|其它题名: ||The study of constructing performance indicators for volunteers: a case of the memorial hospital of Ling-Ko Chiang Keng|
|作者: ||莊宮齡;Chuang, Kung-ling|
黃一峰;Huang, Irving Yi-feng
|关键词: ||志願服務;志工績效管理;績效指標;Volunteer Service,;Volunteer Performance Management,;Performance Indicator|
|上传时间: ||2010-01-11 04:43:00 (UTC+8)|
Recently, the trend of increasing number of people participating in volunteer service has shown the nature of diverse motivations in volunteer participation. The management of volunteer workforce has become the critical success factor for non-profit organization operation.
Nonprofit organizations need to utilize all the possible resources, including volunteer service, to meet the cost-effectiveness requirement effectively. It is important for NPOs to design the performance management system for volunteer service based on dimensions of personal traits, work behavior, and work results to enhance performance.
The successful performance management and evaluation system relies on the sound, reasonable, and objective constructing of performance indicators. This study aimed to establish adequate performance indicators for hospital volunteer service employing research methods of literature review, Policy Delphi method, questionnaire survey, and in-depth interview to collect related information for analysis. The feasibility and follow-up application of designing performance indicators were also discussed.
The survey questionnaire was divided into two parts: perception of Performance Indicator importance and demographic information of respondents. Based on the survey distributed to volunteers and their supervisors, the statistical analysis of t-test and one-way ANOVA were conducted. The findings indicated that trait-oriented dimension has significant differences resulted from different jobs, work units and gender. The result-oriented dimension had significant differences resulted from different jobs and work units. And finally, the importance perception toward behavior-oriented dimension showed significant differences among different work units. Furthermore, volunteers had higher importance perception than supervisors. Social volunteers had emphasized higher than college volunteers. The female respondents had higher important perception than male. In addition, traits, behavior and results oriented dimensions had significant difference in the accumulated annual service hours, seniority of service, educational level and different age. Among them, respondents with longer service hours, longer seniority of service, lower educational level and older age had higher importance perception on the three dimensions.
For the purpose of application, the author tried to design and assign rating weight for three dimensions of performance indicators. The research findings explored that the general service category of volunteers emphasize higher importance on human service quality indicators than work performance. The special and professional service category prefer both dimensions of human and work, demanding for “doing the right thing” as well as “doing the things right.”
The research results could be employed as the reference framework for further applications of the Chiang Keng Memorial Hospital in Ling-Ko in appraising volunteers’ performance.