2008 5 Vol. 11, No. 2, May 2008

http://cmr.ba.ouhk.edu.hk

1

analytic hierarchy process, AHP

2

performanceefficiencyeffectiveness

19961.2.3.4.

Malcolm Baldrige National Quality Award, MBNQABesterfield 1999, Evans and Lindsay 1999, 1997 20022002Robert Kaplan David Norton1992, 1993, 1996

Stewart 2001, 1998Yurdakul2003 1

3

1

Corbett1998key performance indicators, KPIAhmad Dhafr2002

4

customer complaintson-time-in-full delivery to customers, OTIFcon-time-in-full delivery from suppliers, OTIFsoverall equipment effectiveness, OEEChallis 2002

Chenhall1996

Yurdakul2002 2

5

2 Yurdakul

Ghalayini 1997integrated dynamic performance measurement system, IDPMSIDPMS

3

6

3

35

3 Ghalayini IDPMS

Rackham & Ruff 1995

7

AHP 4

AHP

4

8

1.

12

2.

11

3.

6

4.

6

5.

12

6.

13

1

9

1

1

2

3

4

5

6

7

8

9

10

11

12

13

10

90%90% 90%

70% 90% 90% 8 8 6 5 10 7 44 2

2

1

2

3

4

5

6

11

7

8

9

10

analytic hierarchy process, AHP Wharton Saaty

ratio scalepairwise comparison matrixSaaty, 1980, 1987; Lu et al., 1994

1.

2.

3.

AHP

12

9:18:27:36:45:54:63:72:81:9

3

1. 0.3320.242

2. 0.2270.154

3. 0.230.163

4. 0.3160.206

5. 0.3870.204

cycle time

6. 0.2590.143

13

7. 0.2580.189

3

0.227 0.387

0.132 0.204

0.133 0.171

0.154 0.152

0.099 0.086

0.122

0.068

0.332

0.065

0.093

0.230 0.259

0.163 0.143

0.105 0.082

0.144 0.109

0.100 0.092

0.098 0.086

0.097 0.067

0.063 0.059

0.061

0.242

0.138

0.042

0.316 0.258

0.206 0.189

0.119

0.141

0.007

0.155

14

0.145 0.104

0.115 0.085

0.077 0.111

0.098

C.R.0.1

1988 1995 10 1.4 1998 25 2000 35.87 15 8

CD-RCD-RW DVD-R OEM 2005

1. 70%

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3.

4.

5.

6.

15

1.

2.

3.

4.

5.

6.

C

Likerts Scale 5 4 3 2 1 2006 1 3

4

4

C R P

C R P

4.6 4.7 5.0 4.6 4.0 4.2

4.6 4.5 4.2 5.0 4.7 4.0

4.2 5.0 4.0

4.2 4.3 4.8

4.6 4.7 4.2 4.8 5.0 5.0

4.6 4.5 3.8 4.8 4.7 4.2

5.0 5.0 3.2

4.8 5.0 3.4

4.8 5.0 4.2

4.4 4.3 4.8 4.6 4.0 5.0

4.0 4.7 3.8

4.6 4.7 3.8

16

3.6 4.7 3.2 4.6 3.3 4.0

4.4 5.0 4.0 4.2 4.3 3.2

4.0 4.0 3.2 4.0 5.0 3.4

4.2 3.7 4.2 4.2 4.0 3.4

4.2 5.0 5.0 4.4 4.7 3.2

3.6 5.0 4.2 4.6 4.7 4.2

4.6 3.6 3.2

4.2 3.0 3.2

4.6 4.3 5.0 3.8 4.0 4.2

4.6 4.0 4.6 3.8 3.8 3.8

4.2 4.7 4.8 3.4 5.0 3.8

5.0 4.7 5.0 3.6 4.0 3.8

5.0 4.7 4.2 3.2 4.7 4.0

4.6 4.3 4.2 3.4 4.7 3.8

3.0 3.6 3.0

4 3

5

5

C R P

4.622 4.770 4.139

4.121 4.531 4.117

4.648 4.399 4.736

4.661 4.406 4.383

4.437 4.189 3.912

3.543 4.215 3.842

5 5 CRP C

17

C R P

0.000

1.000

2.000

3.000

4.000

5.000

6.000

C 4.622 4.121 4.648 4.661 4.437 3.543

R 4.77 4.531 4.399 4.406 4.189 4.215P 4.139 4.117 4.736 4.383 3.912 3.842

5

6

6

4 5

3 4

2 3

18

1 2

7

7

C

R

P

1. C

C R

2. R R

3. P

P

19

AHP

44

1996 131 3436

1998 155 2838

20022002 411424

2002

1997

2005 6 141154

20

Ahmad, M. M., & Dhafr, N. (2002). Establishing and improving manufacturing performance measures. Robotics and Computer Integrated Manufacturing, 18, 171-176.

Besterfield, D. H., Besterfield-Mochna, C., Besterfield, G. H., & Besterfield-Sacre, M. (1999). Total quality management (2nd ed.). New York: Prentice-Hall

Challis, D., Samson, D., & Lawson, B. (2002). Integrated manufacturing, employee and business performance: Australia and New Zealand evidence. International Journal of Production Research, 40(8), 1941-1964.

Chenhall, R. H. (1996). Strategies of manufacturing flexibility, manufacturing performance measures and organizational performance: An empirical investigation. Integrated Manufacturing System, 7(5), 25-32.

Corbett, M. L. (1998). Benchmarking manufacturing performance in Australia and New Zealand. Benchmarking Quality Management Technology, 5(4), 271-82.

Evans, J. R., & Lindsay, W. M. (1999). The management and control of quality (4th ed.). Ohio: South-Western College Publishing.

Ghalayini, A. M., Noble, J. S., & Crowe, T. J. (1997). An integrated dynamic performance measurement system. International Journal of Production Economics, 48, 207-225.

Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard-measures that drive performance. Harvard Business Review, 70, 71-79.

Kaplan, R. S., & Norton, D. P. (1993). Putting the balanced scorecard to work. Harvard Business Review, 71, 134-142.

Kaplan, R. S., & Norton, D. P. (1996). The balanced scorecard: Translating strategy into action. Boston, MA: Harvard Business School.

Lu M. H., Madu, C. N., Kuei, C. H., & Winokur, D. (1994). Integrating QFD, AHP and benchmarking in strategic marketing. Journal of Business and Industrial Marketing, 19, 41-50.

21

Rackham, L. F., & Ruff, R. (1995). Getting partnering right: How market leaders are creating long-term competitive advantage. New York: McGraw-Hill.

Saaty, L. T. (1980). The analytic hierarchy process. New York: McGrawHill,

Saaty, L. T. (1987). Concepts theory and techniques. Decision Sciences, 18, 157-177.

Stewart, E. W. (2001). Balanced scorecard for projects. Project Management Journal, 32(1), 38-53.

Yurdakul, M. (2002). Measuring a manufacturing systems performance using Saatys system with feedback approach. Integrated Manufacturing System, 13(1), 25-34.

Yurdakul, M. (2003). Measure long-term performance of a manufacturing firm using the analytic network process (ANP) approach. International Journal of Production Research, 41(11), 2501-2529.