國民小學資訊業務績效評估之研究－以高雄市為例

The Performance Evaluation on Public Elementary Schools Information Service in Kaoshiung City.

鄭嬿鈺(Yen-Yu Cheng)

指導教授 ： 梁鐿徽

義守大學/電機資訊學院/資訊管理學系/碩士(2016年)

摘要

本研究旨在建立國民小學資訊業務策略管理績效的平衡計分卡模型。以平衡計分卡(Balanced Scorecard)作為研究對象的績效衡量工具，依組織特性的策略與目標，績效衡量聚焦於使用者、價值、內部流程與未來準備度構面等四大構面，並提供一個適當、合理、有效、容易、精確的績效衡量方式。
本研究藉由國內外文獻探討整理出國民小學資訊業務績效衡量準則，發展國民小學資訊業務績效研究問卷，藉由親自訪談及解釋問卷填答方式，本研究以高雄市公立國民小學為例，對象為機關首長、一級主管成功回收合格14份專家問卷，利用「分析層級程序法」（Analytic Hierarchy Process,AHP）及「分析網絡程序法」(Analytic Network Process,ANP) 進行分析，並藉由AHP及ANP專業統計程式Expert choice 2000及Super Decisions分析結果，於完成各構面及指標權重計算後，建立本研究對象之平衡計分卡模型。
研究結果顯示構面層與各構面之準則間之權重並非平均分配權重，準則間權重存在不同差異。構面層間之重視程度依序為「價值構面」、「使用者導向構面」、「內部流程構面」、「未來準備度構面」。各構面中所包含之各績效衡量準則綜合分析後，在國民小學資訊業務績效衡量時，極重視的前三項準則分別為「滿足維護校園資訊設備及網路服務的需求」、「提供充分及有效成本的訓練及研習」與「資訊融入教學規劃及執行」。使績效衡量可以聚焦於國民小學資訊業務的必要投入與產出效益，更可以作為國民小學資訊業務績效改善之策略方向。最後，發展出一個整合的策略與績效管理系統，由本研究所建立平衡計分卡模型建構出國民小學資訊業務績效衡量的準則，並提供國民小學行政策略的參考，盼能有效利用有限的預算資源並做合理合適的分配，以提昇整體績效。

關鍵字

資訊組長 ； 資訊執秘 ； 平衡計分卡 ； 分析網絡程序法

並列摘要

The purpose of this study is to establish balanced scorecard in performance measurement of public elementary schools information service. Balanced IS scorecard used as a measurement tool to assess study subjects, according to its strategy and goal formed by its assignment property, can be divided into four levels: User orientation, Value, Internal processes, Future readiness, which can provide us with a timely, efficient, flexible, simple, accurate, and highly overall reliable measurement tool.
This research figured out the criterion for evaluating the performance of information service affiliated to public elementary schools. According to the criterion, a questionnaire was developed to probe into the performance of information department affiliated to public elementary schools. Questionnaires were dispatched and explanations about the items were given to master executives. Fourteen expert questionnaires were retrieved and analyzed by Analyical Hierachy Process(AHP) and Analytic Network Process(ANP). After the data was collected and analyzed by Expert Choice 2000 and Super Decisions statistical software.After completing weighted calculation of every level and indicator, balanced scorecard model of this study subjects is thus established.
The findings of this study show that the indicator weightings between and among all the levels are not the same, rather there exists certain amount of differences. The degrees of attention drawing in order of importance among all levels are value level, user orientation level,internal processes level and future readiness. After comprehensively analyzing indictors of performance measurement included in every level, the highly valued top three indictors are, when conducting performance measurement in public elementary schools information service, “satisfy end-user requirements that information equipment and internet service system is functioning properly,”“Provide cost-effective training that satisfies end-user,” and “the integrating information technology into instruction of planning and implementation” respectively.
To make the evaluation of performance not only focused on the essential investment and benefits but also provided tactics for future improvement of Information service affiliated to Public elementary schools . Finally, to develop an integrated system of tactics and performance management, utilizing the Balanced Scorecard to construct the criterion for evaluating the information service affiliated to public elementary schools, attempting to provide public elementary schools with an easy reference for administrative tactics, so that it is possible to utilize limited budget and resources, making reasonable and suitable distribution and even promoting the whole performance.

並列關鍵字

Technology Coordinators ； Informational executive secretary ； Balanced Scorecard ； Analytic Network Process ； ANP

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