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研究生:黃致遠
研究生(外文):Chin-Yuan Huang
論文名稱:企業工程委外承攬商評選之研究:以平衡計分卡為觀點
論文名稱(外文):The Study of Contractor Selection: A Balanced Score Card Perspective
指導教授:張洝源張洝源引用關係
學位類別:碩士
校院名稱:國立虎尾科技大學
系所名稱:工業工程與管理研究所
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:99
中文關鍵詞:平衡計分卡模糊德爾菲法層級分析法外包
外文關鍵詞:Balanced Score CardFuzzy Delphi MethodAnalytic Hierarchy ProcessOutsourcing
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企業近年來在全球激烈競爭與經濟不經景氣的經營壓力下,為降低生產成本以提高企業競爭力,將一般企業內非核心的工作以發包方式委外(外包)施工,因此委外承攬商之品質、效率及成本已成為企業最受重視的營運績效指標之一。
本研究依據文獻資料之整理與歸納,以平衡計分卡(Balanced Score Card, BSC)之四個績效構面為理論基礎,制定承攬商評選之準則,且透過模糊德爾菲法(Fuzzy Delphi Method, FDM)之專家問卷調查,建立影響承攬商評選之層級構面及準則,再藉由分析層級程式法(Analytic Hierarchy Process, AHP)評估各準則間相對重要程度,最後決定承攬商之相關準則重點指標,結果獲得17 項重點評估準則,其中又以施工品質排名第一、安全衛生管理第二。本研究以五家廠商為研究承攬商評選案例,專家評分排序結果分別是A廠商>D廠商>E廠商>B廠商>C廠商,經由事後檢定結果可得知,專家認為A廠商在施工品質及安全衛生管理表現最為優秀與準則評分結果相符。
本研究以FDM整合AHP 評選模式的應用,希望藉由建立優良承攬商之評選模式,以提昇企業競爭優勢,並期望所發現之準則能做為國內企業參考指標,進而提供委外承攬商整體評估參考之依據。

In recent years, businesses are facing with intense global competition and economic downturn. In order to reduce operating cost and enhance competitiveness, most businesses are adopting outsourcing strategy to contract non-core function or process to an independent organization. Therefore the contractor’s performance such as construction quality, efficiency and cost control would be one of the mostly concerned performance indicators.
This study aims to establish contractor selection criteria, in which contain two stages: the first stage is to obtain the contractor selection criteria based on the Balanced Score Card(BSC)with four performance dimensions, and use Fuzzy Delphi Method (FDM) to build up criteria for contractor selection by questionnaires, the second stage is based on Analytic Hierarchy Process(AHP) to find the importance weight or each criteron. This study obtains 17 key criteria, among which, two “customer” dimension criteria such as “construction quality” and “safe hygiene management” rank the first and second place. This study surveys five companies which were contractors and indicates that experts ranking result as following: A Contractor > D Contractor > E Contractor > B Contractor > C Contractor. The empirical study indicates that A Contractor did best in “construction quality” and “safe hygiene management”, consistent with the contractor selection criteria ranking results.
This study utilizes FDM and AHP to establish contractor selection model that provides reference for domestic businesses while evaluating contractor.

第一章 緒論......1
1.1 研究背景及動機.......1
1.2 研究目的......2
1.3 研究流程......2
1.4 研究限制......3
第二章 文獻探討......4
2.1 委外作業之定義......4
2.2 平衡計分卡之評選準則分析......7
2.3 德爾菲法......16
2.3.1 德爾菲法的起源......16
2.3.2 德爾菲法之適用時機......16
2.3.3 德爾菲法的基本假設......17
2.3.4 德爾菲法的優缺點......18
2.3.5 修正式德爾菲法......20
2.3.6 模糊德爾菲法......20
2.3.7 採用德爾菲法之原因......20
2.4 AHP分析法......21
2.4.1 AHP分析法之理論基礎......21
2.4.2 AHP法之特色及優勢......22
2.4.3 AHP分析法之程式......25
2.4.4 AHP分析法之相關文獻......26
第三章 研究方法......27
3.1 研究架構......27
3.2 研究工具......29
3.2.1 研究工具的發展......29
3.2.2 問卷的編製......29
3.2.3 研究流程......30
3.2.4 模糊德爾菲法資料分析......30
3.2.5 分析階層程式法......33
第四章 資料結果分析與討論......37
4.1 承攬商評選研究之德爾菲問卷調查分析......37
4.2 承攬商評選研究之層級結構分析......41
第五章 結論與建議......69
5.1 研究目的及結論......69
5.2 研究建議......70
5.3 研究貢獻......70
參考文獻......71
附錄一 問卷模糊德爾菲法專家問卷......75

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