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:350 下載:15 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
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.
AdeQuaTE (2005). ISO 10015. Retrieved September 20、2005、from http://www.adequate-international.org/.
Anderson、A. H. (1993). Successful training practice: a manager's guide topPersonnel development. Oxford: Blackwell.
Bamford、R.、& Deibler、W. J. II (1995). Configuration management and ISO 9001. Retrieved September 16、2005、from http://www.ssqc.com/do25v6new.pdf.
Babbie、E. (2003). The practice of social research、9th ed. Beijing: Tsinhua University Publishing House.
Bureau of Employment and Vocational Training、Council of Labor Affairs (2004). Research of UK IIP plan and planning of certification system of our talent training institutes. Taipei: Bureau of Employment and Vocational Training、Council of Labor Affairs.
Casey、M. S.、& Doverspiki、D. (2005). Training needs analysis and evaluation for new technologies through the use of problem-based inquiry. Performance Improvement Quarterly、18(1)、110-124. Retrieved September 15、2005 from ABI/INFORM database.
Chang、H. T. (1996). Strategic human resource management. Taipei: Yang-Chih Book Co.、Ltd.
Chang、J. K.、& Hsieh、C. M. (2001). ISO 9001:2000 quality management system. Taipei: Business Weekly Publications、Inc.
Chen、C. I. et al. (2004). Training and development. Taipei: Yeh Yeh Book Gallery.
Chen、I. J. (2003). A study on the factors influencing sales』 training models in life insurance companies. Master thesis、Chinese Culture University、Taipei、Taiwan.
Chuang、M. H. (2005). The structural relationships among job involvement、professional commitment、job satisfaction and selling performance for life insurance agents. Master Thesis、National Chung ChengUniversity、Chiayi、Taiwan.
Clark、R.、& Kwinn、A. (2005). Aligning training to business results. T+D、59(6)、34-38.
Craig、M. (Ed.). (1992). Handbook of Training and Development. Oxford: Blackwell.
Crist、R (n.d.). Using document control software to meet ISO document control requirements. Retrieved September 15、2005、from http://www.simplyquality.org/DocCtlPaper/Crist.html.
Cotton、D. (2004). Essentials of training design part 3: The needs analysis and evaluation reports. Training Journal、March 2004、20-24. Retrieved September 15、2005、from ABI/INFORM database.
Council for Economic Planning and Development、The Executive Yuan of Republic of China (Taiwan) (2004). National development plan for the new century、four-year development plan for 2005-2008 and outlook for 2015. Retrieved September 20、2005、from http://www.cepd.gov.tw/business/business_sec3.jsp?businessID=501&parentLinkID=1&linkid=183.
Dutton、B. P. (2001). [Of a well-planned cost-effective、workplace education & training system]. Unpublished raw data.
Eisenstein、M. (2005). Test、then train. T+D、59(5)、26-28.
Griffee、D. (2005). Research tips: interview data collection. Journal of Developmental Education、28(3)、36-37. Retrieved October 12、2005 from ABI/INFORM database.
Hsieh、Y. L.、Yang、L. Y.、& Chen、Y. B. (2001). Training status analysis for agents in life insurance companies in Taiwan. Life Insurance Quarterly、120、6-36.
Huang、I. C. (1997). Human resource management. Taipei: San Min Book Co.、Ltd.
ISO. Retrieved September 15、2005 from http://www.iso.org/iso/en/ISOOnline.frontpage.
ISO 10015:1999 Quality management – Guidelines for training (1999).
Jackson、S. E.、& Schuler、R. S. (2003). Managing human resource through strategic partnerships. Ohio: South-Western.
Johnson、B.、& Christensen、L. (2004). Educational research: quantitative、qualitative、and mixed approaches. (2nd ed.). MA: Allyn and Bacon、Pearson Education、Inc.
Ketola、J.、& Robers、K (2000). ISO 9001/2000. Retrieved September 15、2005 from http://www.qualitydigest.com/april00/html/iso2k.html.
Lai、Y. C. (2005). A Study of the correlation among the core competence、personality traits and organizational commitment of a life insurance agent –a case study of M company. Master Thesis、Yuan Ze University、Taipei、Taiwan.
Lee、G. M. (2002). A study on employees』 satisfaction of introducing ISO system – example of Tai-Power Nuclear Training Center. Master Thesis、Yuan Ze University、Taipei、Taiwan.
Lee、K. H. (2004). A study of the marketing performance and training effectiveness for new agents-a life insurance company. Master Thesis、National Kaohsiung First University of Science and Technology、Kaohsiung、Taiwan.
Lee、S. H. (1997). Competence contents of human resource development. Employment and Training、15(2)、52.
Lee、Y. C. (2002). A study on the relation between training and performance of salesperson-take salesperson of life insurance in I-lan for example. Master Thesis、Nanhua University、Chiayi、Taiwan.
Lu、C. Y. (1996). The research of life insurance corporations conduct employee training practice and the influential factors that might affect training practices. Master Thesis、National Chung ChengUniversity、Chiayi、Taiwan.
Lu、H. Y. (2003). Superior management system ISO 9000:2000. Hong Kong: Joint Publishing (Hong Kong) Company Limited.
Mello、J. A. (2002). Strategic human resource management. Ohio: South-Western.
Mohrotra、V. (2004). The trouble with ROI. OR-MS Today、31(2)、10.
Molinaro、V. (2003). Training ROI requires attention to followup. Canadian HR Reporter、16(6)、13-14.
Nadler、L. (1987). Designing training programs: the critical events model. Massachusetts: Addison-Wesley.
Newby、T. (1992). Training evaluation handbook. Hands、England: Gower Publishing Company Limited.
Nilson、C. (1998). How to manage training: a guide to design and delivery for high performance. (2nd ed.). NY: Amacom.
Olian、J. D.、Durham、C. C.、Kristof A. L.、Brown、K. G.、Pierce、R. M.、& Kunder、L. (1998).
Designing management training and development for competitive advantage: lessons from the best. Human Resource Planning、21(1)、20-31
Phillips、J. J. (1990). Handbook of training evaluation and measurement methods. Texas: Gulf Publishing Company.
Phillips、J. J. (2003). 11 reasons why training & development fails…and what you can do about it. Training、39(9)、78-83.
Quazi、H. A.、& Jacobs R. L. (2004). Impact of ISO 9000 certification on training and development activities: An exploratory study. The International Journal of Quality & Reliability Management、Bradford 21(4/5)、497.
Roscoe、J. (1992). Handbook of training and development. UK: Blackwell.
Rosenberg、M. J. (1982) The ABCs of ISD. Training and Development Journal、36(9)、45.
Russo、C.W. (2000). How to hire an ISO 9000 consultant. Retrieved September 15、2005、from http://www.qualitydigest.com/april00/html/hire.html.
Saner、R. (2001). Competitive advantage & quality of human resources. Retrieved September 20、2005、from http://www.adequate.org/QA-Nanjing-rs.pdf.
Saner、R. (2002). Quality assurance for public administration: a consensus building vehicle. Retrieved September 15、2005、from http://www.adequate.org/quality_assurance_public_administration.pdf.
Saner、R. (2002). Plan especially the imperative demanded tool to enhance internal training performance. Retrieved September 15、2005、from http://www.cemtnet.com.cn/xinxi/lxkw/xdqyjy09/xdqyjy020926-8.htm.
Saner、R.、& Yiu、L. S. (n.d.). ISO 10015 Quality standard for training: a much needed instrument to improve performance of in-service training. Retrieved September 20、2005 from http://www.adequate.org/ISO%2010015%20Quality%20Standard%20for%20Training.pd.
Shi、Y. F. (1997). Establishment and effects of corporate training system. Employment and Training、15(6)、75-80.
Simply Quality (2005). Frequently asked questions about ISO 9000. Retrieved September 20、2005、from http://www.simplyquality.org/faq03.htm.
Spencer、L. M.、& Spencer、S. M. (1993). Competency at work. John Wiley & Sons、Inc.
Sueme、M. P. (2005). Employers consider ROI of training employees (March 15、2005). St.
Charles County Business Record、1.
Swanson、R. A. (1987). Training technology system: a method for identifying and solving training problems in industry and business、Journal of Industrial Teacher Education、24 (4)、9.
Tseng、C. C.、& Chen、C. H. (1999). Education and training system of agents in life insurance industry. Life Insurance Quarterly、113、69-82.
The Ohio State University (n.d.). How do you develop instructional materials for training that capture the essential components of a given job or occupational area? SCID Systematic Curriculum and Instructional Development. Retrieved October 12、2005、from http://www.dacum.com/ohio/scid_br.pdf
Truelove、S. (1992). Handbook of training and development. Oxford: Blackwell.
Wang、K. F. (2000). The point of view and implementation method for evaluation of training effect. Employment and Training、18(1)、60-66.
Williamson、M. (1993). Training needs analysis. London : Library Association Publishing Ltd.
Yiu、L. S.、Jacobs、R. L.、& Wang、B. (2005). [Quality standard of training: implication for research and practice of ISO 10015]. Unpublished raw data.
Yiu、L. S.、& Saner、R. (2005). Does it pay to train? ISO 10015 assures the quality
and return on investment of training. ISO Focus、2/2005、7-11.