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以Job-Function QFD建立職能模式-以C保全公司為例 = U...

國立高雄大學亞太工商管理學系碩士班

以Job-Function QFD建立職能模式-以C保全公司為例 = Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm

Record Type:	Language materials, printed : monographic
Paralel Title:	Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm
Author:	林雋恒,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2014[民103]
Description:	111面圖，表 : 30公分;
Subject:	職能分析
Subject:	functional analysis
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/09069527652096430417
Notes:	參考書目：面98-101
Notes:	103年12月16日公開
Summary:	近年來，保全業已進入削價競爭的惡性循環當中，在微利的競爭環境下，「創新」與「精進服務」已成為重要的生存模式，個案公司屬服務類型的公司，在業界享有良好的聲譽並穩定的成長，全依賴實在的打拼與用心的服務。系統保全部門是個案公司未來發展的重點部門，而第一線服務客戶的機動保全人員服務品質的好壞更是關鍵，有鑑於此，本研究藉由建立機動保全人員的專業職能模型，提供個案公司在訓練或選才的標準及依據。本研究透過文獻回顧設計並修正SERVQUAL服務品質問卷，獲得來自於顧客聲音的職能要求，據以得出服務品質權重，並結合內部專家會議進行job-function QFD，最後依優先順序建立專業職能模型，並給予公司建議。在研究分析的過程中，透過量化的方式並製作問卷施測，再輔以信度、效度以及品質機能展開等方式來驗證專業職能項目的執行順序，根據分析結果發現，內部專家會議選定之15項專業職能中應該被優先執行的前5項分別為：「執行能力」、「溝通協調能力」、「情緒管理能力」、「創新思考能力」及「顧客服務導向」，藉由優先順序的確立建立專業職能模型，不僅能提供個案公司系統保全部門相關的資訊，更能協助個案公司在招募甄選、績效管理及訓練發展上有效的管理員工，達到提昇組織競爭力並強化競爭優勢。本研究最大的貢獻在於首度運用新的工具-job-function QFD來進行顧客導向的服務品質分析，並進而建立職能模型。 In recent years, security has entered a vicious circle of price competition among the meager profit in a competitive environment, "innovation" and "diligent service" has become an important mode of existence, the case is a type of service company in the industry has enjoyed a good reputation and steady growth; it is full of hard work and attention-dependent servicesSystem security sector is the focus of the case company's future development department, and a day in the first line of customer service is the key to security personnel mobility service quality is good or bad, the purpose of this study models of motor functions by creating professional security personnel, standards and provide case basis in training or before the election. The study designs through literature review and correct SERVQUAL questionnaires, functional requirements from the voice of the customer, according to the weights derived service quality, combined with internal experts meeting to process job-function QFD, in accordance with priorities and give the company proposal. In the process of research and analysis through quantitative methods and production test and questionnaire, supplemented reliability, validity, and QFD other ways to verify the execution order of the professional functions of the project, according to the analysis found that the internal meetings of experts selected 15 before five professional functions should be performed priorities are: "ability to execute", "communication skills", "emotion management skills", "creative thinking ability" and "customer service oriented", with priority establish professional functions model systems not only provide the security department of case company related information, can assist in the recruitment of the selection, the effective management of staff performance management and training and development, to enhance organizational competitiveness and strengthen competitive advantage.In this study, the maximum contribution is the first time to apply new tool, “Job-function QFD” for customer-oriented service quality analysis, and thus establish a functional model.

以Job-Function QFD建立職能模式-以C保全公司為例 = Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm
林, 雋恒

以Job-Function QFD建立職能模式-以C保全公司為例 = Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm / 林雋恒撰 - [高雄市] : 撰者, 2014[民103]. - 111面 ; 圖，表 ; 30公分.
參考書目：面98-101103年12月16日公開.
職能分析functional analysis

以Job-Function QFD建立職能模式-以C保全公司為例 = Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm
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