Utilizing Job-Fuction Quality Function Deployment to Construct Competency Model-The Case Study of C Security Firm

• Main Authors: Chun-heng Lin, 林雋恒
• Other Authors: Ting-lin Lee
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/p6axs5

碩士 === 國立高雄大學 === 亞太工商管理學系碩士班 === 102 === In recent years, security has entered a vicious circle of price competition among the meager profit in a competitive environment, "innovation" and "diligent service" has become an important mode of existence, the case is a type of service company in the industry has enjoyed a good reputation and steady growth; it is full of hard work and attention-dependent services System security sector is the focus of the case company's future development department, and a day in the first line of customer service is the key to security personnel mobility service quality is good or bad, the purpose of this study models of motor functions by creating professional security personnel, standards and provide case basis in training or before the election. The study designs through literature review and correct SERVQUAL questionnaires, functional requirements from the voice of the customer, according to the weights derived service quality, combined with internal experts meeting to process job-function QFD, in accordance with priorities and give the company proposal. In the process of research and analysis through quantitative methods and production test and questionnaire, supplemented reliability, validity, and QFD other ways to verify the execution order of the professional functions of the project, according to the analysis found that the internal meetings of experts selected 15 before five professional functions should be performed priorities are: "ability to execute", "communication skills", "emotion management skills", "creative thinking ability" and "customer service oriented", with priority establish professional functions model systems not only provide the security department of case company related information, can assist in the recruitment of the selection, the effective management of staff performance management and training and development, to enhance organizational competitiveness and strengthen competitive advantage. In this study, the maximum contribution is the first time to apply new tool, “Job-function QFD” for customer-oriented service quality analysis, and thus establish a functional model.