人力資源部門績效評鑑量度要項確認之研究

A Study of Identifying Measures for Evaluating Human Resource Department Performances

盧佩易(Pei-Yi Lu)

指導教授 ： 蔡錫濤

國立臺灣師範大學/科技學院/工業科技教育學系/碩士(1999年)

摘要

由於人力資源已成為企業提昇競爭優勢的來源之一，其重要性不可忽視，如何評鑑它更顯得重要。本研究方法是以個案研究法選擇三家服務業作為研究對象進行深入訪談，研究目的在利用平衡計分卡理論來發展人力資源部門之績效評鑑量度，企圖了解人力資源部門在不同構面的目標、行動、評鑑量度，並綜合歸納個案公司的意見，以作為人力資源部門績效評鑑量度要項確認之發展架構的依據。
本研究主要發現，如下圖所示，人力資源部門績效評鑑量度要項確認內容包含了：1.人力資源部門在各個構面的目標2.人力資源部門在各個構面所應採取行動3.人力資源部門在各個構面的績效評鑑量度。
依據研究結果，本研究對企業界及後續研究的建議為：
一、對企業界的建議
(一)可簡化、增加或彈性運用此模式，因企業制宜
(二)爭取高階主管的支持
(三)模式建立過程的建議
1.檢視人力資源策略及企業整體策略的連結度
2.建立人力資源部門的評鑑量度
3.設立人力資源部門的評鑑指標
4.成立回饋改善的團隊
5.建立公司內各部門的績效評鑑量度要項確認之發展架構
二、對後續研究的建議
(一)配合問卷調查法來收集資料
(二)進行評鑑者及評鑑方法的研究。
(三)可與個案公司合作，實地參與其公司人力資源部門績效評鑑量度要項確認的發展。
(四)針對不同的產業進行比較
(五)以利用其他量度、方法或架構來評鑑人力資源部門

關鍵字

人力資源 ； 部門績效評鑑 ； 量度 ； 績效評鑑

並列摘要

The Human Resource Department is considered one of the critical elements in attaining competitive advantages in business today. As a result, it is imperative to be able to effectively evaluate the performance of human resources department. The study chose three companies in the service industry and conducted in-depth interviews. The objectives were to understand the objective, action and appraisal measures of the human resource department using the Balanced Scorecard theory and to present a summary of the findings and suggestions. The research results may provide a guideline for evaluating the performance of human resource departments.
Findings of this research are as follows:
1.The objectives of the human resource department are in three aspects：
(1)Learning and growth aspects：to give department employees a change to grow, and to develope their abilities.
(2)Internal Process：to supply an efficient, high quality, valuable process.
(3)Customer：to play a professional, cooperate partner and customer satisfied role.
2. The actions of the human resource department are in three aspects：
(1)Learning and growth aspects：training the employees and ensuring supports of information system.
(2)Internal Process：understanding the internal, external environment, continuous improvement and process innovation.
(3)Customer：checking the degree of customer satisfied, considering shortcomings to improve, and higher touch with customers.
3.The performance appraisal measurement items of the human resource department in three aspects：
(1) Learning and growth aspects：includes four sections－First, "personnel ability" that includes six measurement items. Second, "human resource department ability "that includes three measurement items. Third," incentive, authority and the degree of cooperate "that includes six measurement items. Fourth, "the measures group of the employees satisfied of human resource department" that includes two measurement items.
(2)Internal Process：includes three sections－First, "understanding the internal and external environment" that includes five measurement items. Second, "the operating process" that includes six evaluation measures. Third, "the information system" that includes four measurement items.
(3)Customer：includes four sections－First, "the characteristics of service or product" that includes five measurement items. Second, "the image of human resource department "that includes three measurement items. Third, "the relationship of human resource department "that includes six measurement items. Fourth, "the measures group of customer satisfied" that includes two measurement items.
Suggestions and further studies:
1. Suggestions for enterprises
(1) Simplify, increase or have a more flexible on the development procedure of identifying human resource department performance appraisal measurement items
(2) Enlist the support of upper management
(3) Suggestions on the process of framework establishment
a. Strategic fit - the strategic goal of the human resource department must be aligned with the overall strategy of the enterprise.
b. Develop measurement index for human resource benchmark.
c. Define the criteria to be evaluated.
d. Establish a group with the authority to collect feedback and to initiate change.
e. Develop an internal departmental performance appraisal measurement items.
2. Suggestions for further studies.
(1) Gather information using quantitative methods.
(2) Investigate the evaluator and the method of appraisal.
(3) Cooperate with companies and participate in the actual development of a company's human resource department performance appraisal measurement items.
(4) Make comparisons across industries.
(5)Use a different measure, method or structure to measure the human resource department.

並列關鍵字

Human Resource ； Department Performance Evaluation ； Measures ； Performance Evaluation

參考文獻

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