我國財產保險從業人員核心職能之研究

A Study of the Core Competency for Staffs in Property/Casualty Insurance Industry of Taiwan

林孟緯(Meng-Wei Lin)

指導教授 ： 陳美菁

朝陽科技大學/管理學院/保險金融管理系/碩士(2012年)

摘要

核心職能之建置與推行，實為近年來大型企業裡著重的一環，它已被許多企業認為是提昇競爭力的能源；金融控股公司法的通過，使得財產保險業的競爭日趨激烈，故具備優異的核心職能便成為財產保險從業人員在百家爭鳴下脫穎而出的致勝關鍵。因此本研究將就三大構面：知識、技巧與態度，探討財產保險從業人員對核心職能的重視程度與實際具備程度，藉由該項核心職能之建構，以作為業界人才甄選評量時之參考。

研究結果如下：
一、產險人員在核心職能知識構面上，最重視的項目是商品專業知
識；而在實際具備的項目裡，最感優異的是一般證照方面的知
識。
二、產險人員在核心職能技能構面上，最重視的項目是抗壓能力和
顧客關係建立及維護能力；而在實際具備的項目裡，最感優異
的是顧客關係建立及維護能力。
三、產險人員在核心職能態度構面上，最重視的項目是依循公司規
範正確且迅速處理客訴問題及以專業的態度與差異化服務，維
繫客戶的信任和忠誠；而在實際具備的項目裡，最感優異的是
以專業的態度與差異化服務，維繫客戶的信任和忠誠。
四、人口統計變數中的性別、年齡、教育程度、是否擔任主管、工
作年資、工作內容與核心職能各構面重視程度及實際具備程度
具有顯著差異。
五、核心職能各構面其重視程度及實際具備程度具有顯著差異，且
各構面之重視程度皆高於實際具備程度。

關鍵字

財產保險 ； 職能 ； 核心職能

並列摘要

In recent years, the creation and the implementation of the core competency have become an important part for enterprises’ valuation. It is considered the big power
by companies and is used to enhance and compete in this industry. Following the pass of the Financial Holding Company Act, the property/casualty insurance industry
is getting increasingly competitive. Therefore, owning
an excellent core competency becomes a main key for the insurance companies to win. This study focuses on three dimensions: knowledge, skills and attitude. We try to explore the differences for staffs in property/casualty insurance industry between their degree of importance for the core competency and the actual availability. And then using this evaluation as a reference for later labor recruit.

We found the below points:
1.The most important core competency in knowledge
dimension for property/casualty insurance staffs is
staff''s expertise of goods. Of the actual availability,
having the specific license is the most excellent sense
for property/casualty insurance staffs.
2.The most important core competency in skill dimension
for property/casualty insurance staffs is staff''s
staffsstafcompressive strength, greatly customer''s
relationship and maintenance capability. Of the actual
availability, having the customer’s relationship and
maintenance capability is the most excellent sense for
property/casualty insurance staffs.

3.The most important core competency in attitude dimension
for property/casualty insurance staffs is promptly
dealing with customer''s complaints and using both the
professional attitude and the differential services to
maintain customer’s loyalty. Of the actual
availability, having the professional attitude and the
differential services to maintain customer''s loyalty is
the most excellent sense for property/casualty insurance
staffs.
4.It have significantly difference to the core competency
comparing with genders, age, educational level, job
position, working years and job difference from
population variables no matter in actual important
degree or in actual available degree.
5.It have significantly difference between the actual
important degree and the actual availability of the
core competency. And the actual important degree is
higher than the actual availability.

並列關鍵字

Core Competency ； Competency ； Property/Casualty Insurance

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