組織目標達成效能之評估模型-以軟體業為例

The Evaluation Model for the Efficiency of the Achievement of Organization Objectives- Study on Software Industry

郭雯雅(Wen-Ya Kuo)

指導教授 ： 楊燕珠

大同大學/經營設計學院/資訊經營學系所/碩士(2004年)

摘要

近幾年來，績效管理這個議題已經開始受到組織管理者的重視，諸如產品品質、內部專案流程發展和人力管理等。希望藉由有效的運用內部管理以降低成本和增強產品。而目前可以用來提昇提組織內部能力的軟體認證方式，諸如企業資源規劃軟體、平衡計分卡、企業資訊入口網站、ISO9001/9002/9003、能力成熟模型整合等，都是較為大家所熟悉的提升組織能力的方法。
本論文希望藉由結合平衡計分卡和能力成熟度模型來提昇組織內部專案發展的能力，以達到降低成本，提昇產品品質和客戶滿意度。藉由實用軟體系統測量為方法，以平衡計分卡的四大構面為主要分類依據，重新分類建構能力成熟度模型中度量與分析此流程領域的量化指標，形成一個新的度量指標架構。並利用灰色理論中的灰關聯分析，將測量績效指標進行關聯分析，找出各指標中的最佳組織目標達成度，和何者為達成度最高的專案，並依其不同的構面和組織目標群組排序，找出在各構面之間，達成度的績效差異。最後，再將不符合期望的績效指標取出，回溯其所屬的特性，及告知與此指標有相似發展趨勢的相關聯指標，通知管理者注意此部分的專案開發過程，以達到指標預警的作用。
綜之，我們的研究即是透過以上的組織目標達成度的評估架構以達成組織內部專案發展流程的品質提昇與管控。

關鍵字

能力成熟度模型整合、 平衡計分卡、 灰色關聯分析、 績效指標

並列摘要

In recent years, the issue of performance management has drawn more and more organization managers’ attention, such as product quality, development process of internal project and manpower utilization. Further, managers expect to improve internal management effectively by means of reducing costs, avoiding redundant efforts and enhancing product quality successfully.
Normally, there are various authentic tools or software to enhance the competitive strength among participants. For instance, Enterprise Resource Planning (ERP), Balance Scored Card (BSC), ISO9001/9002/9003 and Capability Maturity Model Integration (CMMI), etc. are all broadly applied in the industry.
In this paper, we apply the methodology of Practical Software and System Measurement (PSM) to develop an original evaluation model to measure the efficiency of the achievement of Organization Objectives, in which the performance indicators of management analysis based on integration of BSC and CMMI are proposed. Meanwhile, we also adopt the Grey Relational Analysis to verify the correlations among the dimensions of performance indicators, which make the whole systems as explicit as possible.
In brief, according to the result of research, the Grey Relational Analysis enable to support the correlation analysis effectively among indicators. Furthermore, the evaluation model helps organization managers to control the quality and avoid subjective judges for the development of new project in the future. It also assists the authority of organization to manage the entire circumstances and optimize the performance of internal management accurately.

並列關鍵字

Balance Scored Card ； Capability Maturity Model Integration ； Grey Relational Analysis ； Performance indictor

參考文獻

[1] Robert Kaplan、 David Norton Writer, Dau-Kai Translator, “The Balanced Scorecard : Translating strategy into action”, 1999

[4] John McGarry ,”Practical software measurement : objective information for decision makers” 　Addison-Wesley, 2002

[6] Robert Kaplan David Norton, "Clarifying and communicating vision and strategy into action- The Balanced Scorecard Framework"

[7] Jr-Yuan Ning，" The New Face of Enterprise Performance assessment: Balance Scored Card"，Management magazine，No.316，P.136-P137,2000

[9] Ju-Long Deng, "Application of Grey System Theory in China" IEEE,1990