校友會服務機制與服務關鍵項目之探討

Abstract

每個學校皆把校友視為寶貴的資產，但往往卻只注重校友對母校之回饋，卻忽略了對校友的服務工作。一般國內的學校，對校友的服務機制不夠健全，與校友的關係通常是不平衡的互動關係。但若以整個系統的角度來看，這個系統長期處在不平衡的狀態，也許短時間可以因為某種特殊因素維持著關係鏈，但當因素消失或變薄弱時，連接的鏈可能就會斷掉，當然關係依然存在，只是此關係鏈可衍生出之價值變小了。因此，擔任學校與校友間橋樑之校友會，便需負責補強此關係鏈，也就是要擔負起服務校友之任務。 本研究首先將學校、校友會、校友、在校學生互動關係做完整之整理，並建構各單元之關連圖及相對應關係。另以交通大學校友會為個案，探討其現況、入會會員分析，並對交大校友及從事校友服務人員以問卷之方式，比較各種服務機制對增加校友向心力之影響。 歸納本研究結論，有關校友會服務機制與服務關鍵因素，主要項目為： 1. 交大校友會會員分析 2. 相關校友服務單位的互動 3. 校友服務電子化 4. 交大校友服務問卷回函之關鍵服務項目分析 5. 各校校友服務問卷回函之關鍵服務項目分析 6. 校友服務人員認為校友服務成功之關鍵因素 7. 校友會之功能定位及經費來源 8. 校友服務與校友會宗旨 釐清校友對此選擇服務內容之態度，預估參與每個項目校友之回應，及校友會提供此項服務所需人力、物力及經費之狀況，方可獲得整體服務之最佳效果。

Alumni are regarded as valuable assets of every school. However, people only put emphasis on the alumni’s feedback for mother school, but neglect to return the favor by providing proper service to them. Generally, the service mechanism of domestic schools hasn’t been set up so completely that the interaction between school and alumni remains unbalance. Nevertheless, in the view of the whole system, the existing unbalance situation may still remaine its relation chain under some special factors. But once such factors were vanished or became weaker, the relation chain may be disconnected, or the relation may still exist but the original value chain derived from the relation chain will gradually be faded out. Therefore, the alumni association, being the role of the bridge between school and alumni, has to be responsible for reinforcing that relation chain, that is, to provide proper service to alumni. Firstly, the research completely methodizes the interaction relationship among school, alumni association, alumni and students. Then, the relational charts and comparative relations for all units are constructed. Furthermore, it inquires the current conditions of the alumni association of Chao Tung University and use it as case study. Finally, it compares the influence on alumni by all kinds of service mechanism by studying the questionnaires designed for those alumni and service faculties in all domestic colleges and universities. To sum up, the items of the service mechanism and service key factors is concluded as following: 1. Analysis of alumni members 2. The interaction between related alumni service departments 3. Electronic service for alumni 4. Analysis of key service items generated from NCTU alumni questionnaires 5. Analysis of key service items generated from alumni questionnaires of other schools 6. Key factors regarded by alumni service faculties 7. Orientation and funding agency of alumni association 8. Objectives of alumni service and alumni association After substantiating the requirements of service from alumni, evaluating necessary human and material resource from alumni association, and reviewing feedback from participated alumni, we can acquire the best effect of integral service.