第一線管理者應具備之管理能力—以封測業為例

第一線管理者是基層人員的管理者，亦負責推動中階主管所交付任務之管理者，因此在組織中扮演著重要的角色。第一線管理者應自基層人員中拔擢具備相關能力者擔任，但究竟應具備哪些管理能力方才適任，對於許多企業而言可能並未明確定義。這導致第一線管理者在管理職的表現不若其專業領域，且造成組織的人浮於事，增加內耗、效率不彰及管理等層出不窮問題。在全世界的半導體產業中扮演著舉足輕重角色的台灣封測業也面臨到相同的問題。本研究因此針對封測業第一線管理者應具備之管理能力進行研究，建立封測業在人員績效評估與培訓上之依據。本研究透過德爾菲法訪談業界專家，建立適用於封測業之第一線管理者管理能力之評估架構，並運用決策實驗室法，針對專家群問卷填答結果進行分析。研究結果顯示「問題解決能力」、「溝通協調能力」、「培育部屬能力」、「建議指導能力」及「團隊激勵」等為應具備之管理能力中相對更為重要的能力，亦可視為關鍵的管理能力。因果圖顯示欲改善關鍵管理能力之績效，可以考慮由「溝通協調能力」進行改善，這顯示「溝通協調能力」是所有能力的根本，其良窳會直接或間接影響其他管理能力的表現。本研究依關鍵能力的重要度與績效值分析，並提出相關的改善策略，以拔擢適任第一線管理者強化其管理能力。

關鍵字

封測業；第一線管理者；德爾菲法；決策實驗室法；管理能力

並列摘要

First-line managers supervise team members and are in charge of implementing the duties which assigned by middle managers. Therefore, they play a critical role in the organization. First-line managers should be selected from the operatives with relevant capability. However, many enterprises don’t have the specific standards what managerial capability a first-line manager should have. It causes some issues such as a first-line manager with unqualified managerial performance in the professional area, having more workers than the organization is needed, wasting internal resources, bad efficiency and management, etc. To the packaging and testing industry in Taiwan which plays an important role in semiconductor industry around the world, we also face the same problem as mentioned above. Hence, this dissertation focused on the research of the required managerial capability first-line mangers need and established the foundation of the performance evaluation and training courses for the staff in the packaging and testing industry. This article intends to build an suitable structure for evaluating a first-line manager’s capabilities in the wafer packaging and testing industry.The study applied Delphi Method, fulfilled Decision Making Trial, Evaluation Laboratory (DEMATEL), and analyzed the result of the questionnaire survey through interviewing experienced professionals.The research result have shown that the abilities such as problem solving, communication and coordination, training members, giving instruction and advice, and team encouragement are the crucial abilities which are required among all the management capability. To improve the performance of managerial ability, the causal diagram revealed the ability of communication and coordination is fundamental and also the entry point for the improvement. The pros and cons of it influence the performance for other management abilities either directly or indirectly as well. This dissertation proposed a relevant improvement strategy based on the importance of the crucial abilities and analysis of performance statistics for choosing the best qualified first-line mangers and strengthening their management capability.