探討企業訓練品質評核系統導入面臨的問題與解決措施之研究

本研究以中彰投區得到銅牌以上成績之中小企業為研究對象，旨在探討企業導入訓練品質評核系統(Taiwan TrainQuali System，TTQS)所面臨之問題及其解決之策略。本研究採質化深度訪談的方式進行，並輔以半結構式的訪談大綱來蒐集本研究所需的資料。訪談由五間不同產業之中小企業開始進行，分別有營造業1家、製造業4家，訪談對象以人力資源主管及訓練承辦人員為主，共計8位。透過五家受訪企業導入TTQS之問題描述，以瞭解企業所面臨的內部問題、外部問題、解決之策略及短期間內問題之配套措施，再進行研究結果的討論。根據研究發現，歸納出結論如下：一、組織內部面臨之問題，綜以「人員面」、「制度面」及「系統工具面」為三大主軸，「人員面」問題影響最廣，「制度面」及「系統工具面」問題最鮮少被人探究討論。二、外部輔導顧問之輔導經驗多寡、問題觀察敏銳力及TTQS系統專業知能完備程度，皆是影響企業導入TTQS成功與否之重要因素。三、內外部問題解決策略，包含持續強化HR人員專業能力、強化訓練相關制度設計並將規範透明化、建立利益關係人組成之共識及開拓各種溝通的管道、與外部輔導機構審慎溝通企業之輔導需求、教育訓練資訊化應明確列為公司政策發展之目標、課前須與講師充分溝通課後評估之設計，及以課後行動方案佐證滿意度調查資料。四、教育訓練資訊化短期內之配套措施，包含利用數位學習方式改善員工上課出席率及補課之機制、利用Office功能有效檢核及簡化教育訓練繁瑣之行政作業，及缺乏資訊技能之內部講師，由其他同仁協助製作教材或以錄影方式記錄。最後，本研究根據上述研究結果，針對未來想導入TTQS之中小企業、TTQS輔導顧問及受理輔導派案業務之機構、政府相關單位，以及未來之研究提出具體可行之建議。

關鍵字

訓練品質評核系統；中小企業

並列摘要

This research is focus on small and medium enterprises (hereafter as SMEs), which have been rewarded of bronze medal or better in Taichung and Changhua area. This research aims at the problems and the strategies of solution that come with the Taiwan TrainQuali System (hereafter as TTQS). This research adopts the qualitative depth interviews method, and collects materials for this research supplemented by semi-structured interview outline. The interview subjects, total 8 persons who were chiefs of human resource department or training staffs, came from five SMEs in different industries: one is in construction industry and the other four are in manufacturing industry. Through the description of problems that came with the adoption of TTQS of the five interviewed companies, we may understand what kind of inside and outside problems these companies faced and what were their short-term accompanying measures to those problems. According to this research, the conclusion is as follows: 1.There are three perspectives of problems within an organization: “people”, “system”, and “system tool”. The “people” problem is well known; the other two are seldom discussed. 2.The experience, observation, and professional knowledge of consultants are important factors that impact on the success of TTQS adoption. 3.The solutions of inside and outside problems, including strengthening the capacity of HR staff abidingly, strengthening the design of training system, transparency of norm, establishing the consensus of stakeholders, and opening up various channels of communication, together with full communication with external consultants with company’s needs, and transformation of education and training to computer system shall be listed as objectives of company’s policy explicitly. 4.Short-term accompanying measures include: use e-learning to improve the attendance of employee and the makeup mechanism; use office functions to effectively check and simplify the administrative works of training; and let colleagues help to make the training materials or use video record method for those internal lecturers lacking information technology skills. The conclusion of this research proposes recommendations to SMEs that will adopt the TTQS in the future, TTQS consultants, and any authority that deal with TTQS affairs.