近年來，顧客關係管理在各企業間的風行，使得客服中心的重要性跟著提升，而分析客服中心績效的因素，發現客服人員的影響十分重要。各企業為了找尋適合的人擔任客服人員，投入許多的時間與精力。近年來十分流行利用人格特質測驗來徵選適合的員工，在徵選客服人員時也會運用到相同方法。人格特質對於工作績效的影響已經被許多研究所證實，但是卻沒有任何研究探討一個重要的議題，那就是客服人員的人格特質與工作績效到底有何關係？ 本研究希望利用近年來頗受注目的人格特質分類-『五大人格特質』，以五大人格特質的觀點切入，探討五大人格特質與客服人員工作績效之間的關連性，期望能夠提供給企業徵選客服人員的理論參考。經過業界訪談後，決定以客服人員最大宗的業務「進線服務」作為研究的範圍，研究的目的在於瞭解客服人員的人格特質對其工作績效之影響，以期提升客服人員的素質，更進一步提高客服中心的績效表現。 本研究經由問卷分析的結果發現，五大人格特質中的勤勉正直性、親和性以及情緒敏感性會直接影響到客服人員工作績效的總分。影響分別是，勤勉正直性為正向相關性，親和性為正向相關性，情緒敏感性為負向相關性。本研究更發現，一般認為會對工作績效會有正向影響的開放學習性，在對於客服人員工作績效的影響卻是負向的。開放學習性對於客服人員工作績效內客觀評核工作指標，會有顯著的負向影響。 五大人格特質對於客服人員工作績效的影響，確實存在且經過本研究的驗證。企業可以利用五大人格特質當作徵選依據，藉以找到適合的人擔任客服人員。

本研究旨在探討國軍人員參與「碩士專班及碩士學分班」在職進修動機與自我效能及工作績效之關係，根據文獻回顧與推論，本研究主張國軍人員參與在職進修的動機會影響到個人的自我效能，並進一步影響其工作績效。根據此一概念，本研究共提出五個假說並進行實證的分析驗證。 研究方法主要是以問卷調查法為主，問卷的編制是以文獻探討與研究假說所形成之研究架構為依據。以便利抽樣之方式針對北區國軍在職進修人員寄發問卷，總共發出200份，回收有效問卷151份，回收率為79.50%。 研究結果顯示，國軍人員參與在職進修之動機會影響進修者之自我效能與工作績效。其中進修動機為「追求成就」、「成長認知」、「專業發展」、「社交關係」及「外界期望」等五個層面得分愈高者，其學習自我效能及工作績效表現也愈高，另外，本研究亦發現在職進修的動機具有多元取向且動機取向間互有關係。 由於目前國內針對國軍人員參與在職進修的動機、學習自我效能與個人工作績效之相關研究尚屬少見，因此本研究結果除了可以提供國軍推動終身學習政策的實務參考外，對自我效能與學習動機的理論發展，也提供了具體之建樹。 關鍵字：國軍人員、在職進修、進修動機、自我效能、工作績效 / The purpose of this research is to probe the relationship among learning motivation, self-efficiency and job performance for military officers who participate in the in-service learning program of master degree or related credit class. Based on the literature review and theoretical inference, this research argues that learning motives of participant will influence learning self- efficiency and, further more, his or her job performance. Accordingly, this research proposes and tests five hypotheses by way of field data. The research methodology is mainly the survey approach and the design of questionnaire is according to the research framework based on the literature and hypotheses. By convenience sampling approach, 200 questionnaire mails were sent to the military officers in northern part of Taiwan and 151 effective questionnaires were received with the valid response rate of 79.50%. The result shows that the learning motivation of program participant has significant impact on self-efficiency and job performance. Among these motivations, the higher of ‘pursuing achievements’, ‘growing recognition’, ‘professional development’, ‘social relationship’, and ‘external expectation’, the higher of self-efficiency and the better of job performance. Furthermore, the study also finds that the learning motivations are multifaceted and correlated with each other. At present, it is rare to study the relationships among learning motivation, self-efficiency, and job performance about military officers. The result of this study, therefore, offers a meaningful mirror for military department to consider the improvement of life-learning program. In addition, this study makes a great contribution in terms of the theories about learning motivation and self-efficiency. Key word: military officers, in-service learning, learning motivation, self-efficacy, job performance

近年來，策略性人力資源管理被企業視為一項核心競爭優勢，透過人力資源規劃與組織運作結合，以達到企業經營的目的。因此，著重在管理職能對高組織績效影響效果之策略性人力資源探討愈來愈多，而在管理職能之實證研究，也多著重在管理群組對個人工作績效或部門績效之影響，其結果也證明管理職能之良窳確實會對個人或組織績效產生影響，可說明管理職能在企業營運中的重要性。然而，相較於結果面之研究，管理職能之前因面研究卻明顯地不足，少有研究將組織內外之管理措施或活動與管理職能的因果關係作進一步探討，特別是關於影響研發主管管理職能之前置因素探討。因此，本研究將聚焦於影響研發主管管理職能之前置因素，並探討影響管理職能之組織活動與管理措施為何，為企業培育研發主管時，提供具體且有效之建議。 本研究主張企業中的研發主管，因實際參與公司內的管理措施與組織運作，將能強化自身的管理職能。然而，有鑑於過去研究較少針對研發主管職能發展出符合理論與實務看法之分類與內涵，本研究在探究組織活動與研發主管職能之關係前，先行對研發主管職能進行文獻探究，並藉由業界主管深度訪談與專家效度問卷等多重方式歸納出重要之職能群組。本研究將研發主管職能分為三個職能群組與七個職能，分別為專業知能(包括產品發展能力與領導培育能力)、跨界知識轉換職能(包括搭橋溝通能力與知識管理能力)以及資源整合創新職能(包括資源協調能力、策略規劃能力與創新促進能力)。 同時，本研究認為內部與外部組織活動會對不同的研發主管職能產生影響。內部組織活動可分為專業能力的訓練、員工授權、團隊經營與工作指派；外部組織活動則著重於顧客經營活動。與過去研究不同的是，本研究認為除組織內部相關之措施外，研發主管亦應該要對外經營顧客關係，因為透過顧客關係之建立與維持，將能不間斷地接收顧客資訊，以為產品創新之來源，並提高主管個人之管理職能。 本研究以中高階研發主管為研究對象，而為避免相同方法偏誤之發生，由研發主管自評參與組織活動之程度，並由其直屬上司評量該研發主管之管理職能表現。本研究以問卷調查方式進行資料蒐集，共搜集14家公司、119位研發主管與26位直屬上司之資料，並以階層式迴歸分析資料。研究結果如下： (一) 訓練與專業知能為正向關係。 (二) 專業能力訓練與跨界知識轉換職能為正向關係。 (三) 專業能力訓練與整合資源創新能力為正向關係。 (四) 授權程度與專業知能為正向關係。 (五) 授權程度與跨界知識轉換職能為正向關係。 　　本研究另以個別職能為依變項進行分析，研究結果發現顧客經營活動與知識管理能力、創新促進能力呈正向關係。 　　而就上述之研究發現，本研究建議管理者應建立完整且具系統性之管理職能發展計畫，以做為培育現職工程師為日後之研發主管，並應將專業能力訓練、授權與顧客經營活動納入此培育系統中，以確保研發主管具備專業知能、跨界知識轉換職能以及資源整合創新職能等「技術」與「管理」的職能，以因應環境之變化與競爭，為企業永續經營奠定良好的基礎。 / In recent years, strategic human resource management (SHRM) has been regarded as core competitive advantage for frims to respond to uncertain environments. Because human capital can bring innovation into organizations, it is important to select, train, allocate and retain the human resources. Among these human catpial, competency is the essential component representing the knowledge, skills, and abilities. This study focuses on R&D competency, particularly R&D managerial competency. Moreoever, this study investigates the effects of organizational activities on R&D managerial competency to understand the complex relationships among organizational activities and RD managerial competency. This study suggests that R&D managers will be able to substantially enhance their managerial competency by progressively participating in organizational activities. However, fewer research pay attention on the typology and contents of R&D managerial competency, this study explores this construct before investigating its anticidents. The author reviewed R&D managerial competency literature, interviewed seneior R&D managers and analyzed expert opinion questionnaires to categorize R&D managerial competencies into three competency clusters and seven competencies: 1. Competency cluster of professional knowledge and skill  Product developemtn competency  Leadership competency 2. Competency cluster of integrative capacities  Bridging communication competency  Knowledge management competency 3. Competency cluster of optimizing resource and facilitating innovation  Leveraging resources competency  Strategy planning competency  Innovation stimulation competency Meanwhile, this study also claims that involvement in both internal and external organizational activities will have substantial effects on R&D managerial competency. Internal activities herein refer to professional training, empowerment, team management, and job assignment; whereas, external activities emphasize on fostering royal customer relationships. In contrast to pre-existing academic researches, this study suggests that, in addition to internal activities, R&D managers should progressively develop customer relations. The reason is that by understanding customer’s needs and absorbing most innovative ideas would no doubt be the origins of technology innovations. This study focuses on top and middle level R&D managers. In order to avoid common method variances, this study is to match and analyze data collected from 119 R&D managers and their supervisors (26 senior managers in total) of 14 companies in Taiwan electronic industry. Results showed that: 1. Professional training was significantly and positively related to to competency cluster of professional knowledge and skill. 2. Professional training was significantly and positively related to the competency cluster of integrative capacities. 3. Professional training was significantly and positively related to the competency cluster of optimizing resource and facilitating innovation. 4. Empowerment was significantly and positively related to competency cluster of professional knowledge and skill. 5. Empowerment was significantly and positively related to the competency cluster of integrative capacities. In addition, this study analyzes the sub-competency of the competency clusters, and found that customer management is positively related to knowledge management competency and facilitating innovation competency. In sum, this study suggests that organizations should set up an integrated and systematic program for potential engineers who might be competent R&D managers in the future. Furthermore, the findings of this study implies that this program should include professional trainings, empowerment, and customer-relationship management, and to ensure that R&D managers possesses “skill” and “managerial” competencies to make themselves the cornerstones for ever-competitive enterprises and to prepare themselves to be responsive to the constantly evolving environment.

在當前快速變遷與高度不確定性環境下，政府施政環境日益複雜，面對社會大眾多元化之強烈需求，如何提升政府機關工作績效，同時加強台灣國際競爭力，以滿足社會及民眾的需求，是當前政府的一項重大挑戰。有鑑於國際人力資源管理之研究眾多，但都未能探討國際人力資源管理的所有功能，且對各項功能間之關係亦未探討，同時缺乏有系統的研究，實證研究也不多見。我國中央政府機關依功能、任務不同，分別派有駐外人員，有關政府機關駐外人員人力資源管理制度之文獻及研究並不多。筆者工作上有機會接觸各駐外單位，因此將針對政府機關，探討甄選、教有訓練、激勵等決定因素，對駐外人員海外適應與工作績效之主要作用和交互作用影響，使理論及實務更完備，期利用政府機關人力資源管理制度，以提升駐外人員海外適應與工作績效。 本研究以問卷調查的方式進行，共發出問卷193份，回收175份問卷，回收率為90.67%。透過敘述性統計、因素分析、集群分析、相關分析與迴歸分析等數量方法，以實證資料來分析政府機關駐外人員的甄選、教育訓練與激勵差異性，探討其對駐外人員海外適應的影響，並進一步瞭解與工作績效的關係。本研究結果顯示如下： 一、「符合駐外任務所需工作能力的甄選」與「符合駐外任務所需基本條件的甄選」對「海外適應」並無顯著的正向影響。 二、「符合駐外任務所需工作能力的甄選」與「工作績效」有顯著正相關。 三、「符合駐外任務所需工作面的教育訓練」與「符合駐外任務所需語言面的教育訓練」對「海外適應」皆產生顯著的正向影響。 四、「符合駐外任務所需工作面的教育訓練」與「符合駐外任務所需語言面的教育訓練」對「工作績效」無顯著正相關。 五、「符合駐外任務所需財務性的激勵制度」與「符合駐外任務所需非財務性的激勵制度」對「海外適應」並無顯著正向影響。 六、「符合駐外任務所需財務性的激勵制度」對「工作績效」有顯著正向影響。 七、「符合駐外任務所需工作面的海外適應」對「工作績效」有顯著正向影響。 八、「高度整合駐外人員人力資源管理制度」對「海外適應」及「工作績效」均有顯著正向影響。 管理涵意則為政府機關駐外人員若要有高度工作績效，除了國際人力資源管理制度的考量之外，還需要其他構面如海外適應等加以配合，才能充分發揮實施效益。本研究的發現可提供政府機關在未來擬定駐外人員人力資源管理制度時之策略參考。 / In a fast-changing and highly uncertain environment, the government is facing pluralistic claims of the public. How to promote the work performance of government, enhance the international competitive edge of Taiwan, and cater to the demands of society and the populace are the important challenges for the current government. Although there is much research and literature on international human resource management (IHRM), none of it studies all functions oflHRM the relationships among functions in systematic or experimental research. For the time being, the government's ministries and associations dispatch expatriates respectively by the different functions and missions. But the literature and research do less to study international human resource management system(IHRMS) of the government's expatriates. I have the opportunity to work and contact the other ministries' and associations' expatriates; hence, I will focus on government organization and explore how the decisive factors which are selection, education and training and motivation, impinge on the major function and the interplay of overseas adaptation and work performance of expatriates. By means oflHRMS of the government, thesis will complete the theory and the practice as well as promote overseas adaptation and work performance. The research uses a questionnaire to survey. For the 175 received questionnaires of 193 issued, the received rate is 90.67%, To analyze the differences and explore the influences on overseas adaptation and work performance among selection, education and training and motivation of the government's expatriates, the research uses some quantitative measures such as descriptive statistics, factor, cluster, correlation and regression analyses. The major findings are: (l)Both "work-capability selection of the corresponding overseas mission" and "basic-conditions selection of the corresponding overseas mission" do not have a significant positive influence on "overseas adaptation." (2)"work-capability selection of the corresponding overseas mission" has a significant positive correlation "work performance." (3)"the job education and training of the corresponding overseas mission" and "the language education and training ot ine corresponding overseas mission" have a significant positive influence on "overseas adaptation." (4)"Thejob education and training of the corresponding overseas mission" and "the language education and training of the corresponding overseas mission" do not have a significant positive correlation on "work performance." (5)"The financial motivation system of the corresponding overseas mission" and "the non-financial motivation system of the corresponding overseas mission" do not have a significant positive influence on "overseas adaptation." (6)"The financial motivation system of the corresponding overseas mission" has a significant positive influence on "work performance." (7)"0verseas work adaptation" has a significant positive influence on "work performance." (8)"Highly integrated IHRMS of expatriates" has a significant positive influence on both "overseas adaptation" and "work performance." The managerial meaning is that if the government would like to have high work performance of expatriates, it needs to consider not only IHRMS, but overseas adaptation, etc. The results of the research can provide the government the strategic reference of planning HRMS of expatriates in the future.

近年來由於世界性的經濟持續低迷，再加以各項自然資源的日益稀少與枯竭，以及面臨外在環境快速變遷與科技不斷推陳出新的衝擊，無論企業組織或政府部門莫不積極尋求降低人事費用、控制成本支出以及維繫組織目標發展的可行策略，而在各種策略當中，「精簡」(downsizing)常被認為是一項能促使組織重建、更新，降低成本費用、提高收益、增加競爭優勢及增進顧客滿意度的有效管理工具、故廣被國內外公私組織採用。在此同時，有關組織精簡對留任人員所造成的影響, 以及留任人員對於精簡方案的感受、反應與留任人員的感受、反應對精簡後組織運作績效之間的關聯性等方面的問題也逐漸受到討論重視。本研究乃以訂有人員精簡計畫，並已裁減部分人員的台汔、台鐵、中興、高硫、農工等五家省營事業機構為對象，探討其所實施的人員精簡方案與留任員工之組織行為的關係。本研究經由問卷調查分析後獲致下列結果：1.雖然受測的留任員工認為實施精簡使其工作職責加重，不安全感增加，對於精簡方案的規劃內容及實施過程方面也不甚滿意，但是他們對於人員精簡方案的整體評價仍較趨於正面；2.在實施人員精簡方案之後，受測的留任員工其組織承諾並未降低，在工作壓力及工作滿足方面也無明顯變化，而工作績效表現則較精簡前更為良好；3.受測者對人員精簡方案的認知與其精簡前後的組織承諾、工作壓力、工作滿足及工作績效變化情形之間存有顯著相關；4.不同年齡、婚姻狀況、教育程度、服務機關、服務年資、職務性質、職務等級的留任員工對人員精簡方案的認知有顯著差異；不同性別、年齡、婚姻狀況、教育程度、服務機關、服務年資、職務等級的留任員工在精簡後之組織行為變化上有顯著差異。

本研究旨在瞭解臺北市政府都市發展局(以下簡稱都發局)員工工作生活品質與工作績效關聯之現況，探討個人屬性在工作生活品質與工作績效之差異性，及工作生活品質與工作績效間相關性，研究並提供為主管機關改善都發局員工工作生活品質及工作績效參考，提升組織效能。 本研究係採問卷調查法，問卷經預試修正後，以臺北市政府都市發展局為研究母群體，採抽樣調查方式施測，共202份有效問卷。研究問卷內容包括工作生活品質量表、工作績效表及個人基本資料。問卷資料蒐集運用電腦統計套裝軟體SPSS 進行統計與分析，以敘述性統計分析、獨立樣本T檢定、單因子變異數分析、相關分析及多元迴歸分析等推論性統計方法來進行資料處理，本研究經實證研究分析，歸納結果如下： 一、都發局員工對工作生活品質知覺平均有70.79%表示滿意。各因素平均數比率，以「工作層面」最高(73.44%)，其次為「組織層面」(70.24%)，以「個人層面」最低(66.20%)。 二、都發局員工對工作績效程度平均有75.95%表示認同。各因素平均數比率，以「脈絡性績效」最高(79.83%)，其次為「適應性績效」(74.70%)，以「任務性績效」最低(72.30%)。 三、不同個人背景屬性之都發局員工對工作生活品質知覺之差異情形，其中教育程度具有顯著差異存在。 四、不同個人背景屬性都發局員工對工作績效程度之差異情形，其中職務、婚姻狀況、年齡及本機關服務年資等四項具有顯著差異存在。 五、工作生活品質及其因素與工作績效間均具正相關性。 六、工作生活品質構面中「個人層面」及「工作層面」構面等因素對「任務性績效」具有16.3%預測力；另「個人層面」因素對「脈絡性績效」具有19.2%預測力；「個人層面」因素對整體「工作績效」具有19.8%預測力。 根據實證研究及統計分析結果，提出建議如下: 一、對機關行政管理上之建議:增加員工的工作成就感；適度調整福利待遇，以提升員工士氣；建立公平的升遷、考核制度；激發同仁的團隊合作；建立職務輪調機制；定期舉辦員工與局長有約，以瞭解基層心聲。 二、對人事單位之建議：改善機關的獎勵作業方式；增加多元化的訓練課程；加強員工尊榮感；協助員工轉介協談，紓解工作壓力。 三、對員工個人之建議：強化個人對工作的正向思考；加強學習新知的動力；勇於面對環境的變動與未來的挑戰。 關鍵詞：工作生活品質、工作績效、臺北市政府都市發展局 / The purpose of this research is to understand the situation of quality of working life and job performance of civil service personnel of urban development bureau of taipei city government. It discusses the differences of personal property between quality of working life and job performance and the relationship between quality of working life and job performance. It also provides advices for controlling organization to improve the quality of working life and job performance of civil service personnel to increase organization efficiency. Questionnaire survey method is employed in this research while it makes use of urban development bureau of taipei city government and its affiliated civil service personnel as its subjects of research. There are 202 copies of questionnaire are valid. The content of questionnaire includes the scale for quality of working life, scale for job performance of employee and personal information.It uses statistic software SPSS to analyze these data.Descriptive statistics analysis, t-Test, One way ANOVA, Pearson product-moment correlation and multiple-regression analysis are used to process these information. The results are as follows: 1. An average of 70.79% of urban development bureau of taipei city government and its affiliated civil service personnel present their degree of satisfaction about quality of working life.The degree of satisfaction with “work stratification plane” is the highest among all factors (73.44%), and others in order are: “organization stratification plane (70.24%),” and “individual stratification plane (66.20%).” 2. An average of 75.95% of urban development bureau of taipei city government and its affiliated civil service personnel has shown their agreement on job performance.The degree of satisfaction with “contextual performance” is the highest among all factors (79. 83%), and others in order are: “adaptive performance (74.70%),”and “task performance (72.30%)”. 3. Different backgrounds of the public official of urban development bureau have shown different degree of perceptions about quality of working life. Among all the factors, educational background have the most obvious difference. 4. Different backgrounds of the public official of urban development bureau have shown different degree of perceptions about job performance. Among all the factors, position,marital status ,age and the age service seniority have the most obvious difference. 5. Between the quality of working life and the job performance, their factors are all positive related. 6. In the aspect of the quality of working life, it is found that employees have a 16.3% of predicting power to “task performance” regarding the factors of “individual stratification plane ” and “work stratification plane”; There is a 19.2% of predicting power to“contextual performance” regarding the factors of “individual stratification plane”; There is a 19.8% of predicting power to job performance regarding the factors of “individual stratification plane”. According to the research and statistic analysis, suggestions are presented as follows: 1. The recommendation of administrative management: Increasing employee job satisfaction; Appropriately adjust the benefits to boost staff morale;Establishing a fair promotion and performance appraisal system;Inspired team of colleagues;Establishment of job rotation mechanism;. 2. The recommendation of the personnel unit: Practices to improve the agency's award; Increasing a variety of training courses ; Increasing in staff a sense of honor; On the referral agreement to help staff to relieve work pressure;Regular discussions with employees to understand the aspirations of the grassroots. 3. The recommendation of personal:Strengthening the positive thinking individuals to work ;Enhancing motivation to learn new knowledge;The face of environmental changes and future challenges. Keywords: quality of working life, job performance, urban development bureau of taipei city government

台灣電視新聞台林立，其密集之程度在全球相當罕見，而新聞從業人員在同業競爭及新科技發展等現實因素下，所承受之壓力更甚以往，在企業化的經營下，電視台必須考量新聞內容的差異性及多樣性，同時近來壹電視的成立，也造成了電視台不小之影響，在種種環境背景丕變之情況下，更需要進一步了解現今新聞工作者之工作態度及對於工作認同程度，因此本研究藉由電視新聞媒體探討組織文化與組織承諾、工作滿意度、工作績效之關係，希冀提供新聞工作者及電視台經營符合現況之研究結果及實務建議。 本研究之調查對象主要針對電視台新聞記者，並以北部之新聞台記者為主要研究對象，進行量化問卷調查及質性深度訪談方式，透過電視台發放問卷，並安排合適之對象進行深度訪談。除藉由統計分析了解組織文化與組織承諾、工作滿意度、工作績效之關係，亦以深度訪談進行佐證解釋。 研究中發現組織文化對於工作滿意、工作績效、組織承諾均有顯著影響，特別是壹電視記者在組織承諾、工作滿意度、工作績效均優於其他電視台，顯示在特定組織文化上，的確能使得新聞工作者在工作表現上有所提升。另外，組織承諾對於工作滿意、工作績效也有顯著影響，顯示提升組織承諾，當記者認同公司的價值觀和目標後，能使記者恪盡職守，甚至願意在工作之外付出努力。最後，工作滿意對於工作績效也會產生顯著影響，記者的工作滿足來源，來自於認同新聞工作所帶來之社會意義，或是與個人道德觀或價值觀的吻合，當有越高之工作滿意，當然對於工作績效的提升也能有所助益。 / Taiwan has extremely high density of television stations which is rare to see in the world. The journalists face a great competition in the market and the fast development of new technology. They have to suffer more stress than ever. In recent years, television stations are forced to think how to make news contents more different and diverse from competitors. This research focus on the relationship between organizational culture and organizational commitment, job satisfaction and work efficiency in television media and eager to provide practical recommendations for journalists and the managers of television station. This research aims at the television journalists in north Taiwan and uses questionnaire and depth interview to understand their opinions. Questionnaire analysis shows the relationship between organizational culture and organizational commitment, job satisfaction and work efficiency of journalists and depth interview help to give explanations and proofs. According to the result, organizational culture can affect job satisfaction, work efficiency and organizational commitment.Organizational commitment has positive effect on job satisfaction and work efficiency. When journalists identify with organization’s value and prospect, they are willing to put more efforts on their jobs. Moreover, job satisfaction can also affect work efficiency. Journalists are satisfied with their jobs when news reporting brings meaning to whole society or journalists and news reporting share the same value and moral. Also higher job satisfaction can help to improve work efficiency.

隨著女性大量投入勞動就業市場，家庭結構的轉變，核心家庭中的雙薪家庭盛行，兒童照護將不再是女性責任。托兒問題加上少子女化的現況，也已成為目前國家安全的重要課題。 本研究之研究途徑採用「行為研究途徑」，研究方法係採文獻探討法及問卷調查法，樣本來源以北、中、南勞工密集的工業區或科學園區鄰近的12家托育機構為主，總共發出500份問卷，回收443份問卷，刪除無效問卷42份，問卷有效回收率80.2%，分別以描述性統計、t檢定、單因子變異數分析、皮爾遜積差相關及多元迴歸分析等統計方法來探討各變項間之關係。 本研究結果發現： 一、企業提供彈性工時（地點）、托育津貼、員工親職教育活動、員工優質托育機構與資訊的選擇、組成員工托育的成長團體或支持團體對於「工作與家庭平衡」結果顯示有差異，另外，企業提供托兒福利措施中，「產假（陪產假）」對於「員工工作績效」結果顯示沒有差異。 二、企業托兒福利使用程度對於工作與家庭平衡與員工工作績效有顯著相關，並且有預測力。 三、工作與家庭平衡對於員工工作績效有顯著相關，並且有預測力。 四、工作與家庭平衡在企業托兒福利使用程度與員工工作績效之間產生中介效果。 / Nowadays, the structure of family has been changed because the huge numbers of woman are working in labor market. There are many dual-earner household among of nuclear family. Taking care of children is no longer the responsibility of woman, therefore, the current situation of childcare and low fertility have been the most important issues of national security. Behavioral research approach and the method of literature review and structural questionnaire method have been used in this study. The targets of samples included 12 child care institutions which are located in the work-intensive industrial or the neighboring science park among the area of north, middle and south of Taiwan. A total of 500 questionnaires were issued, 443 questionnaires have been recovered, 42 questionnaires are invalid which have been deleted. The effective rate of questionnaire is 80.2%. To find out the relationship among these materials, the method of Descriptive Statistics, t Test, One Way Analysis of Variance, Pearson, Product Moment the Correlation, Multiple Regression have been used in this study. The results showed that: 1. It affects work-family balance if the enterprise provides: flexible working hours (location), child care allowance, the activities of staff parenting education , the information of choosing a quality child care institution and the growth or support group composed of staff. In addition, the result shows that there is no difference if the enterprise provides "maternity leave, (paternity leave)" which is one of the measures of child care welfare. 2. It will affect and predict work-family balance and job performance if the enterprise provides corporate child care. 3. It exists remarkable relationship between work-family balance and job performance. The relationship is also predictable. 4. Work-family balance has become the mediation role of corporate child care and job performance.

本研究的目的針對國內蔚為盛行的產業外移風潮，而大陸地區正在彼岸用無限的商機和減少勞動成本的誘因招手著，如何有效的創造最大的利潤和競爭力正是對大陸投資的臺商共同關切的問題，而企業最大的資產來自於優秀的人才，唯有適才適所才能創造雙贏，因此本研究希望藉由建構客觀的指標性工具--外派管理職能評鑑量表，用以輔助企業有效地找出適切的外派大陸地區之主管。 本研究先透過文獻回顧與整理、標竿主管深度訪談，建構初步的外派大陸地區管理職能量表146題。再透過內容效度、重要性分析後確認了103題當作正式實證測試的正式問卷。本研究共寄出427份問卷，回收有效問卷為221份，有效問卷回收率為51.8﹪。 問卷回收後，進行因素分析篩選出七個外派管理職能的衡量性構面共計有31題。七個構面的內部一致性α值介於0.74 ~ 0.82之間，具備高度的內部一致性。研究結果的七個構面分述於下： 一、處理跨文化事務問題的能力職能群組 主要職能包括具備預防問題發生的能力；具備迅速發現問題的能力；具備對事務、問題的理解、分析、解決的能力；具有面對危機處理，快、狠、準的應變力和行動力；具有替代方案的規劃準備；以及具備跨文化勞資、團隊爭議的謹慎談判和處理能力等等。 二、海外生活的適應性職能群組 主要職能包括具備對挫折的堅忍力；具備容忍不明確的能力特質；能夠自我情緒智商的控制、發展與管理；具備對文化韌性、跨文化的適應力（生活、環境、工作上的適應力）；以及壓力管理、本身抗壓性良好等特質。 三、自我導向職能群組 主要職能包括具備謙虛，對自我要求持續地改善任何缺失之處，不斷地自我超越之特質；定期做喜愛的活動，幫助紓緩新的實體及文化環境所帶來壓力；在異國中能尋找可替代原有嗜好或活動；能夠有充份的自信心和自我的認同；有自我充實、成長與不斷學習新知，以求創新之特性等等。 四、面臨當地各方面環境之決策能力職能群組 主要職能包括具備獨立決策的能力；具備適時企劃、計劃能力；具備多面向和清晰的邏輯、系統化思考力；具備正確、迅速對事務的判斷力；以及具有對數字的敏銳度，以應變政治、經濟環境對市場影響等等。 五、跨文化團隊建立發展能力職能群組 主要職能包括具備跨文化團隊合作的能力；具有創造跨文化團隊的向心力、凝聚力、工作價值；以及具備促進跨文化工作團隊的順利建立、發展與運作的能力等等。 六、透視或體會社會結構同質性職能群組 主要職能包括具備在外派任務中能傳承公司文化和習性並且運用；具有在外派任務中能導入公司的價值觀之認知；具有本地、外地員工間的文化融合的人文特質；及具備尊重當地文化、不本位主義的態度。 七、跨國任務的執行力職能群組 主要職能包括對工作高度的責任感；面面俱到執行任務之實現能力；及具備執行工作的的熱誠、熱情、活力等等。 最後透過迴歸分析的檢驗，驗證出本評鑑量表對外派大陸地區主管人員的工作績效具有顯著性的影響，當中以自我導向職能群組、海外生活的適應性職能群組、透視或體會社會結構同質性職能群組、跨國任務的執行力職能群組的影響最顯著。 / The purpose of this study is to research on the current of Taiwan industry relocation, and the Mainland China is waving with the limitless business opportunity and inducement of the labor cost of the reduction on the other shore, how the effective creation largest profit and competitiveness are exactly common issues deeply concerned of Taiwan corporations of investing in the Mainland China, and enterprise's largest assets come from outstanding talented human resources. The win-win situation could only be created rightly by proper arrangement. Therefore, this research hopes by building and constructing the objective index tool –Expatriate managerial competencies assessment scale, is used to find out the appropriate executive who sends the continent area to oversea operation effectively in auxiliary enterprises. This research is reviewed and put in order through documents first, the model is in charge of depth interview, build and construct preliminary 146 questions of form of the China regional managerial competencies and have confirmed after and then analyzing through content validity . Among them, 103 questions are regarded as the formal questions by the level of importance that formats final questionnaire. Sending 427 questionnaires altogether in this research, there is 221 retrieved the effective questionnaire; the effective rate of recovery of questionnaire is 51.8. After the questionnaire is retrieved, I carry on the factor analysis that has 31 questions to construct the surface altogether to screen seven domains .While Cronbach α between 0.74 to 0.82 in internal consistency, a value of seven domains of managerial competencies, possess the internal consistency of the height. Seven domains of the result of study are divided and stated as follow: First, ability of dealing with the cross-cultural affairs competencies：Possess and preventing the ability that the question happens; Possess the ability to pinpoint the problems rapidly; Possess the understanding, analysis, ability to solve to the affairs, problem; Deal with the crisis, fast, ruthless, accurate adaptability to changes and action strength; There is planning which substitutes the scheme that is prepared; And the prudent negotiation with cross-cultural labor and capital, group's dispute and so on. Second, adjustment of overseas life competencies：Possess the steadfast and persevering strength to the setback. Possess and tolerate the indeterminate ability and specialty. Can self- mood control, develop of IQ manage; Possess it to cultural-toughness, cross-cultural adjustment （life, environment, adaptive capacity at work）; Specialties, such as and pressure management, resisting the pressing well by itself and so on. Third, self-oriented competencies：Possess modestly, to requiring oneself that improves the place of any disappearance continuously, specialty that is surmounting oneself constantly; Do the activity that likes regularly, help to release the pressure which cause by new entity and cultural environment; Ability to find the substitute to take place the original hobby or activity; There can be self-confidence of filling one and self- approval; Oneself substantiates, grows up and studies new knowledge, so that characteristic of innovation ,etc. constantly. Fourth, ability of decision making when facing local environments of various fields competencies：The ability with independent decision making; Possess the enterprise planning in real time, plan ability; Possess and face more with clear logic, systematic thinking; Possess the correct judgment ability to the affairs rapidly; And have it to acumen degree of the figure, the political, economic environment influences etc. the market in order to meet an emergency. Fifth, ability of the cross-cultural team builder and development cluster competencies：The ability with cross-cultural team unity; have centripetal force, cohesiveness, work values of creating the cross-cultural team; And possess and promote smooth setting-up, development and ability of operation which step the cross-cultural work team and so on. Sixth, the similarity of structure of societies competencies：Possess and can pass on company's culture and habits and acquired characteristics and use in sending the task to some other department; Have cognition that can be channeled into the values of the company in sending the task to some other department; Have humane specialty that culture among here, none-local staff merges; Respect local culture, attitude of selfish depart mentalism to possess. Seventh, execution of the transnational task competencies：The sense of duty to the working height; Realization ability to attend to each and every aspect of a matter and execute the task; and the cordiality, enthusiasm, vigor of the one that possess execution assignments and so on. Finally, through regression analysis, it proves that there is a great connection between the assessment scale and the performance mana- gement personnel who is sent to Mainland China. The competencies that with higher influences are self-directed competencies, adjustment of overseas life competencies, the similarity of structure of societies com- petencies, execution of the transnational task competencies.