應用Kano模式於工作特性、工作滿意度之分析─以盤元鋼材加工業員工為例

A Study on Job Characteristics and Work Satisfaction with Kano's Model ─ A Case Study of The Staff in Coil Steel Processing Industry

陸微瑩(Wei-Yin Lu)

指導教授 ： 賴福來

國立虎尾科技大學/管理學院/工業工程與管理研究所/碩士(2011年)

摘要

盤元鋼材加工業屬於鋼鐵產業的中游，盤元為螺絲、螺帽、手工具、汽機車零件等原材料，主要透過酸洗、球化、伸線、拉直等方式製產鋼鐵或鋼鐵合金粗製品或基本鋼鑄件，再銷售給下游產業作進一步加工使用。本研究以盤元鋼材加工業員工為對象，探討員工對於現任公司所提供之工作特性與工作滿意度的看法；有別於一般常見衡量員工滿意度之方法，是以Kano二維品質模式來歸類工作滿意度之屬性，並計算其所提供工作滿意度之增加滿意指標及降低不滿意指標，以瞭解盤元鋼材加工業的員工，藉此進一步找出關鍵品質要素，尋求改善之標的，以提昇較高的員工滿意度及消除員工的不滿意度，使盤元鋼材加工業者將資源做最有效率之分配，進而改善員工工作的品質水準。最後再比較不同人口統計變數之激勵潛能分數(Motivating Potential Score, MPS)探討其差異性。
研究發現對於盤元鋼材加工業的員工而言，工作環境的安全性與薪資收入穩定是最重要的，員工任職於任一家盤元鋼材加工公司，如果沒有妥善提供這些項目，將造成員工對工作是不滿意的，即使福利再好的公司都將失去人才，所以企業若能以員工的需求和期望為出發點，了解員工的價值存在，必能提高整體員工滿意程度。管理者必須滿足員工基本的需求，並且及時解決員工問題和了解員工心聲，藉此提升盤元鋼材加工業員工工作滿意度。

關鍵字

盤元鋼材加工業 ； Kano品質模式 ； 工作特性模式 ； 工作滿意

並列摘要

Based on the carbon content, coil steel, divided into high carbon, medium carbon, and low carbon coil steel, produces steel, steel alloy rough products, or basic steel castings by acid pickling, spheroidizating, bright drawing, and stretching. Aiming at the staff in coil steel processing industry, this study discusses the perspectives of the staff on the performance characteristics and work satisfaction in the present companies. Different from general measures on staff satisfaction, this study applies Kano two-dimensional quality model to classify the attributes of work satisfaction. With questionnaires and the characteristics of the two-dimensional quality, the Satisfaction Increment Index and Dissatisfaction Decrement Index are classified and calculated in order to understand the satisfaction of the staff in coil steel processing industry. Furthermore, the key quality factors are searched for improvement so as to more clearly comprehend the quality elements for improvement for coil steel processing businesses efficiently distributing the resources and further improving the quality of work life.The study found that the safety in the workplace environment and stable salary income were critical for the staff in steel wire rod processing industry. Without the provision of these items, an employee in a steel wire rod processing manufacturer would not be satisfied with the job that even better welfare could not keep the talents. As a result, based on the requirements and expectations of the staff, understanding the value of the staff could enhance the overall satisfaction of the staff. In addition to satisfy the basic requirements of the staff, instantly solving the problems of the staff and realizing their needs would promote the work satisfaction of the staff in steel wire rod processing industry.
The study found that the safety in the workplace environment and stable salary income were critical for the staff in steel wire rod processing industry. Without the provision of these items, an employee in a steel wire rod processing manufacturer would not be satisfied with the job that even better welfare could not keep the talents. As a result, based on the requirements and expectations of the staff, understanding the value of the staff could enhance the overall satisfaction of the staff. In addition to satisfy the basic requirements of the staff, instantly solving the problems of the staff and realizing their needs would promote the work satisfaction of the staff in steel wire rod processing industry.

並列關鍵字

Coil Steel Processing Industry ； Kano Model ； Job Characteristics Model ； Work Satisfaction

參考文獻

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