臺灣博碩士論文加值系統

近年來企業除了致力提高經營績效之外，更面臨了一波綠色訴求強度更高、面向更廣的永續發展要求。企業在追求獲利的同時，也必須兼顧社會與環境的永續才足以擁有長期的成長，創造競爭優勢。
目前，國際間許多國家多設立國家品質獎，並建置評比的內容、架構，其主要在表揚該國具卓越經營之組織。本研究以美國國家品質獎卓越績效評審標準(2011-2012 Criteria for Performance Excellence)之指標為主，輔以參考歐洲、日本與台灣國家品質獎評選機制，並於永續議題方面參考道瓊永續性評比(Dow Jones Sustainability Indexes, DJSI)項目，提出永續卓越經營模式之評分標準！以模糊德爾菲法(Fuzzy Delphi Methods)方式整合不同領域專家學者之寶貴意見提出永續卓越經營模式。再以決策實驗室法(Decision Making Trial and Evaluation Laboratory, DEMATEL)探討評估準則之間影響度，並應用分析網路程序法(Analytic Network Process, ANP)以計算評估準則間具有相互影響的關係時各準則之權重。影響度前三項分別為「高階領導」、「工作環境」、「治理與社會責任」。關聯度前三項分別為「高階領導」、「財務與市場之績效評量結果」、「顧客的聲音」。其中「高階領導」在影響度與關連度上皆為排名第一，表示在此永續卓越經營模式下其重要度相當高。透過DANP的運用各評估準則權重前三者分別為「績效評量、分析與改進績效」佔7.645%、「高階領導」佔7.374%、「員工向心力」佔7.374%；最低者為「勞動力管理之績效評量結果」佔1.918%。
藉由整合各領域專家學者之寶貴意見，本研究篩選出永續卓越經營模式評選架構，可供企業作為未來追求永續卓越經營，以及有關單位改進台灣國家品質獎評選機制之參考。

In recent years, enterprises are not only devoted to improve business performance, but also have faced a wave of stronger green demands and sustainable development requirements. Enterprises in the pursuit of profit also must take into account social and environmental sustainability to have long-term growth and create competitive advantage.
Currently, many countries have established their own National Quality Award with advanced contents and structure for recognizing performance excellence of enterprises and organizations in the country. This study, based on the United States National Quality Award for performance excellence criteria (2011-2012) of indicators and supplemented by reference to Europe, Japan and Taiwan National Quality Award mechanism and the issue of sustainability in reference to the Dow Jones Sustainability Indexes project (DJSI), proposed a sustainable business excellence model criteria. By using the Fuzzy Delphi method to integrate different experts'' comments on the sustainable business excellence model, and then adopting Decision Making Trial and Evaluation Laboratory (DEMATEL) to investigate the degree of influence between the evaluation criteria, and applying Analytic Network Process (ANP) to calculate the weights of the criteria when having inter-relationship of mutual influence between criteria. The results showed that the top three influence factors are "senior leadership", "working environment", and "governance and social responsibility ". The top three correlation factors are "senior leadership ", "financial and market performance evaluation results", and "voice of the customer". "Senior leadership" ranks first for both influencing and correlation factors, which means it is the most important factor in the sustainable business excellence model. Weights of the top three criteria after DANP are "performance measurement, analysis and improvement of performance" accounted for 7.645%, "senior leadership" accounted for 7.374%, and "workforce engagement" accounted for 7.374%.
By integrating the valuable advices of experts and scholars in various fields, the study established sustainable business excellence model framework which can be used by enterprises as reference for future pursuit of sustainable business excellence and for improving Taiwan National Quality Award in the future.

摘要 i
英文摘要 ii
致謝 iv
目錄 v
表目錄 vii
圖目錄 x

第一章 緒論 1
1.1研究背景 1
1.2研究動機 4
1.3研究目的 4
1.4研究流程 6

第二章 文獻回顧 7
2.1企業永續發展 7
2.2社會責任投資 12
2.3社會責任投資評等指標 18
2.4卓越經營模式 21
2.4.1全面品質管理 22
2.4.2全面品質管理與卓越經營模式之關係 25
2.4.3先進國家卓越經營模式 28
2.5中華民國國家品質獎現況探討 53

第三章 研究架構與方法 59
3.1研究方法與流程 59
3.2永續卓越經營模式建立 61
3.3模糊德爾菲法 68
3.3.1 模糊理論 68
3.3.2 傳統德爾菲法 68
3.3.3 模糊德爾菲法 69
3.4應用模糊德爾菲法進行指標篩選 74
3.4.1 設計專家問卷 75
3.5決策實驗室分析法 76
3.6 DEMATEL為基礎之分析網絡程式分析法 79

第四章 研究結果與分析 84
4.1永續卓越經營模式初擬架構 84
4.2模糊德爾菲專家問卷結果分析 86
4.2.1 專家問卷訪談對象 86
4.2.2 第一次模糊德爾菲專家問卷結果分析 87
4.2.3 第二次模糊德爾菲專家問卷結果分析 91
4.2.4確立永續卓越經營模式架構 93
4.3決策實驗室分析法(DEMATEL)分析準則之相依關係 97
4.3.1 構面層關聯度與因果關係 98
4.3.2因子層關聯度與因果關係 104
4.3.3 DANP 分析準則之權重排序 119
4.4研究對我國國家品質獎之建議 129

第五章 結論與建議 133
5.1結論 133
5.2建議 134

參考文獻 136

附錄
A 第一次模糊德爾菲專家問卷 141
B 第二次模糊德爾菲專家問卷 153
C DANP專家問卷 158

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會議論文
[44]陳啟光、張君儀，「企業卓越經營架構之信度與效度」，決策分析研討會論文集，中壢，2008。

學位論文
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網路資料
[52]公開資訊觀測站，http://newmops.twse.com.tw/
[53]台灣企業社會責任網，http://csr.moea.gov.tw/
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[55]證券櫃檯買賣中心，http://www.otc.org.tw/
[56]Global Reporting Initiative, GRI, http://www.globalreporting.org/
[57]International Organization for Standardization Social Responsibility, ISO SR http://iso.org/sr
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[59]World Economic Forum, WEF, http://www.weforum.org/
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