訓練品質評核系統 (TTQS) 行政助理職能標準之研究 訓練品質評核系統 (TTQS) 行政助理職能標準之研究 葉俊偉 東南科技大學企業管理系助理教授 摘 要 2006 Taiwan TrainQuali System TTQS TTQS TTQS TTQS TTQS TTQS 3C TTQS 21 關鍵詞 : 訓練品質評核系統 (TTQS) TTQS 行政助理 職能 92
弘光人文社會學報第 15 期 壹 研究動機與目的 2006 IiP ISO10015 Taiwan TrainQuali System TTQS TTQS TTQS TTQS TTQS TTQS TTQS TTQS TTQS 2011 TTQS 2011 2011 8 21 682 80 1008 728 TTQS 2011a 93
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 TTQS TTQS TTQS TTQS TTQS TTQS TTQS TTQS 2011 6 9 TTQS TTQS TTQS 貳 相關文獻 一 TTQS 行政助理目前的甄選標準 : TTQS TTQS TTQS 94
弘光人文社會學報第 15 期 TTQS SOP TTQS TTQS 2011 二 TTQS 行政助理的工作任務與內涵 (TTQS 北區服務中心,2011b): TTQS 1. (1) (2) (3) 2. (1) (2) (3) (4) (5) (6) (7) (8) 95
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 3. (1) E (2) (3) (4) (5) 1. (1) ABC (2) (3) 2. (1) (2) (3) (4) (5) (6) (7) ABC (8) C (9) 3. 96
弘光人文社會學報第 15 期 (1) E ABC 24 (2) (3) (4) TTQS ** ** ** ** ** TTQS 97
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 E 三 職能 McClelland 1973 competency Spencer & Spencer 1993 underlying characteristics Boyatzis Spencer & Spencer Yeung, 1996 Parry 1998 Timothy & Michael 1999 2003 98
弘光人文社會學報第 15 期 Spencer & Spencer 1993 Spencer & Spencer 1. knowledge 2. skill 3. self-concept 4. trait physical characteristics 5. motive Spencer & Spencer 1993 99
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 2008 job competence assessment method 1. McClelland 2005 2005 Boyatzis (1982) 2. Spencer & Spencer 1993 HR 100
弘光人文社會學報第 15 期 Spencer & Spencer 1993 3. Spencer & Spencer, 1993 Mansfield, 1996 10-20 Spencer & Spencer, 1993 TTQS TTQS TTQS TTQS 101
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 2008 2010 TTQS TTQS 參 研究方法 對象與工具 TTQS TTQS triangulation multiple-evidence compelling 2011 8 TTQS 9 11 20 9 TTQS TTQS 2011 8 9 8 17 9 TTQS R 2011 8 9 1000-1130 S 2011 8 9 1330-1430 T 2011 8 12 1015-1045 U 2011 8 12 1350-1430 V 2011 8 15 1200-1230 W 2011 8 16 1300-1400 X 2011 8 16 1500-1530 Y 2011 8 16 1500-1530 Z 2011 8 16 1530-1600 102
弘光人文社會學報第 15 期 TTQS TTQS TTQS TTQS TTQS 2011 10 13 10 31 10 16 43 61 120 14 87.5% 21 48.8% 32 52.5% 67 55.83% 103
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 - - - Y-03-103-01 Y 3 103 SPSS 17.0 104
弘光人文社會學報第 15 期 肆 研究結果 9 TTQS 400 63,563 513 513 881 7 147 207 242 249 13 18 5 147 TTQS TTQS 105
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 1 2 3 4 5 6 1-1 1-2 1-3 1-4 1-5 2-1 2-2 3-1 3-2 3-3 3-4 3-5 4-1 4-2 2-1-1 2-1-2 2-1-3 2-2-1 2-2-2 2-2-3 4-1-1 4-1-2 4-1-3 4-1-4 SOP 4-1-5 Q A 4-2-1 4-2-2 TTQS 21 TTQS TTQS TTQS TTQS 106
弘光人文社會學報第 15 期 3C 207 SOP 242 TTQS 3C TTQS 249 107
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 1. SOP TTQS SOP 2. Q A Q A TTQS Q A TTQS TTQS 1 2 3 4 5 1 108
弘光人文社會學報第 15 期 21 3.44 3.29 3.07 3.5 21 2 1. 2. 3.53 3.45 2.71 3 1. 2. 3. 4.29 4.05 3.94 4 3 1. 2. 3. 4.81 4.66 4.54 4.5 109
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 3 1. 2. 3. 3.66 3.51 3.19 3.5 TTQS 4 6 1. TTQS 2. 3. 4.40 4.10 4.02 TTQS 4 3 1. 2. 3. 4.55 4.41 4.00 4 3 3 1. 2. 3. 4.76 4.64 4.48 4.5 8 1. 2. 3. 4. 5. 6. 7. 8. 4.45 110
弘光人文社會學報第 15 期 4.36 3.99 5 4 8 4.39 4.39 4.30 4.27 4.25 4.24 4.19 4.07 3 1. 2. 3. 4.05 3.66 3.57 3.81 3.81 3.52 3 1. 2. 3. 3.77 3.67 3.17 3.2-3.8 4 6 TTQS 1. TTQS 2. 3. 4.47 4.38 4.24 TTQS 4-4.5 3 1. 2. 3. 111
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 4.50 4.50 3.94 4.5 3 1. 2. 3. 4.71 4.51 4.17 4 6 1. 4.37 2. TTQS 4.16 3. 3.60 4. 3.82 5. 4.36 6. TTQS 4.18 伍 結論與建議 TTQS TTQS TTQS TTQS TTQS 3C 112
弘光人文社會學報第 15 期 TTQS TTQS 21 TTQS TTQS TTQS TTQS 113
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 TTQS TTQS KPI Q A TTQS TTQS TTQS PDDRO Plan, Design, Do, Review, Outcome TTQS 114
弘光人文社會學報第 15 期 參考文獻中文部分 : 1. TTQS 2011a 2. TTQS 2011b TTQS 3. TTQS 2011 http://ttqs.evta.gov.tw/ 2011/9/5 4. 2011 SOP 5. 2003 74 2-8 6. 2010 TTQS 7. 2008 / 8. 2005 英文部分 : 1. Boyatzis, R. E., (1982). The Competent Manager: A Model of Effective Performance, New York: John Wiley & Sons, p.42. 2. Mansfield, R. S., (1996). Building competency models: Approaches for HR professionals. Human Resource Management, 35(1), 7-18. 3. McClelland, D. C. (1973). Testing for competence rather than for intelligence. American Psychologist, 28, 1-24. 4. Parry, S. (1998). Just what is competency? And why should you care? Training, 35(6), 58-64. 5. Spencer, L. & Spencer, M. (1993). Competence At Work: models for superior performance. N.Y.: John Wiley & Sons, Inc. 115
訓練品質評核系統 (TTQS) 行政助理職能標準之研究 6. Timothy R. A. & Michael S.O., (1999). Emerging Competency Methods for the Future, Human Resource Management, 38(3), 215-226. 7. Yeung, A. K., (1996). Competencies for HR professionals: An interview with Richard E. Boyatzis, Human Resource Management, 35(1), 119-131. 116
弘光人文社會學報第 15 期 The Competency Standard of TTQS Administrative Assistant Chun-Wei Yeh Assistant Professor Department of Business Administration, Tung-Nan University Abstract In the knowledge-based economy era, elevating the whole national human resource capital is one of the most important goals for every government. TTQS (Taiwan TrainQuali System) is an important training and development (T&D) structure which developed and supported by Taiwan government since 2006. The government provides 3 kinds of service which include TTQS training, consultation and evaluation. The administrative assistant is an important but often be omitted role in the process of TTQS consultant service and evaluation service. He (or she) plays the role as a communication bridge and the host of whole process. If the assistant has trouble in the process, it will cause the postpone of the process and influence the relationship among company, consultant ( or evaluator) and government. The purposes of this research are to construct the competency model and explore the recruit standard for TTQS administrative assistant by qualitative interview and quantitative survey. The conclusions are as below. 1. The competency content: (1) Knowledge: TTQS related information is the mainly knowledge and knowledge of management is the least important. (2) Skill: the capability of using 3C tools to accomplish mission and dominating the opening of consultation or evaluation. (3) Attitude: which includes polite, learning modestly, respecting others and listening attentively and it is the most important content. (4) Personal trait: which includes pressure resistant, clear thinking, penetrative observation, quick response, attentive, kind, modest and calm. (5) Motives: which include increasing knowledge, experience and interpersonal relationship. 2. The recruit standards: (1) The recruit channel: collect the candidates list from consultants, evaluators and assistants and do it as early as possible. (2) The basic condition: take the beyond 21 years old as a reference, but do not take it as a decisive condition. (3) KSA: take the content as above-mentioned and use practical operative test and simulated meeting as recruit method. Key words: Taiwan TrainQuali System (TTQS), TTQS administrative assistant, Competency 117