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한국 고위공무원단 비서의 직무와 역량에 관한 연구

한국 고위공무원단 비서의 직무와 역량에 관한 연구
Other Titles
A Study on the Job Contents and Competence for a Secretary of the Senior Executive Service in the Korean Government : Utilizing the DACUM Method of the Secretaries of the Prime Minister's Office
Issue Date
대학원 국제사무학과
이화여자대학교 대학원
Rapid changes in the business environment have brought about a Knowledge-Information Society which has given rise to dramatic changes in organizations to strengthen the competitiveness of not only the Korean private sector, but the public sector as well. In particular, as the Knowledge-Information Society emphasizes the importance of Human Resource Administration in business as well as in the public sector, the Korean Government has established a system whereby the Senior Executive Service trains the administration experts in order to find the right person with the required competence for the job. However, it is currently difficult to manage the Human Resource Administration for secretaries of the Senior Executive Service as there is a significant lack of data in this regard. Thus, the purpose of this study is to generate the essential data on the secretaries of the Senior Executive Service through the identification of their key tasks and by analyzing their duties by using the DACUM method. This data can then be utilized to promote personnel administration and improve the work capabilities of the secretaries of the Senior Executive Service. The specific questions asked for the purpose of this study are as follows. First, what are the duties and tasks of secretaries in the Prime Minister's Office? Second, what are the similarities and differences between the job of the secretaries in the Prime Minister's Office and that of a generic secretary? Third, in analyzing the level of importance, difficulty and frequency for each task, what are the key tasks of secretaries in the Prime Minister's Office? Fourth, what is the level of competence(knowledge, skill/ability, work behavior, tool etc.) required of the secretaries in the Prime Minister's Office? In order to answer these questions, various methods were used, including research conducted on the internet, review of relevant documents and the execution of a DACUM Workshop of 9 secretaries in the Prime Minister's Office. 30 questionnaires designed to evaluate the different aspects of the job of the secretaries were given out to secretaries in the Prime Minister's Office and 30 of them were recovered. These questionnaires were then reviewed by the relevant experts. Furthermore, building on the above results, a Focus Group Interview with 9 of the Secretaries in the Prime Minister's Office was conducted. The result of the research is as follows. Through the DACUM Workshop, 10 duties, under which there were 139 specific tasks of the Secretaries, were extracted. The 10 duties identified were schedule management(arrangement), report and management authorization, phone-related duties, organizing the office environment, document(contact list) management, duties relating to receiving visitors to the office, conference and event-related duties, management of personal matters and other miscellaneous matters, duties relating to arrangement of vehicles(government cars), local and global business trip management. Through this analysis, 110 similar tasks and 29 different tasks were identified between the jobs of the secretaries in the Prime Minister's Office and the jobs of the general secretaries. Additionally, of the 139 tasks, 31 key tasks of secretaries in the Prime Minister's Office were identified by conducting a survey of 30 current secretaries in the Prime Minister's Office. Those key tasks, defined as such due to the high level of importance, difficulty and frequency, are shown below. Collecting information on the superior’s schedule that take place outside of the office, Collecting information on the schedule taking place within the office, Arranging personal meetings and interviews, Accepting and Reporting official documents relating to events to which the superior is invited or requested to attend, Drafting schedules, classifying the schedule into open/non-disclosable items, Allocating time slots for briefings by staff to the Prime Minister, Evaluating the importance of each report and allocating an order accordingly, Written reports to the superior, Report information relating to superiors, Report confidential documents, Report on participation in events, Transfer outside calls, Screening phone calls, Evaluate condition of superiors, Setting and filing materials, Drafting and editing official documents, Classifying and updating the contact information of the organization, Updating the internal contact information, Managing confidential documents, Managing contact information and name cards, Classifying any civil complaints, Dress neatly as protocol, Preparation for VIP meetings/conferences, Caring for the health of the superior, Managing his/her image, Analyzing his/her dietary preference, Maintaining contact with a driver, Informing the destination of the relevant information regarding the superior’s vehicle, Calling for taxis, if required, Reservations(flight, train, accomodations etc.). These are the key tasks of the secretaries in the Prime Minister's Office. To identify the competence(knowledge, skill/ability, work behavior, tool etc.) of the secretaries to perform the above key tasks, a Focus Group Interview was conducted with 9 of the Secretaries in the Prime Minister's Office. The result are classified under three competence categories: knowledge competence, skill competence and work-behavior competence. The results of the research are as follows. In terms of knowledge competence, the results showed that secretaries in the Prime Minister's Office have to acquire knowledge and expertise relating to custom, basic knowledge on current issues including national and international news & common sense, international relations, schedule for government administration & national events, national and world history, business procedure & reporting structure, vocabulary, manners & etiquettes, knowledge on protocol, knowledge of prominent people in the political circle and the economic world, knowledge of organizational structure (hierarchical system of the government organization), basic knowledge on current issues, knowledge of chinese characters, and knowledge of the administrative affairs of the government. The skill competence required included the basic ability for human health management, planning ability, document management skills, ability to draft and edit documents, problem solving skill, cataloging and classification skill, ability to organize the office environment, gumption(ability to handle problems in a crisis, ability to think and act in unexpected situations), ability to properly assess and deal with a situation, time management skill(ability to budget one's time), job performance, ability to keep in touch, foreign language abilities, human relationship management abilities, scheduling ability, ability to utilize resource, information literacy, reporting skills, ability to speak & listen accurately(pronunciation etc.), the ability to moderate and coordinate, communication skills, computer skills & netspertise, ability to assess and comprehend the organizational duties, ability to prioritize and execute duties, information(relating to events and convention) collecting ability. In addition, the work behavior or attitude that the secretaries in the Prime Minister's Office need to posses include modesty, fairness, scrupulosity, mobility, ability to maintain confidentiality, memory powers, habit of writing notes, image management, consideration, maintaining security, an attitude of service, sincereness, quickness, sense, quick wits, self-confidence, alacrity, discretion, patriotism, patience, activeness, polite manners, remaining politically neutral, accuracy, well prepared, responsibility, loyalty, kindness, partnership, judgment and professionalism, among others. This research is meaningful as it is the first endeavor to inquire deeply into the job of Secretaries of the Senior Executive Service and investigate their duties, then figure out the key tasks and competence for them. This study could be used as a basic material not only to the people who want to be a secretary of the Senior Executive Service, but also to many instructors in colleges or private academies who teach in the relevant field. In addition, this study could provide those who are in charge of hiring and training secretaries in the Korean government with accurate information on secretary's tasks and duties. However, samples used in this study were not randomly selected, but rather, the sample consisted only of secretaries in the Prime Minister's Office among Government organizations to get a reasonable result. Therefore, a further study should be conducted by using more random samples from various government organizations which can represent the characteristics of each sample for analyzing the secretary of the Senior Executive Service's job. Another area for further work would be to address a shortcoming in this study in that this study uses content analysis of the Focus Group Interview by the researcher's subjective point of view. However, if the limitations are supplemented in a further study, the study will help in improving human resource development for the secretaries of the Senior Executive Service and their professionalism.;급변하는 경영환경의 변화로 지식정보사회가 도래했으며, 이는 우리나라의 민간부문과 정부부문 모두에서 조직의 경쟁력을 높이기 위한 많은 변화를 가져왔다. 특히 지식정보사회에서는 인재경영의 중요성이 무엇보다 강조되고 있으며 기업 뿐 아니라 정부조직에서도 행정 전문가를 양성하기 위해 직무를 분석하고 역량을 파악하여 인재를 적재적소에 배치하기 위한 고위공무원단 제도를 도입하여 시행하고 있다. 그러나 이 고위공무원단을 보좌하는 비서에 관한 자료는 거의 없어 이들의 인적자원관리가 어려운 실정이다. 따라서 이 연구의 목적은 고위공무원단 비서의 직무분석을 통하여 핵심작업을 도출하고 그 핵심작업의 수행에 필요한 역량을 파악하여 고위공무원단 비서의 직무 능력 향상 및 인사 행정에 유용한 자료를 제공하는데 있다. 연구의 목적을 달성하기 위한 구체적인 연구문제는 다음과 같다. 첫째, 국무총리실 비서의 과업(duty)과 작업(task)은 무엇인가? 둘째, 국무총리실 비서의 직무와 일반비서 직무의 유사점과 차이점은 무엇인가? 셋째, 각 작업의 중요도, 빈도, 난이도를 통해 파악한 국무총리실 비서의 핵심 작업은 무엇인가? 넷째, 국무총리실 비서의 핵심작업을 수행하기 위해 필요한 역량은 무엇인가? 위의 연구문제를 해결하기 위하여 문헌연구와 인터넷 자료 검색을 실시하였다. 경력 3년 이상의 현직 국무총리실 비서 9명을 대상으로 DACUM직무분석을 진행하였으며 이를 토대로 작성한 설문지는 전문가의 검토를 받아 수정 및 보완을 하였다. 현직 국무총리실 비서 전원인 30명으로부터 회수한 설문결과를 분석하였다. 이 결과를 바탕으로 국무총리실 비서 9명을 대상으로 전문가집단 인터뷰(Focus Group Interview)를 진행하여 파악된 주요 결과들은 다음과 같다. 국무총리실 비서의 직무는 DACUM 직무분석 결과로 과업내용에 따라 일정관리(예약), 보고 및 결재관리, 전화업무, 사무환경관리, 문서(연락처list)관리, 내방객 응대, 회의 및 행사지원 업무, 상사 개인업무, 차량지원 업무, 출장관련 업무로 총 10개의 과업(duty)과 139개의 작업(task)이 도출되었다. 이러한 절차를 거쳐 도출된 국무총리실 비서의 직무를 백지연, 최애경(2007)의 비서직 전문성 개발을 위한 교육요구 분석에 관한 연구에 나타난 일반비서의 11개의 과업과 72개의 작업과 비교한 결과 유사한 작업 110개와 차별되는 작업 29개로 파악되었다. DACUM직무분석 결과를 토대로 국무총리실 비서 30명 전원에게 설문조사를 실시하였고, 국무총리실 비서가 수행하는 작업 중 중요도, 난이도, 빈도가 높은 공통적인 핵심작업은 모두 31개로 파악되었다. 국무총리실 비서의 핵심작업은 외부일정 수집하기, 내부일정 수집하기, 개인면담/인터뷰 일정 잡기, 요청 행사 초청장 공문 접수 및 보고하기, 일정표 작성하기, 비공개/공개 일정 분류하기, 보고시간 배분/알리기, 보고 중요도 파악 및 보고 대상자 순번 정하기, 서면 보고하기, 상급자의 동정 보고하기, 대외비 자료 보고하기, 행사 참석여부 관련 보고하기, 외부전화 연결하기, 블랙리스트 전화연결 차단하기, 상사 컨디션 파악하기, 자료 세팅/파일링 하기, 보고자료 작성 및 편집하기, 기관 연락처 분류/업데이트하기, 내부 연락처 업데이트하기, 대외비 자료 관리하기, 개인 연락처, 명함 관리하기, 민원 분류하기, 비서본인 의전복장 관리하기, 내・외빈 접견 및 회담 준비하기, 건강 관리하기, 이미지 관리하기, 음식취향 파악하기, 차량기사와 수시 연락하기, 출입처에 차량 통보하기, 업무 콜택시 예약하기, 항공, 철도, 숙박 예약하기로 추출되었다. 이들 핵심작업을 수행하는데 필요한 역량을 파악하기 위해 국무총리실 비서 9명을 대상으로 전문가그룹 인터뷰(Focus Group Interview)를 실시하였으며 지식역량, 기술역량, 태도역량을 분류하여 분석한 결과는 다음과 같다. 국무총리실 비서의 지식역량은 관례, 국·내외 뉴스 및 상식, 국제관계, 국정일정 및 국가행사, 세계사 및 한국사, 업무처리 및 보고절차, 어휘력, 예절과 매너, 의전지식, 정·재계 인사숙지, 조직도, 주요(최근) 현안, 한자지식, 행정지식으로 도출되었다. 기술역량은 건강관리능력, 기획력, 문서/자료보관 및 관리능력, 문서작성 및 편집능력, 문제해결능력, 분류 및 목록능력, 사무환경관리능력, 상황/위기대처능력(상황짐작 및 예견), 상황이해 및 파악, 시간관리/배분 능력, 업무처리(파악·관리)능력, 연락체계유지, 외국어능력, 인간관계 관리능력, 일정관리 능력, 자원활용능력, 정보 검색·수집·관리능력, 정확하고 명료한 보고능력, 정확한 의사소통능력(발음 등), 조정능력, 조직업무 파악 및 이해능력, 중요도 및 우선순위 파악, 커뮤니케이션 능력, 컴퓨터 및 인터넷 활용능력, 행사관련 정보 수집(주관, 성격, 의도, 일시, 장소, 복장, 동부인여부)이 파악되었다. 태도역량은 겸손함, 공정성, 꼼꼼함, 기동성, 기밀유지, 기억력, 메모하는 자세, 배려심, 보안성, 봉사심, 서비스정신, 성실함, 순발력, 센스/눈치(상사의중파악), 신뢰감, 신속성, 신중함, 애국심, 이미지관리, 인내심, 자신감, 적극성, 정중한 태도, 정치적 중립성, 정확성, 준비성, 책임감, 충성심, 친절함, 파트너쉽(협력 및 조화), 판단력, 프로페셔널리즘이 요구되는 것으로 도출되었다. 본 연구는 선행연구가 거의 전무한 고위공무원단 현직 비서에 대한 연구로서 이들의 직무를 파악하고 핵심작업과 이를 수행하는데 필요한 역량을 도출하는데 그 의의가 있다. 이를 바탕으로 정부의 고위공무원단 비서의 채용, 교육, 성과평가, 보상 등 인사전반에 관한 자료로 활용할 수 있고 교육기관에서는 고위공무원단 비서직 지원자들을 위한 유용한 교육 자료로 활용할 수 있을 것이다.
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