壽險業組織變革績效管理之研究-以安泰人壽為例

A Study on Performance Management of Organizational Changes for ING Antai Life Insurance Company

尤智鴻(CHIH-HUNG YU)

指導教授 ： 吳天方

亞洲大學/管理學院/經營管理學系碩士班/碩士(2008年)

摘要

摘要
本研究以安泰人壽為研究對象，採用平衡計分卡財務、顧客、內部流程、學習與成長等四個構面探討壽險業組織變革績效管理之研究。經由相關文獻，彙整適用於壽險業推行組織變革的績效衡量指標，以問卷調查方式蒐集資料，針對安泰人壽業務員發放835份問卷，回收有效樣本553 份。資料統計方法包括敘述性統計、獨立樣本t檢定、單因子變異數分析等方法 ，並運用IPA分析績效評估指標的重要表現程度，作為壽險業推行組織變革績效管理之改進策略參考。研究結果發現：一、人口統計六個變項中，對組織變革績效四個構面指標重視程度部份存有差異，其中顧客構面受重視程度最高，且不因人口統計變項不同而存在顯著差異。二、就組織變革績效現況滿意度而言，性別、年資無顯著差異，其他變項存有差異；年齡變項以21~29歲年輕族群、學歷變項以研究所、職務變項以業務主任、通訊處規模人數以36~45人的組織變革績效現況滿意度最高。三、安泰人壽組織變革績效的機會指標以顧客構面表現最好，劣勢指標以財務、學習與成長構面未來改善空間較大，威脅指標以內部流程構面加強改善重點較多，而優勢指標除顧客構面外其餘構面均有部分指標具附加價值收穫。

關鍵詞：壽險業、組織變革、績效管理、平衡計分卡、重要表現分析

關鍵字

壽險業 ； 組織變革 ； 績效管理 ； 平衡計分卡 ； 重要表現分析

並列摘要

Abstract
This research focuses upon the Antai Insurance Company. The study uses the balanced scorecard method on the four factors of finance, customers, the internal organization, training and growth to investigate the performance management of organizational change. According to the literatures were as applied to the evaluative indicators of organizational change in the insurance profession. 835 questionnaires were distributed to professional agents of the Antai Insurance Company,and retrieve 553 effective samples.The statistical method of materials includes describtive statistics,Independent-Samples t-test,one-way ANOVA. IPA was also used to analyze the degree of importance of performance indicators, in order to provide a source of reference to suggest principles for improving the management of organizational change. The results were as follow: 1. As for the difference in the respondents,a significant difference was revealed in the importance given to four of these factors for organizational change: among them the highest level of importance was paid to the customer indicator, and the difference was not due to the existence of changes in population statistics. 2. With respect to the satisfaction with organizational changes in relation to performance indicators, there was no significant difference based on respondents’ gender and seniority, but for the other items of the statistical population, there was a significant difference. The degree of satisfaction relative to age was found for the 21-29 year old age group, to educational level for graduate school study, to difference in professional position for those in leadership positions, to area of responsibility for groups of people of from 36-45. 3. The customer factor was the indicator with the greatest performance opportunity while the areas of finance, training and growth were considered to have the greatest need for future improvement; the menacing indicator was the organizational flow, which was considered an area which was in need of much more improvement; and, as for the superior indicators, besides customer sector, the other areas were given high values.

Keywords: life insurance, organizational change, performance management, balanced scorecard, IPA.

並列關鍵字

life insurance ； organizational change ； performance management ； balanced scorecard ； IPA

參考文獻

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