2005年8月中華電信公司完成民營化，在人力精簡政策底下對寬頻用戶迴路所需維護人力造成衝擊。同時網際網路服務需求增加，客戶端設備趨於繁雜維護費時，再因教育訓練普及率不高致使寬頻維護人力的專業技術能力未能相對提昇，使寬頻用戶迴路維護時間有增加趨勢，顧客滿意度無法提高影響企業經營。 本研究藉由Vensim軟體進行系統模型的構建，以分析變數之間環環相扣的因果關係，以期探討維護人員的教育訓練普及率及整體技術能力對寬頻用戶迴路維護時間及顧客滿意度間之相互動態影響行為。經由系統動態學模型模擬發現：訓練經費動支率及員工離職率對單位整體技術能力及寬頻用戶迴路維護時間均有明顯相對影響。 本研究以軟體模擬未來可能的結果而不同於傳統靜態問卷調查研究方法，擬建立一標準基礎模型，協助政策制定者瞭解可能的發展趨勢及績效，供企業經營者及訓練單位於人力調整及擬訂訓練計劃時之決策參考。 Chunghwa Telecom Company had completed the process of privatization in August, 2005. The policy of human streamlining resulted in a huge impact on the manpower to protect broadband subscriber line. At the same time, the increasing demand of Internet service, the more complicated equipment of the client, the longer time used to maintain the equipment and the lower prevalence of educational training which resulted in the professional and technical capabilities of the manpower required to maintain the broadband failed to be relatively higher and caused the increasing of time spent on the maintenance of the broadband subscriber line. The customer satisfaction failed to enhance and has effects on the operation of the business. This study is used to analyze the causes and effects among all kinds of variables according to the construction of systemic model by Vensim software. It’s used to explore what’s the dynamic interaction that the prevalence of educational training and the technical capabilities of the whole group affect on the time spent to maintain broadband subscriber line and customer satisfaction. The discovery from System Dynamics imitation is the usage of training expense and the ratio of leaving jobs have an apparently relative impact on the technical capabilities of the unit group and the time used to maintain broadband subscriber line. This study is in use of the software which is different from traditional static questionnaires. The study imitates to build a fundamental standard model to help assist the policy-maker to realize what the trend of development and its achievement are after the policy is brought into practice, and supply the reference for policy decisions to each client network center when rearranging manpower and to each training center when making plans for training.
