人才發展品質管理系統導入過程及效益之研究—以製造業公司為例

摘要企業在營運與發展的過程中，需要有充分的知識、技能以及態度優秀的人才一起努力，才能達成企業的願景與目標。政府為協助各事業機構及訓練單位提升辦理訓練品質，自2007年起推動實施TTQS，但企業在導入TTQS的過程中，必定會遭遇到不同程度的影響與衝擊，本研究將篩選從國內已通過TTQS的五家企業進行深度訪談，以探討導入過程中的衝擊與影響，並探討建立完整教育訓練系統後之效益，以及提出具體建議，以提供後續想要導入TTQS的企業做為參考。本研究流程開始於資料的收集與分析，在參考許多文獻後，確認以TTQS的導入流程中的衝擊與影響以及導入後的效益為本研究的主題，再確認研究題目後，藉由相關文獻的收集與整理，了解TTQS、組織變革、訓練品質與績效，在理解相關資訊後，確認以深度訪談法為本研究之研究方法，並篩選受訪企業與設計訪談題目，進行深度訪談，後再整理訪談資料，做出結論與建議。依據本研究的結果，在企業導入的原因上，企業需要一套嚴謹的系統去執行與評估教育訓練，而TTQS正是可以提升訓練品質與做到持續改善。在企業成員的心態轉變上，成員能將心態與行為上的轉變導向正向的方向去發展，這是促使TTQS導入能否成功以及後來執行成效能否持續的重要關鍵。在導入的衝擊與阻力上，為降低衝擊與阻力，必須有專責單位與人員導入、充分的溝通、加強對TTQS的認知以及成員的充分參與。在高階主管的支持上，與高階主管溝通取得共識並得到高階主管的允諾全程支持與參與，這是很重要的關鍵點。在導入後的效益上，高階主管、部門主管以及成員對辦訓單位都給予肯定與正面的評價，對導入後的訓練績效與滿意度也都有提升，這顯示TTQS對於訓練品質的提升是有其正面的意義。

關鍵字

TTQS導入；深度訪談法；訓練品質

並列摘要

Abstract In the process of operation and development, an enterprise needs to have sufficient knowledge, skills, and talents with excellent attitude to work together to achieve the enterprise's vision and goals. The government has promoted the implementation of TTQS since 2007 to assist various institutions and training units to improve the quality of training. However, in the process of introducing TTQS, enterprises will inevitably encounter different degrees of impact. This study selects from domestically passed Five TTQS companies conducted in-depth interviews to discuss the impact of the introduction process, discusses the benefits of establishing a complete education and training system, and puts forward specific suggestions to provide companies that want to introduce TTQS as a reference. This research process starts with the collection and analysis of data. After referring to lots literature, the impact and influence of the introduction process of TTQS and the benefits after introduction are the subject of the research. After confirming the research topic, using relevant literature collect and organize to understand TTQS, organizational changes, training quality and performance. After understanding the relevant information, this study confirms the in-depth interview method as the research method of the research, screens the interviewed companies, designs interview topics, conducts in-depth interviews, organizes interview data, and then makes conclusions and suggestions. According to the results of this study, in terms of the reasons for enterprise introduction, enterprises need a rigorous system to implement and evaluate education and training, and TTQS can improve the quality of training and achieve continuous improvement. Concerning the change of mentality of corporate members, members can direct the change in mentality and behavior to develop in a positive direction, which is an important key to the success of the introduction of TTQS and the sustainability of subsequent implementation. In terms of the introduction of impact and resistance, to reduce the impact and resistance, there must be a dedicated unit and personnel to introduce, adequate communication, strengthen the understanding of TTQS, and also with the full participation of members. With regard to the support of the senior executives, it is a very important key point to communicate with the senior executives to reach a consensus and obtain the full support and participation of the senior executives. In terms of the benefits after the introduction, high-level supervisors, department heads, and members all gave positive evaluations to the training units, and improved training performance and satisfaction after the introduction, which shows that TTQS is positive for improving training quality.