臺灣博碩士論文加值系統

隨著環境的變遷與市場的激烈競爭，企業組織將面臨更多的挑戰，是故企業組織必須檢討過去並且策勵未來。而執行績效評估可幫助企業組織瞭解運作現況，檢視所執行之策略是否滿足顧客所需，掌控運用有限資源之成效。
以往在評估績效之問卷上多採用李克特量表(Likert Scale)，但人的感受是無法予以切割，尺度方式無法表達出人類思維模式與感受的模糊性及不確定性，且鮮少見評估績效手法納入顧客聲音，又有些績效評估之方法操作過程繁複，並在權重之決定上較於主觀。而區間語意變數能使評估者易於表態，在任兩相鄰語意變數之間作表達會較一數值更貼近人思維模式與感受的特質。又過往有關顧客需求特性之探討以日本學者狩野紀昭(Noriaki Kano)於1984年所提出的二維模型最具代表性，且Kano二維品質模式之服務品質要素分類能簡單明瞭的辨識不同顧客的需求，已被證實是用來分析顧客需求有利的工具。且有序加權平均(Ordered Weighted Averaging; OWA)運算子為一提供介於Min(and)與Max(or)之間的整合，其整合時考量變數位置與權重的相關性，且OWA運算子之相關權重可藉由不同學者提出之不同方法測定出，故此權重的決定上較主觀給定具客觀性。
是故，本研究將採用區間語意變數設計評估問卷，且以Kano正反向問卷設計顧客感受問卷，問卷回收後計算評估值與統計Kano品質屬性歸類結果，然後整合兩問卷，再採用OWA測定相關權重手法中的熵值最大化求得欲整合之相關權重，最後以OWA運算子進行整合，建立一納入顧客聲音之績效評估模式，並以案例驗證其可行性，以期建構的評估模式能提供企業組織作為執行績效評估手法之參考。

With the changes in the environment and competition among market, organizations will confront more challenges. Therefore, organizations are bound to introspect the past performances and stimulate the future. Implementing performance evaluation is not only to help organizations understand the operation of the current situation, but also to review the execution of strategy is meeting customer or not, and to be aware of the effect of using of limited resources.
The previous questionnaire design done on performance evaluation mostly conducts Likert scale. However, scale approach can not precisely reflect human mentality as well as human feeling is fuzzy and uncertainly considering that feeling cannot be divided into pieces. Few of performance evaluation ways take into voice of customers to assess performance, and some of the process of performance evaluation method is complicated, and on determining the weights is more subjective. As a consequence, interval linguistic variable is able to help the expression of evaluator because the interval between two adjacent linguistic variables is more relevant to human mentality and feeling character. The two-dimensional model proposed by a Japanese scholar Noriaki Kano in 1984 was the most representative model on researching the character of customer needs. Kano two-dimensional quality model has shown to be the most beneficial tool to analyze customer need due to its simple and clear classification on different customer needs. The ordered weighted averaging (OWA) operator can be regards as providing an aggregation between the Min (and) and the Max (or). When integrating, OWA operator takes correlation between variables’ position and weights in account, and the related weights could be determined by different methods proposed from different scholars. Therefore, on determining the weights, OWA weights have more objectivity than subjective judgments.
Thus, this study uses interval linguistic variables to design done on evaluation questionnaire, and uses Kano positive and negative questionnaire to design done on customer feeling questionnaire. After returning questionnaires, calculate evaluation value and sum up Kano quality classification, and then integrate the two types of questionnaires, then using to maximize the entropy of OWA relevant weights determination methods to obtain the relevant weights of integration, and finally, integrate values by OWA operator. It is for constructing the performance evaluation model which takes into account customers’ voice, moreover, to verify the feasibility of case in order to expect this model could provide organizations as a reference for implementing performance evaluation.

摘　要 i
ABSTRACT ii
誌謝辭 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
第二節 研究目的 2
第三節 研究範圍限制 3
第四節 研究流程 3
第二章 相關文獻探討 5
第一節 Kano二維品質模式 5
第二節 比例二元語意變數(區間語意變數) 13
第三節 OWA(有序加權平均，Ordered Weighted Averaging)運算子 19
第三章 研究方法 28
第一節 評估之架構內涵 28
第二節 整合程序之架構與流程 30
第四章 研究結果與分析 42
第五章 結論與未來研究建議 52
第一節 結論 52
第二節 未來研究建議 53
參考文獻 54
附錄A 60
附錄B 66

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