を卒業後、大手コンサルティング会社へ入社。その後、株式会社エフアンドエム副本部長、チャレンジャー・グレイ・クリスマス常務取締役等を経て、2009年ジェイック常務取締役に就任。総経理として上海法人(上海杰意可邁伊茲企業管理咨詢有限公司 )の立ち上げ等を経て、現在はHumanResourceおよび事業開発を担当する。
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