本研究旨在運用平衡計分卡的概念,建構適用於經營國人出國旅遊業務旅行社之領隊人員績效評估系統。依據平衡計分卡原理將領隊人員績效評估歸納為財務、顧客、內部流程及學習成長四個構面,採用德爾菲法調查與建構領隊人員績效評估之關鍵指標因素,總共進行三回合的德爾菲法調查。經過深入調查後發現,領隊人員績效評估是旅遊滿意度的關鍵影響因素,因此旅行社十分重視此部分所產生的績效。最後,本研究結果提出18項以公司立場對於領隊人員進行績效評估時的決定性指標因素,各因素與旅行社需求是相符合的,而此領隊人員績效評估指標因素的建構則是一項革新績效評估方式,結合傳統財務式的短期績效優點,加入非財務式指標多方面評估,可有助提升公司競爭優勢。
The purpose of this study is to investigate performance measurement systems, based on the Balanced Scorecard (BSC) concept, to empirically measure the tour leader performance of outbound travel agencies. The construct of measuring tour guides’ performance, based upon the revised BSC approach, has been popularized by Kaplan and Norton. This study uses the three-round Delphi approach to develop and confirm the above dimension attributes and build indicators of a tour leader’s performance measurement model. This paper proposes 18 crucial indicators that match the essential needs of an innovative performance measurement system’s development and at the same time overcomes the constraints of the traditional performance measurement.