The Development of Productivity Management and Decision Support Model for Service Systems
林宏杰、黃開義
E-mail: [email protected]
ABSTRACT
ABSTRACT Due to the increase of the internal and the external competition pressure, labor shortage, increasing laborage and the deterioration of the internal investment environments, efficient use and effective allocation of resources become important issues for the management of service industry. Productivity is a proper and popular criterion to measure the efficiency and the effectiveness of service system performance. This research emphasizes on unit level productivity in order to develop a productivity management, and decision support model for service systems. Three productivity indices are presented for service system productivity measurement and evaluation through the definition of input and output factors. According to the productivity management model being developed, several issues related to service decisions are addressed, such as manpower control decision, capital investment decision and operational strategy decision, in order to develope decision support model for service systems. Through the decision support functions, managers can analyze service decisions from productivity point of view; therefore, enhance the quality of service decisions.
Finally, a case study is adopted for illustrating and validating the performance of the productivity management model as well as the service decision support model being developed.Keywords: Service Systems; Productivity Management; Decision Support Model.
Keywords : Service Systems ; Productivity Management ; Decision Support Model Table of Contents
目錄 封面內頁 授權書...iii 中文摘要...iv 英文摘要...v 誌 謝...vi 目錄...vii 圖目錄...ix 表目
錄...x 第一章 緒論...1 第一節 研究動機...1 第二節 研究目 的...3 第三節 研究範圍...3 第四節 研究方法...4 第五節 研究步 驟...5 第二章 文獻探討...10 第一節 服務系統...10 第二節 生產力管 理...11 第三節 決策支援模式...16 第三章 服務系統生產力管理模式...19 第一節 生 產力指標之建立...19 第二節 投入與產出之定義...23 第三節 生產力衡量與評估...35 第四章 服務系統決策支援模式...40 第一節 人力控制決策分析...40 第二節 資本投入決策分 析...48 第三節 營運策略決策分析...58 第四節 服務決策支援系統之架構...67 第五章 模 式應用與實證研究...76 第一節 服務系統生產力管理模式之應用...76 第二節 服務系統決策支援模式之應 用...89 第六章 結論與建議...95 第一節 結論...95 第二節 未來發展與建
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