物業管理外部案場績效評估系統之研究

Property management performance evaluation system

行政院於民國93年11通過《服務業發展綱領與行動方案》，期望培育物業管理服務業及關聯產業人才約6萬人，五年內將產值由650億元提升至1000億元。而哈佛商業評論中指出，在金融危機所造成的經濟大蕭條，企業因應之道可利用帄衡計分卡作策略監控。帄衡計分卡可將企業策略具體化，同時強調財務與非財務面的績效衡量與兩者間的帄衡。有鑑於此，本研究針對國內物管公司建立績效評核系統，因物管公司之行業特性，除針對帄衡計分卡模型外，另加入案場績效評估模型，由兩部份模型整合為本研究成果之績效評估系統。而過去所採用的關鍵績效衡量指標係擷取自相關產業之營建業，故本研究在指標擷取上係以國外物業管理產業為基礎，並透過後續多次專家訪談期盼找出更適用於國內物業管理公司之評估指標。而在另一部份的案場績效評估模型上，本研究則是直接採取專家訪談的方式得出其績效評估指標，再將兩部份指標藉由分析網路程序法（Analytic Network Process；ANP）配合其所需之問卷訪談來決定指標在各別模型之權重，並導入模糊邏輯（Fuzzy）的概念，針對其績效進行模糊綜合評判，以衡量評定出該公司之績效。本研究期望藉由此績效評估系統使國內物業管理產業得以對其公司進行績效監控，進而達到輔助決策與提高競爭力之目的。

Therefore, 'Property management business' bound to improve the operational performance to survive. Harvard Business Review（HBR）mentioned that the enterprise could apply Balanced Scored card（BSC）to monitor the performance during the economical depressed. In the past, the performance evaluating put too much emphasis on the financial performance, but BSC specifies the strategies of the organization and simultaneously stresses the balance of the performance of financial and non-financial. Based on the above, the research builds a performance evaluation system of 'Property management business'. Furthermore, based on the features of property management business, we have not only built an internal performance evaluating module, but also built an external on-site performance evaluating module, and integrated the two modules into a complete performance evaluation system. This research has chosen a more suitable KPI based on the Taiwan's property's characteristics from many expert interviews. The indicator weight was decided by the Analysis Network Processing（ANP）and the questionnaires filled out by the experts. The researcher has also built a friendly user interface to make the proprietors and the superintendents' use easily. In this system, the users evaluate the performance using FUZZY algorithms comprehensively, and calculated a precise grade of performance. After completing the performance evaluation system, we applied it to a case property management company in Taiwan and confirmed the availability. We expect that property management companies in Taiwan can apply this performance evaluation system to monitor their operating performances, contribute to the decision-making and advance the competition power.