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中文論文名稱 勞務外包考量因素與關係品質對組織績效之評量-以台北捷運公司為例
英文論文名稱 The Evaluation of the Labor Outsourcing factors of considerations and Relationship Quality in the Organizational Performance-A Case Study of Taipei Rapid Transit Corporation
校院名稱 淡江大學
系所名稱(中) 企業管理學系碩士在職專班
系所名稱(英) Department of Business Administration
學年度 96
學期 1
出版年 97
研究生中文姓名 郭松鑫
研究生英文姓名 Sung-Hsin Kuo
學號 794450238
學位類別 碩士
語文別 中文
口試日期 2008-01-15
論文頁數 79頁
口試委員 指導教授-吳坤山
委員-莊忠柱
委員-楊立人
委員-吳坤山
中文關鍵字 勞務外包  外包因素  關係品質  組織績效 
英文關鍵字 Labor Outsourcing  Outsourcing factors of considerations  Relationship Quality  Organizational Performance 
學科別分類 學科別社會科學管理學
中文摘要 論文提要內容:
近年來由於產業結構迅速變化,企業在面臨產業日趨成熟、甚至衰退的狀況下,無不亟思如何降低成本、調整企業體質,因此產業型態與雇用模式亦出現有別於以往的變化,組織規模漸趨向精簡與扁平化、專營於某塊專業利基的顧問業紛紛崛起,加上求職者工作價值觀的改變,終身雇用制之式微等等現象,許多企業紛紛採行各種措施,如組織再造、縮減規模與勞動彈性化等,期望能專注於本身專長的核心優勢,並將非本身專長的工作以外包的方式來降低成本。
台北捷運公司為增進事業經營自主權及提高經營績效,加上營運路網持續擴充,在運輸服務及設備維護業務上幅度更加龐大,其人力需求必持續成長,為此將組織中屬於非核心的業務改以外包的方式交由專業廠商代為執行。但組織在採用勞務外包決策時應考量哪些重要因素?是否採行勞務外包?又相關工作採行勞務外包時與外包商的關係品質與組織績效是否顯著的關係,此乃本研究主要目的。
本研究從相關的文獻探討開始著手,再根據其理論基礎建立本研究之架構與假設,並選用適當的量表為研究工具,經抽取台北捷運公司組織內與營運直接關係的部門中、基階層管理人員成員740人為對象實施問卷調查。針對回收的有效樣本450份資料,進行信度分析、敘述性統計、相關分析及相關迴歸分析。經實證分析和討論後,獲致主要結論如下:
1. 外包考量因素對維修外包有顯著的正向影響。
2. 外包考量因素對運務外包有顯著的負向影響,。
3. 維修外包對組織績效有顯著的正向影響,且對組織績效的「效能與效率」、「員工滿意度」及「員工士氣」有顯著的正向影響。
4. 關係品質對組織績效有顯著的正向影響。
最後,依據研究結論,對台北捷運公司及未來研究提出具體建議,以供參考。
英文摘要 Abstract:
In recent years, due to industrial structure changing rapidly, enterprises face the situation that the industry has been relatively mature and even recessional, they invariably deliberate on how to reduce cost and adjust enterprise constitution. Therefore, types of industry and recruitment mode change different from the past years, namely, the scale of organization gradually tends to be streamlined and flat, consulting industry rise abruptly, job seeker’s work values change, permanent recruitment is weak, etc. Many enterprises adopt various measures, such as, restructure of organization, scale reduction, and labor flexibility, etc, anticipating that concentrate their attention on core advantages and outsource the job that is not their specialty to reduce the cost.
To promote decision-making power of enterprise management and enhance effects, Taipei Rapid Transit Corporation (hereinafter referred to as TRTC) has wider management range on transport service and maintenance work with the expansion in the Taipei Metro network. The manpower requirements have certainly increased. For this reason, TRTC outsourced the un-core jobs to professional contractors. But when an organization adopts outsourcing policy, what factors should be considered? Adopt outsourcing or not? When adopting outsourcing policy, is there a remarkable relationship between outsourced contractor’s relationship quality and organizational performance is the main purpose of this thesis.
This thesis starts from relevant document discussion, set up this thesis’s structure and hypotheses based on its theory basis and choose applicable scale as a research tool. 740 people who are medium or basic level staff were conducted questionnaire survey. Aiming at 450 valid samples, reliability analysis, descriptive statistics, related analysis and related regression analysis are conducted. After evidence analysis and discussion, the main conclusion is as follows:
1. Outsourcing factors has a remarkable positive influence on maintenance outsourcing.
2. Outsourcing factors has a remarkable negative influence on operation outsourcing.
3. Maintenance outsourcing has a remarkable positive influence on organizational performance, and also has a remarkable positive influence on efficiency, employee satisfactory degree, and staff morale.
4. Relationship quality has a remarkable positive influence on organizational performance.
In the end, in compliance with the conclusion of the thesis, concrete suggestions are brought up for TRTC and future research for reference.
論文目次 目 錄
頁次
目錄 I
表目錄 III
圖目錄………………………………………………………………………………..Ⅵ
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題與目的 3
第三節 研究流程 4
第二章 文獻探討 6
第一節 台北捷運公司的營運概況 6
第二節 勞務外包 10
第三節 關係品質 20
第四節 組織績效…………………………………………………………………25
第五節 勞務外包、關係品質、組織績效的關聯…………………….………...29
第三章 研究方法 .31
第一節 觀念性研究架構 31
第二節 變數操作性定義與衡量 32
第三節 研究假設 35
第四節 研究範圍及對象 37
第五節 抽樣設計 37
第六節 資料分析方法 38
第四章 資料分析 ……………………………………………………………..40
第一節 資料分析方法 40
第二節 問卷信度及效度……………...……………………………….…………47
第三節 二分類羅吉斯迴歸分析………………………………………….......….48
第四節 研究變數之間的相關性分析.…….……………………………….…….51
第五節 外包因素對外包內容之影響……………………………………………54
第六節 外包內容對組織績效之影響……………………………………………57
第七節 關係品質對組織績效之影響……………………………………………60
第五章 結論與建議………………………………………………………….….…65
第一節 研究結論…………………………………...…………………………….66
第二節 研究建議………………………………………...……………………….67
參考文獻……………………………………………………………………………..71
一、中文部分 71
二、英文部分 72
三、網路部份 75
附錄:勞務外包問卷………………………………………………………………….76

表目錄
頁次
表2-1 台北捷運公司成立及通車歷程.. 7
表2-2 各部門業務職掌一覽表………………..…………………..…………..……..9
表3-1 勞務外包因素操作性定義 33
表3-2是否採行勞務外包因素操作性定義...............................................................33
表3-3 關係品質因素操作性定義..............................................................................34
表3-4 組織績效操作性定義………………………………………………………..35
表4-1 研究樣本性別統計………………………..…………………………….…...41
表4-2研究樣本年齡統計...........................................................................................42
表4-3研究樣本教育程度統計...................................................................................42
表4-4 研究樣本婚姻統計…………………………………………………………..43
表4-5研究樣本部門別統計.......................................................................................43
表4-6研究樣本任職公司年資統計...........................................................................44
表4-7研究樣本公司職位統計...................................................................................45
表4-8研究樣本是否採行勞務外包統計...................................................................45
表4-9研究樣本維修外包內容統計...........................................................................46
表4-10研究樣本運務外包內容統計..........................................................................46
表4-11信度分析表......................................................................................................47
表4-12是否採行勞務外包Hosmer與Lemeshow檢定表.........................................49
表4-13是否採行維修外包分類預測表.....................................................................49
表4-14是否採行運務外包分類預測表.....................................................................50
表4-15是否採行維修外包羅吉斯迴歸分析表..........................................................50
表4-16是否採行運務外包羅吉斯迴歸分析表.........................................................50
表4-17是否採行勞務外包與依變數相關係數表….................................................53
表4-18關係品質與依變數相關係數表.....................................................................54
表4-19外包因素對維修外包之迴歸分析彙整表.....................................................55
表4-20外包因素對運務外包之迴歸分析彙整表.....................................................55
表4-21外包因素對採行維修外包之迴歸分析彙整表..............................................56
表4-22外包因素對採行運務外包之迴歸分析彙整表..............................................57
表4-23是否採行勞務外包對組織績效之迴歸分析彙整表......................................58
表4-24是否採行勞務外包對勞動成本之迴歸分析彙整表......................................58
表4-25是否採行勞務外包對效能效率之迴歸分析彙整表......................................59
表4-26是否採行勞務外包對員工滿意度之迴歸分析彙整表..................................59
表4-27是否採行勞務外包對員工士氣之迴歸分析彙整表.....................................60
表4-28關係品質對組織績效之迴歸分析彙整表.....................................................61
表4-29「溝通」因素對組織績效之迴歸分析彙整表..............................................61
表4-30「信任」因素對組織績效之迴歸分析彙整表..............................................62
表4-31「承諾」因素對組織績效之迴歸分析彙整表..............................................62
表4-32「滿意」因素對組織績效之迴歸分析彙整表..............................................63
表4-33假設驗證結果一覽表…………………………..............................................65
















圖目錄
頁次
圖1-1 研究流程 5
圖2-1 台北捷運公司股東結構圖 8
圖2-2 台北捷運公司組織結構圖…………………………………………………....8
圖3-1 觀念性研究架構圖……………………………………………..………...….31


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三、網路部份
1. 行政院勞工委員會網站 http://www.cla.gov.tw
2. 台北大眾捷運股份有限公司網站 http://www.trtc.com.tw
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