系統整合服務業之工程人員績效評估模式之研究

An Approach to Engineers' Performance Evaluation Model of System Integration Services Industry

李俊民(Jimmy Lee) ； 吳文程(Kevin Wu)

《健行學報》 34卷2期 (2014/04) Pp. 79-98

摘要

隨著經濟的發展，資訊服務產業越來越競爭，其顧客對於服務品質的要求也越來越高，因此顧客服務滿意度已經是決定企業競爭力的關鍵因素。系統整合服務業者為了滿足顧客的需求，無所不用其極的提供更優質及多元的服務給顧客，而站在服務第一線的維護工程師之績效表現，對於客戶服務的滿意度佔有重要的影響因素。本研究以台灣某大型系統整合服務業者為研究的個案，並且進行專家的訪談，以瞭解工程人員績效評估的重要構面與指標；接著，依據上述重要因素以分析層級程序法（Analytic Hierarchy Process，AHP）來深入分析與研究，評估影響客戶滿意度的主要因素變數；進而建立一個可以評量維護工程師工作績效的評估指標模式。個案公司可透過此績效評估指標模式，評估線上維護工程師的工作績效表現，各項不確定的需求經由即時的回饋機制，本雛型系統可以透過不斷的演進，針對績效優良的工程師可予以獎勵，而表現不盡理想的工程人員，管理階層也可以協助提升其服務的質量或是其他的因應管理措施，最終可提升客戶的滿意度。

關鍵字

分析層級程序法 ； 績效評估 ； 客戶滿意度

並列摘要

With economic development, the information services industry is increasingly competitive, and the customer's request toward service quality is also higher and higher. Customer service satisfaction has been the key factors that determine the competitiveness of enterprises. System integration service providers in order to meet customer demand, do their best to provide the more high-quality and diverse services to customers. The performance of maintenance engineers in the call center occupies an important factor for customer service satisfaction.In this study, a large-scale system integration provider of Taiwan is involved in the case study and expert interviews with engineers were held to understand the important dimensions and indicators of performance evaluation. Next, using the Analytic Hierarchy Process (AHP) to find important factors for further analysis and research, this study can obtain the assessment of the main factors which affect customer satisfaction variables, and then establish a job performance evaluation model of maintenance engineers. Cases study can apply the performance evaluation and indicator model to evaluate online maintenance of engineer's job performance. Of uncertain demand via instant feedback mechanism, the prototype system is developed by continuous evolution and excellent performance engineers can be awarded. Less than desired performance engineers, management can also help improve their service quality or offer other management policy, and ultimately improve customer satisfaction.

並列關鍵字

Analytic Hierarchy Process (AHP) ； performance evaluation ； customer satisfaction