運用雲端問卷調查系統探討學員參訓關鍵因素–以Kano model為分析工具

Using Cloud Questionnaire System for Researching on the key factors of Students Participating for a Training –By Kano Model As An Analytical Tool

林宜芳(Yi-Fang Lin)

指導教授 ： 陳同孝

共同指導教授 ： 黃健哲(Chien-Che Huang)

國立臺中科技大學/資訊與流通學院/資訊管理系碩士班/碩士(2015年)

https://doi.org/10.6826/NUTC.2015.00066

摘要

人才培育和職業訓練息息相關，如何提升訓練機構辦訓品質與績效即成為重要課題。本研究以人才發展品質管理系統(TTQS)指標為基礎，結合Kano二維品質模式，配合訓練機構經營理念和創新服務概念，設計出訓練需求評估問卷。問卷施測使用即時簡易的雲端問卷調查方式，受測者隨時隨地都能使用行動裝置填寫問卷，縮短問卷資料收集的時間並確保原始資料正確性。問卷統計結果使用二維品質模式分析受訓學員的參訓需求，歸類出屬於魅力品質的重要因素，以提供訓練機構研擬創新訓練服務模式，導入課程設計，將需求具體實現於訓練過程，並做為訓後滿意度調查的重要指標和訓後成果評估的方向。本研究提供一個依循訓練機構特性，符合TTQS成效評估機制所建立的差異化服務模式，以提升辦訓滿意度與辦訓品質。

關鍵字

人才發展品質管理系統 ； Kano 二維品質模式 ； 雲端問卷

並列摘要

Talent training and vocational training are closely. Therefore how to improve the training performance quality and effects in the training institutions turns to be an important issue. In this study, the target of Talent Quality-management System (TTQS) is the basis which combines with the mode of Kano two-dimensional quality mode and cooperates with the business philosophy of training institutions and innovative service concepts to design the assessment questionnaire of training requirements.
Surveying the questionnaire by using easily instant cloud questionnaire, the subjects are able to use the mobile devices anywhere completing the questionnaires. It shortens the time of data questionnaire collection and ensures the accuracy of the raw data. The results of questionnaire statistics by using the two-dimensional quality mode to analyze the trainees participating demands to classify the important factors of charming quality belonging to for providing training institutes elaborate the model of innovative training service, introducing into curriculum design, implementing the demands in the training process, and being an important indicator of a satisfaction survey and the direction of training assessment of results after the training.
This study provides a feature in accordance with the training institutions, which conforms to TTQS effectiveness evaluation mechanism to establish the differentiated service model for enhancing the satisfaction and quality of training performance.

並列關鍵字

Talent Quality-management System ； Kano model ； Cloud Questionnaire

參考文獻

[14] 吳信宏（民92）。整合Kano模式與品質機能展開以滿足顧客需求。價值管理，5，48-57。

[17] 黃健哲（民102）。TTQS評核之重要成功關鍵因素研究。創新與經營管理學刊， 1， 15-28。

[23] 蘇朝墩（民93）。專訪日本品質大師–狩野紀昭博士。品質月刊，5，20-24。

[4] Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of Japanese Society for Quality Control, 14,38-48.

[1] Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable and measurement errors. Journal of Marketing Research, 18(1),39-50.