現代社會文明病叢生，而上下階層之間的對立也形成了社會的一種亂象。平衡計分卡雖然已擺脫傳統只注重財務面績效的陋習，期望可以達到公司內外整體績效的平衡，但其侷限性依然難免─包括反功能性決策的發生以及員工的本位主義等。一般的教育訓練，講究的是建立企業的組織文化、提升企業人力素質、開發企業員工潛能以掌握環境趨勢，甚而引導企業變革，但對於員工的觀念思維處卻絲毫沒有補強。 本研究透過個案公司的配合，針對其計畫安排的教育訓練課程，進行訓練成效評估及對影響顧客服務態度、團隊合作與客戶滿意度之因素探討，藉由先前學者所發展出的量表，再與授課內容，產業特性，組織文化等之差異做局部修正，以期符合個案公司之需求。 本次課程之訓練目標，為提昇參訓者對身體狀況的敏感度，並從而了解團隊合作、身心調整、服務顧客、自我肯定之間的關係，以達到自身最佳的工作績效，自然而然的達成平衡計分卡的四個績效構面目標。課程重點包含自動化團隊、全方位業務理念、平等服務精神、突破慣性之創新思維、生理心理平衡之觀照智慧。為了使學員能在輕鬆、自然、活潑，有趣的環境下學習，課程之進行選擇採用潛能開發的方式，編排入遊戲法、演講法、視聽法等，擇於北部的某活動中心進行訓練。 本研究相信，透過禪的智慧，員工將可以在身心管理上、觀念思維上與經營管理上獲得成長，開發出與生具有的智慧。因此，透過企業禪訓，將可使企業更易於達到平衡計分卡兼顧內外平衡並結合財務與非財務面之目的。除此之外，也可以使員工發揮其生命共同體的精神，將自己與公司視為一體，盡心盡力的為組織目標而奮鬥，而非只是受到誘因的驅使。 問卷的收發均透過其內部的文件傳遞系統完成，使得各項問卷之回收率與有效率均為100%。隨後透過信度的分析來篩選題目，刪除較不適當的衡量題項後，使得Cronbach?? 係數均達到 0.70 以上，以使該量表達到內部一致性。 經由各項量表填答後所得到之數據，透過統計方法進行相關變數之分析，再將分析後的結果進行討論與提供建議給個案公司，以期公司能在將來施行平衡計分卡時，以禪的觀點為核心來加以訓練員工，使公司成為一個上下一心、自動管理化的企業。 There are many problems in modern society, and the opposition between the rich and the poor has also caused the disorder of the society . Although The Balanced Scorecard has gotten rid of the abuses which only think highly of finance, its limit still exists, including dysfunctional decision, departmental egoism and so on. A general training is fastidious about the establishment of corporate culture, the promotion of manpower quality and the development of employees’ potential to grasps the environment tendency, but it slightly strengthens employees’ ideas. This research is a case study, we use a meter which developed by former scholar and make partial revisions to accord with the training content, the industrial characteristic and the different the corporate culture .We aim to evaluate the training benefit and the causal factors which affect the customer service attitude, the team cooperation and the customer satisfaction. The training’s objective is to promote the employees’ sensitivities to body health, and make them understand the relationship between the team cooperation, the customer service attitude, the body and mind adjustment and the self-dignity. If these can be achieved, employees are assumed to have more possibility of achieving their best working performance and satisfy the four objectives of The Balanced Scorecard naturally. We believe that employees will grow up in the body and mind management, the ideas and the operating management by the wisdom of Zen, and they will develop their original wisdom. Thus, corporation can easily achieve the objectives of The Balanced Scorecard(give considerations to the inside and outside balance ,the financial and non-financial combination)by the corporate Zen-training. Besides, it can also increase employees’ centripetal force, and they will think themselves as parts of the company, so they will do their best for the corporate goals. We analyze the data from the meter by statistical method, and provide the analysis and the suggestions we have made to the company. We hope the company can train their employees in the center of Zen concept and the company will form an management style more approach to employee automatic.
