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研究生: 劉美慧
Mei-Hui Liu
論文名稱: 通過ISO9000認證之壽險業者對業務人員的訓練管理現況及其與ISO10015之差距
The Training Management Statuses of Sales Personnel in ISO 9000-Certified Life Insurance Companies and Their Gaps to Meet ISO 10015 Guidelines
指導教授: 李隆盛
Lee, Lung-Sheng
學位類別: 碩士
Master
系所名稱: 國際人力資源發展研究所
Graduate Institute of International Human Resource Developmemt
論文出版年: 2006
畢業學年度: 94
語文別: 英文
論文頁數: 152
中文關鍵詞: 訓練管理壽險ISO 10015品質管理
英文關鍵詞: training management, life insurance, ISO 10015, quality management
論文種類: 學術論文
相關次數: 點閱:185下載:15
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  • Corporations often invested plenty of money in training. The cognition of training’s importance is rooted deeper nowadays than before in both the owner’s and employee’s minds. To make the training effective、besides a good course、the training management is the key to assure training quality and effect. ISO 10015、the first international standard of training management、made its debut to the world in December 1999. The purposes of this descriptive study were to investigate the training management status of ISO 9000-certified life insurance companies for sales personnel and to explore their gaps to meet the ISO 10015 guidelines and also their opinions on training status and ISO 10015. Interviews and questionnaire surveys were given to 11 training specialists or managers from 11 life insurance companies.
    The conclusions of this study were made as follows: (1) Life insurance companies had well-developed training management system for sales personnel. (2) The training stages ordered from with small to large gaps comparing with ISO 10015 guidelines were designing and planning training、providing for the training、defining training needs、and evaluating the outcome of training. (3) Organizational and job training needs were well developed、while personal training needs mostly came from informal channels. The method of official competency analysis was started to be adopted. (4) Training design was well developed in life insurance companies in the aspects of course design、trainer’s training and training materials. (5) The evaluating levels ordered from full to partial implementation were reaction、learning、results、and then behavior. (6) The training stages ordered from high to low satisfaction were providing for the training、designing and planning training、defining training needs、and evaluating the outcome of training. (7) The improving actions and opinions on training process included personal competency analysis、internalized、on-site、or charged courses、assurance of trainer’s and trainee’s quality、role playing、study group、and overall performance analysis. (8) Most life insurance companies considered not to apply ISO 10015 for the worries of no virtual effects、heavy load of manpower、time and cost for implementing in long-term basis and lacking flexibility.

    Acknowledgement...i Abstract...iii Table of Contents...v List of Tables...vii List of Figures...viii CHAPTER I. INTRODUCTION...1 Background of the Study...1 Statement of the Problem...3 Purposes of the Study...4 Questions of the Study...4 Significance of the Study...5 Definition of Terms...5 CHAPTER II. LITERATURE REVIEW...9 Training、Education & Development...9 ISO...12 ISO 9000...14 Relations between ISO 9000 and ISO 10015...23 ISO 10015...24 Return on Investment...58 Training Management...59 Training for Sales Personnel in Life Insurance Companies...68 CHAPTER III. METHODOLOGY0...75 Research Framework...75 Research Procedure...77 Research Methods...78 Research Subject...81 Research Instrument...82 Data Analysis...84 CHAPTER IV. FINDINGS AND DISCUSSIONS...85 Introduction to the Case Companies...85 Training Management Status and Opinions...87 Analysis of Questionnaire Results...113 CHAPTER V. MAIN FINDINGS、CONCLUSIONS、AND RECOMMENDATIONS...119 Main Findings...119 Conclusions...127 Recommendations...130 REFERENCES...135 APPENDIX A. INTERVIEW QUESTIONS...141 APPENDIX B. QUESTIONNAIRE...142 APPENDIX C. CODING LIST...149

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