考慮經營現況之一般化服務業績效評估指標選取模式研究

Constructing A Generalized Performance Evaluation Indicators Selection Model in Service Industry in terms of Management Situation

劉昭朋(Chao-peng Liu)

指導教授 ： 陳啟光

元智大學/工程學院/工業工程與管理學系/碩士(1998年)

摘要

服務業的崛起，已經使我國產業結構發生重大的變革，在面對這一新時代的變遷，傳統偏重財務面的績效評估方式，必須因應此一變遷做出修正。本研究從競爭力的角度，利用波特五力模式(Porter''s Five-Forces)來檢視服務業環境，藉以分析影響產業競爭作用最大的五股作用力，從其中看出產業趨勢有何重要的機會或威脅，以找出其所應該注意的價值鏈活動(Value Chain Activities)，並依此探討服務業績效評估指標的選取。
研究成果上發現本研究利用德菲法與相似性整合法，確實在專家意見蒐集上，(1)可以達到整合專家意見以及提高專家之間之認同程度；(2)在第一次提供專家意見整合後資訊，確實可以降低專家回答的模糊程度；(3)在提供專家意見整合後資訊，可以達到整合專家意見以及提高專家之間之認同程度，但無法使專家回答的模糊程度降低。而在指標選取模式方面發現以下優點，(1)與由專家直接選取出之概念性指標有高度的相似；(2)專家決定波特五力模糊評估值較直接選取指標為容易；(3)系統根據專家給予之波特五力模糊評估值，所產生之建議指標較由專家自行選取具有廣度；(4)專家所必須花費在分析、判斷的時間較少；(5)由專家判斷五力競爭情境給予評估值，由系統來輔助選取績效評估指標是較具客觀性。

關鍵字

服務業 ； 績效評估 ； 評估指標

並列摘要

The boom of the Service Industry has already made a great change in our domestic industrial structure. In face of this change of the new era, the traditional performance evaluation emphasis on the financial aspect only need to be modified. From the perspective of competitiveness, this study uses the Porter''s Five-Forces to examine the business environment in order to analyze the five forces that can affect the competitiveness of the industry. Further, we corporate the five forces and the value chain activities in the indicator selection of the service industry performance evaluation.
The result showed that the Delphi Method and the Similarity Aggregation Method has indeed achieved in 1) integrating the opinions and increasing the level of agreement among the experts 2) decreasing the Fuzziness in the experts responses after the provision of the 1st integrated expert opinion information; 3) integrating expert opinions and increasing agreement degree; yet, cannot decrease the fuzzy degree of the experts'' responses after the integrated expert opinion information has been provided. In addition, there are the following findings in the indicator selection model which was developed in this study: 1) The conceptual indicator directly selected by the experts is highly similar to those of Indicator Selection Model, 2) the model we developed is easier than Direct Selection Indicator in, 3) the suggestive indicator selected by the model cover more aspect than the ones experts selected directly, 4) the experts spend less time, 5) the result which was elicited by this model is more objective.

並列關鍵字

service industry ； performance evaluation ； evaluation indicators

參考文獻

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