English  |  正體中文  |  简体中文  |  Items with full text/Total items : 65317/65317 (100%)
Visitors : 21293782      Online Users : 327
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version


    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/76427


    Title: 人力資源部門客戶服務代表角色與功能探討-以某科技公司為例;A case study of a technology company : The role and function of Account Service representatives in Human Resources department
    Authors: 李佩珊;Lee, Pei-San
    Contributors: 人力資源管理研究所在職專班
    Keywords: 人資客戶服務代表;HR Account Service
    Date: 2018-06-22
    Issue Date: 2018-08-31 11:09:23 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 面對全球化環境快速轉變,企業在外部競爭力壓力及組織提升需求下,人力資源部門角色從以往單一領域躍居到多元及跨越疆界領域。自1997年Ulrich對於人力資源角色定義後,人資策略夥伴成為人資從業人員最重要的角色,而人資客戶服務代表也成為人力資源角色功能發展趨勢。人力資源部門以「顧客服務」為導向,將人力資源人員直接派駐至事業單位服務,協助事業單位進行人力資源發展策略規劃與組織運作,達成事業單位發展目標。

    過去的學術研究報告,大部分僅限於對人資策略夥伴角色探討,較少有個案實務運作之研究。個案公司自2002年起,因應公司企業組織整併,人力資源部門面對各事業單位組織運作政策需求下,導入實施人資客戶服務代表制度。

    本研究透過研究者親身體驗及問卷調查等方式,收集有效樣本56份,回收率76.7%,調查分析個案公司現行人資客戶服務代表制度角色功能,及提供服務者(人資客戶服務代表)與被服務者(事業單位主管)對該制度之回饋與建議。

    研究結果發現,個案公司能透過人力資源專業分工、資源整合協同運用與e化系統平台即時服務,派駐人資客戶服務代表至前線就近服務,實能達到協助事業單位組織發展運作與穩定人心之綜效。唯在人力資源政策與事業單位發展連結不足,人資總部對人資客戶服務代表支持與溝通程度低、角色定位不清、人力配置不足,及人資作業規範、系統化不足等方面可再予以強化改善。

    本研究結果及後續提出之改善建議,祈有助於提供個案公司管理之建議及企業界制度規劃實行之參考。;Facing the rapid transformation of the global environment, the role of the Human Resources department has leaped from the previous single field to the domain of multiple and cross-border areas under the pressure of external competitiveness and the need for organization promotion.

    Since the Human Resource role was defined by Ulrich in 1997, Human Resource strategy partners have become the most important role of human funded employees, and Human Resource Account Service (AS) representatives have also become the development trend of Human Resource role function. The Human Resources department, with the guidance of "Account Service", directly dispatched Human Resources personnel to service units, assisted the institutions to carry out the planning and organization of Human Resources development strategy and organization, and reached the development goals of the institutions.

    In the past, most of the academic research reports were limited to the role of Human Resource strategic partners, and few case studies were conducted. Since 2002, the case of the company has introduced the system of Account Service representative under the organization development.

    This study collects 56 valid samples and 76.7% recovery rate through the questionnaire survey, and investigates and analyzes the role of the current Account Service representative system role of the case of the company and the feedback and suggestion of the service provider and the Served.

    The results show that the case study of the company can achieve the immediate service through the division of Human Resources specialization, the integration of resources and the integration of resources and the E-system platform. Only in the Human Resources policy and the development of the institutions, the Human Resources headquarters have low level of support and communication, the role positioning is not clear, the manpower allocation is not enough, and the standard of human capital operation and the lack of systematization can be strengthened.

    The results of this study and suggestions for further improvement will help to provide suggestions for the management of case study of the company and the implementation of enterprise system planning.
    Appears in Collections:[人力資源管理研究所碩士在職專班 ] 博碩士論文

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML73View/Open


    All items in NCUIR are protected by copyright, with all rights reserved.

    社群 sharing

    ::: Copyright National Central University. | 國立中央大學圖書館版權所有 | 收藏本站 | 設為首頁 | 最佳瀏覽畫面: 1024*768 | 建站日期:8-24-2009 :::
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback  - 隱私權政策聲明