影響團隊績效之關鍵因素-以國內某知名壽險公司為例

在現代社會中保險業扮演著日益重要的角色，因為環境中存在的意外，例如天災人身意外、健康、疫情等難以預測，因此越來越多民眾為尋求保障而選擇購買保險以滿足自身的保障需求。壽險公司通路包括直接行銷的業務員、櫃台銷售、網路、銀行通路，證卷公司、保險代理人及保險經理人等。各壽險公司之間的業務競爭以由個人至公司團隊服務，而壽險公司重視經營績效指標，通訊處要如何達成公司的績效指標、如何有效提升績效，需要透過一個優秀的團隊，但是團隊的組成可能來自不同的背景和經歷，各種影響團隊績效的組成都與團隊成功與否相關，此外通訊處需要適合的領導者來評估團隊績效，因此壽險公司的通訊處領導者，如何帶領團隊發展形成具競爭力，以達成公司經營績效指標就越顯重要。本研究透過德爾菲訪談業界專家，建立壽險公司影響團隊績效關鍵因素評選之研究架構，並運用以決策實驗室法，針對壽險公司團隊績效關鍵因素評選之問卷資料進行分析。研究結果顯示，「團隊共識」、「員工溝通」、「激勵方式」、「尊重員工」、「工作成就感」、「榮譽感」等6項是壽險公司團隊績效因素的關鍵因素。因果圖顯示，「團隊共識」在關鍵因素中扮演源頭管理的角色，其原因在於團隊成員在單位績效目標認知達成共識時確實能有效提升團隊績效，而「創造良好工作氛圍」、「整合單位主管建立團隊運作」、「增加單位良性互動」、「建立團隊合作文化」等策略應可進一步改善壽險團隊的績效，本研究可為國內壽險公司通訊處在提升團隊績效的參考，確保獲利能力與競爭優勢之提升。關鍵詞：壽險公司、通訊處、團隊績效、決策實驗室法、多準則決策分析

關鍵字

壽險公司；通訊處；團隊績效；決策實驗室法；多準則決策分析

並列摘要

In the modern society, the insurance companies play an increasingly critical role since the existing accidents among the environment situation are crucially unpredictable such as natural disasters, personal accidents, health, epidemics, and etc. Therefore, there’re more and more people choose to buy insurance to meet their own needs. The life insurance company channels include direct marketing salespersons, over-the-counter sales, Internet, banking channels, securities companies, insurance agents and insurance managers. The business competition between various life insurance companies based on the individual-to-company team services. Also, the life insurance companies focus on greater attention on the business performance indicators, and how to achieve the company's performance indicators and effectively improve performance which requires an excellent team. However, the organization of the team may have different backgrounds and experiences. A variety of the composition that affect team performance are related to the make-or-break issue. In addition, the communication department needs suitable leaders to evaluate team performance. Therefore, it is more significant for the communication department leaders of life insurance companies to lead the team to develop a competitive force to achieve the company's business performance indicators. In this study, Delphi interviewed industry experts to establish a research framework for the selection of key factors affecting team performance of life insurance companies, and take advantage of the DEMATEL to analyze the questionnaire data for the selection of key factors of team performance of life insurance companies. The research results show 6 items including "team consensus", "employee communication", "motivation method", "respect for employees", "sense of work achievement" and "sense of honor", are the key factors for the team performance of life insurance companies. The cause-effect diagram shows that "team consensus" plays the role of source management among the key factors. The reason is that team members can effectively improve team performance when they reach a consensus on unit performance and goals. Also, the strategies such as "creating a good working atmosphere", "integrating unit supervisors to build team operations", "increasing positive unit interactions", "building a culture of teamwork" and so forth which could possibly get further improvement on the performance of life insurance teams. The study can serve domestic life insurance company communications offices to improve team performance as references to ensure the improvement of profitability and competitive advantage. Keywords: Life insurance company, Communication office, Team performance, DEMATEL, Multi-criteria evaluation analysis