駐外業務人員專業職能之分析研究—以P集團為例

隨著全球化經濟結構的改變，全球企業中大型公司紛紛在海外設立子公司，並且派任具備專業知識及技能的人才至子公司工作，此舉造成外派人員在國際化企業的人才配置上，佔有重要的角色。而業務人員是代表公司直接面對客戶的，若能有效打動客戶獲得業績，則會影響公司在同業間競爭力及獲利能力高低，故一家公司裡的業務人員極為重要。綜合以上，駐外業務人員是決定全球化企業能否盈利的重要角色，本研究以此為基礎，推導出研究背景與動機，再形成研究目的。本研究主要探究駐外業務人員所需之專業職能，透過文獻探討、深度訪談以及召開三場次焦點團體會議，進行實證資料的蒐集。研究結果發現駐外業務人員有7項主要職責、14項工作任務、46項行為指標，以及24項知識、20項技能、11項態度之職能內涵，並以職能基準格式做出本研究之職能基準表。最後依據研究結果，對駐外業務人員專業職能實務應用與後續研究提出建議。藉以提供後續研究者及業界參考此模式及應用，建立各專業人才之職能內涵，並進而明確規範業界甄選、訓練、任用、考核等標準。

關鍵字

駐外業務人員；專業職能；焦點團體法

並列摘要

As change of global economy structure, middle and large scale global enterprises set up their overseas subsidiaries and assign talents who have expertise and skills to work in their subsidiaries. The talent assignment makes these expatriates play important roles in the international enterprises. Especially, sales representatives who represent company to serve customers directly are very important. They will affect revenue, profit and competitive advantage of the company if they could win the business and customers’ trust. Therefore, expatriate sales representatives are pivots who affect a global enterprise win or lose. In this thesis, the research background and motivation are based on above premises. Then the purpose of this research is generated. This research focuses on the functional competency requirement of expatriate sales representatives, I collected concrete evidence and data by surveying documents, one by one interviews, and convening focus group meetings three times. The research indicates the an expatriate sales representative functional competency table has 7 major job duties, 14 job tasks, 46 behavior indicators, 24 knowledge, 20 skills, 11 competencies items. Finally, propose some comments and conclusions according to the research results with regard to functional competency of expatriate sales representative and following-up researches. It’s my honor to provide other researchers and companies my research as their reference to establish a standard for selecting, training, recruitment and performance appraisal.