職能(Competency)一直是近代人力資源領域裡的顯學，將職能導入企業，成為人力資源各項政策制定與執行的基礎，亦早已以被國內外大型企業應用多年，並成為招募選才、人才訓練以及績效管理之基石。然而，找出公司需要的職能、並導入企業內部，對於國內眾多中小企業而言，仍有著相當的門檻。其主要原因在於委外導入的時間與費用的導入成本較高，而若由公司內部自行導入，則多半都是利用問卷調查與統計的方式來蒐集與彙整為主，其他公司的參考資料為輔。此方式雖不需要花費大筆顧問費用，但需花費相當多的時間成本，通常執行到一半就很容易胎死腹中。本研究擬運用的方法論為品質機能展開法，透過兩個面向的交互展開，協助個案公司導入主管職能模型，以建立個案公司主管階層之管理能力指標，並期能夠將此方法加以應用於其他中小企業中。本研究之結果顯示，運用品質機能展開法所建置的職能模型，能夠協助企業內部有效縮短建置程序與成本，對於規模不大、資源有限的中小企業而言，是建立職能模型的另一種可行方案。Competency model is the most popular applications of human resource filed since 1990s. Compare to other applications, competency model provides the best solution in recruiting and staffing, employee training and development, performance management and talent management in human resource management via three ways: builds, buys and borrows. However, establishing a competency model which fits well for the small-and-medium-sized enterprises (SMEs) in Taiwan is complex, pricy and time-consuming. Quality Function Deployment (QFD) method, which characterized with logically multidimensional-deployed structure, serves as a better way to improve the model-building process. The purpose of this study was to establish a managerial competency model as an index for management performance via QFD. This study described the whole processes of model building with QFD through a case study. The results indicated that QFD was an effective tool in building up the managerial competency model for human management. Findings of this study could provide valuable information for the SMEs in Taiwan in human resource field such as performance management, leadership and employee development.
