台灣壽險業務員訓練需求之確認－Delphi Study與TOPSIS法之運用

近年來台灣金融保險市場環境快速變遷，為了符合受訓者與壽險公司真正之需求，台灣壽險業務員之訓練需求評估有重新確認知必要。本研究同時應用Delphi Study與TOPSIS 兩方法。除了傳統上所謂「保險專業知識才能」與「了解顧客需求之行銷才能」外，本研究發現專家學者對壽險業務員應具備之才能較偏重於「站在客戶立場立即為客戶解決問題之才能」、「溝通之才能」、「使用資訊科技之才能」、「提供多元化金融服務之才能」、「文化融合才能」、「情緒管理才能」、「向同儕學習之才能」、與「有職業道德之才能」。
關鍵字：需求評估、Delphi Study、人壽保險、才能需求、TOPSIS
Identifying the Training Needs for Life Insurance Sales
Representatives in Taiwan－
Delphi Study and the TOPSIS Methods Approach
Abstract
Needs assessments for life insurance sales representatives should be updated to fit a rapidly changing environment. A mixed-method approach was employed in this study. Besides knowledge of various financial products and marketing, this study suggested life insurance companies design the training plan which can improve their sales representatives have competencies of problem solving, communication, using IT, culture compatibility, Emotional Intelligence, collective competence, and ethics.
Keywords: needs assessment, Delphi study, life insurance, necessary competence, TOPSIS