博碩士論文 89437011 詳細資訊


姓名 高治誠(chei-cheng kao)  查詢紙本館藏   畢業系所 人力資源管理研究所
論文名稱 業務人員職能量表之建立- 以某本土軟體資訊科技公司為例
(Establishing a questionnaire of salespeople professional competency -A case of local software company in Taiwan)
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摘要(中) 隨著知識經濟的到來,人力資源儼然成為企業競爭優勢之主要來源,高科技
產業所帶來的高獲利,伴隨著高薪資與高福利的誘因吸引員工進入。而軟體業亦
因應高科技之需求,不斷求新求變,在人才取得與訓練上,分外重要。有鑑於軟
體產業對於業務人員之特殊需求,本研究以台灣本土軟體業個案公司為研究對
象,經由訪談設計出業務人員所需之職能因子,經由分析檢測出影響工作績效之
重要因素。藉由此量表期望能提供給個案公司以及軟體相關產業作為一參考依
據,並且使用於業務人員之招募甄選、訓練發展、績效評估上。
本研究經由個案訪談18 位業務主管與人員歸納出軟體業務人員九項核心職
能分別為專業知識、銷售技能、時間管理、問題分析與解決、規劃管理、顧客導
向、溝通協調、創新能力、成就導向。並且進一步以個案公司65 位業務人員作
為實證對象,檢測核心職能與工作績效間的影響。研究結果指出時間管理與顧客
導向對於工作績效會產生影響。
摘要(英) As the trend of knowledge economy emerges, human resources become the
obvious competitive edge for companies. High-tech industry’’s high profitability,
along with other motives, such as high compensation and high benefit attracts people
to join them. On the other hand, software industry uses continuous innovation to
cope with the high-tech industry highly-competitive needs, as the result, sources of
talents and training becomes very important. Based on this fact that software
industry has a unique need for the salespeople, this study focused on a local
Taiwanese software company, used interviews to design working factors that
salespeople need and analyzed to test the factors affecting work performance. From
competency questionnaire, this study hopes to provide valuable suggestion to the case
company and software industry, to apply on the staffing, training, and performance
evaluation for salespeople.
First of all, this study interviewed 18 managers and personnel in sales to
categorize 9 core competencies for software salespeople. They are technical
knowledge, ability of sales, time management, problem analyzing and solving,
planning management, customer-oriented, communication, innovation, and
success-oriented. Then, this study used 65 salespeople as the sample group to test
the relationship between core competency and work performance. The result of
study showed that time management and customer-oriented will have an effect on
work performance.
關鍵字(中) ★ 工作績效
★ 職能
★ 業務人員
★ 資訊軟體業
關鍵字(英) ★ Competency
★ Salespeople
★ Software industry
★ Job performance
論文目次 摘 要...............................................................................................................I
ABSTRACT......................................................................................................II
誌 謝.............................................................................................................III
目 錄.............................................................................................................. IV
表 目 錄........................................................................................................ VI
圖 目 錄....................................................................................................... VII
第一章 緒 論..................................................................................................1
第一節 研究動機.......................................................................................................................1
第二節 研究目的.......................................................................................................................4
第三節 研究流程.......................................................................................................................5
第二章 文獻探討..........................................................................................10
第一節 產業概述.....................................................................................................................10
第二節 業務人員的角色、功能及任務..................................................................................14
第三節 職能的定義與內涵.....................................................................................................22
第四節 業務人員的職能需求.................................................................................................30
第五節 職能發展模式.............................................................................................................35
第三章 研究方法..........................................................................................39
第一節 研究架構圖.................................................................................................................39
第二節 個案公司簡介.............................................................................................................40
第三節 資料收集.....................................................................................................................47
第四節 量表構面的界定.........................................................................................................51
第五節 量表題目的編製.........................................................................................................52
第六節 問卷試測.....................................................................................................................54
第七節 資料分析方法.............................................................................................................55
第四章 實證結果與討論.................................................................................57
第一節 樣本特性分析.............................................................................................................57
第二節 信度分析.....................................................................................................................59
第三節 效度分析.....................................................................................................................67
第四節 相關分析.....................................................................................................................68
第五節 單因子變異數分析.....................................................................................................72
第六節 迴歸分析.....................................................................................................................78
第五章 結論.................................................................................................81
第一節 研究結果與建議.........................................................................................................81
第二節 管理意涵與建議.........................................................................................................87
- V -
第三節 未來研究建議.............................................................................................................89
◎參考文獻.....................................................................................................90
一、中文文獻.............................................................................................................................90
二、英文文獻.............................................................................................................................93
◎附錄一 業務代表職能問卷........................................................................97
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指導教授 黃同圳(Tung-Chun Huang) 審核日期 2007-7-16
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