壽險業內勤各層級行政人員激勵模式之探討－行政主管觀點實證

Abstract

內勤的行政員工，做的都是支援性的例行性工作，他們的績效難以用數字來衡量與評估，因此，如何找到合適的激勵模式來鼓舞他們，對於管理者而言，是很大的挑戰。同時，不同層級的人員應該使用不同的激勵模式才可以達到真正鼓勵他們的效果。

本研究試圖以內容激勵理論將內勤行政人員劃分為：安穩型、上進型、願景型三個層級，並以過程激勵理論找出適合不同層級人員的激勵模式。

本研究採用問卷調查的方式，針對具有績效考核經驗的壽險業的部門主管，探詢他們是否同意內勤行政員工可以依層級劃分成上述三型，以及是否同意各層級人員所適用的激勵理論。經上述部門主管之55份有效問卷回覆，其中72.7%的主管同意內勤行政人員劃分為：安穩型、上進型、願景型三個層級， 80.0%的主管同意安穩型員工適用公平理論的激勵、74.5%的主管同意上進型員工適用期待理論的激勵、87.3%的主管同意願景型員工適用目標設定理論的激勵。

透過這個研究，進一步提供給管理者瞭解員工所處的階層以及適合的激勵模式，透過合適的激勵，達到提高員工績效的真正目的。

It is a challenge for managers in the life insurance industry to motivate the adminitrative staff at all levels. Due to the factor that these staff only doing daily routine paper works, there is no figure of achievement to check whether these adminitrative staff meet the goal which set by the company or not. And, there are different motivation models to encourage the different levels of the adminitrative staff.

This study try to divide the adminitrative staff to three types of hierarchy: stable type, motivated type and vision type based on content motivation theory.Then try to find the suitable motivation models for them by using process motivation theory.

This study is based on a survey of the managers who have experience of management in life insurance companies. The questionnaires posed the question of whether they agree with that the adminitrative staff can be divided into three types: stable type, motivated type and vision type? And what kinds of motivation theories can be applied to them? Of a total 55 questionnaires feedback show that 72.7% of the managers agree with the adminitrative staff can be divided into the stable type, the motivated type and the vision type. 80.0% agree with the stable type of the adminitrative staff fit Equity theory; 74.5% agree with the motivated type of the adminitrative staff fit Expectancy theory and 87.3% agree with the vision type of the adminitrative staff fit Goal-setting theory.

This study can help the managers that work for the life insurance industry to enhance their management skill in the field. If all the managers understand their adminitrative staff fit in a certain hierarchy, then the managers surely can easily to motivate them by the right method, and enhance their performance.