平衡計分卡於台灣自由口譯員策略管理之規劃與設計

Abstract

由於口譯服務的特性與目的為解決特定問題，因此口譯員通常採取較被動的方式管理如接案量等之口譯相關業務。本研究試探討於口譯產業中，運用企業管理工具，以促進主動控管與事業發展的可行性。選定平衡計分卡作為管理工具，主因其同時涵蓋財務與非財務要素之故。 本研究採個案分析，深入訪談十九位相同語言組合與工作願景的自由口譯員，並自蒐集資料中，試導出一涵蓋自由口譯員主要特性之通用模型。進行平衡計分卡的建置時，所用的分析單位便是此自由口譯員模型。研究導出之命題，如下所述： - 財務構面：收入增加/持續擔任口譯員，口譯案件增加，債款回收量增加 - 顧客構面：客戶滿意度，建立長期客戶，口譯案件量增加可能性提高，與中介機構互動良好 - 內部流程構面：與其他口譯員互動良好，客戶回饋與意見，定期提供/更新履歷，有效進行會前準備與詞彙表之建立，成功轉介客戶 - 學習成長構面：加深背景知識，快速取得資料，口譯技巧強化 本研究結果發現，自由口譯員若能互相合作，將是最理想的互動方式。合作方式可透過共同建立詞彙表等形式。口譯員的目的應是成為客戶「最有效/最低成本」的服務提供者，而非「最便宜」的服務提供者。

Due to the inherent nature of interpretation as a problem-solving service, interpreters usually rely on passive strategies to obtain interpretation assignments. This study explores the possibility of using business management tools to achieve active participation and growth in the interpretation profession. The Balanced Scorecard approach is selected for taking into consideration both financial and non-financial factors. Employing the case study method, data was collected through in-depth interviews with nineteen freelance interpreters, who had the same language combination, and shared the same vision regarding their career. A generic freelance interpreter model noting the major attributes was derived from the data, and applied as the unit of analysis in the development of the Balanced Scorecard. Developed propositions are listed as follows: - Financial perspective: income growth/ sustained existence as an interpreter, increase in interpretation assignments, increased payment collections - Customer perspective: client satisfaction, long term client established, increased probability of interpretation assignments, positive interactions with intermediaries - Internal Business Process perspective: positive interactions with other interpreters, requiring feedback from clients, periodical provision/update of CV, effective glossary building and preparation, successful referrals - Learning and Growth perspective: domain knowledge enrichment, high speed data access, refined interpretation skills Findings from this study suggest that freelance interpreters are best off working together as a team, by sharing glossaries for example, to achieve maximum utilization of all available resources. Interpreters should aim at being the “highest value/lowest cost” service provider for the client, instead of the “lowest price” service provider.