連鎖餐飲業的教育訓練內容與規劃之探討---以A公司為例

Training Program Planning Delivery and Effectiveness in the Food Service Industry-Using A company as an Example

林楷諭(Kai-Yu Lin)

指導教授 ： 陳怡妃

淡江大學/商管學院/管理科學學系企業經營碩士在職專班/碩士(2016年)

https://doi.org/10.6846/TKU.2016.00316

摘要

這幾年台灣的「批發、零售、住宿及餐飲業」在產業結構中的所佔比例已逐年增加，其中又以餐飲業的成長為最多。將以連鎖餐飲、教育訓練、人才發展品質管理系統(TTQS)、服務品質來探討。而研究方法上，以實際這三年來的企業內部教育訓練後的問卷調查為樣本以ANOVA來做分析。
　　在個案研究中，以員工對教育訓練內容與規劃的四個構面滿意度分析，四個構面包含:上課內容，課程形式，教室環境，講師安排。另外針對員工不同背景變數對於訓練規劃的差異做分析。
結論與建議，首先針對抽樣對象的問卷資料分析後，了解實際員工對不同訓練構面的滿意度當參考。進而針對不同背景的員工，對於訓練規劃的差異分析，將實際數據回饋公司，做為企業未來訓練發展上的參考。

關鍵字

教育訓練 ； 服務品質 ； 連鎖餐飲 ； TTQS ； 訓練規劃

並列摘要

During the past few years, wholesale, retail, accommodation and food service businesses have been outpacing the growth of the whole industrial structure in Taiwan. The food service industry is clearly outperforming others. Within the bibliography Iwill research food service educational training, Talent Quality-management System (TTQS) and service qualities. In terms of research methodology, my research will utilize real questionnaires to analyze the perceived results of educational training.
In the case studies, my research will analyze the four key aspects as they related to the degree of employee satisfaction in the planning and the contents of educational training. The four aspects include course content, course forms, classroom environments and teachers' arrangement. Additionally, I will further analyze the affect of variances in employee backgrounds and how it relates to differences of training plans, not only to understand the employees degree of satisfaction from the training sessions but also assess the variances between different employees education level, relevant experience, salary, age and job titles.
It becomes evident from the analysis that certain differences in peoples backgrounds impacts their satisfaction of the training that they receive. This in-depth analysis is intended to be a foundation for adapting certain aspects of training to improve training in the fast growing food service industry.

並列關鍵字

Educational Training ； Service Qualities ； Food Service Industry

參考文獻

陳建光(2000)。企業教育訓練與員工生涯發展之關係研究-以 IC 產業為例，台北科技大學技術及職業教育研究所，台北市。

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