平衡計分卡策略地圖之系統動態研究－以嘉義市西區區公所為例

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Title:	平衡計分卡策略地圖之系統動態研究－以嘉義市西區區公所為例
Other Titles:	A System Dynamic Study of Balanced Scorecard Strategy Map--Take West District Office Chiayi City as an Example
Authors:	許玉鳳 Hsu, Yu-feng
Contributors:	企業管理系管理科學碩博士班褚麗絹 Li-chuan Chu
Keywords:	系統動態學;策略地圖;平衡計分卡 Balanced Scorecard;Strategy Map;System Dynamics
Date:	2009
Issue Date:	2015-03-19 15:14:32 (UTC+8)
Abstract:	本研究目的在探討區公所推動平衡計分卡的長期效益，以作為區公所民眾滿意度研究之參考。　　　　研究方法以嘉義市西區區公所進行個案研究，藉由區公所繪製平衡計分卡策略地圖各衡量項目之因果關係，利用系統動態學建立系統動態模型，進行模擬分析其結果，得到以下結論：(1)離職率上升，對員工服務品質及民眾滿意度造成下降的影響，為維持或提升民眾滿意度，應加強人員的穩定性。(2)提供適當的經費資源配置，及對員工適度的壓力，將綜效造成學習成長效果累積，進而提升員工服務品質，造成民眾滿意度的上升。(3)調高學習成長目標值可以得到較高的員工服務品質，進而造成民眾滿意度的改善。　　The purpose of the research is to expect that the district office government can use Balanced Scorecard to improve the whole benefit for a long time and be a reference to the research of the populace degree of satisfaction. 　　　The research adopts the West District Office Chiayi City as a case study to draw upon Balanced Scorecard Strategy Map and weigh causality of the project of the district office government, then set up system dynamics model, to simulate, and analyze the result, which are used to the conclusion of this research:(1)The employee withdrawal rate rises, causes a drop in service quality and the populace degree of satisfaction for promoting or maintaining the populace degree of satisfaction, should strengthen the stability of personnel.(2)Providing the suitable resource deployment and moderate pressure to the staff, would accumulate the synergy effect of learning and growth effect, then promotes the service quality of staff and rises the populace degree of satisfaction.(3)Raise the learning and growth target value to getting the higher service quality of staff and improve the populace degree of satisfaction.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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