合理調度窗口人力與組織績效之研究 - 公務需求與客戶滿意之觀點

Research on Reasonable Dispatching Window Human Planning and Organizational Performance – Perspectives of Job Demand and Customer Satisfaction

李文華(Lee,Wen-Hua)

指導教授 ： 陳基祥

淡江大學/商管學院/企業管理學系碩士在職專班/碩士(2018年)

https://doi.org/10.6846/TKU.2018.00726

摘要

為有效因應全球市場競爭，郵政總局於2003年重組，並更名為由交通部百分百持股之國營中華郵政股份有限公司。組織績效為競爭力之具體表現，與窗口人力調度、公務需求及客戶滿意密切相關；本研究就合理調度窗口人力角度，探討從公務需求與客戶滿意之觀點評估郵政組織績效。參酌相關文獻理論及資料建立5個假說，並尋覓5位經歷豐富專家進行深入訪談及分析結果。
彙整訪談結果與文獻資料顯示，合理調度窗口人力對公務需求具有正向影響、對客戶滿意具有部分正向影響；公務需求及客戶滿意對組織績效均具有正向影響；公務需求與客戶滿意因員工個人觀點，部分相互影響，部分無關。有效的合理調度窗口人力，可以快速清楚地描述與郵政組織績效有關之目標和方向，對合理調度窗口人力抱有很高期望的經理人，可以藉由合理調度窗口人力以提高郵政服務組織績效；正確的整合公務需求與客戶滿意，對達成組織績效也是相當重要的。
本研究引用合理調度窗口人力概念來說明公務需求與客戶滿意間之關係，因為它們都與郵政組織績效相關。另外還介紹了郵政服務的一般管理理論，可供郵政或相關產業參考。

關鍵字

合理調度窗口人力 ； 公務需求 ； 客戶滿意 ； 組織績效

並列摘要

In order to effectively respond to global market competition, the General Administration of Postal Corporation was reorganized in 2003 and renamed Chunghwa Post Co., Ltd., a 100% state-owned company administrates by the Ministry of Transportion.
Theoretical perspectives on Reasonable Dispatching Window Human Planning, Official Demand and Customer Satisfaction were studied to evaluate the Postal Service Organizational Performance. A total of 5 interviewers were selected; in-depth interview was utilized on in this study for the 5 propositions analysis.
The results demonstrate that Reasonable Dispatching Window Human Planning positively affects with official demand, however partly positively affects with Customer Satisfaction. Both Official Demand and Customer Satisfaction positively affects with the success of Organizational Performance, nevertheless Official Demand does not correlates positively with Customer Satisfaction, partly correlate and partly non-correlate.
An effective Reasonable Dispatching Window Human Planning can rapidly clarify the goals and directions associated with Postal Service Organizational Performance. Managers with high expectations of Reasonable Dispatching Window Human Planning can improve Postal Service Organizational Performance when they clearly share Reasonable Dispatching Window Human Planning objectives and directions. Proper integration capability of Official Demand and Customer Satisfaction are also essential to the success of Organizational Performance.
This study introduces the concept of Reasonable Dispatching Window Human Planning to explain the relationship between Official Demand and Customer Satisfaction as they pertain to Postal Service Organizational Performance. A theory of general administration of postal service is also presented.

並列關鍵字

rational scheduling window manpower ； business needs ； customer satisfaction ； organizational performance

參考文獻

一、 中文部分

方至民(2005)，企業競爭優勢，台北-前程出版社。

吳秉恩(1999)，與組織績效之相關研究，嶺東學報，頁219-237。

吳秉恩(2002)，分享式人力資源管理，台北-翰蘆出版社。

李漢雄(2000)，人力資源策略管理，台北-揚智文化出版社。