從專家的角度來探討人才發展品質管理系統之問題與挑戰 ─以北區、桃竹苗區、中彰投區為例─

Exploring the Problems and Challenges of Talent Quality-management System from the Perspective of Experts in Three Districts

鄭淑齡(Shu-Ling Cheng)

指導教授 ： 丁姵元

中原大學/商學院/企業管理研究所/碩士(2016年)

https://doi.org/10.6840/cycu201600197

摘要

我國之人才發展品質管理系統(TTQS)，乃參照瑞士國際品質管理培訓指南和英國人力資本投資驗證制度所制定，主要是為了評定企業教育訓練的系統而建立，並檢視其成效，作為改善教育訓練的參考。為了使其更加完善，需要不斷地檢討缺點並進行修正。TTQS設置以來不斷精進，過去已有研究致力於發掘TTQS之問題，但其僅從企業面來探討，因此本研究希望從北區、桃竹苗區與中彰投區的TTQS輔導顧問及評核委員的觀點，也就是在第一線執行系統輔導與評核的專家，來探討TTQS所面臨之問題與挑戰。本研究採用質性研究的方法，進行半結構式訪談，完成逐字稿，並以紮根理論分析資料，希望研究成果可以提供TTQS不斷改善的根據，進而協助國家建立一個有公信力且具有效益的訓練評鑑系統。本研究發現，TTQS設計過於複雜不易瞭解，諸如版本繁複、評核指標模糊、舉證資料複雜等問題，增加受評單位學習和導入的負擔，並增加TTQS執行上的困難。另外，政府對於TTQS的落實度不足，包含計畫期間過於短暫、執行人員費用微薄、過度注重KPI以及外包給行政端實行等因素，導致雖有表面推動卻無法使執行更為深入，使得TTQS的實質效果彰顯有限。實行條件困難重重與TTQS績效不彰的結果，也容易造成受評單位的導入動機低落。為解決此狀況，政府多倚仗牌等與補助等外在誘因吸引組織採用系統。但研究結果顯示，如此結果導致，多數受評單位多為了外在誘因進行導入，以通過最低標準為目標，因此也難以呈現TTQS改善教育訓練的成效，政府設定TTQS提升國家人力資本的目的也不易實現。研究結果建議，在人才發展品質管理評核表方面，版本應再簡化，指標需要愈加清晰，舉證內容也應更為精簡，以降低受評單位負擔；勞動部方面，需將TTQS執行時間延長，並增加輔導次數，讓建置的內容更紮實，規劃費用也需合乎市場行情。此外，在上決策者應當廣納建言，以達不斷精進的效果；而行政端的行政效率應該提升之外，知識管理與傳承也仍需改進。在人員方面，顧問與委員還要多從經驗中學習，也需遴選更多有經驗的委員，並多經常交換意見，減低分歧。另外，受評單位如能要求在輔導前需接受相關訓練，便更容易輔導並導入TTQS。同時，藉由申訴管道以及相關懲罰的建立，可以杜絕關說的行為產生。並且，增進人資與上司的溝通技巧，也能消除教育訓練不受重視的情形。總之，唯有不斷改善與精進，才能使TTQS展現它的影響力，為國家的人力資本帶來提升。

關鍵字

教育訓練評鑑, TTQS

並列摘要

Talent Quality-management System(TTQS) is mainly to evaluate the effectiveness and result of organizations’ training program in Taiwan. However, this evaluation system still has rooms for improvement. The previous study and research are mainly about discussing the effectiveness of TTQS from the perspective of organization. By contrast, this study wishes to explore the problems and challenges of TTQS from the perspective of TTQS consultants and assessors in the three districts in Taiwan.
Qualitative research is adopted in this research. Semi-structured interviews have been used to collect data, and the data are completed in transcripts. The ground theory has been used for data analysis. Eventually the research gears to provide some suggestions for TTQS in improving and establishing a better effective training evaluation system for the country.
The research finds that the assessment form is too complicated for many organizations. Ambiguous assessment indicators and the challenges in collecting evidence and data have all made it difficult for the organizations to learn and to implement TTQS standards. In addition, the administration and implementation of TTQS are problematic. The six month implementation period is too short that many organizations find it is hard to learn and implement TTQS. Moreover, the consultants and assessors are under-paid that their motivation is affected. The government KPI focus only on the quantity, however, the quality of implementation has been largely neglected. Besides, the outsourced system of TTQS have resulted in extra cost and problems. Consequently, the effectiveness of TTQS has been decreased in many organizations. In order to encourage the adoption of the TTQS, the government therefore relies on medals and financial grants to motivate organizations. As a result, many organizations are willing to pay only minimal efforts and by aiming to pass the standard. It’s hard to demonstrate the effectiveness of TTQS.
Finally, suggestions have been drawn out from the research. Firstly, the assessment form should be simplified, so it becomes easier for the organization to understand and to implement TTQS. Secondly, the implementation time of TTQS needs to be extended, so more training can help the organizations to learn and understand about TTQS. Thirdly, the decision maker shall accept the suggestions of TTQS, so the system can be improved continually. Furthermore, the efficiency of administration needs to be improved. Besides, more training should be provided to TTQS consultants and assessors. Organizations should be trained before implementation, then they could perform better on TTQS. Through continuous improvement of TTQS, the quality of human resource can be increased.

並列關鍵字

Training Evaluation, TTQS

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