運用IPA法分析租賃公司保經服務之重要功能與表現

摘要 A 租賃公司保經服務的提供意味著整體性的租賃服務可獲得更大的保障與優勢，讓 A 租賃公司中的其他部門能夠共享保經服務。本研究之探討目的係在於理解 A 租賃公司保經服務，其可採取怎樣的跨部門服務價值來提升本身的保經價值，並且討論保經服務如何積累可能的客戶，以創造其價值，作為租賃公司提供保經服務的典範。透過深度訪談以及 IPA 重要績效分析法，研究發現，A 租賃公司保經服務的重要功能要素包括了有跨部門服務、有數位化的跨部門服務、有保險計畫規劃、有顧問服務、有客製化服務、客戶服務為導向、有創新作為、有強化部門效能與降低管理成本的功能、有提供各部門保險需求的價值、有組織策略貫徹者的特性、有部門主管協助者的特性、以及有組織成員諮詢者的特性。透過滿意度分析，A 租賃公司的保經服務仍需要在強化部門效能與降低管理成本的功能、客製化服務上精進。

關鍵字

保險經紀、跨部門服務、重要滿意度分析

並列摘要

Abstract The establishment of the sub-company of insurance within A leasing company indicates that the leasing services can gain more guarantees and advantages, making other units are able to share insurance services. The purpose of study is to understand how this insurance services can upgrade its business values with cross-sector services and become the paradigm of other leasing companies who plan to set up insurance services. Through the in-depth interview and IPA, the results demonstrate that the successful key factors of cross-sector services comprise actual cross services, digital cross services, the plans of insurance program, consultant services, customized services, customer-oriented services, innovative service, the function of strengthening sectors’ effectiveness and declining the cost of management, the satisfaction of completing insurance needs, the role play of insurance issue implementer, insurance issue assistant, and insurance issue consultant. Through importance-performance analysis, the insurance services within A leasing company still needs to endeavor for ameliorating the mechanism of strengthening sectors’ effectiveness and declining the cost of management, and customization.