網路通訊產業運籌管理之關鍵績效指標 -模糊分析層級程序法之實證研究

An Empirical Study of Key Performance Indicators of Logistics Management in Network Industry: An Application of Fuzzy Analytic Hierarchy Process

黃芳卿(Fuang-Ching Huang)

指導教授 ： 劉立倫

中原大學/商學院/會計研究所/碩士(2009年)

https://doi.org/10.6840/cycu200900901

摘要

台灣的網路通訊產業，隨著行動電腦與無線網路設備的普及化，各式各樣的網路應用目前仍處於快速成長當中，隨著消費市場的需求以及競爭者的加入，網路通訊產業形成激烈的價格戰，可利用企業運籌管理方式藉以突圍而出。產業要建立一高效率的運籌管理，最好的辦法即是建立一適當的績效衡量系統(Kaplan, 1999；Beamon,1996)。

本研究首先從相關文獻整理，以及分析網路通訊產業運籌管理之指標績效評估方式及關鍵因素，運用Kaplan and Norton 所發展出的平衡計分卡理論，為產業設計出適合其運籌管理之績效指標，並針對網路通訊產業做專家問卷調查，運用模糊層級程序分析法(Fuzzy AHP)先計算四大構面權重，再評選出影響運籌管理前五名的關鍵績效指標，成為達成企業遠景及目標的行動方針，並作為整體績效評估參考。本研究除探討網路通訊產業運籌管理之關鍵績效指標外，亦希望能透過正確的關鍵績效指標的選擇及衡量，去尋求解決如何創造公司整體績效最佳化，引導企業員工朝共同目標去努力。

研究顯示，網路通訊產業對四大構面重視程度分別為「顧客構面」居於首位，其次為「財務構面」，接下來是「流程構面」以及「學習與成長構面」；運籌管理之關鍵績效指標依權重前五名依序是「顧客滿意度」、「產品退貨率」、「舊客戶流失率(顧客保留率)」、「市佔變動率」、「訂單處理準時率」。研究結果得知，網路通訊產業運籌管理最重視的是顧客。

關鍵字

運籌管理 ； 平衡計分卡 ； 模糊層級程序分析法 ； 關鍵績效指標

並列摘要

Network industry in Taiwan is in rapid growing stage due to the generalization of notebooks and wireless facilities. With the needs of the market and entering of competitors, network industry has formed fierce price wars. In order to stand out in the market, enterprises are required to make better use of logistic management. The ideal method for the industry to establish a highly efficient logistic management is to construct a suitable performance measurement (Kaplan, 1999；Beamon, 1996).

This study organizes relevant literatures and analyzes network industry with regards to performance indicator assessment methods and key factors of logistic management. Moreover, apply Kaplan and Norton’s balance scorecard theory to design an ideal performance indicator of logistic management and use Fuzzy Analytic Hierarchy Process to work out four major dimensions based on the survey which focuses on network industry. Furthermore, select top five key performance indicators which affect the application of logistic management as the guidance for the vision and goal of enterprises and use performance indicator as reference. This study investigates not only on the key performance factors of logistic management in network industry, as well as in pursue for optimal solutions to re-engineer company performance through the selection and evaluation of correct key performance indicators and lead employees to work towards common goal.

Study shows the four dimensions of network industry emphasizes on “Customer Perspective” as the top priority, “Financial Perspective” as the second priority, then goes on about “Process Perspective” and “Learning and Growth Perspective”. The priority of key performance indicators are “Customer Satisfaction Level” , “Product Return Rate”, “Existing Customer Turnover Rate (Customer Retentions Rate)” , “Market Share Fluctuation Rrate”, and “Order Processing Time Rate”. The result shows the most significant factor in logistic management of network industry is customer.

並列關鍵字

Key Performance Indicator ； Balanced Scorecard ； Logistics Management ； Fuzzy Analytic Hierarchy Process

參考文獻

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