雇主聘僱外籍看護工到台灣從事照顧病人的工作，初期的語言溝通及照顧病人所需的照護能力，是外籍看護工能否勝任工作的重要因素，個案Ａ仲介公司為解決顧客之困擾及提升顧客服務品質，投入人力與財力設計開發之外籍看護工服務平台App，藉由此數位服務平台提供各類外籍看護工語言與技能學習課程，讓外籍看護工在工作之餘，能透過App依照公司所安排之訓練計畫學習專業技能課程。 本研究主要探討個案Ａ公司外籍看護工利用服務平台App學習語言與技能對於顧客服務品質提升之效益，本研究主要採用個案研究法，包括次級資料的蒐集與Ａ公司所引進的四位外籍看護工及四位雇主進行人員訪談，再進行資料彙整與推論。經本研究深入分析探討後發現，個案Ａ公司除了致力於提升服務品質，提高雇主及外籍看護工的滿意度外，並成立專業服務團隊，善用各類管理工具，設計開發外籍看護工服務平台App，安排適當之訓練計畫，讓外籍看護工得以紮實的完成專業技能課程。此為個案Ａ公司的創舉，具有獨特性，不僅可以帶動整體產業的數位提升，良性競爭，進而共同合作，造福全體的雇主及外籍看護工。 針對本研究個案歸納出以下結論：(1)人力仲介公司必須致力於提升服務品質，提高雇主及外籍看護工的滿意度；(2)設計開發外籍看護工服務平台App對於服務品質之提升確實有所助益；(3)帶動整體產業的數位提升，良性競爭，進而共同合作，造福全體的雇主及外籍看護工。 本研究針對個案Ａ公司提出以下之建議，作為營運策略之參考：(1)鼓勵雇主及外籍看護工共同學習，並提出改善建議內容；(2)提前訓練延伸至國外訓練中心；(3)善用大數據的收集做為日後改善的依據及提出相對應的解決方案。;Employers hire foreign caregivers to take care of patients in Taiwan. Initial language communication and the ability to take care of patients are important factors for foreign caregivers to be able to do their jobs. In case A, the agency has been investing on manpower and financial resources to design and develop a service platform APP of foreign caregivers for solving customers’ problems and promoting the quality of services, through this digital service platform, foreign caregivers would be provided with various languages and skill learning courses according to an arranged training plan made by company. This research mainly explores the efficiency of the service platform App used by foreign caregivers of company A to learn languages and skills for improving customer service quality. Case study would be used by this research including data collection and interviews with four foreign caregivers and their employers in which company A is agency and following data compilation and inferences. After in-depth analysis and discussion, it is found that in addition to improving service quality and improving the satisfaction of employers and foreign care workers, Case A Company has been establishing a professional service team, making good use of various management tools, and designing and developing a foreign caregivers service platform App to arrange appropriate training programs, so that foreign caregivers can solidly complete professional skills courses. This is a unique initiative of Company A. Not only driving the digital improvement of the entire industry and promoting healthy competition and then work together, but also benefiting all employers and foreign caregivers. The following conclusions are drawn based on the case of this study: (1) Human resource agencies must be committed to improving service quality and the satisfaction of employers and foreign caregivers; (2) Designing and developing a service platform APP for foreign caregivers do have a positive effect on the improvement of service quality. (3) Promoting the digital improvement of the overall industry, healthy competition, and then work together to benefit all employers and foreign caregivers. The following suggestions made by this study are provided to case A company as a reference for operation strategy: (1) Encourage employers and foreign care workers to study together, and put forward suggestions for improvement; (2) Advance training extended to foreign training centers; (3) Make good use of the collection of big data as the basis for future improvement and propose corresponding solutions.
