物業管理公司之經營績效評估－平衡計分卡之應用

Assessment the Performance of Property Management Company-the Use of Balanced Scorecard

10.29467/JPM.201203.0002

吳鑑衡(Chien-Heng Wu)；陳維東(Wei-Tong Chen)

績效評估模式 ； 平衡計分卡 ； 分析網路程序法 ； Performance assessment model ； Balance score card ； Analytic network process

物業管理學報

3卷1期（2012 / 03 / 01）

9 - 16

繁體中文

Performance assessment model;Balance score card;Analytic Network Process

The business scope of the property management industry is broad, and the service cost occupies a high ratio of business volume. Accurate assessment the operational performance of a property management company is very important. Using the Delphi method and Analytic Network Process (ANP), this study adopts Balance Score Card (BSC) to build a performance assessment model. A sample corporation is used to validate the purposed model's practicability. The four-aspect based BSC model (financial, customer, internal process, learning and growth) is equips with 16 performance assessment factors (PAFs). The top five PAFs are: customer satisfaction, A/R & N/R completion percentage, image and business reputation, innovation ability, and cost control. It is found that customer relationship is very important to this industry. Use BSC can help the case company to define the index of the operational performance, and clarify the responsibility and basis of measurement between departments. Moreover, the result of case study illustrates that the development of the case company is fairly stable. However, the company still needs to boost distribution of resource, reduce operating costs, combine the reward method to enhance the team spirit, watch the business of current costumers to extend the continue rate of costumers, and expand the growth of operating integrate outcomes.

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