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題名 | 應用複合多評準決策建立7-ELEVEn加盟店之新服務發展系統評價體系模式=Exploring a NSD System for Improving Service Productivity by Using a Hybrid MCDM Model--A Case Study of 7-Eleven |
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作者 | 管孟忠; 陳玟伶; | 書刊名 | 專案管理與系統工程學報 |
卷期 | 9 2011.12[民100.12] |
頁次 | 頁103-134 |
分類號 | 496.7 |
關鍵詞 | 服務生產力; 新服務發展概念; 決策試驗與評價實驗室法; 網路程序分析法; 折衷排序法; 多評準決策; Service productivity; NSD; New service development; DEMATEL; DANP; DEMATEL-based ANP; VIKOR; MCDM; Multiple criteria decision making; |
語文 | 中文(Chinese) |
中文摘要 | 國內便利商店市場高度競爭,對於7-ELEVEn加盟店這種以創新服務為導向的企業,更把重心放在提升服務生產力,從管理面而言企業必須建立一套新服務發展(NSD)系統來提升其服務生產力。NSD 系統的發展不僅為顧客提供更高滿意度的服務,更可以 提升企業的服務品質及服務生產力。本研究目的係藉由服務品質評價的探討,建立新服務發展概念評價指標體系之系統結構模型,以新服務發展概念實現服務生產力。首先,透過文獻與專家問卷彙整出新服務發展概念評價指標體系的構面及其準則,然後應用決策試驗與評價實驗室法(DEMATEL)進行各構面及準則關聯性與影響度之研究,建立新服務發展概念之系統結構模型,再結合決策實驗室分析法與網路程序分析法(DANP)找出評價系統各構面與準則之權重,最後結合折衷排序法(VIKOR)求取最佳解決方案。研究發現在五大構面中,關聯性最高的構面是構面D「公司對於新服務發展的實施」,重要度最高的影響源是構面E「公司對於新服務發展運作能力」。在以7-ELEVEn 為例的個案研究中,採用VIKOR 法在評估某7-ELEVEn 的新服務發展用以提升服務生產力之績效實證分析案例中發現,最大績效缺口為構面C「公司市場銷售」,若欲改善7-ELEVEn 的NSD 之服務生產力之整體效能,可由影響構面C「公司市場銷售」最大之構面E「公司對於新服務發展運作能力」方面進行改善,進而提升服務型企業的服務生產力。 |
英文摘要 | In a highly competitive domestic market, the kind of innovation for a service-oriented enterprise such as 7-ELEVEn should be service-oriented enterprise service productivity. To improve the productivity of business services, a service management system called the new service development (NSD) system must be established. Using the NSD system, business service quality can be improved by providing new service concepts (NSC) to customers with higher service satisfaction, and service productivity can also be improved. The purpose of this study is to build a NSD system structure model for the performance evaluation of the NSC by using a hybrid MCDM model. First, we completed a literature survey and used expert services to compile a new index system for the development of the concept of dimensions/criteria. Then, the DEMATEL (Decision-making Test and Evaluation Laboratory Method) technique can be used to build the influential relationship matrix for dimensions/criteria to measure the degree of influential logic relationship graph. Consequently, DEMATEL technique can be also used to find the influential weights (called DEMATEL-based ANP, DANP) based on the basic concept of ANP (Analytic Network Process). Finally, a VIKOR method combining DANP by weightings and using influential logic relationship graph via DEMATEL is used to determine how can be the best to reduce the gaps of performance in each dimension/criterion for achieving the best (aspiration level) solution. In five dimensions, the findings associated with the highest dimension went from D "Implementation", to that with the highest impact on important dimensions of the source: "New service development company for operational capability." For a case study, we used the VIKOR method to assess the development of new services for improving 7-ELEVEn’s service productivity as evaluated by empirical analysis of the case. We found that the largest performance gap in dimension C "Market" should be made a priority when considering areas for improvement. Based on the interdependence/inter-relation of the overall productivity in the service performance of 7-ELEVEn NSD, we can improve dimension E "NSD company for the operational capabilities" which then affects dimension C "Market", and thus can enhance the service-oriented enterprise service productivity. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。