業務人員職能與業務績效相關性之研究-以M公司為例

A Study on the Relationship between Salesperson Competencies and Performance A Study on the Relationship between Salesperson Competencies and Performance-The case of company M

林靜女(Ching-Nu Lin)

指導教授 ： 黃同圳

國立中央大學/管理學院/人力資源管理研究所碩士在職專班/碩士(2007年)

摘要

優秀的業務人員是公司致勝的關鍵因素，這點是無庸置疑的，因為企業縱使開發出再好的產品，再好的條件，沒有業務人員，業務團隊的運作，想要在訊息萬變的環境中能夠脫穎而出，創造產品在市場上的價值，十分困難，因此業務人員在公司中所佔有的角色就何其重要了。
本研究是以一家跨國企業臺灣子公司業務人員為研究的對象，從瞭解其目前使用的業務人員職能評量結果是否可預測其年度貢獻、業績達成率及成長率等三項業務績效指標。另外也探討業務人員職能表現對業務績效的結果，是否會因所服務的「產業別」及「對象」不同而有所不同。
研究結果M公司現有業務人員18項職能量表中，僅「成就導向」、「溝通技巧」、「客戶導向」、「應變能力」、「業務敏銳度」、「通路效能」、「客戶知識」、「末端客戶效能」等八項與業務績效有相關，且會因所服務的「產業別」及「對象」不同而有所不同。

關鍵字

業務績效 ； 職能 ； 業務人員

並列摘要

Excellent sales people are unquestionably the critical success factor for every company. Even the company can develop the best product and own the best position, it is very difficult to stand out from the dynamic and changing environment and create the product value in the market without competent sales people and sales operation. Therefore, sales personnel play a very important role in the company.
The study is aiming at the Sales representative of a subsidiary of Multination Corporation in Taiwan. The sales people are investigated how and what critical competencies lead to performance. The major business performance indicators are: individual annual contribution, the rate of sales achievement and growth. It also explores business performance of sales person need deferent competencies whether that service different industries and service different target customer.
The result is found that there are 8 of M Company''s existing 18 sales competency categories could be as the key indicators to predict sales performance. Which are " Customer Orientation", "Communication Skills", "Achieving Results", "A Dealing with Ambiguity"," Business Acumen"," Channel Partner Effectiveness", " Customer Knowledge "and " End User Effectiveness”. The critical competencies of sales person whether who service different industries and service different target customer could lead to difference performance results.

並列關鍵字

Performance index ； Competency ； Sales people

參考文獻

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