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Student Number 964303030
Author Yu-neng Weng(翁宇能)
Author's Email Address No Public.
Statistics This thesis had been viewed 1524 times. Download 1638 times.
Department Executive Master of Information Management
Year 2008
Semester 2
Degree Master
Type of Document Master's Thesis
Language zh-TW.Big5 Chinese
Title Performace Evaluation of the Enterprise's Information Technology Division by Using Analytic Hierarchy Process
Date of Defense 2009-06-15
Page Count 95
Keyword
  • AHP
  • BSC
  • IT Division
  • KPI
  • Performance Appraisal
  • Abstract E-Business has become a major trend for all corporations in the world, thus, the IT divisions within the companies play a crucial role in maintaining the functionality of the companies. It has already become a very important issue for enterprise management to utilize the IT division to its full potential via “Performance Appraisal” methodology.
      Based on the four perspectives of the Balanced Scorecard (BSC), this research aims at finding the Key Performance Indicators (KPIs) for the programmers in the IT division of a certain enterprise. These indexed are collected by consulting the managers and surveying related Indicators used in previous research.
      In addition, using Analytic Hierarchy Process (AHP), the relative weights between the four perspectives and the indexes could be obtained. Then, the original evaluation items in job performance assessment are linked to different KPIs so that the values of these KPIs could be determined through these already existing items.
      This work has two advantages. First, the proposed methodology can obtain the KPIs and determine their weights and values more objevtively. Second, by linking the KPIs to the original evaluation items in job performance assessment, it is ecpected that the resistance to implementation can be alleviated. The results of this study could be used as the reference in doing “Organization Change” and “Performance Measurement”.
    Table of Content 摘要.................................................I
    ABSTRACT............................................II
    誌謝...............................................III
    目錄.................................................V
    圖目錄.............................................VII
    表目錄............................................VIII
    第一章 緒論..........................................1
     1.1 研究背景及動機................................1
     1.2 研究目的......................................4
     1.3 研究預期貢獻..................................4
    第二章 文獻探討......................................5
     2.1 平衡計分卡....................................5
      2.1.1 平衡計分卡的四個構面......................6
      2.1.2 平衡計分卡的建構流程.....................11
      2.1.3 關鍵績效指標.............................12
     2.2 資訊部門之相關績效指標探討...................15
      2.2.1 資訊部門委外系統的績效指標...............15
      2.2.2 資訊部門的績效指標.......................18
      2.2.3 資訊部門導入 ERP 的績效指標..............23
    第三章 研究方法.....................................25
     3.1 研究方法概述..................................25
     3.2 問卷調查法...................................26
     3.3 分析層級程序法...............................27
      3.3.1 AHP分析步驟..............................29
      3.3.2 整合AHP分析結果..........................36
    第四章 個案集團簡介.................................37
     4.1 個案集團 F 背景...............................37
     4.2 個案集團 F 資訊部.............................38
      4.2.1 ERP 系統開發.............................39
      4.2.2 OA系統...................................41
      4.2.3 知識庫管理系統...........................41
     4.3 資訊部發展策略................................43
     4.4 現行績效指標簡介..............................45
     4.5 層級化績效指標之發展及調查....................51
    第五章 研究結果及討論...............................52
     5.1 績效指標初步篩選..............................52
     5.2 第一階段問卷調查..............................55
      5.2.1 第一階段問卷調查專家基本資料..............55
      5.2.2 第一階段問卷調查結果......................56
     5.3 第二階段問卷調查..............................62
      5.3.1 第二階段問卷調查指標選取..................62
      5.3.2 第二階段問卷調查專家基本資料..............65
      5.3.3 第二階段問卷調查及結果....................66
     5.4 整合績效指標衡量標準..........................71
    第六章 結論與建議...................................77
     6.1 結論..........................................77
      6.1.1 第一階段問卷調查.........................77
      6.1.2 第二階段問卷調查.........................78
      6.1.3 實行效益預估.............................80
    6.2 建議...........................................80
      6.2.1 應用於評估小組貢獻度.....................80
      6.2.2 對後續研究建議...........................81
    參考書目............................................83
    附錄一 第一階段問卷................................86
    附錄二 第二階段問卷................................89
    Reference 中文部分
    1. Robert S.Kaplan&David P. Norton,「平衡計分卡 資訊時代的策略管理工具」,朱道凱(譯),3~5頁,1999。
    2. 吳智鴻,「管理數學之應用:層級分析法(AHP)之原理應用與軟體開發」,簡報檔, 2006。
    3. 李儀隆,「以 BSC 結合 AHP 建立穩健營運策略–以 LCD 個案公司為例」,逢甲大學,碩士論文,37~40頁,2005。
    4. 周齊武、Kamal Haddad、吳安妮、李惠娟,「平衡計分卡於服務部門之應用—以資訊部門為例」,會計研究月刊,192期,99~105頁,2002。
    5. 林東毅,「大學資訊中心 KPI 研究—以淡江大學為例」,淡江大學,碩士論文,24~29頁,2004。
    6. 洪伯楷,「平衡計分卡在高科技產業實施過程與成效之探討」,國立中央大學,碩士論文,4頁,2004。
    7. 張亮明,「應用平衡計分卡提升資訊委外績效之研究 – 以某研究單位資訊系統為例」,國立中央大學,碩士論文,75-78頁,2002。
    8. 陳正義,「平衡計分卡應用於高中職學校資訊部門績效評估之研究」,義守大學,碩士論文,33~48頁,2005。
    9. 陳育凱,「ISP之關鍵成功因素探討-運用AHP法」,文化大學,碩士論文,41~44頁,2003。
    10. 陳韻雯,「以 AHP 法探討 ERP 績效衡量指標之權重」,國立中央大學,碩士論文,25~29頁,2006。
    11. 湯宗泰、郭家欣,「資訊部門經營管理之實證研究」,管理與系統,第三卷、第二期, 147頁,1996。
    12. 廖經泰,「層級分析法於群體決策偏好整合之研究」,國立成功大學,碩士論文,24~27頁,2006。
    13. 劉丁豪,「以平衡計分卡觀點發展資訊部門之績效衡量準則」,中原大學,碩士論文,37-45頁,2003。
    14. 鄧振源、曾國雄,「層級分析法的內涵特性與應用(上)」,中國統計學報,第廿七卷,6期,5~22頁,1989。
    15. 謝欣志,「公務機關資訊部門績效評估之研究—以某公部門為例」,義守大學,碩士論文,23~34頁,2007。
    16. 羅盛宏,「採用平衡計分卡觀點建構資訊部門績效評估準則—資訊系統行行開發與委外服務之比較研究」,中原大學,碩士論文,66-73頁,2005。
    英文部分
    1. American Productivity & Quality Center(APQC), “SUMMARY OF OSBC MEASURES: INFORMATION TECHNOLOGY (IT) ORGANIZATION”, 2009/04, web site: http://www.apqc.org/portal/apqc/ksn?paf_gear_id=contentgearhome&paf_dm=full&pageselect=detail&docid=135340
    2. Benbasat, I., D. K. Goldstein, and M. Mead, “The case research strategy in studies of information systems”, MIS Quarterly, 11(3):pp.363-386, 1987.
    3. Chow, Chee W., Kamal M. Hadda & James E. Williamson, “Applying the Balanced Scorecard to Small Companies”, Management Accounting, pp.21-27, 1997/08.
    4. Saaty, T.L., “The Analytic Hierarchy Process”, New York: McGraw Hill, 1980.
    5. Satty, Thomas L., Vargas, Luis G., Boston: Kluwer Nijhoff, “The Logic of Priorities”, 1982.
    Advisor
  • Yen-Liang Chen(陳彥良)
  • Files
  • 964303030.pdf
  • approve immediately
    Date of Submission 2009-07-09

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