Combine the BSC and ANP in Performance Evaluation for Taiwan Taoyuan International Airport

• Main Authors: LIN,YA-TING, 林雅婷
• Other Authors: CHEN,CHIH-HSIEN
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/n57u57

碩士 === 佛光大學 === 管理學系 === 97 === From the International Air Cargo Forum in 2008, Boeing forecasted that the next 20 years will be an annual growth rate of global air cargo growth of 5.8 percent. In addition, according to the International Air Transport Association (IATA) forecasts, the global airline passengers will be 5.1 percent annual rate of growth, the growth of the Asia-Pacific region will reach 5.9 percent, and Asia will increase more than 300 million visitors by 2011. However, the global financial tsunami in 2008 and new type flu of H1N1 in 2009, has been a serious negative impact of airport and airline performance, and even huge losses. Therefore, how to create a complete set of performance assessment model will be the pursuit of operating an important foundation for effective management. In this paper, the mission, vision and strategies of the Taiwan Taoyuan International Airport are assessed by the four perspectives—financial perspective, customer perspective, internal perspective, and learning and growth perspective—of Balanced Scorecard (BSC). In order to achieve the balance between the perspectives, the analysis of cause-effect-cause relationship and strategy map are implemented to develop the key performance indicators (KPIs). By the results of this study, the model of performance evaluation can also be used for other domestic airports as well as promote the performance of Civil Aviation Authorities to improve the competitiveness of reference. From the findings of this study, the priorities for financial perspective are business profit, transported goods volume, operating margin, each week flight number, and passenger transport rate. In the customer perspective, the priorities are the customer satisfaction, the on time delivery rate, the customer retention rate, the customer complaint, and the parking convenience. In the internal process perspective, the priorities are custom efficiency, cargo export efficiency, cargo import efficiency, information system, and cargo tracking system. In the learning and growth perspective, the priorities are the staff specialization, the training, the staff knowledge, the staff learning attitude, and the employee turnover rate.