客運交通運輸業導入車隊管理系統之關鍵成功因素

The Critical Success Factors of Fleet Management Systems for the Passenger Transport Industry

許明哲(Ming-che Hsu)

指導教授 ： 陳志誠

大同大學/經營設計學院/資訊經營學系所/碩士(2010年)

摘要

在台灣客運交通業者導入車隊管理資訊系統的比率並不高，考量因素不外乎是營運成本增加、同行建置、客戶要求、產品功能是否符合公司作業需求…等。交通部公路總局在每兩年問卷調查中發現，「公司經營體質改善，並加強營運管理」長期以來一直為營運成長主因排名第二順位，由此可知客運運輸業體認營運管理對公司發展之重要性，而如何讓車隊管理系統成為營運改善與認知之重要性，以及導入關鍵成功因素為何？成為本研究欲探討之主題。
本研究以客運運輸業者為研究對象，探討導入車隊管理系統對於客運交通運輸業營運價值與需求，尋求導入確切關鍵成功因素。在研究中首先以文獻為理論依據再以問卷層級分析法(AHP)與深度訪談方式建構本研究之理論架構。由初級資料蒐集相關文獻回顧與現況分析，並探尋適合相關衡量構面與評估準則建立研究架構。理論依據以「平衡計分卡」與「資訊科技投資績效評估考量」為主軸提出策略構面架構，包含有「財務構面」、「顧客構面」、「內部流程構面」、「學習與成長構面」等四大構面，再「以價值鏈模型探討GPS應用於交通車隊管理作業之績效」與學者所提「導入資訊系統關鍵成功因素」彙整，藉由前測專家問卷彙整出導入車隊管理關鍵成功因素之衡量構面與評估準則，由此建構本研究架構。
在資料蒐集部分以問卷客運交通業者，應用層級分析法(AHP)分析、評選，後建構確切核心的五大導入成功關鍵因素。為求研究有效性輔以深度訪談方式來驗證其關鍵成功因素。
本研究結果顯示影響客運交通運輸業導入車隊管理系統之成功關鍵因素依序為：(1)系統可靠與穩定性 (2)高階主管支持 (3)顧客滿意度提升 (4)服務品質正確反應 (5)資訊管理改善；以及在深度訪談後歸納新增「營運成本降低」在財務構面的重要關鍵因素，因此本研究之成功關鍵共六大因素。對於開發客運車隊管理系統業者提供確切業界方向與導入率提升，在客運業者而言務實導入車隊管理重要性，並加強改善營運體質與管理提供正確關鍵因素指標。

關鍵字

車隊管理 ； 關鍵成功因素 ； AHP層級分析法 ； 平衡計分卡

並列摘要

Currently, only a few passenger transport carriers in Taiwan hve introduced the Fleet Management System because of operation cost increase, establishment of peers, customers’ requests, as well as whether the product functions complying with the company’s operations, etc. According to a questionnaire survey conducted every two years by the Directorate General of Highways of the Ministry of Transport, R.O.C., improvement of company performance and management has always ranked top 2 among the factors for the business growth over a long time, indicating that the passenger transport industry has realized the importance of operation management to its development. Yet, referring to the Fleet Management Systems, how to make the carriers of the industry realize its importance in improving their performance, and why it is expected to introduce the critical success factors of fleet management systems for the industry? Concerning these problems, the research was conducted concerning these problems, and tried to propose useful conclusions for subsequent studies and practices.
Focusing on the carriers of the passenger transport, the research discussed the value of the Fleet Management System to the passenger transport industry and demands, and explored to introduce accurate critical success factors of the systems. Firstly, on the basis of theory drew from literature, the research built up its structure by menas of analytical hierarchy process questionnaire and in-depth interviews. Then, by reviewing relevant literature and analyzing current state of the industry, the research explored and developed appropriate measuring facets and evaluation criteria of the critical success factors. In terms of theory basis, centering on Balanced Scroecard and Evaluations and Consideration of Performance of Information Technology Investment, the research developed foru strategic facets composed of Financial, Customer, Internal Business Processes and Learning Growth, which were then compiled by Analysis of Transport and Fleet Management affected by GPS Application in the View of Value Chain and Critical Success Factors of Information Systems. Via the previous experts questionnaire, the research finally compiled measuring facets and evaluation criteria of critical success factors of Fleet Management Systems for the passenger transport industry as the final structure of the research.
In the process of data collection, the questionnaire was sent to the carriers of passenger transport, and then analyzed and evaluated by Analytical Hierarchy Process (AHP), by which the five key critical success factor of Fleet Management Systems were developed, followed by the verifications by means of in-depth interviews for their effectiveness.
From the research, six critical factors of the Fleet Management Systems to the passenger transport industry were developed and ranked as follows: (1) realibility and stability of the system; (2) support from senior management; (3) improvement of customers’ satisfacton; (4) accurate reflections of service quality; (5) improvement of information management; and (6) decrease of oepration cost added to the facet of finnacial after summarizing the in-depth interviews. Further, the research proposed to provide accurate industry development trend the carriers of the industry, increase the applications, importance of the practical Fleet Management Systems, as well as correct indexes of critical factors to strengthen and improve operation institution and management.

並列關鍵字

Fleet Management ； CSF ； AHP ； Balanced Scorecard

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