公寓大廈案場經營管理績效之評估－資料包絡分析法之應用

Management performance evaluation for condominium: The application of the data envelopment analysis method

台灣的物業管理服務產業長久以來就以多元行業組合的經營形式存在於市場，面對角色日漸專業及重要化的市場趨勢，公寓大廈管理公司需檢核案場管理的經營效率，並從改善及提升績效等方面進行努力。本研究應用資料包絡法評估公寓大廈管理公司不同案場的相對經營績效，以供公司管理階層及案場主管決策與改善之參酌。本研究篩選出經營績效評估之投入項目包括：直接人事成本、事務服務成本、配置人員數量、管理坪數、防災演練次數、員工訓練時數、專業證照張數及社區活動件數；產出項目包括：合約價金、管理服務中心滿意度、災害比分、編制人員留任率、管理費繳交達成率。本研究以四大構面評估案場績效，各構面最有效率之案場分別為：經營財務－F4、管理制度－H6、服務品質－H3、人員素質－G6。就總體經營效率而言，F5 案場於同一年度期間有四次名列各構面經營效率之前五名，堪稱是標竿學習之最佳案場。

The property management industry has operated in a multi-trades business form in Taiwan. The property management industry is getting more and more professional and important. There is an urgent need for the property management company to evaluate the performance of the staffs managing different condominiums in order to improve and enhance the management performance. This study utilizes Data Envelopment Analysis （DEA） to evaluate the management performance of various condominiums. The research results could be referred by the top managers for decision making and performance improvement. This study extracts eight inputs and five outputs of management performance The eight inputs include direct manpower cost, affairs service cost, number of service staffs, floor area, frequency of practices for disaster precaution, training hours of staffs, number of professional licenses, and frequency of community activities. The outputs include contract price, satisfaction of service center, ratio of disaster, retain rate of full-time staffs, and the rate of management fee collection. This study evaluates the condominium management performance from four aspects, namely finance, management system, service quality, and staffs quality. The condominium presenting the best performance of each aspect is: F4 （finance）, H6 （management system）, H3 （service quality）, and G6 （staffs quality）, respectively. Since the condominium F5 has been listed in the top five condominiums four times in a year, it is seen as the benchmark of other condominiums in terms of overall management performance.