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研究生:謝正德
研究生(外文):Cheng-Te Hsieh
論文名稱:醫療產業業務人員職能分析之研究
指導教授:黃賀黃賀引用關係
指導教授(外文):Jason H. Huang
學位類別:碩士
校院名稱:國立中山大學
系所名稱:高階經營碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:中文
論文頁數:76
中文關鍵詞:人力資源職能績效
外文關鍵詞:performanceHuman resourcecompetency
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最近幾年,台灣全民健保的實施,雖然對全民的健康是有妥善的照顧,但對於醫療院所及醫藥、醫療器材廠商,由於總額預算的限制,造成價格的壓縮,使得醫院與醫療的經營更加困難,而各個廠商之間由於需要繼續生存下去,所以競爭將更加激烈。
人力資源是企業經營的根本,好的人才將為企業創造好的業績,也是企業永續發展的根本;相反的,不適任的員工,也將阻礙組織的發展,甚至造成員工的離職,這對員工的生涯規劃及企業的發展都是不公平的。因此根據工作性質,找到合適的人,並給與訓練,讓他適才適所是必要的。在醫療服務產業,每一個業務人員是一個獨立個體,每天需要面對各種不同的客戶層次,上至院長、副院長、醫師、採購到護理人員,因此本身具備的職能非常的重要,它將影響到業務量的產值。
因此本研究以職能理論為基礎,透過業務人員工作內容及職能理論的相關研究,整理出醫療業務人員的職能構面:衝擊與影響力、成就傾向、主動積極、人際EQ、顧客服務傾向、自信心、關係建立、分析式思考、概念式思考、尋求資訊、組織意識和專業知識。並參考過去已完成的相關量表及題項,建構醫療業務人員的核心職能量表。並經由問卷調查與統計方法實證分析發現如下:
1. 醫療業務人員職能與績效間大部份都呈現顯著相關。
2. 業務人員年齡、教育程度、年資與績效有顯著相關。

本研究建構之醫療業務人員職能量表,可以做為企業未來甄選的參考,以及人力資源發展的訓練準則,希望對企業經營績效的提升而有所幫助。
The implementation of National Healthcare Insurance (NHI) Policy has greatly enlarged the coverage of the healthcare needs of the Taiwanese people. However, the Global Budget, a capped operational budget for hospitals, has forced the healthcare providers and pharmaceutical and medical device companies to operate in a much more cost efficient way than ever before. To survive, companies must find a better strategy than simply compete on price.

Human resource is the key driver for business growth in any industry. It goes without saying that talents not only drive the business performance and but also create sustainable competitiveness for companies. Under-performed employees, largely due to in-appropriate job fit, however, would hinder both business development and employee’s career development. It is imperative to put the most suitable people on the right position with adequate training. Sales person in the healthcare industry shares the same story. They work very independently and call on a variety of customers in hospitals. Level of competencies will decide their job performance.

This study tries to identify the core competencies for sales person in healthcare industry. Through the analysis of job content, we have identified the competencies required to be successful in the job: the impact and influence cluster, achievement drive, aggressiveness, EQ, customer service, self-confidence, relationship build-up, analytical thinking, conceptual thinking, information gathering, organizational commitment, and expertise. With the reference to other studies, we established a core competencies table. After conducting survey and applying statistical methodology, our findings show:
1. Sales person’s competencies and performance are highly correlated.
2. Sales person’s age, level of education, working experience are highly correlated to their performance.

The core competencies table developed in this study is aimed to provide companies a guide for talent selection, people development, and training. This systematic way of selecting, developing, and training people would, hopefully, improve the company’s overall performance.
第一章 緒論 ………………………………………………………………… 1

1.1 研究背景與動機 ……………………………………………… 1

1.2 研究目的 ……………………………………………………… 3

1.3 研究流程 ……………………………………………………… 3

第二章 文獻探討 …………………………………………………………… 4

2.1 醫療產業概況 ………………………………………………… 4

2.2 業務人員的角色、功能、及任務 …………………………… 8

2.3 職能的起源與定義 …………………………………………… 12

2.4 業務人員的職能需求 ………………………………………… 19


第三章 研究方法 ………………………………………………………… 25

3.1 研究架構 ……………………………………………………… 25

3.2 研究假設 ……………………………………………………… 26

3.3 量表建構 ……………………………………………………… 27

3.4 研究設計 ……………………………………………………… 30

3.5 資料分析分法 …………………………………………………… 31

第四章 研究結果分析 ……………………………………………………… 33

4.1 樣本背景描述 ………………………………………………… 33

4.2 項目分析 ……………………………………………………… 35

4.3 信效度分析 …………………………………………………… 47

4.4 個人基本變項對績效間的影響 ……………………………… 49

4.5 職能構面與績效間之差異分析 ………………………………… 51

4.6 職能構面與績效間之共變量分析 ……………………………… 52

第五章 結論與建議 ………………………………………………………… 53

5.1 研究結論 ………………………………………………………… 53

5.2 管理意涵 ………………………………………………………… 57

5.3 研究建議 ………………………………………………………… 58

參考文獻 ……………………………………………………………………… 59

中文部分 ………………………………………………………………… 59

英文部分 ………………………………………………………………… 61

附錄 …………………………………………………………………………… 64

問卷調查表 ……………………………………………………………… 64
參考文獻
一、中文部分

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二、英文部分
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