企業實施人力資源顧客服務代表制度現況與挑戰之研究
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2009
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Abstract
近年來，顧客服務導向的概念不斷萌芽，不僅是企業的經營與服務以顧客滿意為努力目標，就連人力資源部門為了更貼近組織需求，也開始提出內部行銷與內部顧客服務的概念。台積電人力資源部門於1998年提出虛擬專業的服務公司後，人力資源顧客服務代表制度慢慢被不同企業接受而導入。但由於企業產業環境的限制，各企業實際推動的現況與面臨挑戰並不得而知。
本研究主要目的在探討不同企業實施人力資源顧客服務代表制度之現況及企業實施人力資源顧客服務代表制度面臨的挑戰及因應對策。研究過程採用質化的個案研究法，針對不同企業之人力資源主管與人力資源顧客服務代表主管分別進行深度訪談，收集所需的研究資料並進行分析。
本研究結論如下。
1.企業實施人力資源顧客服務代表制度之原因為提供更精緻的服務。
2.企業招募人力資源顧客服務代表人員的標準相當一致。
3.原始提出希望導入制度之需求單位，影響人力資源顧客服務代表之編制與績效考核歸屬。
4.總公司人力資源部採行中央集權之企業，與人力資源顧客服務代表之間的分工較為明顯。
5.總公司人力資源部採行尊重個別授權之企業，與人力資源顧客服務代表之間的分工較為模糊。
6.總公司人力資源部採行中央集權之企業，其人力資源顧客服務代表制度提供的服務內容偏重選才與育才。
7.總公司人力資源部採行尊重個別授權之企業，其人力資源顧客服務代表制度提供的服務內容則包含所有人力資源功能。
8.總公司人力資源部採行中央集權之企業，其人力資源顧客服務代表制度面臨最大的挑戰為信任問題。
9.總公司人力資源部採行尊重個別授權之企業，其人力資源顧客服務代表制度面臨最大的挑戰為時間不足。
10.對其他企業在導入人力資源顧客服務代表制度應做好的準備之建議相當一致。
A new concept about consumer-oriented has been applied recently with which not only takes customer satisfied as enterprises’ manufacture and management purpose, but also be used for human resource department suggestion on internal customer and internal marketing. After carried out by TSMC human resource department in 1998, account service has been introduced to different enterprises. However, due to the limitation of enterprise environment, the implementation and challenging they faced could be unknown. The main aim on this research was about account service present applied status and the challenge as well as the countermeasure that different enterprise faced and put forward. And by utilizing qualitative case research approach, we got research date from talking with different enterprises human resource managers and account service managers. The conclusion of research includes items below: 1.the purpose on applying account service was for proving more satisfied service. 2.the criteria on recruiting account service were rarely the same. 3.enterprises with request on introducing this concept influence the authorization on account service for personal establishment and performance appraisal. 4.the human resource department of headquarters which picked the line of centralization had more obvious division than labor with account service . 5.the human resource department of headquarters which picked the line of respect individual authorization had more obscure division than labor with account service. 6.the enterprise which picked the line of centralization for the human resource department of headquarters, the account service provided recruiting and training function service. 7.the enterprise which picked the line of respect individual authorization for the human resource department of headquarters, the account service provided all human resources function service. 8.the enterprise which picked the line of centralization for the human resource department of headquarters, the account service was faced with the biggest challenge for the trust issue. 9.the enterprise which picked the line of respect individual authorization for the human resource department of headquarters, the account service was faced with the biggest challenge for the time. 10.all preparation and suggestion should be agreed when account service cut in other enterprises.
A new concept about consumer-oriented has been applied recently with which not only takes customer satisfied as enterprises’ manufacture and management purpose, but also be used for human resource department suggestion on internal customer and internal marketing. After carried out by TSMC human resource department in 1998, account service has been introduced to different enterprises. However, due to the limitation of enterprise environment, the implementation and challenging they faced could be unknown. The main aim on this research was about account service present applied status and the challenge as well as the countermeasure that different enterprise faced and put forward. And by utilizing qualitative case research approach, we got research date from talking with different enterprises human resource managers and account service managers. The conclusion of research includes items below: 1.the purpose on applying account service was for proving more satisfied service. 2.the criteria on recruiting account service were rarely the same. 3.enterprises with request on introducing this concept influence the authorization on account service for personal establishment and performance appraisal. 4.the human resource department of headquarters which picked the line of centralization had more obvious division than labor with account service . 5.the human resource department of headquarters which picked the line of respect individual authorization had more obscure division than labor with account service. 6.the enterprise which picked the line of centralization for the human resource department of headquarters, the account service provided recruiting and training function service. 7.the enterprise which picked the line of respect individual authorization for the human resource department of headquarters, the account service provided all human resources function service. 8.the enterprise which picked the line of centralization for the human resource department of headquarters, the account service was faced with the biggest challenge for the trust issue. 9.the enterprise which picked the line of respect individual authorization for the human resource department of headquarters, the account service was faced with the biggest challenge for the time. 10.all preparation and suggestion should be agreed when account service cut in other enterprises.
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內部行銷, 內部顧客, 內部顧客服務, 人力資源顧客服務代表制度, internal marketing, internal customer, internal customer service, account service