Monitoring Performance of Taiwan Coffee Chain Stores Using a Multidimensional Performance Management System

Duen-Yian Yeh

《Asia Pacific Management Review》 12卷2期 (2007/04) Pp. 101-111

並列摘要

This study proposed a multidimensional performance management (MPM) system to monitor the performances of coffee chain stores (CCSs) in Taiwan. The essence of MPM system lies in combining the approaches of subjective judgment and objective evaluation to provide decision makers with accurate evaluation outcomes for surviving the intense competition in Taiwan. In this system, the fuzzy multiple criteria decision making model, the data envelopment analysis model and the super-efficiency model were respectively used to evaluate performances. The distinctive characteristic of this study is threefold. First, this study was a prior application of multidimensional evaluation viewpoint to monitor performances. Second, to provide multidimensional base for analyzing data, a Performance-Indication plane was constructed to appropriately locate CCSs according to their evaluation outcomes. Third, based on this plane, a 6-cell Performance-Strategy matrix was used to propose the initiatives of strategic planning for improvements. In case application, thirty six Taiwan CCSs were selected as the target units. By means of the proposed MPM system, these CCSs were classified into four groups and then received suitable improvement suggestions. Overall, the results revealed the good achievements in both providing accurate evaluation outcomes and suggesting improvement strategies.

並列關鍵字

Performance management ； Fuzzy multiple criteria decision making ； Data envelopment analysis ； Super-efficiency model ； Coffee chain store

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