服務業職能指標建構暨運用

服務業職能指標建構暨運用
學生：侯堅強 指導教授：顏憶茹

國立臺中科技大學流通管理研究所

摘要
企業要如何在高度的環境中求得一席之地，已成為個人與企業相當重視的課題，尤其台灣服務業的發展對於經濟之貢獻日趨重要，因此競爭激烈的服務產業界裡，如何擁有自己獨特的核心競爭更是企業求取生存的利基點。
而企業競爭力有賴於良好的管理制度、企業文化、教育訓練與績效評估制度，此外，要如何快速及有效的發展及評估員工『職能』並加以應用，更進而發現員工的潛能，以幫助企業達成經營目標，都是企業必須掌握的重要課題。
本研究嘗試以德爾菲法將企業職能辭典篩選出關鍵職能，總計『管理職能』7項、『核心職能』9項，並以AHP層級分析法分析各向度之權重，而各項職能向度及其權重經由該企業決策委員會之焦點會議，討論出該連鎖餐飲業之『核心職能』及『管理職能』職能基準表，進而產出『管理階層職能』及連接職能之『職務說明書』，並以360度行為指標評估出其企業職能缺口，作為企業發展徵、選、育、用、留之重要指標及參考，其研究在於實務上有客觀、可行、簡易、縮短發展時程.....等重要目標達成。

關鍵詞：職能、連鎖餐飲業、德爾菲法、AHP層級分析法

The Competency construction and application of service industry personnel
Student:Chien-Chiang Hou Advisors:Yi-Ru Yen

Department of Distribution Management
National Taichung University of Science and Technology

ABSTRACT
How could an enterprise take its place in the highly circumstances already becomes a quite valued issue for personal and the enterprises, especially about the development of service industry in Taiwan contributes to the economy become more and more important. Therefore, how an enterprise could have its own unique core competition even is the enterprises eager for existence among the service industry in such competitive intense.

The enterprise competition depends on well institution of management, culture of enterprise, education training, and institution of achievements evaluated, otherwise, how to make it speedy and effective to develop and evaluate competency of staff, moreover to apply and find out the potential of staff to help the enterprise achieve the goal of management are all the main topic of the enterprise who must master it.

The study tried according to Delphi method sifted out the key point competency in the enterprise competency dictionary, totally classified seven categories of "Managerial Competency", nine categories of "Core Competency", and executed Analytic Hierarchy Process (AHP) analyzed the weights of each dimension. Each of competency dimension and the weights through the focus meeting of the enterprise decision committee meeting, discussed out the standard form of "Core Competency" and "Managerial Competency" of the belonging Catering Industry Chain Store and then produced "Managerial Stratum Competency" and "Job description Instructions" linked competency, moreover executing all around behavior target to evaluate its defects of the enterprise competency to take as the main target and reference to the enterprise developing recruit, elect, raise, use, detain. The study consist in practice has main target achievement like objectivity, feasibility, simplicity, shorten developing times, and etc.

Key words: Competency, Catering Industry Chain Store, Delphi method, Analytic Hierarchy Process (AHP)