職業棒球組織之績效評估指標研究-以La new高熊隊為例

The Performance Evaluation System of Professional Baseball Team-Using the La new BEARS Baseball team as an example

劉玉棟(Don Liu)

指導教授 ： 朱文增博士

國立臺灣師範大學/運動與休閒學院/運動與休閒管理研究所/碩士(2003年)

摘要

職業運動組織既然是一個自負盈虧的策略事業單位，與一般企業的經營目標相同就是追求良好的營運績效，因此本身的績效評估標準也必須完善。過去評論台灣職業棒球經營討論中，經營績效的問題往往被忽略。
本論文採個案研究方式，以平衡計分卡觀念，探討個案職業運動績效評估制度，另依訪談與文獻分析彙總衡量指標，以深入訪談及問卷調查，萃取出以員工及主管之角度，可實際應用於職業運動組織績效衡量之指標，供個案職業運動組織與其他類似組織日後績效衡量之參考。
研究結果顯示，個案組織現有績效評估制度，係存在於各項策略與工作目標中，其主要目的初始即為績效提升，建議個案組織可將現有之績效指標依照策略、願景，重新建構平衡計分卡觀念下之績效衡量指標。
在問卷調查員工之重要性分析結果，前十名之指標分別為「提供服務之品質」、「員工之工作成就感」、「計劃目標與成果之管理」、「與顧客或球迷關係的維持」、「員工對內與對外之表達能力」、「顧客與球迷的成長率」、「媒體的有利報導」、「與管理相關資訊系統與硬體之建立」、「球團營運對外之協調能力」及「財務資源有效利用程度」，其分布在四個構面之中，可見員工對於平衡計分卡四個構面的指標都各有重視的部分。
另對員工問卷調查因素分析之結果，問卷五十二項指標共萃取十八項因素，分別為財務面下預算成本效益、預算成長與適配性及財務資源公平性與有效使用等三項因素；顧客面下有顧客對於服務品質之認同、服務公平性與顧客成長率及服務品質與維持顧客等三項因素；內部業務營運程序面下有組織活動效率管理、目標管理與對外協調性、資訊系統與績效、工作流程與學習能力、規劃能力與對外之形象及管理階層之能力與自由度等六項因素；學習與成長面下則有員工創新與生產力、員工流動率與對外形象、工作成就與負荷、員工升遷管理、在職訓練制度與能力提昇及組織人事與激勵制度等六項因素。
在單因子變異數分析結果，受訪員工職務別之不同在整體財務構面指標之選取上會產生顯著差異。

關鍵字

職業運動 ； 棒球 ； 績效評估 ； 平衡計分卡

並列摘要

Enterprise in pursuit of profit enormously change, should have a good performance evaluation system, and a performance evaluation system’s key point is on it's evaluate indicia, for example use the exert finance and non finance indicia to evaluate the performance.
Foretime comment on Taiwan’s professional baseball often fail to measuring the performance of it’s self. The ball teams are often think that the sponsor or the advertisement is the most important factor to them, but ignore many other important factors. For example, the satisfy customers or the satisfy employee.
This thesis is written based on the single case research, using the Balanced Scorecard point method. To analyze the single case of current Performance Evaluation System of Professional Sports Organization, and use available records to analyze the Sports organization’s evaluation standard. Through survey and interview of staff and management levels, their point of view can be taken into account to use in the actual case of Performance Evaluation System standard, and use as a reference for future achievement evaluation system of La new BEARS or other Sports organizations.
Results show that current achievement evaluation of La new BEARS are based on the strategies and standard operation procedure, the main purpose of the system is to improve the performance. It is recommended that the administration organization build up Balanced Scorecard point system according to their strategies and future hopes to set a standard.
The important analysis results in the Balanced Scorecard System shows that the top 10 indexes have chose are the service quality, employee satisfaction, the management of target and results, consumer contact, employee communication ability, consumer grow up rate, media relation, build up management information system, organization coordinate ability and cost effect control, these top10 indexes are in different section, show that the employee considered different important indexes in different section.
Staff survey analysis result shows that among the 52 index in the survey, 18 main factors have been chosen. Three factors are cost effect, budget growth & distribution, resource effect and control under the financial responsibility section. Three factors are service identify, service fair and consumer grow up rate, service quality and maintain consumer under the consumer needs section. Six factors are the management of activity effect, the management of target and coordination, management information system and effect, operation procedure and learning ability, the ability of plain and the image of the organization, the ability and elasticity of the management levels under the business administration section. Six factors are the employee innovation and productivity, turnover rate and the image of the employee, employee achievements and work loading, the management of employee transferred and promoted, staff training and work ability improve, personal resource and reward system under the learning and growth section.
Results of analysis show that different department of employee results in different opinion in the chosen of the responsibility section survey.

並列關鍵字

Professional Sports ； Baseball ； Performance Evaluation ； Balanced Scorecard

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