國內在公營事業自由化與民營化的過程中，以行動電話市場成效最為卓著，短短數年間，門號普及率居世界之冠，行動業務營收超越整體電信業務營收一半以上。既有國營業者中華電信市占率降至三分之一，業者間的競爭使費率不斷的下降，在強烈競爭以及市場飽和的雙重壓力下，各家行動電話業者莫不以優厚的費率等行銷策略及開發各種新式服務以吸引用戶，並進一步維持其既有的營收及市占率。如何利用適當的方法以評估業者自身的經營績效，以便進一步結合實際經營情形來尋求改善的對策，是現今行動電話業者一個值得深思的課題。

　　過去對於電信產業經營績效之衡量以生產力分析法居多，但行動電信業自開放競爭以來至今的時間不長，僅以少數幾年的資料來分析生產力的變化有其研究之限制；另一方面，最大業者中華電信之行動電話業務營收成本資料直至民國91年才與整體業務劃分出來，故過去研究國內行動電話市場的文獻皆只著墨民營行動電話業者。本研究為了改善過去績效衡量的限制與缺失，將應用模糊多準則評估方法於國內全區行動電話業者經營績效之評估，透過平衡計分卡的財務、顧客、內部流程、學習成長四個構面，除了從文獻中探討評估指標外，更借助專家的專業知識與經驗，來選取重要的評估指標，利用灰色統計法篩選出重要的評估指標，再由模糊層級分析法給定各準則權重，最後以模糊綜合評判法來進行績效評比，評選出最佳經營績效之業者，進而達成企業經營績效評估的目的。

　　本研究改良過去研究多使用主觀認定「績效」的方式，使用模糊多準則方法，建立一較客觀且較完整的評估模式。本模式包含了較完整的構面以及量化與質化的指標，經實證後確實將三家電信業者由「財務面」、「顧客面」、「內部流程」及「學習與成長」等四個構面依專家權重求得績效評比，使得績效評估能更符合真實的狀況。本研究的評估結果不僅提供監督單位或研究調查單位清楚的了解業者在經營上各項績效的表現，也可以讓業者了解自身的優勢及劣勢，並參照評估結果找出績效評比較低的構面及指標來改善自身在營運上較薄弱的環節。換言之，此評估模式及成果將可成為行動電話業者在調整經營策略及營運方向上一個重要的參考依據。

　Of all telecommunications services in Taiwan, mobile telecommunications service has captured most revenue and its penetration is rated first worldwide. Competition between operators drives the operators’ mergers and the market turns out three nation-wide operators dominate. Operators strive to sustain and increase their market shares via all kinds of marketing strategies. Hence, how to properly measure the operational performance of mobile operators and thus to obtain their own competitive edges becomes an important issue.

　However, the performance evaluation that telecom business used before was the productivity analysis. The productivity analysis had some constraints and disadvantages. Balanced scorecard (BSC) provides a different angle on operator’s performance measurement. Namely, except financial ratios, it also needs to consider the viewpoints of customer, internal process, learning and growth.

　In this paper, the hierarchical structure of the mobile telecom company performance evaluation problem will be constructed based on four aspects: financial, customer, internal processes and learning and growth. In selecting the criteria, the gray statistics method has proven effective. In giving the weights of criteria, the FAHP will get better results than any traditional methods. Finally, in the ranking of mobile telecom company performance, we decide to adopt the Fuzzy Synthetic Decision approach for the ranking of mobile telecom company performance.
This research builds an integrated evaluation model of mobile telecom performance which is proved that can evaluate successfully in this paper. This model not only provides the government or any supervisor easily to monitor the company, but also let business manager understand the advantage and weakness of the company.

中文
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7. 李再長，績效管理與績效評估，華泰文化事業公司，民國86年。

8. 余尚武、劉俊宏，「營建業公司股票上市後之財務營運績效」，證券櫃檯月刊，第二十八期，頁1-10，民國87年。

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11. 孟天恩，「經營分析」，淡江大學出版中心，民國72年。

12. 徐俊明，投資學理論與實務，新陸書局，民國88年。

13. 許是祥，財務管理，前程企業管理公司，第六版，民國86年。

14. 張文菁，企業特性、人力資本、產業環境與組織績效之相關性研究，國立中山大學人力資源管理研究所碩士論文，民國90年。

15. 張有恆，運輸計畫評估與決策－模糊理論之探討與應用，華泰文化事業公司，民國87年。

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23. 陳耀竹，一個模糊多評準決策方法之建構及其應用，國立交通大學管理科學研究所博士論文，民國83年。

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27. 曾國雄、鄧振源，「層級分析法（AHP）的內涵特性與研究（下）」，中國統計學報，第27卷、第7期，頁1-20，民國78年。

28. 黃貝玲，「企業如何衡量員工的績效﹖－從平衡計分卡看人力資源的績效評估與管理」，電子化企業：經理人報告，第47期，頁19-23，民國92年。

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32. 楊靜婷，知識經濟對電信生產力及效率的影響，國立成功大學交通管理學系碩士論文，民國92年。

33. 廖秋焚、童超塵，「應用平衡計分卡探討垃圾焚化廠之營運績效─以屏東縣崁頂焚化廠為例」，第一屆服務業管理與創新學術研討會，民國93年。

34. 盧佳宏，我國民營行動電話服務業者經營績效之研究，國立成功大學電信管理研究所碩士論文，民國92年。

35. 盧靜怡，企業經營績效排名之預測—灰色關聯分析與類神經網路之應用，國立臺灣科技大學資訊管理系碩士論文，民國90年。

36. 龔榮津，行動通訊部門主管領導型態對員工工作績效影響之研究，國立交通大學經營管理研究所碩士論文，民國90年。

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