以模糊分析網絡流程建立靈活性新服務發展策略模式

Using Fuzzy Analytical Network Process to Construct New Service Development Strategy Model on Agility

在層級分析架構評選模式的決策問題中，往往會假設評估屬性間是相互獨立的，但是在實際的決策環境中屬性間可能存有相互依存關係，如果對於其間的影響未加以考慮，很有可能會造成評估結果與實際決策過程的落差。為了能有效降低兩者之間的決策缺口，本研究考慮層級分析架構中，屬性間彼此所可能產生的相互影響關係。另外，採用靈活性的模糊決策觀點，提出「模糊新服務發展策略模式」，針對量販產業的新服務發展型態進行實證研究，以提昇網絡層級分析架構，外推至策略性服務規劃的合理性與有效性。研究結果顯示，透過超級矩陣分析量販產產業的新服務發展型態，可以瞭解在靈活性「成本」、「時間」、「彈性」、「範疇」等決定因素下，各種新服務型態的重要性評估結果，據以作為服務創新發展的策略參考依據。

A decision model using analytic hierarchy process (AHP) often assumes the independence among alternatives or criteria without considering the interdependence property. It could become inadequate in the measurement of actual performance in the decision process. In order to reduce the decision gap, this paper focus on the relationships when the independence among different elements of a system assumption is violated and takes into account the degree of the interdependence among them. The fuzzy analytic network process approach with agile theory is developed to apply in analyzing the new service development in the wholesale center. The fuzzy analytic network process could not only offer a hierarchy framework more efficiency and accuracy but also improve human judgment on the importance of requirements involving imprecise and vague. The proposed methodology has proved useful for comparing the importance among the determinants of agile for new service development in decision maker’s perceptions, including agile cost, time, robustness and scope.