企業員工對訓練單位引進ISO制度的滿意度研究－以台電核能訓練中心為例

Research of Trainee''s Satisfaction after Introduction of ISO 9001/9002 into Industrial Training Programs:

李金茂(Chin-Mao Lee)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2002年)

摘要

面對快速變化及高度不穩定的環境，不論是高科技產業或是傳統產業，要永續經營，唯一的辦法就是強化企業訓練。但是，目前台灣企業的訓練機構在文件管理、衡量系統及評鑑制度等方面的作法，人治色彩相當濃厚，整個作業程序並無一套完整的品質系統，來維持訓練品質，若能從策略面引進ISO-9001及ISO-9002建立一套完整的訓練品質系統，來提昇訓練服務品質及課程設計能力，則可確保企業各項訓練目標之達成，並可強化企業的生產力與競爭力。
本研究分成兩部分：一是理論性探討，二是實證分析。除了在相關理論及文獻探討方面進行詳細探討ISO 9000品質制度導入企業訓練機構的必要性及可行性之外，另以個案的訓練機構的受訓學員及其主管的意見調查資料為主，分別統計分析各年度訓練計劃中各課程的滿意度，比較導入ISO 9002及ISO 9001品質制度學員對「訓練服務」滿意度及「課程設計」相關滿意度的差異。在論文研究中獲致的結果是：
1. 訓練單位引進ISO 品質制度是企業提升訓練品質的優良策略。
2. 企業員工對訓練單位引進ISO 9002品質制度之後的各項訓練服務滿度有顯著提高。
3. 企業員工對訓練單位引進ISO 9001品質制度之後的各項課程設計滿意度約有半數顯著提高。
4. 受訓員工之主管對於訓練單位引進ISO 9001品質制度後的各項課程設計滿意度無顯著變化。

關鍵字

台電 ； 訓練 ； 訓練評估 ； ISO 9002 ； ISO 9001 ； ISO ； 滿意度

並列摘要

Facing the rapid change and highly unsteady environment, an enterprise, no mater whether a high technology or traditional industry, has to enhance its training to be in continuous operation. In Taiwan most enterprises do not have good quality systems to cover the topical design, implementation, measurement, evaluation, documentation control and other processes of training programs. Since ISO is a good quality system, and has recently been adopted in many industries throughout the world. By introducing ISO 9001/9002 to training programs, not only can the training goal be achieved, but enterprises will also improve their competency and product capacity.
The methodologies used are documentary analysis and a case study. The related documents, theories of training and ISO have been discussed in depth. Also the trainee’s critique data of the case company was analyzed too by various statistical test methods to prove the subject theories.
The conclusions are as follows:
(1) The introduction of the ISO quality system into an enterprise’s training program is confirmed to be a good strategy from a quality point of view.
(2) After implementing training program using ISO 9002, the satisfaction of the trainees in all evaluation items proved higher than those without ISO 9002.
(3) After implementing training program using ISO 9001, the satisfaction of the trainees in approximately half of the evaluation items proved higher than those without ISO 9001
(4) After implementing training program using ISO 9001, the satisfaction of the trainee’s managers in all evaluation items proved no significant difference as compared to those without ISO 9001.

並列關鍵字

Taipower ； training ； training evaluation ； ISO 9002 ； ISO 9001 ； ISO ； satisfaction

參考文獻

4.French, W. L., “Human Resource Management: Models of Training,” Houghton Mifflin Company, 1998,

5.Harrison, R., “Employee Development,” IPM, 1992

6.Keller, Warrack, “Statistics for Managerial and Economics,” Duxbury publishing Co., 5th edition, 1999

7.Kirkprtrick, D. L., “Determining Training Needs: Four Simple and Effectve Approaches,” Training and Development Journal, Vol.24, 1997, pp.35-37

8.Kirkprtrick, D. L., “Evaluation, The ASTD Training and Development Handbook,” American Society for Training and Development Publishing 4th edition, 1996