從智慧資本觀點探討組織績效影響之研究-以保險公司為例

隨著知識經濟時代的發展，傳統運用財務報表衡量組織績效，已無法完整評估組織的績效，其忽略了組織內部是由員工知識、領導者的管理能力等無形資產所組合而成的。循此，本文乃運用質性研究的方法來切入，深度訪談個案公司後整理出以下幾個意義脈絡群組：運用做中學進行經驗傳承、運用非正式會議凝聚向心力、善用科技提升組織效率、建置民眾服務檔案，服務案件不漏接、維持良好互動，增進服務效率、努力付出才能獲得肯定。最後，藉由研究結果的發現與討論引出其在管理實務上的意涵及對後續相關研究的建議。循此，本文乃運用質性研究的方法進行研究，深度訪談壽險業資深從業主管後整理出以下幾個意義脈絡群組：1.運用做中學，進行經驗傳承；2.運用非正式會議凝聚向心力；3.善用科技提昇組織的效率；4.建置客戶服務檔案，服務案件不漏接；5.維持良好互動，增進服務效率；6.努力付出才能獲得肯定。最後，藉由研究結果的發現與討論引出其在管理實務上的意涵及對後續相關研究的建議•

關鍵字

智慧資本；人力資本；結構資本；關係資本；組織績效

並列摘要

Measurement of organization performance always use financial or non-financial indicators in the past, however, knowledge economy development goes on nowadays, traditional financial report indicator cannot evaluate organize performance because this indicator overlook some intangible assets such as employee's knowledge and manager ability of leadership. Because of that, we use qualitative research and interview case company to collect several meaningful groups. Those are "learning by doing to inheritance", "informal meeting let colleagues get together", "use technology to enhance organizational efficiency", "build customer service database", "do not miss case", "maintain good interaction", "improve service efficiency", "make effort to gain praises". Finally, we can discover and discuss meaning of management in practice and have some suggests for following related research. This research use qualitative research and interview life insurance industry practitioners and collect several meaningful groups, 1. learning by doing for experience inheritance, 2. use informal meeting to get together, 3.use technology to enhance organizational efficiency,4.build customer service database and would not miss any case, 5.maintain good interaction and improve service efficiency,6. make effort to gain praises. Finally, we discover and discuss meaning of management in practice and have some suggests for following related research.