運用永續平衡計分卡建構資訊服務業之創新服務模式

• Main Authors: Hung-Ming Chen, 陳鴻明
• Other Authors: Hung-Yi Wu
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/85828997637618098078

博士 === 國立嘉義大學 === 企業管理學系 === 104 === With the rising consciousness of sustainability in recent years, sustainable management has become the ultimate goal that many companies pursue. The information services industry, a field that emphasizes constant innovation, is especially competitive. However, there are few academic studies on the management of information services industry. Among them, there are much fewer ones exploring concepts about sustainable management. Information services businesses need a suitable innovative service model when making business strategies and facing management obstacles. This study is aimed to construct an innovative service model for the information service industry. It first incoperates the concept of sustainable development (SD), combining four traditional dimensions of a Balanced Scorecard (BSC), to become six dimensions of Sustainability Balanced Scorecard (SBSC), including “Learning and growth”, “Internal processes”, “Customer”, “Finance and economy”, “Social performance”, and “Environmental performance”. After analyzing and categorizing the features that can be used in information services industry, it complies 39 performance evaluation criteria of sustainable management. Through the Fuzzy Delphi Method (FDM), 26 key criteria are then selected by soliciting the opinions of 62 experts who have backgrounds related to information services from industries, government, or academia. The modified Kano’s two-dimensional sustainable business model is applied to classify key sustainable management evaluation criteria and it results in twenty-two “One-dimensional sustainable elements”, three “Must-be sustainable elements”, and one “Attractive sustainable element” based on the analyses of 47 expert questionnaires. Referring to the previous relevant studies of matching engineering parameters and service parameters with Theoria Resheneyva Isobretakelskehuh Zadach (TRIZ), the 26 criteria (referred as “‘service parameters’ of information services”) are matched with TRIZ engineering parameters. Twenty experts are invited to fill in questionnaires to validate the fitness of the matched TRIZ engineering/“‘service parameters’ of information services” parameters. The top six important service parameters out of the 26 key criteria are used to build up a contradiction matrix table of service quality for the information services industry corresponding to the original TRIZ contradiction matrix. Finally, according to the TRIZ 40 innovation princeples, innovative service solutions of sustainable management are developed to serve as important references of improvement of strategy making and promotion of service quality for the information services industry.