提昇公用事業服務品質之員工訓練需求分析－－某公司之個案探討

Employee Training Needs Analysis for Enhancing Utility Service Quality: A Case Study on One Company

隨著時代的變革，電力事業趨於自由化與民營化，電力公司正面臨前所未有的競爭態勢，為持續提升員工績效表現，強化組織競爭力，確保員工所擁有的才能得以符合組織運作的需求，提供員工適切的訓練顯得特別重要，訓練需求分析因而成為公司實施員工訓練過程中不可或缺的一環。本研究主旨在探討為提昇個案公司服務品質所需要的員工訓練，以訪談法瞭解個案電力公司之員工教育訓練現況，從人員、工作任務及組織三個層面的訓練需求進行探討。依據服務品質觀念性模式(SERVQUAL)，服務品質可包括有形性、可靠性、反應性、保證性及關懷性五個構面。研究結果顯示，個案電力公司對於可靠性、反應性及關懷性的服務較不足，需要對員工多加強這幾方面的訓練課程，以提昇對用戶之服務品質。

Coping with liberalization and privatization of the electricity industry, Taipower is facing an unprecedented challenge. In order to continuously improve performance and strengthen competitiveness, it is essential to provide effective training to ensure employees’ capabilities meet organization operation requirements. Therefore, training needs assessment plays an important role at Taipower. This study used the interview method to assess training needs from three types of analyses: including person analysis, task analysis, and organization analysis. The current study investigated training needs for improving service quality in Taipower based upon SERVQUAL, including 1. Tangibles 2. Reliability 3. Responsiveness 3. Assurance 4. Empathy. Study results indicated that “reliability”, responsiveness” and “empathy” are the most important factors contributing to customer service quality. It is suggested that Taipower needs to put more emphasis on those areas while designing training programs for employees.