（业务管理）台湾寿险业务员训练需求评估D.doc

台灣壽險業務員訓練需求評估－Delphi Study之應用台灣壽險業務員訓練需求評估－Delphi Study之應用范姜肱 鄭鎮樑 蔡世傑元培科學技術學院企管系實踐大學風險管理與保險系元培科學技術學院研發處摘要本研究主要目的是要確認台灣在此變化迅速之環境中，如要成為一位稱職之壽險業務員，其必須具備之能力應為何本研究經德飛法（Delphi）等相關質性研究(qualitative research)與數量方法(quantitative research)之應用，得知專家學者們所一致共同確認之十項壽險業務員應具備之能力本研究發現專家學者對此十項應具備能力之重要性排序有顯著之差異壽險公司人力資源管理者在規劃壽險業務員教育訓練課程時應把焦點集中在本研究所確認之十項應具備能力，而十項應具備能力之排序，可幫助人壽保險公司人力資源管理者擬定訓練計劃時之參考，如此才能在有限預算與時間內，達到最大之訓練效果有助於提高台灣人壽保險業務員之訓練績效 關鍵字：needs assessment, Delphi study, life insurance, sales representatives, necessary competence.Training Needs for Taiwan Life Insurance Sales Representatives- Delphi Study ApproachABSTRACTNeeds assessments for life insurance sales representatives should be updated to fit a rapidly changing environment in Taiwan and the training courses a life insurance company delivers need to adapt to learner needs and desires. Needs assessment is the first step to develop a training program and this process should consider factors of organizational and job needs. The life insurance market in Taiwan changed due to globalization, population aging, and information technology innovation. At the same time, many financial institutes began to reorganize, such as merging and acquiring each other or became a member of a financial holding company.The purposes of this study were to: (a) conduct a needs assessment to identify updated necessary competencies for life insurance sales representatives for the rapidly changing life insurance environment in Taiwan; and (b) identify priority training for sales representatives in life insurance companies.A mixed-method approach was employed in this needs assessment research and identified rankings of necessary competencies for the insurance sales representatives. The emphasis was on qualitative data from three rounds of standardized interviews via Delphi research technique, with quantitative data analyzed by Wilcoxon Signed Rank Test was used to help rank necessary competencies and interpret results from the qualitative data. The Delphi panel (N = 10) was selected by purposive sampling of people with a known involvement or expertise in life insurance sales training.Besides the seven necessary competencies identified by this study in the first place, the Delphi panelists suggested three additional necessary competencies for life insurance sales representatives. The Delphi panelists also indicated a significantly different agreement level between some necessary competencies. The findings of this study may help life insurance companies design more effective training for their sales representatives. Moreover, this study may help life insurance companies identify priority of training needs under shortage of time and budget. INTRODUCTIONA number of studies have looked at the relationship between training and productivity and found evidence of a direct link. Holzer et al. (1993) conducted a survey looking at how productivity change across firms was related to changes in training. Bartel (1994) studied the link between training and productivity and worked with samples of approximately 150 firms. The finding of Bartel’s study revealed a positive effect of training on productivity. In addition, according to research funded by the British Economic & Social Research Council’s Future of Work Programmer, companies implementing training may be rewarded with greater productivity (“Training and Development”, 2003), as well as solidifying their position in a changing, and increasingly competitive market place. The financial service industry, including banks, insurance, and securities usually face issues of compliance, security, and regulation in practice. These issues put pressure on companies to train their employees to do the right thing (Harris, 2004). Therefore, human resource management needs to pay more attention to investing and training sales representatives effectively, as well as providing the tools they need to help businesses be productive (Shephard, 2001). According to the findings of a survey conducted by Mellon Financial Corporation in 2003 (“Training and Development,” 2003), training was helpful for sales representatives to improve their productivity. In recent years, Taiwan has continued its privatization, liberalization and deregulation process (Kwon, 2002). It introduced the Financial Institutions Merger Law in 2000, the Financial Holding Company Law in 2001, and the Financial Supervisory Board Law in 2001. These laws offer a legal basis for the creation of financial holding companies that offer banking, insurance, securities and financial services through their subsidiaries, and also permit joint-marketing efforts among subsidiaries of financial holding companies (Kwon, 2002). In 2002, Taiwan became a World Trade Organization (WTO) member. In response, it was expected that domestic financial institutions would face strong competition with foreign institutions and, 。