建構蔬果供應商關鍵績效指標因果模型

Constructing a Causal Model of Key Performance Indicators for a Fresh Produce Supplier

李怡潔(Yi-Chieh, Li)

指導教授 ： 顏憶茹

國立臺中科技大學/資訊與流通學院/流通管理系碩士班/碩士(2014年)

摘要

隨著生活型態與飲食習慣改變，國人外食比例增加，促使餐飲業蓬勃發展，進而帶動食材供應服務之需求。由於蔬果本身易腐及不耐碰撞等特性，使得蔬果供應商如何適時、適量與適當品質的有效完成蔬果食材供應服務，成為重要議題之一。若能有一套良好的績效評估系統，蔬果供應商將可藉此提升營運績效。故本研究針對國內一特定蔬果供應商，為其發展績效指標並建立關鍵績效指標間因果模型。
本研究首先對特定蔬果供應商進行企業診斷，搭配平衡計分卡，蒐集69項績效指標，以德菲法為基礎，透過問卷進行三階段專家資料蒐集與評析。第一階段以灰色統計法，篩選重要績效指標；第二階段採用層級分析法，計算各重要指標相對權重，篩選關鍵績效指標；第三階段決策實驗室法，計算各項關鍵績效指標關聯度與原因度，並建構關鍵績效指標因果模型。
研究結果發現，「蔬果品質一致性」、「產品新鮮度」、「農藥殘留檢驗不合格率」與「存貨週轉率」為影響類指標，皆單向影響其他績效指標，並具有較高重要程度。前二者為最重要的關鍵績效指標；後二者雖關聯度與門檻值有些微差距，但根據實務考量，本研究認為此兩項指標亦為蔬果供應商的重要績效指標，故本研究將上述四項指標列為特定蔬果供應商之重要關鍵績效指標。

關鍵字

蔬果供應商 ； 績效管理 ； 績效評估 ； 關鍵績效指標 ； 灰色統計法 ； 層級分析法 ； 決策實驗室法

並列摘要

Accompanying the changes of life style and eating habit, the proportion of citizens eating-out have been increasing and the food and beverage industry has been blooming, which has promoted the demand for food supply service. Because fruits and vegetables have the characteristic of being perishable and fragile, it is very important for a fresh produce supplier to learn how to complete the food supply service effectively, that is, at right time and with right quantity and right quality. In view of the fact that a good performance evaluation system can substantially improve the operational performance for fresh produce suppliers, this study developed key performance indicators and constructed a causal model of KPI for a specific fresh produce supplier.
This study made the Business Diagnosis first, and then collected sixty-nine performance indicators with the Balanced Scorecard. Based on the Delphi method, these indicators were further analyzed and screened using the questionnaire through three stages. In the first stage this study used the Gray Statistics to screen more important performance indicators. In the second stage, AHP was used to calculate the relative weights for screening KPI. In the third stage this study used DEMATEL to calculate the degree of relation and causality of KPI, and constructed a causal model accordingly.
The results showed that "consistency of fruit and vegetable quality", "product freshness", "the failure ratio of pesticide residues test" and "inventory turnover" were the important KPI for the specific fresh produce supplier. All of these four indicators were the impact indicators. They unidirectional influenced other indicators, and were more important than other indicators. The first two indicators were the most important KPI. As for the last two indicators, their degree of relation did not exceed the threshold value. However, considering the actual situation, this study still classified them as the important indicators for this fresh produce supplier.

並列關鍵字

Fresh Produce Supplier ； Performance Management ； Performance Evaluation ； Key Performance Indicators ； Grey Statistics Analysis ； Analytic Hierarchy Process ； DEMATEL

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