企業導入行動學習於教育訓練之現況探究

Abstract

本研究旨在探討企業導入行動學習於教育訓練之現況、影響研究企業導入行動學習的因素，以及行動學習如何提升研究企業的教育訓練成效。本研究以深度訪談方式，針對三家企業，包括高科技業、人身保險業和物流業，訪談其教育訓練人員與負責行動學習的部門或教材合作廠商共六名研究對象。 本研究以Motiwalla（2007）的行動學習框架為資料分析的參考模式，研究結果顯示，三家企業皆以個人化的學習為主，且因應企業需求，PUSH模式可讓人身保險業和物流業快速將產品資訊發送給員工，PULL模式則可隨時讓第一線的服務人員獲取可提供給客戶的相關資訊。 本研究歸納影響企業導入行動學習的因素有：高階主管的支持、同業競爭、專業人才、行動載具、工作特性、保密性、網路連線和行動內容。企業導入行動學習的動機大多來自高階主管支持，但人身保險業因同業間的競爭，在專責單位的主導下，導入的速度與範圍較高科技業和物流業為快與廣。高科技業和物流業則分別因內容保密性和工作特性的考量，行動教材以通則性且簡單的內容為主。 研究結果得知：企業認為行動學習具有可隨時隨地進行複習的好處；對於講求團隊精神的物流業而言，行動學習的社群功能可提高員工間的互動、凝聚員工向心力；符合學習習慣的行動載具操作方式則讓人身保險業對於產品資訊能有更靈活的呈現模式。

This study investigates the implementation of mobile learning in enterprise training, factors influencing enterprises’ adoption of mobile learning, and the effectiveness of mobile learning in improving enterprise training. Focusing on three-types of enterprises (i.e., a high-tech company, an insurance company, and a transportation company), the researcher interviewed six participants who are responsible for the enterprises’ job training and mobile-learning. The mobile-learning framework proposed by Motiwalla (2007) is used as an analytical model for data analysis. The results show that employees of the insurance company and the transportation company receive job relevant information via their mobile devices, and that this type of information-transmission is consistent with the PUSH model. Additionally, employees on customer service can actively retrieve information via their mobile devices to provide customers with interested information, and this is the so-called PULL model. This study concludes several factors that could influence enterprises’ adoption of mobile learning, and the factors include: support from officers of top management, business competition, availability of professionals, availability of equipment, work characteristics, confidentiality, network connectivity, and learning content. The most common motive to adopt mobile learning in enterprise training is the support from top officers. However, the adoption of mobile learning in the insurance company is faster and more extensive than the ones in the high-tech company and the transportation company due to the business-competition factor. The concerns about confidentiality and work characteristics in the latter two companies result in general and simple content design of mobile learning. The findings indicate that enterprise training benefits from the mobility of mobile learning which means employees could review learning experiences and content anytime and anywhere. To the transportation business which values cooperation and collaboration, mobile learning could provide employees with opportunities of online-community interaction. Intuitive operation of mobile devices allows the insurance agents to flexibly present their ideas and products to customers.