رویکرد AHP فازی و BSC برای ارزیابی عملکرد بخش فناوری اطلاعات در صنعت تولید در تایوان
|کد مقاله||سال انتشار||تعداد صفحات مقاله انگلیسی||ترجمه فارسی|
|343||2008||12 صفحه PDF||سفارش دهید|
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Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Expert Systems with Applications, Volume 34, Issue 1, January 2008, Pages 96–107
In this ever-changing world, information technology (IT) is a must for the survival of a company, and the functions of IT department is becoming increasingly important. The assessment of IT department is critical to understand how the department contributes to organizational and strategic goals. Because IT department performs many tasks that cannot simply be measured by monetary units, evaluation methods that solely rely on financial measures are not adequate. The objective of this study is to construct an approach based on the fuzzy analytic hierarchy process (FAHP) and balanced scorecard (BSC) for evaluating an IT department in the manufacturing industry in Taiwan. The BSC concept is applied to define the hierarchy with four major perspectives (i.e. financial, customer, internal business process, and learning and growth), and performance indicators are selected for each perspective. A fuzzy AHP (FAHP) approach is then proposed in order to tolerate vagueness and ambiguity of information. A FAHP information system is finally constructed to facilitate the solving process. The results provide guidance to IT departments in the manufacturing industry in Taiwan regarding strategies for improving department performance. The constructed information system is suggested to be a good tool for solving other multiple-criteria decision-making problems.
Information technology (IT) involves computers, software and services, but good IT must synthesize these elements to achieve the goal of an organization. As a demand to collect, process, store, and disseminate information grows, the functions of IT department is becoming increasingly important. Although businesses invest huge amount of intellectual and financial capital in a range of communication and information technologies and services, the results of some surveys revealed that some companies have started to freeze IT budgets because there are insufficient evidence of a return from the investments and IT applications seem to be simply a black hole (Martinsons, Davison, & Tse, 1999). The reason behind is that it is difficult for managers to demonstrate tangible returns on the resources expended to plan, develop, implement and operate computer-based information system (IS). Some frequently asked questions by the organizations are whether the investment in IT/IS is really worthwhile, whether the implemented IT application is a success, and whether the IT department functions productively. The measurement of the value of IT and the evaluation of IS performance, thus, become of great importance to managers. Many methods and techniques have been suggested over the years to evaluate the investments in IT/IS or the performance of IT departments. However, well-known financial measures such as return on investment (ROI), internal rate of return (IRR), net present value (NPV) and payback period have been demonstrated to be inadequate (Abran & Buglione, 2003). In the assessment of IT/IS investments or departments, it is critical to understand how IT/IS contribute to organizational and strategic goals, and evaluation methods that rely on financial measures alone are not suitable for IT applications. The balanced scorecard (BSC), a performance measurement framework that provides an integrated look at the business performance of a company by a set of both financial and non-financial measures, seems to be a good solution. However, conventional BSC does not consolidate these performance measures, and an incorporation of BSC and analytic hierarchy process (AHP) is an improvement. Since fuzziness and vagueness are common characteristics in many decision-making problems, a fuzzy AHP (FAHP) and BSC method should be able to tolerate vagueness or ambiguity, and therefore, is proposed in this research. The remainder of this paper is organized as follows. Section 2 briefly introduces the BSC and AHP. Section 3 goes over the fuzzy set theory. Section 4 reviews the incorporation of BSC with other methodologies and the application of the BSC in IT/IS field. Section 5 is the proposed model, in which a FAHP and BSC method is proposed, a FAHP information system is constructed, and the performance evaluation for IT department is carried out. Some conclusion remarks are made in the last section.
نتیجه گیری انگلیسی
This paper proposes an approach based on the FAHP and BSC for evaluating the performance of IT department in the manufacturing industry in Taiwan. The analytic hierarchy is structured by the four major perspectives of the BSC including financial, customer, internal business process, and learning and growth, followed by performance indicators. Because human decision-making process usually contains fuzziness and vagueness, the FAHP is adopted to solve the problem. A well-organized FAHP information system is constructed to facilitate the solving process. The results show that customer (0.378) and internal business process (0.299) have higher weightings. This indicates that providing services to users and promoting internal business process improvement should be stressed by IT departments. For the performance indicators, “accuracy and timeliness of information” (0.165), “internal satisfaction” (0.098) and “average capacity and stability of the system” (0.095) are the most important factors to be focused on. Some distinguished contributions of this research are as follows: 1. This research adopts the concept of the BSC to develop a performance evaluation structure for IT department in the manufacturing industry. Based on literature review and interview with experts in IT field, we finalize with fourteen most important performance indicators for IT departments. These indicators can be a reference for IT departments in performance evaluation. 2. This research bases on the fuzzy set theory and the AHP to propose a systematic performance evaluation model to provide guidance to IT department managers regarding performance evaluation and strategies for improving department performance. 3. A FAHP IS is constructed to assist the calculation of appropriate weightings for performance evaluation in IT department. An IT department can adopt this IS for routine performance evaluation of the department. On top of that, this IS is very user-friendly and can also be used for solving general MCDM problems with fuzzy nature in real practice and in research. Coding knowledge is not required for using this IS. The user only needs some basic knowledge of conventional AHP to construct the hierarchy and input the questionnaire, and the results can be obtained by clicking the icons. On the other hand, the IS can be easily altered by modifying the logic behind to adopt different FAHP models for research purposes.