Applying Kano Model and IPA to Explore Taiwanese and Foreign Employees’ Job Satisfaction–An Example of L Company in the Food Industry

碩士 === 國立清華大學 === 工業工程與工程管理學系碩士在職專班 === 103 === Due to the nature of the food manufacturing industry’s products and manufacturing procedures, there is always a high demand for workforce. In comparison with general industries, working at the food manufacturing industry is more physically demanding. A...

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Bibliographic Details
Main Authors: Li, Bing Sin, 李秉欣
Other Authors: Wu, Chien Wei
Format: Others
Language:zh-TW
Published: 2014
Online Access:http://ndltd.ncl.edu.tw/handle/944u2g
Description
Summary:碩士 === 國立清華大學 === 工業工程與工程管理學系碩士在職專班 === 103 === Due to the nature of the food manufacturing industry’s products and manufacturing procedures, there is always a high demand for workforce. In comparison with general industries, working at the food manufacturing industry is more physically demanding. As such, businesses also recruit foreign workers in addition to employing local workers. However, foreign workers are different from local Taiwanese workers in terms of cultures, local customs, religious beliefs, and job satisfaction. In order to have satisfied customers, a business must have satisfied employees first. For that reason, a business’s human resources management strategies not only have to value employees’ satisfaction but also have to have an international outlook in order to effectively management employees of different nationalities. Therefore, this study applied a questionnaire based on six staff background variables (nationality, gender, age, education, nature of work, and seniority) and five measuring dimensions (leadership, work content, colleague relationship, salary and benefits, and work environment) to explore the real experience of Taiwanese and foreign employees at case company through Kano Model and IPA analysis techniques to classify the two-dimensional quality elements, to identify the real causes impacting importance of satisfaction, and to understand the potential and actual needs of employees. Firstly, the two-dimensional quality elements for each work satisfaction question were identified based on the reverse and straight question choices in the Kano Model. Then extent of satisfaction and extent of dissatisfaction were calculated to draw the two-dimensional satisfaction matrix for Kano Model and the improvement program fro each quadrant was proposed. Furthermore, the importance and performance level for each work satisfaction question were obtained with IPA analysis and IPA two-dimensional matrix was plotted to understand the actual situation. Finally, Kano Model and IPA analysis were jointly utilized in the analysis of case company for the identification of significant differences between Taiwanese and Philippines staff in their two-dimensional quality elements. Improvement measures and priorities for different ethnic groups based on their actual situation were proposed for human resource management department as reference for work satisfaction improvement.