建構台灣企業員工協助方案模式之研究

Abstract

本研究主要是建構台灣企業「員工協助方案」(Employee Assistance Programs，以下簡稱EAPs)的模式。具體研究目的為：一、探討台灣企業實施EAPs現況。二、建構台灣企業採取不同競爭策略時，所採用之EAPs模式。三、建構台灣企業發展過程在不同生命週期時，所實施EAPs模式。本研究採用個案訪談、專家諮詢、文件分析等方法做跨個案之間的比較分析。 本研究之主要結論如後：一、台灣企業實施EAPs現況為：（一）EAPs之模式可分類為內部主管模式、內部專職機構模式、內外合併模式以及整合模式。（二）EAPs大部分是由人事單位負責，利用內部志工系統、福利委員會、勞資部門、人事單位協調外部資源或是運用整合方式來執行。（三）EAPs內容為教育訓練、諮商輔導、生涯規劃以及健康福利四種。二、台灣企業採取不同競爭策略時，所採用之EAPs模式為：（一）EAPs在競爭策略上，將其歸類為創新、提高品質、低成本與差異化策略。（二）採取「創新」的競爭策略時，所實施EAPs採用內部專職機構模式與整合模式的公司只有半數(1/2，2/4)，而採用內外合併模式的公司高達全部(4/4)，採用內部主管模式亦有3/4之多。（三）採取「提高品質」的競爭策略時，所實施EAPs採用內部主管模式、內部專職機構模式與內外合併模式的公司高達全部(4/4，2/2，4/4)，採用整合模式有3/4之多。（四）採取「低成本」的競爭策略時，所實施EAPs採用內部主管模式、內部專職機構模式與內外合併模式的公司高達全部(4/4，2/2，4/4)而採用整合模式有2/4之多。（五）採取「差異化」的競爭策略時，所實施EAPs採用內部主管模式與內外合併模式有3/4之多，採用內部專職機構高達全數(2/2)，而在採用整合模式為最少只有1/4之多。（六）台灣企業採取各種不同競爭策略的公司，其實施EAPs之目的、內容及實施成效等並無明顯差異，所以EAPs可以適用在採取各種不同競爭策略的公司。三、採取各種不同生命週期階段，其實施EAPs模式有所不同。在萌芽期與衰退期採用內部專職機構模式，在成長期採用內部主管模式，在成熟期分別採用內部主管模式、內外合併模式或整合模式。 本研究主要建議如後：一、對台灣企業實施EAPs現況如下：（一）企業應重視人性化管理，儘早實施EAPs，以利永續經營理念的實現。（二）企業應重視人才，培養人才，並善用人才，進而提昇國家競爭力。（三）企業應配合EAPs模式，並善用志工系統。二、對台灣企業採取不同競爭策略時，所採用之EAPs模式如下：（一）社會應提倡「創新」價值觀，將創新觀念融入生活環境，以利企業生產新產品，造福大眾。（二）企業應重視品質管理，才能永續經營。（三）企業應該主動有服務消費者（顧客）的觀念。（四）企業應視回饋社會為一種責任與義務。（五）企業應重視環境保護與永續經營發展。三、台灣企業實施EAPs應謹慎考慮企業發展過程中，在不同生命週期採用不同的EAPs模式。四、對後續相關研究之建議：（一）對特定產業做深入研究。（二）對特定廠商做深入研究。（三）對研究方法做廣度且深入之研究。（四）對本研究之模式在台灣企業實施EAPs成效做追蹤研究。The main purposes of this study were the development of Employee Assistance Programs Model for Taiwanese Enterprises. The aims of this study were to discuss : 1. The condition of an EAPs model for Taiwanese enterprises. 2. The development of an EAPs model for Taiwanese enterprises with different competitive strategy. 3. The development of an EAPs model for Taiwanese enterprises with different life cycle. The methods were to use case interview, expertise counseling, and document analysis to make comparison in cross-case study. The conclusions of this study were : 1. The condition of at present: (1) Division approach EAPs’ model were internal-chief model, internal-full-duty-department model , internal-external combine model and integration model. (2) Responsibility of personal unit, due to internal free charge system, welfare-committee, labor-employer department, coordinate external resource, use integration to enforcement EAPs. (3) Approach EAPs’ context : education& training, counseling guidance, career-plan and health-welfare. 2.Approach EAPs model in different competitive strategy : (1) Induction competitive strategy were innovation, low-cost, enhance-quality and differential strategy. (2) Uses「innovation」competitive strategy were approach EAPs model which uses internal-full-duty-department and integration in half company, uses internal-external combine model in all company, uses internal-chief model in 3/4 company. (3) Uses「enhance-quality」competitivestrategy were approach EAPs model which uses internal-chief, internal-full-duty-deparment and internal-external combine model in all company, uses integration model in 3/4 company. (4) Uses「low-cost」compettive strategy were approach EAPs model which uses internal-chief, internal-full-duty-deparment and internal-external combine model in all company, uses integration model in half company. (5)Uses「different」competitive strategy were approach EAPs model which uses internal-chief and inter-external combine model in 3/4 company, uses internal-full-duty-department model in all company, uses integration model in 1/4 company. (6) No significant difference in the approach EAPs aim, context and effect from different competitive strategy, so EAPs can fit all company in different competitive strategy. 3. The approach EAPs model from different life cycle was different : Approach internal-full -duty-department model in birth and decline stage, approach internal-chief model in growth stage, approach internal-chief, internal-external combine or integration model in steady stage. The recommendations of this study were: 1. The condition of at present : (1)Early approach EAPs for enhancing human-management in enterprises, with forever business. (2) ‘Manpower’ must be enterprise foundation. (3) Enterprises must match EAPs model, using free charge system. 2. Approach EAPs model with use different competitive strategy : (1)Social enhancement in ‘innovation’ idea. Involved in living environment. (2) Enterprises must enhance quality-management. (3) Enterprises must have the idea of active service for customs. (4) Enterprises must regard social feedback as the duty and obligation. (5) Enterprises must focus on environmental protection and forever business development. 3. Taiwan’s onterprise must be care consider use different EAPs model in different life cycle. 4. Recommendations for relative study in the future were : (1)Deeply study for special enterprise. (2)Deeply study for special company. (3)Deeply and widely study for research method. (4)To do follow study for EAPs effect from this model in Taiwan.