職能理論探討：人力資源客戶經理職能之個案研究

Abstract

目前國內的職能研究，大多以建立某職位的職能模型為主，或是研究職能與個人或組織績效的關係，然而，在職能的定義上與如何衡量的方法上仍然存在許多模糊不清之處。另外，在現有文獻的定義中，也未強調職能的情境特殊性，提出職能與傳統工作資格的差異。因此，本研究經由文獻探討，比較出職能與傳統工作資格的差異是職能著重在工作角色的表現，並且具有情境依附性。歸納出工作職能的特性，包含情境依附性，部份到整體性，職能在概念上的涵蓋性，職能包含自我教導與創新能力等，並提出工作職能與管理情境之架構和職能的涵蓋性等假說。再透過人力資源客戶經理之職能的個案研究結果，對照本研究提出的假說，將職能放入情境的架構，期望對於職能的定義有更清楚的了解。

In the literature, competence research has been conducted to create models to specify the competencies of different job positions or to examine the effects of competencies on individual employee’s or organizational performance. The definition and the measurement of competency, however, still remain vague and under-specified. My review of literature suggests that the organizational and situational contexts where a job is embedded have been largely neglected by researchers while defining and measuring job competencies. On the basis of an empirical analysis, this study intended to clarify the differences between a competency and a job qualification. This study argued that a competency model should focus on the context where a job is situated and the factors that contribute to the performance of a job. On the basis of systems theory, this study suggested that the definition and the measurement of job competency need to include the two systemic dimensions of the situational context of a job—closed vs. open and part vs. whole. Following the changes in job positions from lower to higher level in an organization, the competencies required will expand from processing work activities in a subsystem to handling management of a whole system and from mastering work skills of a job to flexibly responding the problems and changes in internal and external organizational environments. I used semi-structured interviews to collect data concerning job competencies from the low, middle, and high levels of HR account managers of a semi-conductor company. Grounded-theory methods were used to analyze the data and the results supported the above argument. This research provides a new perspective on the thinking of job competency and a new method for assessing the competencies of different jobs within organizations.