實施KPI對工作壓力與工作滿意度影響之研究

關鍵績效指標（KPI）的實施有助於組織各層級績效表現的呈現，是為企業成立績效改善專案的重要參考依據。研究者從事之物流業為提升整體效率，導入KPI管理，但也因為公司實施KPI後，人員離職率變高造成隱憂。人力資源是企業維持競爭優勢及提昇競爭力的關鍵，員工的滿意度就是「員工」發揮最佳工作效能的因素之一，使研究者興起探討物流業實施KPI對工作壓力與工作滿意度之現況與各構面之影響分析研究。本研究採用問卷調查法，針對有從事過物流業之民眾進行問卷調查，共計回收121份有效問卷，藉由SPSS25.0統計軟體進行分析與彙整。研究結果顯示：員工在公司實施KPI後，整體工作壓力感受上為中度偏高、工作滿意度整體中度偏低；不同背景變項下：性別、年齡、教育程度、物流業從業工作年資、擔任職務皆有顯著差異、工作壓力與工作滿意度呈負相關。由上述結果可知：實施KPI會造成員工工作壓力及工作滿意度變低，各領導層甚至為求管理方便，將日常管理放入KPI項目，順勢將管理責任下放，失去KPI「聚焦」之用意，造成已過度精簡之人力，不是分身乏術，就是想盡辦法讓同事墊底，造成團隊效率下降，工作滿意偏低。建議可加入「無領導管理模式」，讓第一時間了解需求的員工，有更高的彈性能迅速反應，使有經驗的主管回歸核心職責，用最好的know-how教導與帶領團隊提高工作效率，促使團隊合諧亦可降低熟手離職率，保有同業競爭水準。關鍵詞：關鍵績效指標、工作壓力、工作滿意度

關鍵字

關鍵績效指標；工作壓力；工作滿意度

並列摘要

In order to improve the overall efficiency of the logistics industry, the company imple-mented KPIs, but after the company implemented KPIs, the separation rate of staff became higher, causing hidden concerns. However, human resources are the key to maintaining com-petitive advantages and improving competitiveness. Employee satisfaction is one of the fac-tors for "employees" to exert their best work efficiency, which has led researchers to analyze and study the impact of KPIs on the work pressure and job satisfaction and the various as-pects of the logistics industry. This research adopts the questionnaire survey method, which is conducted for the people who have worked in the logistics industry, and a total of 121 valid questionnaires are recovered. The SPSS25.0 statistical software is used for analysis and aggre-gation. From the above results, it can be seen that the implementation of KPIs will result in lower work pressure and job satisfaction of employees. In order to facilitate management, various leaders even put daily management into KPI projects, and decentralize management responsi-bilities, losing the intention of KPI “focusing”. The manpower that has been over-simplified is either lacking in skills, or trying to get colleagues to the bottom, resulting in a decrease in team efficiency and low job satisfaction. It is recommended to add a "no-leader management model", so that employees who un-derstand their needs the first time, have more flexibility and can respond quickly, so that ex-perienced supervisors can return to their core responsibilities, and use the best know-how to teach and lead the team to improve their work Efficiency, promoting team harmony can also reduce the turnover rate of skilled hands and maintain the level of competition in the industry. Keywords: Key performance indicators, Job Stress, Job satisfaction.