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研究生:温立騰
研究生(外文):Li-Teng Wen
論文名稱:知識螺旋為基礎之HRM訓練系統設計 -以電訊服務業務人員為例
論文名稱(外文):Designing a Knowledge Spiral Based HRM Training Program – An Example of Telecommunication Service Salespeople
指導教授:陳昭蓉陳昭蓉引用關係
指導教授(外文):Jau-Rong Chen
口試委員:周子銓廖宜慶陳昭蓉
口試委員(外文):Tzu-Chuan ChouYi-Ching LiawJau-Rong Chen
口試日期:2012-06-22
學位類別:碩士
校院名稱:明志科技大學
系所名稱:服務與創新管理研究所
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:2012
畢業學年度:100
語文別:中文
論文頁數:55
中文關鍵詞:人力績效技術人力資源管理銷售管理知識管理
外文關鍵詞:Human Performance Technology (HPT)Human Resource Management (HRM)Sales ManagementKnowledge Management(KM)
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本研究以提供電訊服務業之個案公司為例,探討因電訊服務須具備特定的產業專業知識,與業務人員之特性使然,個案公司如何藉由人力績效技術工具來改善、設計與導入其人力資源訓練系統。此訓練系統之設計與導入共經歷五個階段,包括:(一)重新定義人力資源議題;(二)強化顧問式的銷售管理概念;(三)公司價值的重新定位與轉念;(四)螺旋式的教育訓練之設計與導入;與(五)邁向學習型組織之知識管理系統建置之過程,重新審視個案公司之人力問題,設計並協助導入業務人員之訓練系統,透過角色扮演之教育訓練設計,由個案公司內部驅動提出問題、鼓勵參與討論、練習與回饋。並利用此訓練系統之建置,培訓個案公司之內部講師,與各分公司種子講師之培訓。
此角色扮演之訓練系統設計與導入獲得個案公司高階管理階層的支持,並成為例行性的在職訓練,輔以後續知識管理系統之建置,預期可望收以下四項效益,包括:(一)業務成員增加與其所隸屬分公司之社會化互動;(二)驅動各分公司針對日常業務所面臨的問題加以提出、討論與演練,並可針對特定問題,邀請Top Sales線上參與討論;(三)各分公司將每周之訓練活動事先公告並於演練後上傳公司內部之知識系統分享;與(四)每個業務人員每周可在分公司練習並觀摩其他分公司之分享案例進而加以學習。以上四點效益可謂正與知識管理之知識螺旋(社會化、外部化、結合化、與內部化)不謀而合。此具知識螺旋為基礎之HRM訓練系統之設計,乃透過多重機制之設計打造策略性之銷售人員培訓專案,預期可收企業內部個案發展與協助銷售人員技巧、態度、行為之學習與演練之效益。

關鍵字:人力績效技術、人力資源管理、銷售管理、知識管理

This case study explores how one telecommunication service firm applies human performance technology to improve, design, and implement human resource training system; taking into consideration of the special professional knowledge and the characteristics of its sales force.The design and implementation of this training system has the following five stages: (1) redefining the human resource topics, (2) strengthening the concept of consultation sales and management, (3) redefine and rethinking of company values, (4) designing and implementing of spiral training system, and (5) moving towards the construction of learning organization and knowledge management system. This process requires a firm to reexamine its human resource problems, design and assist the implementation of sales training system. The designing of this training system comes from internally raising questions, encouraging participation, practice, and feedback; and the process utilizes role playing as a tool. This education training system can also be used to train a firm’s internal instructions as well as seed instructors of the firm’s subsidiaries.

The design and implementation of this training system has the support of high level management, and it has become part of the training routine. It is supplemented with the building of knowledge management system to accomplish the following: (1) to increase the social interactions between sales force and the affiliated subsidiaries, (2) to drive subsidiaries to raise, discuss, and practice problems faced in every-day operations, (3) to broadcast weekly training schedule and share the results through internal knowledge management system, and (4) to allow every salesperson to practice and observe success stories of other subsidiaries every week. This four objectives matches the knowledge spiral concept (socialization, externalization, integration, and internalization), The design of HRM training system, based on knowledge spiral, forged a strategic training project for salespersons by the design of multi-mechanism, and also expected to create benefits from case development interior of the enterprises and helped salespersons in learning and practicing skills, attitude, and behavior.




Keywords:Human Performance Technology (HPT), Human Resource Management (HRM), Sales Management, Knowledge Management(KM)

明志科技大學指導教授推薦書 I
明志科技大學口試委員審定書 II
明志科技大學學位論文授權書 III
摘 要 V
Abstract VI
目錄 VIII
表目錄 XI
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究問題與目的 2
1.3 研究流程 4
第二章 文獻探討 5
2.1 績效改善 5
2.1.1 人力績效技術之定義 6
2.1.2 HPT模型 8
2.2業務人員之人力資源管理實務 12
2.2.1 業務人員職能 14
2.2.2 銷售管理 (Sales Management) 16
2.2.3人力資源培訓方法 17
2.3 知識管理 (Knowledge Management) 20
2.3.1 知識的分類 21
2.3.2 知識的轉換 22
第三章 研究方法 25
3.1 研究方法 25
3.2 個案公司背景簡介 27
第四章資料分析與討論 29
4.1重新定義人力資源的議題 29
4.2 強化顧問式的銷售管理之概念 34
4.3 公司價值的重新定位與轉念 40
4.4 螺旋式的教育訓練之設計與導入 42
4.5 邁向學習型組織之知識管理系統建置 45
第五章 結論與建議 46
5.1 結論 46
5.2 研究限制 49
5.3 未來建議 50
參考文獻 51
中文部份 51
英文部分 52

中文部份
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2.黃光雄(1988),教學原理,台北:師大書苑。
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4.劉常勇(2003),「幾個有關知識管理議題之初探」,知識管理學習網站,(http://www.cme.org.tw/know)。
5.林東清(2007),知識管理,台北:智勝文化。



英文部分

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