應用績效評估矩陣方法探討企業內部溝通問題─以台灣T銀行為例

Applications of Performance Evaluation Matrix on Enterprise’s Internal Communication: A Case Study on T─Bank in Taiwan

譚珮怡(Pei-Yi Tan)

指導教授 ： 王言 ； 邱國欽

朝陽科技大學/管理學院/保險金融管理系/碩士(2009年)

摘要

由於企業內部進行溝通過程中，經常會遇到有些訊息傳遞不良或其他因素干擾現象發生，因而產生企業策略執行效果不彰，造成企業執行策略過程中各項溝通重要性與員工實際表現程度產生差異。因此本研究利用變異數分析針對各背景變數探討其對企業內部溝通認知差異性。並參考Lambert and Sharma (1990)與Hsia et al.（2009）所提出的績效評估矩陣及研究訂定出上下績效管制線，來修正績效評估矩陣法的概念，並建構溝通項目之績效評估改善的參考策略，明確找出需要推動改善的企業溝通要項。進而找出企業溝通過程中之重要性與員工間認知之實際表現程度的落差問題。並期望所研究之個案企業進行各項策略溝通時，參考本研究之結果，使企業盡可能避免或預防溝通不良，而造成企業的成本浪費，又無法達到企業預期之溝通績效，導致影響企業整體獲利。

關鍵字

變異數分析 ； 企業內部溝通 ； 績效評估矩陣

並列摘要

When message is sent wrongly or some other interference occur in the internal communication process of company, as a result, strategies can not execute very well and could cause the different effects between the importance of each event of communication and the real representation of employee. To be aimed at different variable backgrounds, this case of research uses the analysis of variance to investigate the diversity of perspective on enterprise internal communication. Citing of performance evaluation matrix (PEM) by Lambert and Sharma(1990) and the control line of performance by Hsia et al. (2009) as references to revise the notion of performance evaluation matrix (PEM) and build the strategies of improving performance evaluation and reform the events specifically of the company communication which need to be improved better. Furthermore, we try to find out the gap between the significance of the communication process in the company and the real conception of employee. This study is expected to avoid and prevent cost-wasting, performance decreasing or profit diminishing which are unexpected, if the company takes the results of this research as a model during communicating and administering each strategy.

並列關鍵字

analysis of variance ； Enterprise internal communication ； performance evaluation matrix

參考文獻

3. 林文燦（2007），「應用六標準差設計（DFSS）提升新產品開發流程績效」，中華民國品質學會第43屆年會暨第13屆全國品質管理研討會。

4. 林文燦、林明毅、王偉驎 (2004)，「台灣半導體相關產業導入企業資源規劃之績效評估」，品質學報，第11期，第3卷， 223-238頁。

5. Goldhaber, Gerald M, Harry S. Dennis, Gary M. Richetto, Osmo A. Wiio (1979), “Information Strategies: New Pathways to Corporate Power,” Englewood Cliffs, N. J. Prentice-Hall.

6. Greenbaum, H. H. (1982), “The Audit of Organization Communication,” Boston: Allyn and Bsacon.

7. Hsia, T. C., Chen, S. C. and Chen, K. S. (2009), “Enhancement of Service Quality in Inter-net-marketing through Application of the Six Sigma Process,” Journal of the Chinese Institute of Industrial Engineers, Vol.26, No.1, 11-21.