物業清潔技能養成與組織管理之探討論清潔組長之必要性

A study on the Establishment and Management of Property Cleaner Skills - The Necessity of Group Leader

本論文研究教育訓練對清潔人員工作的實用性，經文獻探討后認為可能影響教育訓練成敗的因素有三點:教育訓練品質、基層人員是否願意參與教育訓練、清潔公司與主管有無教授清潔技巧。透過文獻回顧解析清潔業組織型態、服務品質與顧客滿意度關係、清潔組長存在必要性及功能、清潔工作技巧培訓。由專家問卷分析清潔人員工作技巧訓練模式應分為三個構面:員工主動學習意願構面、公司與主管教授工作技巧模式構面、教育訓練成果構面，並進行16項工作技巧學習意願調查。調查結果經IBMSPSS軟體分析，以問卷數據進行信度、T檢定、次數分配表分析後得到以下結果:1.清潔維護公司應選擇優良的基層清潔組長帶領清潔團隊從事工作技能培訓。2.教育訓練應由清潔組長與清潔團隊做小規模且常態性舉行。3.本研究希望提供清潔維護公司整體工作技能教育訓練之策略參考。

This paper studies the practical ity of education and training for cleaners. After discussing the literature,there are three factors that may affect the success of education and training: quality of education andtraining, whether grass-roots personnel are willing to participate in education and training, andwhether cleaning companies and supervisors have professors to clean up skill.Through literature review, explain the organization of the cleaning industry, the relationship betweenservice quality and customer satisfaction, the necessity and functions of the cleaning team leader, cleanwork skills training were analyzed. The following three aspects: Employees initiative to learn.Company and competent pro fessors work skills mode. Facets of education and training achievements.After confirming the facets of the questionnaire, this study investigated the support of the grassrootscleaning staff for the education and training of the cleaning and maintenance company in aquestionnaire survey and conducted a survey of 16 willingness to learn work skills.The results of the survey were analyzed by IBM SPSS so ftware. The reliability, T-test, frequencyassignment table, analysis used to obtain the following results:1. The cleaning and maintenance company should select an excellent grassroots cleaning team leaderto lead the cleaning team to work skills training.2. The education and training should be held by the team leader and the cleaning team on a small scaleand in a normal manner.3. This study hopes to provide a strategy for the overall work skills education and training of thecleaning and maintenance company.