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    Title: 從專案管理探討銀行法務績效評估
    Authors: 曾建富
    Tseng, Chien-Fu
    Contributors: 沈中華
    Shen, Chung-Hua
    曾建富
    Tseng, Chien-Fu
    Keywords: 專案管理
    平衡計分卡
    Date: 2005
    Issue Date: 2009-09-12 12:27:52 (UTC+8)
    Abstract: 在全球化趨勢及網際網路、通訊科技的普及下,產業的典範轉移也逐步形成,新經濟時代中的知識已逐漸取代傳統經濟時代金錢、土地與資源的地位,成為企業創造財富的工具。以金融服務業而言,以往競爭上對於產品差異性並不大,然對於風險管控能力的不同,對於經營的績效也卻產生不同的效益。從產業價值鏈的發展上觀察,未來的競爭優勢主軸,將取決於企業知識的大量蒐集、妥善累積、迅速流通與適當應用,而組織知識則必需仰賴完善的方法論來進行運作,本研究擬從美國專案管理學會(Project Management Institute,PMI)所頒佈的PMBOK的架構,輔以平衡計分卡概念及組織能力成熟度等概念,探討銀行法務部門於銀行經營中的績效評估方法,進而據此建置一套績效評估架構,以達到組織內自動自發進行流程改善的功能,並提升整體企業的競爭優勢。
    由於銀行面臨快速不同之需求與變化,如何快速調整與回應,將是未來經營管理者所面臨的課題,而傳統官僚式組織在組織回應的速度上,將難以符合消費者的需求。如何使銀行整體策略落實執行,而非流於銀行高層口號,則有賴於運用一套方法論,並據此方法來提升、改善整體銀行的能力,接受不斷變化的競爭環境。本研究透過相關文獻彙整現有專案管理理論概念,建構專業人員或部門於銀行價值鍊中的運作,並針對理論構成要素進行深入分析與探究,同時進一步探討利用平衡計分卡的績效管理工具,期望藉由個案探討的方式來提供銀行經營管理不同思考方向。
    第一章緒論............................................ 1
    1.1 研究背景與動機.................................... 1
    1.2 研究範圍與限制.................................... 2
    1.3 研究方法與流程.................................... 3
    第二章文獻探討................................... 5
    2.1 專案管理.......................................... 6
    2.1.1 何謂專案........................................ 6
    2.1.2 專案管理........................................ 9
    2.1.3 專案管理流程....................................11
    2.1.4 專案管理知識領域............................... 15
    2.1.5 專案管理與其他領域知識關係...................... 20
    2.2 平衡計分卡....................................... 21
    2.3 能力成熟度模式.................................... 28
    2.3.1 組織專案管理成熟度模式.......................... 29
    2.3.2 科茲納(Kerzner)基準比較法(Benchmarking)....... 33
    2.3.3 OPM的執行步驟................................... 35
    第三章 績效評估.................................. 37
    3.1 績效評估意義...................................... 37
    3.2 績效評估步驟...................................... 39
    3.3 績效評估模式...................................... 40
    3.3.1以平衡計分卡為績效評估主軸....................... 44
    3.3.1.1財務構面績效衡量指標........................... 45
    3.3.1.2 客戶構面績效衡量指標.......................... 46
    3.3.1.3 內部流程構面績效衡量指標...................... 46
    3.3.4 員工學習與成長構面績效衡量指標.................. 46
    3.3.2輔以專案管理五大流程執行績效評估,並以組織能力成熟度模式不斷精實改善............................................ 47
    第四章 個案研究-以國S銀行總管理處法務部門為對象.. 48
    4.1 國內S銀行總管理處法務工作概述..................... 48
    4.2 S銀行總管理處法務工作關鍵因素..................... 53
    4.3 利用平衡計分卡設計績效評估........................ 55
    4.3.1 國內S銀行總管理處法務部門實施績效評估方式...... 55
    4.3.1.1 訂定全行策略目標............ .... ........... 55
    4.3.1.2 各事業部門訂定其單位策略計劃.................. 56
    4.3.1.3 各部門策略計劃訂定其單位策略績效指標.......... 58
    4.3.1.4 個人工作績效指標.............................. 59
    4.3.1.5 績效監控與調整................................ 60
    4.3.1.6 年終績效考評.................................. 69
    4.4 專案管理流程導入................................. 74
    4.5 個案S銀行總管理處法務部門運用績效評估成果分析..... 76
    4.5.1 工作量成果................................ ..... 76
    4.5.2 實獲值分析...................................... 80
    4.5.3 透過績效指標進行組織能力提升.................... 82
    第五章 結論與建議................................ 84
    5.1 結論.............................................. 84
    5.2 後續研究建議...................................... 86
    參考文獻......................................... 88
    附 錄......................................... 91
    Reference: 中文部份
    1 安侯企業管理公司審訂, 平衡計分卡:資訊時代的策略管理工具,1999/06,Kaplan, R. S. and D. P. Norton。
    2 余坤東,影響績效評估品質之因素探討--認知觀點,東吳經濟商學學報,1998,第二十二期,PP100-117。
    3 李長貴,績效管理與績效評估,華泰文化事業公司,1997。
    4 李書行,務實創新的策略性績效評估,會計研究月刊,1995,第113期
    5 林水波,考績制度:理論研析與經驗印證,台北五南圖書出版公司,1989。
    6 張火燦,能力本位的人力資源管理,經濟日報40版,2003/10/30
    7 曹延傑,專案管理,格致圖書有限公司,1990。
    8 黃同圳,績效評估與管理,李誠主編,人力資源管理的十二堂課,台北:天下遠見出版股份有限公司,2000。
    9 黃政譯,企業管理,天一書局,1990,Hodgetts著,P.215。
    英文部份:
    1 A Guide to the Project Management Body of Knowledge(PMBOK® Guide )Third Edition, PMI , 2004.
    2 Adams J.R.,& Barndt S.E., Behavioral Implications of the Project Life Cycle, Project Management Handbook, D.I.Cleland and W.R King(Eds.), Van Nostrand Reinhold, New York, 1988.
    3 Andersen, E. S. ,K.V. Grude, T. Haug,& J.R. Turner, Goal Directed Project Management, Kogan Page Limited, London, 1987.
    4 Archibald , Russell D., Managing High-technology Program and Projects, New York, NY : John Wiley&Sons,1976.
    5 Carroll, S. J., & Schneier, C. E. , Performance Appraisal and Review Systems: The Identification, Measurement, and Development of Performance in Organizations ,Illinois: Scott, Foresman, and Company.,1982,p. 121.
    6 Cleland D. I.,& King W. R., System Analysis and Project Management. NY: Graw-Hill, Inc. 1983.
    7 DeCottis, T., Petie, A.,The performance appraisal process: a model and some testable propositions. ,Academy of management review,1978 ,pp:653-646.
    8 Dinsmore, Paul C. Winning in Business with Enterprise Project Management,American Management Association, 1999.
    9 Eccles, Robert G. & Pyburn, Philip J,Creating a Comprehensive System to Measure Performance ,Management Accounting; Montvale,Oct 1992.
    10 Gordon,Judith R. , Human Resource Management: A Practical Approach,Boston:Allyn & Bacon, Inc.,1986,p.223.
    11 Hartel I, Burger G, Billinger S, & Kamio Y. Virtual organization of after-sales service in the one-of-a -kind industry. In Luis M. Collaborative Business Ecosystems and Virtual Enterprises, Kluwer Academic Publishers, Boston (USA), 2002, pp.405-420.
    12 Hoffecker, J. & C. Goldenberg., Using the balanced scorecard to develop company-wide performance measures. Journal of Cost Management (Fall) 1994.,pp 5-17.
    13 IBM Project Management Fundamentals Handbook, 1997.
    14 Kaplan, R. S. & D. P. Norton,The Balanced Scorecard-Measures That Drive Performance,Harvard Business Review,Jan-Feb 1992,p.72.
    15 Kerzner Harold,, Project Management: A systems Approach to Planning , Scheduling , and Controlling, Van Nostrand Reinhold.4th ,1995.
    16 Landy, F. J. L. , Performance rating. Psychological bulletin, 1980, p94.
    17 Lewis, James P., “Project Planning, Scheduling and Control”, Irwin Professional Publishing, 1995.
    18 Liz Maclachlan, “Making Project Management for You”, Library Association Publishing, London, 1996.
    19 Maisel, L. S., The Balanced Scorecard Approach, Journal of Cost Management, Summer 1992.pp49-50.
    20 Moder, J.J., “Network Techniques in Project Management”, Project Management Handbook,2nd ed, D.I. Cleland & W.R. King(Eds.),Van Nostrand Reinhold, New York,1988.
    21 Pinto,J.K.,& Slevin,D.P., ”Critical Factors in Successful Project Implementation,” IEEE Transactions on EngineeringManagement,Vol.EM-34,No.1,Feb. , 1987, pp22-27.
    22 Schuler, A. J.,”How to Take the Pain out of Performance Appraisals” , 2003.
    23 Surya Lovejoy, A Systematic Approach to Getting Results, Gower, USA, 1996.
    24 Tuman, G. J. ”Development and Implementation of Effective Project Management Information and Control Systems ”in Cleland, D. I. and King, W. r. (eds) Project Management Handbook, New York :Van Nostrand Reinhold Co, 1983, pp: 495-532.
    Description: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    93932210
    94
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0093932210
    Data Type: thesis
    Appears in Collections:[經營管理碩士學程EMBA] 學位論文

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