以平衡計分卡之觀點探討建築業之網絡管理模型

A Study of Network Management in the Residential Construction Industry: A Balanced Scorecard Perspective

陳昭勳(Chao-Hsun Chen)

指導教授 ： 謝惠元

國立屏東科技大學/管理學院/企業管理系所/碩士(2009年)

https://doi.org/10.6346/NPUST.2009.00094

摘要

本研究以平衡計分卡之觀點，探討建築產業網絡管理的模型，包括網絡評選機制、組織機制、溝通機制和評估機制，以台灣上市上櫃建築公司和高屏地區建築公司共47家建築公司為研究對象，採問卷調查的方式，探討與驗證建築業網絡管理的績效衡量模型。

經成對T檢定發現，建築公司普遍規模不大，從業人員普遍認為顧客構面是最重要的也是最滿意的，但是財務、顧客、內部流程和學習與成長各構面績效指標之重要性與滿意度間仍存在顯著差異，顯示網絡管理仍有相當大的改善空間。

本研究對各構面的全部指標進行因素分析，發現財務構面2個代表因素：成本控制與營收成長，解釋力達79%；顧客構面3個代表因素：提升公司建築品質、提高售後服務，與提升準時交屋比率，解釋力達72%；內部流程構面3個代表因素：明訂契約和控制進度、加強包商考核，與定期評選和監控，解釋力達63%；學習與成長構面5個代表因素：夥伴配適程度、夥伴關係的維持、增加員工創新能力、增加員工專業能力，與夥伴資訊分享，解釋力達72%，故本網絡管理模型具解釋力。

由變異數和Scheffe’s分析可知，高雄地區的從業人員比台北地區的從業人員更重視明訂契約和控制進度，顯示高雄地區的公司重視成本領導策略，台北地區的公司重視差異化策略；規模較小的公司比規模較大的公司更重視夥伴關係；工務部門比營業部門更重視網絡夥伴的資訊分享。

利用上述因素分析所建立的平衡計分卡模型，進行多元迴歸之路徑分析，顯示網絡管理的評選機制、溝通機制、組織機制和評估機制，對財務和顧客構面不僅產生間接效果，也產生直接效果，與網絡管理策略地圖相符，驗證本研究平衡計分卡之模型。就影響程度而言，網絡管理對顧客影響的程度大於對財務影響的程度，顯示良好的網絡管理可提升顧客的滿意度。網絡管理之學習與成長構面，如夥伴關係，對網絡管理之內部流程構面，如契約管理也產生影響，即網絡的溝通機制和評選機制對網絡的組織和評估機制也確實發生影響，顯示從業人員認為事先評選合格的包商，遠勝過事後的考核。本研究建議建築公司除了重視制度化管理之外，與包商的夥伴關係也要兼顧，同時各部門人員應互相聯繫、協調以瞭解網絡管理的重要性。

關鍵字

平衡計分卡 ； 網絡管理 ； 評選機制 ； 溝通機制 ； 組織機制 ； 評估機制 ； 建築業 ； 策略地圖

並列摘要

This research is to construct a model of residential construction network management based on the perspective of Balanced Scorecard. The model includes network identification stage, organization stage, convention stage, and evaluation stage. A survey of 47 public and local residential construction companies in Kaohsiung and Pingtung regions is conducted by questionnaires to build and test a performance evaluation
model for residential construction management.

Through paired-samples T test analysis, the results show that the size of residential construction company mostly is small, employee considers customer dimension being the most important and satisfying factor. Nevertheless, there are some significant differences within the degree of importance and satisfaction of indicators of performance evaluation in financial, customer, internal process, and learning dimensions, implying that network management requires a lot of improvements.

We examine all indicators of every dimension by factor analysis, the results show that two factors represent financial dimension, including control of the cost and growth of the revenue, accounted for 79% variance explained. Customer dimension can be explained by three factors, advancing the construction’s quality, improving the after-sales service, advancing delivery in time, accounted for 72% variance explained. Internal processes dimension includes three factors, subscribing the contracts clearly and enhancing the
control of the progress, enhancing assess of contractors, making regular evaluation and monitoring, accounted for 63% variance explained. Learning dimension includes five factors, partner fit, keeping partnership, advancing personal ability of innovation, advancing personal ability of specialization, sharing information with partners, accounted for 72%.

Through ANOVA and Scheffe’s analysis, the employee in Kaohsiung pays much more attention to subscribe the contracts clearly and to enhance the control of the progress than the employee in Taipei. It shows that companies take account of cost leadership strategy in Kaohsiung and differentiation strategy in Taipei；Small size companies pay much more attention to partnership than big ones；Engineering department pays more much attention to share information with partners in construction network than sales department.

Through the model of Balanced Scorecard built by factor analysis, this research examines the factors by path analysis. The results indicate that identification, convention, organization, and evaluation stage in network influence financial and customer dimensions directly and indirectly, conforming to strategic map in network management, testifying the model of Balanced Scorecard in this research. Speaking of the degree of influence, network management has more influences on customer dimension than financial one, revealing that excellent network management can improve the customer’s degree of satisfaction. The factor in Learning dimension in network, for example, partnership, also influence contract management, the factor in internal process dimension in network management. It means that convention and identification stage do have influence on organization and evaluation stage, showing that employee consider identifying qualified contractors in advance rather than later. This research suggests the construction companies not only taking account for institutional management, but also for relationship with contractors, meanwhile, personnel from different department should communicate and coordinate with each other to realize the importance of network management.

並列關鍵字

Balanced Scorecard ； Network Management ； Identification Stage ； Convention Stage ； Organization Stage ； Evaluation Stage ； Residential Construction Industry ； Strategic Map

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