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研究生：	吳淑君 Shu-Jiun Wu
論文名稱：	建構國內保險公司人力資源管理績效指標工具 The Construction of an Instrument of Key Performance Indicators on Human Resource Management among Insurance Companies in Taiwan
指導教授：	侯世光 Hou, Shih-Kuang
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：	2007
畢業學年度：	95
語文別：	英文
論文頁數：	148
中文關鍵詞：	保險產業、關鍵績效指標、人力資源管理、得懷術
英文關鍵詞：	insurance industry, KPIs, HRM, Delphi technique
論文種類：	學術論文
相關次數：	點閱：253 下載：9
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From 1987, Taiwan has opened its insurance market to foreign insurance, there are lots of international insurance companies established its branches in Taiwan. Especially in 2002, Taiwan joined the World Trade Organization (WTO) that insurance market stepped forward and became so competitive toward liberalization and internalization. By 2006, licenses had been obtained by 29 companies, including 22 domestic companies and 7 foreign companies Taiwan branches. Besides, the insurance penetration in Taiwan has been ranked as number one globally in 2005.
Due to the highly competitive environment, an effective instrument for insurance companies to measure their performance is important and necessary. Key performance indicators (KPIs) are significant elements which can help organization to define and measure progress towards their organizational goals and convert the context data into measurable ones. In this case, the purpose of this study is to construct an instrument of key performance indicators on human resource management (HRM) among insurance companies in Taiwan. According to literature review, there are six KPIs categories within 52 that KPIs requires further exploration. After data collection via Delphi technique, there are 38 KPIs reserved to construct the instrument. On the other hands, the six KPIs categories followed by the significance and practicability from experts panel’ point of view are Retention Indicator, Labor Cost, Recruiting Indicator, Employee Relations, HRD Indicator and Benefit Cost.

Table of Contents

Chapter one   Introduction…………………………………………………………...1
Background………………………………………………………….....1
Research Motivation………………………………………………..3
Purposes of Study…………………………………………...4
Statement of Questions………………………………………...5
Limitation of the Study…………………………………………6
Definition of Terms……………………………………………………7

Chapter two   Literature Review…………………………………………………....9
The Meaning and Development of Insurance Industry in Taiwan……………....9
Meaning of Life Insurance…………………………………………………9
Insurance Company Development in Taiwan………………………...12
Performance Measurement of Insurance Company……………….12
Summary……………………………………………………………..13
The Importance of Constructing KPIs for Organization………15
Definition of Key Performance Indicators………………………15
Purposes and process of Developing KPIs………………………… 15
The Relationship between Organization and KPIs………19
Summary…………………………………………………………………...19
Human Resource Management……………………………………………21
Definition of Human Resource Management…………………………21
Roles of Human Resource Management in Organization…………21
Key Performance Indicators Categories on Human Resource Mangement.22
Key Performance Indicators on Human Resource Management…24
Chapter three   Methodology……………………………………………………….28
Research Structure………………………………………………28
Research Methods…………………………………………………………30
Literature Analysis…………………………………………………...30
Delphi……………………………………………………………………...30
Research Process…………………………………………………………..32
Sample…………………………………………………………………..35
Delphi Sample……………………………………………………………..35
Instrument…………………………………………………………………….37
Reliability of the Instrument……………………………………….37
Validity of the Instrument…………………………………………….37
Data Collection and Analysis……………………………………………38
Data Collection…………………………………………………………….38
Data Analysis………………………………………………………………38

Chapter four    Research Findings…………………………………………………39
Constructing Key Performance Indicators on Human Resource Management…39
Statistical Result of Round One………………………………………40
Statistical Result of Round Two………………………………………41
Statistical Result of Round Three……………………………………43
Comparison of the Statistical Result of each KPI for Three Rounds…44
The Instrument of Key Performance Indicators on Human Resource Management among Insurance Company in Taiwan………………50
Constructing the Instrument of KPIs on Human Resource Management...50
Discussion………………………………………………………………………55
Comparison of each KPI category from three rounds data collection……55
KPIs on HRM among Insurance Companies in Taiwan………56
Analyze the Findings……………………………………………………..58

Chapter Five    Conclusions and Recommendations………………………………60
Conclusions……………………………………………………………..60
Recommendations for Future Study………….………………………65

Reference…………………………………………………………………………68

Appendix A……………………………………………………………………77
Appendix B………………………………………………………………………78
Appendix C………………………………………………………………………84
Appendix D………………………………………………………………………92
Appendix E……………………………………………………………………100
Appendix F……………………………………………………………………108
Appendix G…………………………………………………………………117
Appendix H…………………………………………………………………126
Appendix I……………………………………………………………………129
Appendix J……………………………………………………………………132
Appendix K…………………………………………………………………135
Appendix L……………………………………………………………………141
Appendix M…………………………………………………………………148

LIST OF TABLES

Table 3.1  Educational Degree of the Experts………………36
Table 3.2  Total Years of Work Experience in HR Department………36
Table 3.3  Ages of the Experts………………………………………36
Table 4.1  The Return Rate of Questionnaire……………………40
Table 4.2  Mean and S.D. Comparison of KPI Category for Round 1…………...…..40
Table 4.3  Mean and S.D. Comparison of KPI Category for Round 2………..……..42
Table 4.4  Mean and S.D. Comparison of KPI Category for Round 3…………..…..43
Table 4.5  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category A. Labor Cost………………………………...44
Table 4.6  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category B. Recruiting Indicator……………………….45
Table 4.7  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category C. Retention Indicator………………………..46
Table 4.8  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category D. HRD Indicator…………………….………47
Table 4.9  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category E. Benefit Cost…………………………….….48
Table 4.10  Comparison of the Statistical Result from Three Rounds Data Collection of each KPI in the Category F. Employee Relations…………………….49
Table 4.11  Reserved Rate of KPI Category…………………………………..……..50
Table 4.12  Reserved KPIs on HRM from Three Rounds of Data Collection…….....51
Table 4.13 The Mean Score of the Statistical Result of Three Rounds data collection…………………….…………………………………………..57
Table 5.1 The Reserved KPIs orders with minimum mean score 4.00…………...……65
LIST OF FIGURES

Figure 2.1  Production process of insurance industry………………………………11
Figure 2.2  The process of developing relevant KPIs………………………………18
Figure 3.1  Research Structure……………………………………………………...29
Figure 3.2  Detail research process…………………………………………………34
                                

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保險財務業務統計。台北：財團法人保險事業發展中心。2006年9月28日。取自 http://www.tii.org.tw/fcontent/information/information03_01.asp?P2b_sn=10

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