On the Human Capital of Selection Criteria-Case Study on Service Engineers in Financial Industry

• Main Authors: Hsin Pei Wu, 吳鑫沛
• Other Authors: S. P. Wang
• Format: Others
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/w7ev9b

碩士 === 長庚大學 === 商管專業學院碩士學位學程在職專班經營管理組 === 102 === The case study company provides financial service and also serves as the agent of card equipments imported from overseas. To adopt the rapid advance of products and to meet customers’ needs, each year the company has to select service engineers to go abroad for on-the-job training in the original factories. Though engineers believed that being selected means appreciation on job performance, yet most of them had doubts about the unclear procedure and the selection results in 2012. The thesis first concludes from literature in human capital three key indices of selection criteria: education level, relevant work experience and professional skills. Then “average service efficiency value” is particularly defined to represent the index of professional skills needed by the case company. To show the relative importance in the three indices, their weights are obtained by applying analytic hierarchy process (AHP) to the questionnaire filled by the staffs’ supervisor. Also complied with the consistency test in AHP, we found that the selection results in 2012 are the same as evaluating staffs’ human capital data in 2011 with different weights of 17.9% in education level, 13.59% in relevant work experience and 68.51% in the index of professional skills, respectively. This study also found that there is little correlation between the staffs’ education levels and their average service efficiency values. However, high correlation exists between the staffs’ relevant work experience and their average service efficiency values. This implies that to increase the professional skills of financial service engineers, on-the-job training is essential and important. This thesis can be a reference for creating an objective selection criteria based on staff’s human capital.