Performance Appraisal and Outsourcing in the Government Funded Enterprises:The Customer Service Center in Central Taiwan Power Company Case Study

• Main Authors: Chien Chih Lin, 林建志
• Other Authors: 傅恆德博士
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/26586234734986064753

碩士 === 東海大學 === 公共事務碩士在職專班 === 99 === n a fast changing world, companies must meet the customer demand and provide satisfactory service. Taiwan Power Company wants to promote its name brand and established a Customers Complain Service Center to enhance the service quality. The call center’s staff needs to have an ability and the specialty to solve problems. How to design performance appraisal system and elimination system will be the key points. To understand the staff’s opinion about the present performance appraisal, this research will use in-depth interview methodology. After interviewing 20 staffs from the call center, the findings showed that the staff believes the performance appraisal gives them a standard for efficiency. The existing method is more punishment oriented that should be changed to encouragement oriented. The existing performance appraisal system should increase the following measures: to provide full attendance bonus or increases the achievements bonus；to enhance parallel peer appraisal standard, encourage associates proposal to share, and the initiative concern from the managers. In the elimination system aspect, the company should announce the elimination system standard for a certain period before the appraisal to proceed, so as to carry out the elimination mechanism fairly.