影響高中職經營績效之關鍵因素 -以桃園市A高職為例

Key Factors of Operating Vocational High Schools 　- A Case of Vocational High School A in Taoyuan City

張淑惠(Shu- hui Chang)

指導教授 ： 胡宜中

中原大學/商學院/企業管理研究所/碩士(2017年)

https://doi.org/10.6840/cycu201700625

摘要

摘要
少子化使高中職在招生上的競爭白熱化，也使得高中職對於改善經營績效的高度重視。為個案學校面臨外部環境的改變以及內部財務與運作流程改善的壓力，如何能讓該校掌握經營績效之關鍵因素，招生具體的改善策略對該校來說是極為重要的。
本研究透過德爾菲法訪談教育界高階主管，用平衡計分法建構出適用於該校之研究架構，加以運用決策實驗室法與網路分析程序法，針對該校教職人員之問卷填答結果進行分析。研究結果顯示，「學習與成長」、「財務」、「顧客需求與滿意度」及「企業內部流程」為影響高職經營績效之關鍵因素，其中「學校願景與長期發展」是現階段應持續保持的指標。
由因果圖顯示，有效改善高職經營績效之關鍵因素之準則，可以考慮「教學品質」、「教職員工專業職能」、「客戶需求與滿意度」、「學校教育市場形象」、「學校願景及長期發展」上著手改善，由於「學校願景及長期發展」屬傾向影響其他準則的「因」，而「教職員工專業職能」、「教學品質」、「客戶需求與滿意度」、「學校教育市場形象」屬傾向被其他準則影響的「果」，由「教學品質」的改善為出發較為合理。「教學品質」反應出員工長久下來，所承受之工作專案執行所帶來高度壓力，對於高職經營績效之關鍵因素之績效有決定性的影響。本研究就此提出改善策略，當教職員的工作愉悅時，員工才有餘力去不斷的對工作精進，也能減少錯誤發生，可降低工作負荷。
研究結果與個案過去的思維，認為影響最大者為「學校教育市場形象」大異其趣，這也使個案學校能正視「學校願景及長期發展」所帶來的影響，對學校未來的發展都有相當正面的意義。

關鍵詞：平衡計分法、教學品質、德爾菲法、決策實驗室法、網路分析程序法

關鍵字

平衡計分法 ； 教學品質 ； 德爾菲法 ； 決策實驗室法 ； 網路分析程序法

並列摘要

Abstract

The competition of student recruitment in vocational high schools has turned white-hot as the result of declining birth rates, and to improve the operational performance has also been highly valued by the schools. In the case study, the vocational high school A has encountered external environmental change, and pressure from the improvement of internal finance and operational procedure. Therefore, it is extremely important for the school A to master key factors of operational performance, and specific improvement strategies for student recruitment.
In the study, Delphi Method was applied to interview senior executives in the academia, and Balanced Scorecard (BSC) was applied to build a conceptual framework applicable to the school A. In addition, DEMATEL and ANP were applied to analyze the questionnaire results which interviewees focused on staff members at the school. The results showed that “learning and development”, “finance”, “customers’ demand and satisfaction degree” and “internal business process” are key factors to affect operational performance of vocational high schools. Among them, “school vision and long - term development” should be maintained in the current stage.
The cause and effect diagram showed that “teaching quality”, “school staff professional competency”, “customers’ demand and satisfaction degree”, “school education market image” and “School vision and long - term development” could be considered as criteria of key factors to effectively improve the operational performance of vocational high schools. “School vision and long - term development” was the cause to affect other criteria; “school staff professional competency”, “teaching quality”, “customers’ demand and satisfaction degree” and “school education market image” were effects to be affected . Therefore, it is reasonable to initiate improvement from “teaching quality”. “Teaching quality” could reflect that staff members at school have been suffered from high pressure for long time from working on projects, which has decisive impact on the operational performance of vocational high schools. Therefore, the improvement strategies were suggested. When the staff members are happy with working, they would continue improving their professional competency, which may reduce mistakes, and subsequently the workload could be decreased.
The study results showed that “school vision and long - term development” is the most effective key factor instead of past idea of “school education market image”.
This also makes the vocational high school A to appreciate the value of “school vision and long - term development”, which may make positive impact on its future development.
Keywords: Balanced Scorecard (BSC), Teaching quality, Delphi Method, DEMATEL, ANP

並列關鍵字

Balanced Scorecard (BSC) ； Teaching quality ； Delphi Method ； DEMATEL ； ANP

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