Supervisor Singfor Life Insurance Company Mr

(1)

APPENDIX A: PRESENT JOB TITLES AND WORKING COMPANY OF DELPHI EXPERTS

Name Present Job Title Working Company

Ms. Liang HR Sr. Supervisor Singfor Life Insurance Company Mr. Lin Assistant Vice President of

Marketing and Distribution Support

AEGON Life Insurance Company

Ms. Lee HR Recruiting Manager Nan Shan Life Insurance Company Mr. Tseng HR Assistant Manager Kuo Hua Life Insurance Company Mr. Lee HR Sr. Supervisor Shin Kong Life Insurance Company Ms. Jan HR Sr. Supervisor Mass Mutual Mercuries Life

Insurance Company

Mr. Du HR Manager Hontai Life Insurance Company Mr. Huang HR Manager ING Life Insurance Company of

America, Taiwan Branch

Ms. Wu Vice President Winterthur Life Insurance Company Ms. Chung HR Sr. Supervisor American Life Insurance Company,

Taiwan Branch

Ms. Liu HR Assistant Manager AEGON Life Insurance Company Ms. Chang HR Sr. Supervisor AEGON Life Insurance Company

(2)

APPENDIX B: THE DELPHI INSTRUMENT FOR ROUND 1

A. Labor Costs

Strongly Agree Agree Neutral Disagree Strongly Disagree

KPIs

5 4 3 2 1 1 HR cost rate

2 Labor Productivity

3 Proportion of total salaries to revenue 4 Net income per employee

5 Proportion of total salaries to labor cost 6 Proportion of total salary to overtime pay 7

8 9

Other Opinions

〈

〈Next〉〉〉〉

(3)

B. Recruiting Indicator

KPIs

5 4 3 2 1

1 Hire rate 2 Recruiting time

3 Recruiting effectiveness 4 Recruiting cost

5 New employee turnover 6 Quality of hire

7 Outsourcing and contractor proportion 8

9 10

Other Opinions

〈

〈Next〉〉〉〉

(4)

C. Retention Indicator

KPIs

5 4 3 2 1

1 Turnover rate 2 Headcount 3 Retention rate

4 Total turnover and new-hire turn over cost 5

6 7

Other Opinions

〈

〈Next〉〉〉〉

(5)

D. HRD Indicator

KPIs

5 4 3 2 1

1 Implementation of annual training plans

2 Proportion of Annual Training Cost to Revenue 3 Proportion of Annual Training Cost to Total

Salaries

4 Proportion of Annual Training Cost to Labor Cost 5 Annual Training Cost per Employee

6 Proportion of Annual Trained Employee to all Employees

7 Annual total training hours 8 Annual total trainees

9 Annual employees’ average training hours 10 Annual executives’ average training hours 11 Average of trainee’s satisfaction of the training

class

12 Proportion of internal lectures to total employees 13 Proportion of certification to total employees 14

15 16

Other Opinions

〈〈

〈〈Next〉〉〉〉

(6)

E. Benefit Cost

KPIs

5 4 3 2 1

1 Proportion of benefit cost to labor cost 2 Proportion of benefit cost to salaries

3 Proportion of employee welfare committee budget to benefit cost

4 Proportion of paid leave to benefit cost 5 Proportion of insurance cost to benefit cost 6 Proportion of reserve for employee retirement for

benefit cost

7 Team insurance context and cost

8 Proportion of reserve for employee retirement pension to practical pension

9 Proportion of the labor and capital benefit cost pension and practical pension

10 Budget of year-end activity or annual activity 11 Extra benefit context and cost for executives 12 Benefit context and cost for overseas employees 13

14 15

(7)

F. Employee Relations

KPIs

5 4 3 2 1

1 Employee satisfaction

2 Times of dispute between the labor and capital 3 Times of employee counseling

4 Times of problem solving for employees 5 Times of employee complaint

6 Numbers of employee’s proposal

7 Times of interaction between employee and labor union

8 Times of interaction between employee and employee welfare committee

9 Average absence rate 10

11 12

Other Opinions

〈

〈End of the questionnaire, thank you very much〉〉〉〉

(8)

APPENDIX C: THE DELPHI INSTRUMENT FOR ROUND 2

The KPIs are divided into seven categories

A. Labor Costs

KPIs

5 4 3 2 1

Last Response

1 HR cost rate

Opinion: Mode:5 Mean:4.4

Opinion: Mode:4 Mean4.2:

3 Proportion of total salaries to revenue

4 Net income per employee

5 Proportion of total salary to overtime pay

6 Proportion of total salaries to labor cost

7 Employee quantity growth rate divide revenue growth rate

Opinion: Mode: Mean:

8 Pay-to-Grade

(9)

KPIs

5 4 3 2 1

Last Response

1 Hire rate

2 Recruiting time

3 Recruiting effectiveness

4 Recruiting cost

5 New employee turnover

Opinion: Mode:4 Mean:4

6 Quality of hire

7 Outsourcing and contractor proportion

8

9

Other Opinions

〈〈

(10)

KPIs

5 4 3 2 1

Last Response

1 Turnover rate

2 Headcount

3 Retention rate

4 Total turnover and new-hire turn over cost

5

6

Other Opinions

〈

〈Next〉〉〉〉

(11)

D. HRD Indicator

KPIs

5 4 3 2 1

Last Response

2 Proportion of Annual Training Cost to Revenue

3 Proportion of Annual Training Cost to Total Salaries

4 Proportion of Annual Training Cost to Labor Cost

5 Annual Training Cost per Employee

7 Annual total training hours

8 Annual total trainees

9 Annual employees’ average training hours

10 Annual executives’ average training hours

11 Average of trainee’s satisfaction of the training class

12 Proportion of internal lectures to total employees

13 Proportion of certification to total employees

(12)

Opinion: Mode:4 Mean:3.7 14

15

16

Other Opinions

〈

〈Next〉〉〉〉

(13)

E. Benefit Cost

KPIs

5 4 3 2 1

Last Response

1 Proportion of benefit cost to labor cost

2 Proportion of benefit cost to salaries

4 Proportion of paid leave to benefit cost

5 Proportion of insurance cost to benefit cost

6 Proportion of reserve for employee retirement for benefit cost

10 Budget of year-end activity or annual activity

11 Extra benefit context and cost for executives

12 Benefit context and cost for overseas employees

13

(14)

14

15

16

Other Opinions

〈

〈〈

〈Next〉〉〉〉

(15)

KPIs

5 4 3 2 1

Last Response

2 Times of dispute between the labor and capital

3 Times of employee counseling

4 Times of problem solving for employees

5 Times of employee complaint

9 Average absence rate

10 Employee’s satisfaction toward executives

11

Other Opinions

〈〈

〈〈End of the questionnaire, thank you very much〉〉〉〉

(16)

APPENDIX D: THE DELPHI INSTRUMENT FOR ROUND 3

The KPIs are divided into seven categories

A. Labor Costs

KPIs

5 4 3 2 1

Last Response

1 HR cost rate

3 Proportion of total salaries to revenue

4 Net income per employee

5 Proportion of total salary to overtime pay

6 Proportion of total salaries to labor cost

7 Employee quantity growth rate divide revenue growth rate

8 Pay-to-Grade

(17)

KPIs

5 4 3 2 1

Last Response

1 Hire rate

2 Recruiting time

3 Recruiting effectiveness

4 Recruiting cost

5 New employee turnover

6 Quality of hire

7 Outsourcing and contractor proportion

8

9

Other Opinions

〈〈

(18)

KPIs

5 4 3 2 1

Last Response

1 Turnover rate

2 Headcount

3 Retention rate

4 Total turnover and new-hire turn over cost

5

6

Other Opinions

〈

〈Next〉〉〉〉

(19)

D. HRD Indicator

KPIs

5 4 3 2 1

Last Response

2 Proportion of Annual Training Cost to Revenue

3 Proportion of Annual Training Cost to Total Salaries

4 Proportion of Annual Training Cost to Labor Cost

5 Annual Training Cost per Employee

7 Annual total training hours

8 Annual total trainees

9 Annual employees’ average training hours

10 Annual executives’ average training hours

11 Average of trainee’s satisfaction of the training class

12 Proportion of internal lectures to total employees

13 Proportion of certification to total employees

(20)

Opinion: Mode:4 Mean:3.7 14 The implementation of performance appraisal

interview between executives and employees

15 The ratio of employee fully understanding the item of assessment

16

Other Opinions

〈

〈Next〉〉〉〉

(21)

E. Benefit Cost

KPIs

5 4 3 2 1

Last Response

1 Proportion of benefit cost to labor cost

2 Proportion of benefit cost to salaries

4 Proportion of paid leave to benefit cost

5 Proportion of insurance cost to benefit cost

6 Proportion of reserve for employee retirement for benefit cost

10 Budget of year-end activity or annual activity

11 Extra benefit context and cost for executives

12 Benefit context and cost for overseas employees

13

(22)

14

15

Other Opinions

〈〈〈

〈Next〉〉〉〉

(23)

KPIs

5 4 3 2 1

Last Response

2 Times of dispute between the labor and capital

3 Times of employee counseling

4 Times of problem solving for employees

5 Times of employee complaint

9 Average absence rate

10 Employee’s satisfaction toward executives

Other Opinions

〈

〈End of the questionnaire, thank you very much〉〉〉〉

(24)

APPENDIX E: THE DELPHI INSTRUMENT FOR ROUND 1 國內人身保險公司

國內人身保險公司國內人身保險公司

國內人身保險公司------------人力資源管理指標建人力資源管理指標建人力資源管理指標建人力資源管理指標建構構構構之問卷之問卷之問卷之問卷

敬愛的保險業人力資源管理先進：

您好，這是一份針對國內人身保險公司人力資源管理指標建構之專家問卷。

目的在藉由您的專家知識與經驗，透過本問卷調查資料的蒐集與 Delphi

technique (得懷術)的數據統計分析，歸納出國內人身保險公司人力資源管理指標，以建構人力資源管理指標工具。本研究指的人力資源管理指標包括可量化的本研究指的人力資源管理指標包括可量化的本研究指的人力資源管理指標包括可量化的本研究指的人力資源管理指標包括可量化的人力資源管理目標及可量化的管理績效

人力資源管理目標及可量化的管理績效人力資源管理目標及可量化的管理績效

人力資源管理目標及可量化的管理績效。。。。本問卷將人力資源管理指標初分為七大

類別。請各位先進不吝補充或增列您認為其他可能採用之人力資源管理指標於其請各位先進不吝補充或增列您認為其他可能採用之人力資源管理指標於其請各位先進不吝補充或增列您認為其他可能採用之人力資源管理指標於其請各位先進不吝補充或增列您認為其他可能採用之人力資源管理指標於其後之空白欄位

後之空白欄位後之空白欄位

後之空白欄位，，，以供研究者進一步蒐集彙整，以供研究者進一步蒐集彙整以供研究者進一步蒐集彙整。以供研究者進一步蒐集彙整。。。

因本研究採取 Delphi technique，將需要各位賢達多次多次多次多次提供您的高見與撥冗填答，非常感謝您的協助與指導。您提供的各項寶貴資料，將只作為學術研究之用，絕不會對外公開。

懇請您能在 2020202007070707 年年年 4年444 月月月 13月131313 日日日(日(((五五五)五)))前以電子郵件方式將填妥的問卷寄回。感謝您百忙之中撥冗協助，更期待您全程參與惠賜高見。

您的熱心協助，在此謹致上研究者萬分的謝意！

並敬祝您身體健康萬事如意

(25)

填卷說明填卷說明填卷說明填卷說明

本問卷包含以下參大部分：

一﹑填表人及其服務單位基本資料。

二﹑填答說明

三﹑人力資源管理指標認知。

第一部份第一部份

第一部份第一部份：：：：填表人及其服務單位基本資料填表人及其服務單位基本資料填表人及其服務單位基本資料填表人及其服務單位基本資料

職稱性別 □ 男 □ 女

電話傳真

E-mail

年齡 □ 25-30 歲 □ 31-40 歲 □ 41-50 歲 □ 51 歲以上教育程度 □ 專科 □ 大學 □ 研究所 □ 博士

擔任 HR 相關工作年資 □1-5 年 □6-10 年 □ 11-15 年 □ 16 年以上

第二部分第二部分第二部分

第二部分填答說明填答說明填答說明填答說明

數據大小表示該人力資源管理指標數據大小表示該人力資源管理指標數據大小表示該人力資源管理指標

數據大小表示該人力資源管理指標對人身保險公司對人身保險公司對人身保險公司的重要性對人身保險公司的重要性的重要性或的重要性或或或可實踐性之程可實踐性之程可實踐性之程可實踐性之程度

度度

度，本研究採用 1 至 5 表示人力資源管理指標的重要性或可實踐性之分佈，以進而歸納出該指標之重要層級與實踐情形。

例如：1--- 表示該關鍵績效指標最不重要最不重要最不重要最不重要或可實踐程度最低最低最低最低

2--- 表示該關鍵績效指標不重要或可實踐程度低 3--- 表示該關鍵績效指標普通普通普通普通或可實踐程度中等中等中等中等 4---表示該關鍵績效指標重要或可實踐程度高 5--- 表示該關鍵績效指標最重要最重要最重要最重要或可實踐程度最高最高最高最高

(26)

第三部分第三部分

第三部分第三部分人力資源管理指標認知人力資源管理指標認知人力資源管理指標認知人力資源管理指標認知本指標分成六大類

一一

一一人力資源成本指標人力資源成本指標人力資源成本指標人力資源成本指標

1. 此份量表系為瞭解保險業人資部經理人對「人力資源成本指標人力資源成本指標人力資源成本指標」之重要性看法。人力資源成本指標 2. 請您依據您的實務經驗觀點回答下列每項問題。

3. 請您補充或增列您認為其他可能採用之「人力資源人力資源人力資源成本人力資源成本成本指成本指指指標標標標」於其後之空白欄位。

非非非非常常常常重重重重要要要要

重重重重要要要要

普普普普通通通通

不不不不重重重重要要要要

非非非非常常常常不不不不重重重重要要要要

指標名稱指標名稱指標名稱

指標名稱公式計算公式計算公式計算公式計算

5 55

5 4444 3333 222 2 1111

1 人事費用率人事費用╱營業額＊100﹪

2 勞動生產力營業額╱人事費用＊100﹪

3 薪資貢獻倍數營業額╱薪資總額

4 生產力營業額╱員工人數

5 薪資費用佔人事費用比率 6 加班費用佔薪資費用比率 7

8 9

其他意見其他意見其他意見其他意見

(27)

二二

二二人力資源人力資源人力資源人力資源取得取得取得指標取得指標指標指標

1. 此份量表系為瞭解保險業人資部經理人對「人力資源取得指標人力資源取得指標人力資源取得指標」之重要性看法。人力資源取得指標 2. 請您依據您的實務經驗觀點回答下列每項問題。

3. 請您補充或增列您認為其他可能採用之「人力資源人力資源人力資源取得人力資源取得取得指標取得指標指標指標」於其後之空白欄位。

指標名稱指標名稱指標名稱指標名稱

5 55

5 444 4 3333 222 2 1111 1 職位空缺率

2 徵才的時間(從人員遞補單批准到報到時間) 3 按求才管道計算每張有效履歷表的求才成本 4 每位實際報到新進員工的求才成本

5 新進員工報到率

6 新進員工試用成功比率

7 委外、外包或人力派遣人數與比例 8

9 10

〈〈〈

〈接下頁接下頁接下頁〉接下頁〉〉〉

(28)

三三

三三人力資源人力資源人力資源人力資源維持維持維持指標維持指標指標指標

1. 此份量表系為瞭解保險業人資部經理人對「人力資源維持指標人力資源維持指標人力資源維持指標」之重要性看法。人力資源維持指標 2. 請您依據您的實務經驗觀點回答下列每項問題。

3. 請您補充或增列您認為其他可能採用之「人力資源人力資源人力資源維持人力資源維持維持指標維持指標指標指標」於其後之空白欄位。

指標名稱指標名稱指標名稱

指標名稱公式計算公式計算公式計算公式計算

5 55

5 4444 333 3 2222 111 1

1 ^離職率

(在職員工志願離職)

(單計離職人數╱單計平均人數)

＊(12╱單計月數) ＊100﹪

2 人力耗損指數 (某一期間離職人數╱某一期間的平均雇用人數) ＊100﹪

3 留任率 (一定期間後仍在職人數╱原雇用人數) ＊100

4 替換成本離職成本+任用成本+訓練成本 5

6 7

〈〈〈〈接下頁接下頁接下頁接下頁〉〉〉〉

(29)

四四

四四人力資源人力資源人力資源人力資源發展發展發展指標發展指標指標指標

1. 此份量表系為瞭解保險業人資部經理人對「人力資源發展指人力資源發展指人力資源發展指標人力資源發展指標標標」之重要性看法。

2. 請您依據您的實務經驗觀點回答下列每項問題。

3. 請您補充或增列您認為其他可能採用之「人力資源人力資源人力資源發展人力資源發展發展指標發展指標指標指標」於其後之空白欄位。

5 55

5 444 4 3333 222 2 1111 1 年度訓練計劃執行率

2 年度訓練經費佔營業額比例 3 年度訓練經費佔薪資總額比例 4 年度訓練經費佔人事費用比例 5 年度員工個人平均訓練費用

6 年度訓練人次數佔員工總人數比例 7 年度訓練總時數

8 年度訓練總人次

9 年度員工平均受訓時數 10 年度主管平均受訓時數

11 內部訓練課程滿意度評估平均點數 12 內部講師人數佔員工人數比例 13 專業證照張數與員工人數比例 14

15 16

〈

〈接下頁接下頁接下頁接下頁〉〉〉〉

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五五

五五員工福利員工福利員工福利員工福利指標指標指標指標

1. 此份量表系為瞭解保險業人資部經理人對「員工福利員工福利員工福利員工福利指標指標指標指標」之重要性看法。

2. 請您依據您的實務經驗觀點回答下列每項問題。

3. 請您補充或增列您認為其他可能採用之「員工福利員工福利員工福利員工福利指標指標指標指標」於其後之空白欄位。

5 55

5 444 4 3333 222 2 1111 1 福利費用佔人事費用比率

2 福利費用佔薪資費用比率

3 福利委員會費用佔福利費用比率 4 休假費用佔福利費用比率(有薪假) 5 保險費用佔福利費用比率

6 退休準備金提撥金額佔福利費用比率 7 團體保險保單內容及保費

8 退休準備金提撥金額與提撥比率

9 勞資雙方職工福利金提撥金額與提撥比率 10 年度尾牙之舉辦/週年慶活動之舉辦預算 11 高階主管特別福利制度之項目成本 12 駐外員工福利制度之項目與成本 13

14