- 學位論文
組織衝突及溝通對新品績效之影響-以某資訊軟體公司為例
The Effects of Organization Conflicts and Communication for New Product Development’s Performance – Using An Information Software Company as an Example
摘要
在競爭激烈的商場中保持創新，是企業生存命脈也是成長之路。然而創新核心是矛盾的，即要釋放大家的才能激發創意，又要控制效率時程，於是衝突及溝通的議題不斷產生。本研究以台灣商用軟體產業為研究對象，探討資訊軟體在創新研發過程中組織衝突與經溝通對新品開發的影響。經問卷發放後，以T檢定、單因子變異數分析、卡方檢定、相關分析及多元廻歸分析，研究結果如下： 一、 任務衝突提升成員滿意度及新品整體績效 資訊軟體產業屬知識密集產業，在新品開發過程中跨部門之溝通協作時，因成員皆來自各領域的專家團，專業有深度的鑽研，再則成員期待新品能有出人意表的品質及新意，在會議上經常創意不絕及建議眾多，雖須耗費時間來處理各方差異，但卻有助於提升成員滿意度，及新品整體績效。 二、 關係衝突明顯降低成員滿意度及新品整體績效 在新品創新過程中，因新品有研發時程壓力及各部門自己的績效目標要達成，因此在資源有限性，即成本、時程及人力上有限狀況下，團隊成員與跨部門單位無不進行緊張的系統功能規格拉鋸戰，整個過程經常呈現緊張氣氛，致成員間互相不滿意，但因跨部門協作在運作上又有相互依存關係，造成關係不佳，延誤到新產品研發時程，進而影響品質及創新性。 三、 任務衝突未處理好則演變成關係衝突，致降低成員滿意度及新品整體績效 現在的衝突理論強調管理者要鼓勵有益的衝突，認為融洽、平和的組織容易停滯及遲頓，故應創造建設性衝突使組織保持旺盛生命力。但是鼓吹衝突必須注意時機以及份際。若任務衝突過於嚴重又無法整合歧見時，則演變成關係衝突，影響到成員滿意度，進而降低新品整體績效。 四、 多元溝通管道提升成員滿意度及新品整體績效 研究結果顯示多元溝通管道確實能提升成員滿意度及新品績效。而視訊會議及線上即時溝通軟體成為跨國企業使用較頻繁新溝通工具，以往認為面對面正式會議是最好的溝通方式，研究結果對於成員滿意度反有負面影響，但面對面正會議對新品績效卻有正面影響。 組織衝突在現代企業絕對需要被管理，對如何管理衝突，本研究建議如下: (一)培養成員探詢能力及溝通技巧，藉由創意的摩擦，創造建設性的任務衝突。 (二)聚集異質團隊成員，定期舉辦正式會議及非正式面對面溝通，降低關係衝突。 (三)主管培養有效管理衝突能力。
並列摘要
Keeping innovation in the fiercely competitive and changing business world is not only critical for survival but also a necessary way to make progress for any enterprise. But there is a contradiction existed in its core value, it requests to release everyone’s potentiality to stimulate innovation while it also needs to control its efficiency and time-line. Thus, conflict and communication issues happen constantly. This thesis takes Taiwan commercial software industry as the study subject, studying how organization conflicts and communication process will impact the new product development in the innovation processes for information software business. By using questionnaires,T Test,one way analysis, Chi-square test, relative analysis, as well as multi-regress analysis come the results as below: 1. Task conflict increases the satisfactory degree of team members and the whole performance of the new product. Information software industry belongs to knowledge-intense business. In cross units’communication in the processes of new product innovation, there always have depth and professional ideas, thinking and suggestions come out from the talented team members from each expertise area, contributing to the new product innovations. Although taking much time to deal with the differencesfrom each party, it indeed helps increase the satisfactory degree of team members and the whole performance of new products. 2. Relationship conflict obviously lowers down the satisfactory degree of team members and the whole performance of new products. In processes of new product development, there are KPI goals and time-lines each unit needs to complete plus under the situation of having the limited resources (cost, time, human) available to the team, there are always fights between units and team members over their own priorities, thus causing tension and unsatisfactory toward each other and then impact the relationship between units. Because of those impacts and fights, quality and innovation of new products are impacted in the end. 3. If task conflict turns into relationship conflict, the satisfactory degree and the whole performance of new products will decrease. Current conflict theory emphasis encouraging positive conflicts, it reasons a harmony and peaceful organization tends to slow down itself and react slowly. Therefore, it advocates having constructive conflicts will keep organizations progressive and energized but caution needs paid to the timing and the execution methods. If task conflict turns into relationship conflict, the satisfactory degree and the whole performance of new products will decrease. 4. Multi-channel communication helps increase the satisfactory degree of team members and the whole performance of new products. The study results show multi-channel communication indeed helps increase the satisfactory degree of team members and the whole performance of new products. Nowadays, conference meetings and on-line communication softwares have become popular communication tools in multinational corporations. Face-to-face communication thought to be the best communication way before, but study results show it has negative influence effect in the satisfactory degree of team members while it still has positive impact in the whole performance of new products. Organization conflicts definitely needs to be managed in modern organizations, this research comes suggestions over how to manage them as below： 1. To educate team members to have inquiry and communication skills, by having innovation conflicts to make constructive conflicts. 2. Gather heterogeneous team members hold regular formal meetings and informal face- to-face communication. 3. Managers/leaders need to be equipped to have the ability to manage and control conflicts effectively.