A STUDY FOR BALANCED SCORECARD APPLIED TO CITIZEN SERVICES STRATEGY MANAGEMENT OF AIRPORT－A CASE STUDY OF CHIA-YI AIRPORT

• Main Authors: Feng-ju Lu, 呂鳳珠
• Other Authors: Li-chuan Chu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/9t38ga

碩士 === 南華大學 === 管理科學研究所 === 95 === 　　In the 21st century, civilian airports face server instabilities and competitions under the globalization environment. With the pressure of limited resources and more competitors everyday, it is important for us to find out how airports can meet customers’ needs, increase citizen services achievements, and create a value of perpetual businesses. By doing so, we need to have a set of management tools that can assist organizations to accomplish their missions and goals as well as to transform their strategies into actions in order to better adjust to the changing environments and to increase competitive advantages. 　 　　In this research, we use Chia-Yi airport as our main subject. In addition, we use Balanced Scorecard, a strategy management tool for the information era, as our theory foundation. By researching documents, collecting data, and thoroughly interviewing different scholars, we analyze the feasibility of using the Balanced Scorecard to serve customers for each individual organization. Our research result categorizes strategies to accomplish goals for each organization, measurements for organizations’ accomplishments, and specific action plans suited for each organization. Lastly, this research also constructs service strategy maps and offers strategy directions for organizations to help them break through their current management difficulties, create competitive advantages, and reach the goal of perpetual operations.