應用SCOR模式建立流程績效衡量指標之研究

A SCOR-Based Process Performance Measurement Approach

10.29836/LMR.201012.0007

曾雅彩(Ya-Tsai Tseng)；王立志(Li-Chih Wang)

績效指標 ； 供應鏈作業參考模式 ； 流程 ； 層級分析法 ； Performance Measurement ； SCOR Model ； AHP ； Logistics Processes

運籌管理評論

4卷1期（2010 / 12 / 01）

85 - 102

繁體中文

本研究結合供應鏈作業參考模式（Supply Chain Operations Reference model；SCOR），發展一套建立流程績效指標的方法，以輔助企業在透過一般性的績效指標篩選適用的績效指標時，兼顧各企業獨特的運作特性與管理需要。為避免所發展的績效指標過多產生超過管理者的認知負荷或資料蒐集不易造成指標失去意義等問題，所提方法應用層級分析法（Analytic Hierarchy Process；AHP）輔助管理者判斷各績效指標的相對重要性，並以一家庭日用化學品製造商作為例，驗證流程績效指標發展方法的可行性及有效性。

Because of the lack of practical methods and processes for enterprise to implement process-based performance measurement, the progress of process-based performance measurement related research is stagnated at the stage of development of concept development and frameworks proposals without deeper empirical studies. In response to such a problem, this paper proposes a SCOR-based process performance measurement approach for manufacturing firms to develop performance metrics to evaluate their logistic processes. The SCOR model with a systematic collection of general logistic processes and performance metrics is employed in the proposed approach to reduce time and efforts in developing performance metrics. Furthermore, in consideration of the huge amount of developed metrics that may lead to information overloading to managers and an unnecessary data collection process, the analytic AHP method is integrated in the proposed approach to identify the most critical performance metrics and their priorities. The SCOR-based process performance measurement approach is then applied to a CPG manufacturing firm to illustrate the performance measurement building process and verify the feasibility and validity of the approach.