台灣外勞仲介業務人員工作職能之研究

A Study on the Job Competency of the salesman of the Foreign Labor Agencies in Taiwan

黃聖傑(Sheng-Jie Huang)

指導教授 ： 許筱彤 ； 張鐵軍

朝陽科技大學/人文暨社會學院/應用外語系/碩士(2010年)

摘要

摘要
因為台灣工業與經濟的發展以及服務業的興起，大部分的人都不願意去從事3D(危險、吃力、骯髒)產業，這也造成3D產業缺乏勞工，使得政府必須引進外勞來解決這個問題，因此對企業來說外勞仲介公司就成了合法引進的重要管道，而仲介業務人員則扮演著一個替雙方溝通的腳色，所以業務人員的工作職能會直接影響到工作的表現。
本研究主要探討的是仲介業務人員的工作職能，因此研究的對象為業務部門的資深業務人員或高階人員，本研究共發了43份問卷，問卷對象則是以台中就業服務商業同業公會及台北就業服務商業同業公會中的會員為主。
本研究是採用AHP(層級分析法)來建立層級架構以及專家決策系統來進行統計運算。
結果顯示在第一層主要的因素排名為專業知識、個人特質、能力、技能。第二層的前五名則是法律知識、情緒穩定性、開放的學習性、管理能力、親和力。第三層的前十名則是就業服務法、抗壓性、人際機靈、勞基法、自我管理、同理心、責任感、客戶服務、外勞引進相關程序。建議在招募員工方面可以以專業知識為第一階段的門檻，在第二階段則以能力及人格特質做為遴選的門檻。

關鍵字

外勞仲介業務人員 ； 職能 ； 層級分析法

並列摘要

ABSTRACT
Due to the industrial and economic development in Taiwan and the rise of service industry, most of people are unwilling to join the 3D (Dangerous, Demanding and Dirty) industry. Because it caused a serious lack of labor in 3D industry, the government has to introduce foreign labors to solve the problems. Many companies expect the foreign labors due to their lower wages. Thus, labor agencies become the important broker for companies to introduce the legal foreign labors. The salesmen act as an important communicator between foreign labor agencies and enterprises, although the competency of personnel influences the job performance indirectly.
The study aims to discuss the competency of the foreign labor business salesmen. Therefore, the research subjects are senior salesmen or direct supervisors or the managers of the foreign labors agency business department. 43 participants who work in the sizable and systematical Foreign Labors Agencies are recruited to answer the questionnaire. The companies which are chosen by the study are the members of the Taichung Employment Service Association and Taipei Employment Service Association.
The research adopts Analytical Hierarchical Process (AHP) to structure the framework and use EXPERT CHOICE to calculate the weights and priorities of each factor.
The results reported that the rank of main criteria is professional knowledge, other personal characteristics, ability and skill. The top five of overall weight of sub-criteria are law knowledge, neuroticism, openness to experience, management and agreeableness. The top ten of overall weights of tertiary criteria are Employment Service Act, stress tolerance, self-confidence, independence, Labor Standards Act, self-management, consideration, responsibility, enthusiasm of customer service and relevant procedural of introducing foreign labors. Most of criteria of top five and top ten belong to the cluster of professional knowledge, ability and other personal characteristics. For recruiting the suitable salesmen for foreign labor agencies, the professional knowledge should be the threshold in the first stage; furthermore, the ability and other personal characteristics of those salesmen who pass the first stage should be examined in the second stage.

並列關鍵字

Analytical Hierarchical Process (AHP) ； competecncy ； the salesman of foreign labor agencies

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