壽險業導入360度回饋績效評估可行性之研究-以個案壽險公司某區部為例

The Feasibility Study of implementing 360 Degree Feedback Assessment in Life Insurance Industry - A case study on a company's regional department

林興復(Lin Sing Fu)

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(2006年)

摘要

本研究目的基於四點: ( 1)暸解個案壽險公司導入360度回饋績效評估之重
要程度 ; ( 2)瞭解個案壽險公司導入 3 60度回饋績效評估之執行程度 ; ( 3)暸解個案壽險公司導入 3 60度回饋績效評估重要程度與執行程度之相關; (4)經由本研究對於個案壽險業導入 3 60度回饋績致評估可行性之研究與建議，將提供壽險業及學術研究之參考。透過文獻分析、深度訪談依循 CIPP模式評鑑編製問卷調查表，包括背景評鑑、輸入評鑑、過程評鑑及成果評鑑四個評鑑向度等共計 40題。以個案台中區部幹都為母體，透過普查之方式進行，共寄發 2 06份問卷，回故有效問卷 1 50份，回收率為 72 . 8%。再經由焦點訪談，藉由資料分析後之問題捕捉更豐富資訊，以補問卷調查之不足。
本研究以個案壽險業導入 3 60度回饋績效評估可行性之研究，分析過程中得到結論四點;(l)研究中發現此計畫方案重要之程度依序，導入 3 60度回饋的理念目標中高階主管必須十分明確排序、 3 60度回饋幫助人員提升專業能力、導入 360度回饋有專責單位負責、360度回饋講師在工作職場中持續進修學習。此計畫方案重要之程度較為薄弱項目，依序為導入 3 60度回饋現階段大致達成實施的目標、 3 60度回饋課程符合同仁需求性的認知、同仁有足夠訓練空間接受 3 60度回饋導入、同仁暸解推行 360度回饋目的 ; ( 2)實證分析中暸解此計畫方案符合執行程度依序，導入 3 60度回饋課程中同仁容易認知、 3 60度回饋幫助人員提升專業能力、推行計畫中經理與相關績效評估人員都認真負責、公司安排教育訪訓練有充裕預算。此計畫方案符合執行程度較為薄弱項目，依序為 3 60度回饋能夠與現有績效評估呈現雙軌制互相考核、同仁有足夠訓練空間接受 3 60度回饋導入、導入 360度回饋課程中同仁容易認知、同仁瞭解推行 360度回饋目的 ; ( 3)實證分析出兩者程度之相關，均達顯著水準，則呈現(重要>符合)之落差。 ( 4 )最後，本研究對於計畫方案執行者、負責相關單位提出建議，以作為修正執行 3 6 0度回饋績效評估之參考。

關鍵字

壽險業 ； 績效評估 ； 360度回饋 ； CIPP模式評鑑

並列摘要

The main purpose of this study is based on four directions: (1) To understand the level of importance of 360-degree feedback performance evaluation in adopting case company. (2) To identify the level implementation of 360-degree feedback performance evaluation in adopting case company (3) The relationship between importance and implementation of 360 degree feedback in adopting case insurance company. (4) The result and suggestion of this study toward the possibility of 360-degree feedback performance appraisal within case company can be the useful reference for Insurance Industry and Academic research. The questionnaire was designed as 44 questions based on Literature Analysis and in-dept Interview by complying at CIPP evaluation model including the Context Evaluation, the Input Evaluation, the Process Evaluation and the Product Evaluation. The participants was focus on the specific branch of Insurance Company in middle area of Taiwan and the data was collected by 150 valid questionnaires through convenience sampling of 206 questionnaires, and the retrieve rate is 72.8%. Then the content of interview are analyzed in detail in order to compete all the required information. The major findings of this study can be concluded into four main points:
(1) The importance levels of this project are contained as follows:
a. The main targets of adopting 360-degree feedback have to be confirmed and arranged by Middle/High level supervisors
b. The specialized competence of all the company's staff can be enhanced by adopting 360-degree feedback
c. The project of adopting 360-degree feedback has to be in charged by specific department
d. The teachers involved in this project have to continue in-serve learning in their working place.
Furthermore, the weak aspects of importance can be conducted as follows:
a. The main target of this project in recent stage in the implementation of 360-degree feedback.
b. The courses of 360-degree feedback can be consistent with the demand of all the employees' perception.
c. All the employees can accept the project of adopting 360-degree feedback.
d. The main purpose of adopting 360-degree feedback can be understandable completely by all the employees.
(2)The results from empirical analysis indicated that the levels of implementation are rated as follows:
a. The courses of adopting 360 feedback degree can be identified easily by all the employees.
b. The specialized competence of all the company's staff involved 360-degree feedback can be enhanced positively.
c. All the supervisors and performance evaluation staff involved in this project are responsible for their affair seriously.
d. Company has enough budgets to organize in-serve learning programs continually.
In addition, the shortages of implementation can also be leveled as follows:
a. The performance can be appraised and presented by both 360-degree feedback and current performance evaluation program.
b. All the employees can accept the project of adopting 360-degree feedback.
c. The main propose of adopting 360-degree feedback can be understandable completely by all the employees.
(3)All the empirical analysis indicate the relationship and difference between importance and implementation is presented the result as Importance > Implementation.
(4)Finally, the result of this study can be the useful reference for executors of project and relevant department in order to adjust the content of performance evaluation by adopting 360-degree feedback.

並列關鍵字

Insurance Industry ； pERFORMANCE eVALUATION ； 360 Degree Feedback ； CIPP Evaluation model

參考文獻

賴銘欽(2000)。高職評鑑-工業類科分析與討論。技術及職業教育6(10)，44-51。

江啟昱(1993)。CIPP 評鑑模式之研究。國立台灣師範大學教育研究所未出版之碩士論文，台北市。

呂春嬌(1997)。從CIPP評鑑模式談圖書館的評鑑(四版)。台北市：國立編譯館，15-28 。

李美慧(2002)。績效評估公平性對組織承諾與工作績效的影響-以巨匠電腦公司為例。台灣科技大學企業管理系所未出版之碩士論文，台北市。杜友蘭(1997)。三角交又法在護理研究上的應用。護理研究12 ( 5 )，546-550。

徐坤裕(1998)。多元源績效評估制度證實研究與探討。元智大學管理研究所未出版之碩士論文，桃園縣。