核心職能發展與顧客滿意之關聯性研究 : 從飛彈系統保修實務探討

The Relation of Core Competencies Development and Customer Satisfaction: A Case Study on Missile Maintenance Depot

左大鈞(Da-Chun Tso)

指導教授 ： 陳家祥博士

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

近年來「核心職能」的觀念已逐漸被引入飛彈保修軍工廠之中，但在缺乏市場競爭力及適宜的評量標準下，「核心職能」在軍工廠中所產生的實際效益實難以衡量。本研究係以焦點群組座談對軍工廠核心職能與其客戶的顧客滿意之構面進行聚焦，進而發展為深度訪談大綱。本研究復依深度訪談結果及所蒐集之檔案紀錄文件，實施資料整理、歸納與分析，並於完成「研究分析與成果」後提出四個命題，以作為核心職能發展與顧客滿意之關聯性的初步基礎。最後，依訪談與資料分析結果發現，飛彈保修軍工廠不論是在「技能」、「服務品質」、「創新及研發」與「資源」構面的核心職能，均可滿足其客戶對顧客滿意的需要，且軍工廠發展核心職能亦有助相關資源的獲得。

關鍵字

核心職能 ； 顧客滿意 ； 飛彈保修軍工廠

並列摘要

The Missile Maintenance Depot had adopted core competencies application in recent years. However, difficulties were encountered in the evaluation of the core competencies development performance due to the lack of external competition environment and suitable evaluation criteria.
The profile on leadership qualities was developed from expertise interviews with focus group comprising officers of different grades and customer base. From analysis of the interview database and related documentation, the study surfaced four hypotheses that fit the customer satisfaction requirement namely skill level, service quality, creativity and innovation, and resource management. In conclusion, acquisition of needed resources for development of core competencies can bring about huge benefits.

並列關鍵字

core competency ； customer satisfaction ； missile maintenance depot