| Summary: | 碩士 === 東海大學 === 工業工程與經營資訊學系 === 97 === This study combines a balance scorecard with National Quality Award criteria to construct a performance measurement tool which can evaluate an organization’s financial and non-financial performance. Delphi method and an analytical hierarchical process are used to set the index weights of the performance measurement.
The results of this study show that among four perspectives of the balanced scorecard, which are financial, customer, internal processes, learning and growth, the perspective of customer is given the most priority. Learning and growth, financial, and internal processes perspectives, in order, are in terms of index weights. As to the impact of the National Quality Award on a company performance, winning the award has the greatest impact on company internal processes. Winning the award leads to significant improvements in the operating processes, research and development, and innovation of a company. The learning and growth, customer, and financial perspectives, in order, are that next to the most important in terms of impact on performance.
To further examine the impact of the National Quality Award on large as well as small to medium-sized enterprises, the latter have greater performance improvement than that of the former. Overall, all enterprises in this study strongly agree that winning the National Quality Award has a positive impact on company performance.
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