建置業務人員專業職能模型及模型驗証－以某IC設計公司為例

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趙諳儀(An-Yi Chao) 查詢紙本館藏

畢業系所

人力資源管理研究所

論文名稱

建置業務人員專業職能模型及模型驗証－以某IC設計公司為例
(Building and Identifying the Competencies Model of Sales Representatives – Taking an IC Design House for Example)

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摘要(中)

以職能為基礎的管理(Competency-Based management)是一種以「員工能力」為基礎和發展的管理概念，其主要的目的在於找出並確認哪些是導致工作上卓越績效所需具備的知識、能力及行為表現(Spencer & Spencer，1993)進而協助組織在人力資源方面做全面性的發展和運用。在腦力密集的高科技產業中，企業的成敗關鍵之一係擁有優秀的人才，而本研究的個案－IC設計公司，為了更有效地管理人才以提升人力素質，決定導入職能模型。
本研究將針對個案公司的業務職建立專業職能模型，以及發展關鍵行為項目。首先，本研究對績優業務員以及高階及中階業務主管進行「行為事例訪談」以及「職能項目問卷調查」，蒐集個案公司的業務職能項目與行為事例，得到「關係建立/人際影響」、「協商技巧」、「彈性變通」、「產品及產業知識」四項職能及各職能之行為事例；再根據內部資深與績優人員的建議、文獻、職能字典及外部專家的建議，發展業務專業模型之關鍵行為項目；使用「焦點團體訪談」來進行職能模型的確認，根據與會之高階、中階管理者與績優業務員的建議，修正不適用的關鍵行為指標；並安排「同意度檢定」以取得公司內所有業務同仁對業務專業職能之認同；本職能模型確立後，製作職能手冊做為業務人員任務執行的行為參考範本。最後，本研究採用無母數方法中的Mann-Whitney U test驗證模型之有效性，以業務人員過去兩年之銷售目標達成率作為依變項，各職能構面表現為自變項，進一步驗證本職能模型的確可區分出高績效與低績效之業務人員，以利於未來業務人員的培養與發展。

摘要(英)

Competency-based management is a kind of managerial concepts based on and developed by employees’ competencies. The main purpose of competency-based management is to identify the necessary knowledge, abilities and behaviors leading to outstanding performance (Spencer & Spencer, 1993), and thus to help organizations plan for comprehensive development and application in human resource management. In the brain-intensive high-tech industry, one of the keys to an enterprise’s success is to own talents. An IC design house, the case company in this study, decided to introduce a competency model for managing talents much more effectively to improve manpower quality.
This study built a professional competency model and developed critical behavior items for sales representatives in the case company. First, this study conducted behavioral event interviews and a competency items questionnaire survey with outstanding sales representatives, top management and middle sales managers to collect the sales competency items and behavioral events. Next, according to the senior and outstanding sales representatives’ suggestions, literature, the competency dictionary, and external experts’ suggestions, the critical behavior items of the sales professional competency model were developed. Focus-group interviews were used to identify the competency model and correct inappropriate critical behavioral indexes based on the suggestions from top management, middle managers and outstanding sales representatives. An ‘Agreement Test’ was arranged to acquire entire sales representatives’ recognition of sales professional competencies. After the competency model was identified, competency handbooks were published for providing sales representatives a behavioral guide when they execute their tasks. Finally, this study employed the Mann-Whitney U test in Non-parametric Statistics to examine the effectiveness of the model. Sale representatives’ sales achievement rates in previous two years were taken as the dependent variables, while their performance in each competency dimension was taken the independent variables. The competency model was further examined to ensure that it can really distinguish between sales representatives with high performance and those with low performance so that it will be beneficial for sales representatives’ cultivation and development.

關鍵字(中)

★ 職能
★ 職能模型
★ 業務人員
★ 關鍵行為指標

關鍵字(英)

★ Critical behavioral indexes
★ Sales Representative
★ Competency Model
★ Competency

論文目次

第一章、緒論 1
第一節、研究動機 1
第二節、研究目的 2
第二章、文獻探討 3
第一節、職能的起源與定義 3
第二節、職能模型及其建構方法 5
第三節、職能與績效 11
第四節、業務的職能 12
第三章、研究方法 16
第一節、研究對象 16
第二節、研究流程 16
第三節、研究方法 18
第四節、資料分析方法 21
第四章、業務專業職能模型之建置 22
第一節、業務專業職能模型之建置 22
第二節、業務專業職能模型初稿之審定 38
第三節、業務職能模型完稿 42
第四節、職能模型之發展建議及職能發展手冊 44
第五章、業務專業職能模型之驗證 49
第一節、假設檢定結果 49
第六章、結論與建議 52
第一節、研究成果 52
第二節、管理實務建議 54
第三節、研究限制與建議 56
參考文獻 57
附錄一、行為事例訪談題目 60
附錄二、業務專業職能項目調查問卷 62
附錄三、業務專業職能之行為項目同意度調查問卷 66
附錄四、業務專業職能評量表 69

參考文獻

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指導教授

鄭晉昌(Jin-chang Jheng)

審核日期

2008-7-1

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