物業管理經理人專業能力指標建構之研究

A Study on the Construction of Professional Competence Indicators for Property Manager

李素禎(shu-Cheng Lee)

指導教授 ： 蔡碩倉

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2009年)

摘要

台灣緣自1970年代開始經濟起飛而改善了國民生活與居住的環境，社會人口結構亦隨之變遷而改變並往都會區集中，物業管理也就在此時開始得以發展。初始，物業管理人員皆統稱之為「大廈管理員」，主要職司「看門」且任職者皆以榮民、退休人員或其他身有殘疾者居多，素質水準亦多不佳。是故，該行業從業人員多不為社會大眾所尊重。直至1990年代晚近，政府開始對該行業相關法令規範次第制訂建立與管制，以及諸多產官學界有心人士投注資源，行業水準方見顯著提升。
為能因應日趨龐大且複雜、專業化的物業管理領域並建立專業制度，以提升產業形象與從業人員社會地位，物業管理經理人應該具有何種專業知識、專業技能以及專業態度，為本研究主要探討課題。本研究先進行文獻資料蒐集與彙整，憑以設計焦點團體訪談議題，經歸納專家意見並藉以釐定影響物業管理經理人服務構面的專業能力構面與相對權重後，再以網路程序分析法（Analytic Network Process; ANP）建構專家問卷，以進一步釐清物業管理行業的專業經理人應該具有的各項專業能力與關鍵因素。研究結果顯示，物業管理專業經理人專業能力指標前三大關鍵因素，分別為「瞭解物業管理的相關法規及作業內容」、「清楚物業管理經理人之角色及任務遵守作業規範並有效率的執行任務」、「瞭解物業管理介面服務的流程並能規劃最適物業服務機制」。

關鍵字

物業管理 ； 專業經理人 ； 專業能力指標 ； 網路程序分析法

並列摘要

Since 1970 the blossom of the economy in Taiwan, the national life and the living environment had the great improvement. The socio-population structure also changed along with the economy and focusing more on the metropolitan area; therefore, the property management enabled to develop in this time. In the very beginning, the property management personnel in general designate as the “building administrator” and “gatekeeper” is the main function. Veterans, retirees or other physical disabilities mostly took this type of occupation and they did not receive enough education and training for lower paid and giving lower quality of services. Consequently, the general public does not respect many practitioners of this profession. Until the late 90s, the government began to regulate this industry one after another to formulate and establish the related laws. The industrial standard has a significant improvement after a number of interested industries from other sources engaging some betting.
In order to be the large and complex professional in the property management and the establishment of the professional system to enhance the industry image and social status of employees, what kind of professional knowledge, professional skills, and professional attitude of a property manager should have? This is the subject of this study. First of all, the study conducted a literature collection into an order, and interviewed in group with the collection of literature as a focal point on the topic. After summing up the advice from the experts, it determined the impact on property managers as the professional competence by balancing out the service and the professionalism in the area of the knowledge, skill, and attitude. Then, through the Analytic Network Process questionnaires of experts, it built and analyzed what a key factor of a professional manager should have as a various professional capability in the property management industry.
After analyzing the result of those factors, we find that the order of the importance of variables is as follow attitude、knowledge and skills.

並列關鍵字

property management ； professional manager ； professional ability indicator ； Analytic Network Process（ANP）

參考文獻

徐國樹（1996），高職校長之基本能力研究，國立臺灣師範大學教育學系碩士論 文。

林志誠（2007），台灣物業管理服務業產業發展概述，台灣物業管理學會第一 屆研究成果論文。

呂世通等（2007），全球物業管理之產業現況與趨勢，台灣物業管理學會第一 屆研究成果論文。

顏世禮（2007），台灣物業管理專業人員管理與培育之探討，台灣物業管理學 會第一屆研究成果論文。

黃茂松（2005），高級中等學校門房警衞專業能力指標建構之研究，臺中健康暨 管理學院碩士論文。