Using balanced scorecard approach to project management performance 胡效匡、曾清枝
E-mail: 342132@mail.dyu.edu.tw
ABSTRACT
Project management is the core activity in many firms. Project management performance may directly affect the firm survival; as a result, how to measure project management performance is a crucial topic for all the firms. From previous works on measuring project management performance, most of the studies are focus on project internal factors such as cost, schedule and quality, ignoring project external factors. Therefore, this study attempts to construct an assessment model to evaluate project management performance, ranging from internal to external factors. The model consists of four dimensions, originated from Balanced Scorecard (BSC), and 19 key performance indicators (KPIs), then integrate all KPIs into a single index. Finally, through expert questionnaire by using Analytic Hierarchy process (AHP), the weights of four dimensions and nineteen KPIs are easily obtained. The major findings of this study is discussed as follows. Through the survey of this study,we can understand that the project management performance of the company's key performance indicators of the views, which the internal processes, is the highest weight. We can see in this case the Balanced Scorecard companies wishing to import the most critical dimensions are internal processes (project maturity), and thus improve customer satisfaction to achieve improved financial indicators.
Keywords : project management performance,、Balanced Scorecard、Analytic Hierarchy process Table of Contents
目 錄 中文摘要 ．．．．．．．．．．．．．．．．．．．．．． ii 英文摘要 ．．．．．．．．．．．．．．．．．
．．．．． iii 誌謝 ．．．．．．．．．．．．．．．．．．．．．．．． iv 目錄 ．．．．．．．．．．．．．．．
．．．．．．．．． v 表目錄 ．．．．．．．．．．．．．．．．．．．．．． vii 圖目錄 ．．．．．．．．．
．．．．．．．．．．．．． viii 第一章 緒論．．．．．．．．．．．．．．．．．．．． 1 第一節 研究背 景與動機．．．．．．．．．．．．． 1 第一節 研究目的．．．．．．．．．．．．．．．． 2 第一節 研究範圍與流程．．．．．．．．．．．．． 3 第二章 文獻探討．．．．．．．．．．．．．．．．．． 5 第一 節 專案管理．．．．．．．．．．．．．．．． 5 第二節 專案績效管理．．．．．．．．．．．．．． 8 第三節 平衡計分卡．．．．．．．．．．．．．．． 13 第四節 專案成熟度．．．．．．．．．．．．．
．． 第五節 層級分析法．．．．．．．．．．．．．．． 18 第三章 研究架構．．．．．．．．．．．．．
．．．．． 32 第一節 研究方法與流程．．．．．．．．．．．．． 32 第二節 建構專案管理績效評估模式．
．．．．．．．．． 33 第三節 構面的研擬．．．．．．．．．．．．．．．．． 35 第四節 整體績效指標．．．
．．．．．．．．．．．．． 第四章 研究結果與分析．．．．．．．．．．．．．．． 第一節 調查方法與對象
．．．．．．．．．．．．． 第二節 問卷發放結果．．．．．．．．．．．．．． 第五章 結論與建議．．．．
．．．．．．．．．．．．． 第一節 結論 ．．．．．．．．．．．．．．．．．． 第二節 研究貢獻．．．．．
．．．．．．．．．．． 第三節 研究限制．．．．．．．．．．．．．．．． 第四節 後續研究之建議．．．．
．．．．．．．．．． 參考文獻．．．．．．．．．．．．．．．．．．．．． 42 表 目 錄 表 2-1 隨機指標(R.I.)表．．
．．．．．．．．．．．． 30 表 4-1 受訪者資料．．．．．．．．．．．．．．．．． 39 表 4-2 平衡計分卡專案績效評 估模式構面排序．．． ．． 40 表 4-3 財務構面之績效指標之排序．．．．．． ．．．． 42 表 4-4 顧客構面之績效指標之 排序．．．．．． ．．．． 44 表 4-5 專案員工學習與成長構面之績效指標之排序 ．．． 49 表 4-6 整體權重排序表．．．
．．．．．．．．．．．． 50 圖 目 錄 圖 1-1 本研究流程圖．．．．．．．．．．．．．．．．．4 圓 2-1 五個程序群流 程關係圖．．．．．．．．．．．． 7 圖 2-2 平衡計分卡四個構面關係圖．．．．．．．．．． 14 圖 2-3 發展平衡計分卡 之流程．．．．．．．．．．．． 15 圖 3-1 本研究架構圖．．．．．．．．．．．．．．．． 34 圖 4-1 平衡計分卡專案 績效評估模式的四個構面的排序 ． 46 圖 4-2 財務構面指標之排序．．．．．．．．．．．．． 48 圖 4-3 顧客構面評估指 標之排序．．．．．．．．．．． 50 圖 4-4 專案員工學習與成長構面評估指標之排序．．．． 56
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