Constructing Performance Measurement Indicators in the Government’ Information Unit in Taiwan: Using Balanced Scorecard and Fuzzy Analytic Hierarchy Process

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The purpose of the study is to establish balanced scorecard (BSC) in performance measurement of Government’ MIS Department. We take a broader definition of Government’ MIS Department as “an assembly which brings forth some specific functional activities to fulfill the task of MIS.” BSC used as a measurement tool to assess study subjects, according to its strategy and goal formed by its assignment property, can be divided into four dimensions: internal process, customer, business value, and future readiness, which can provide us with a timely, efficient, flexible, simple, accurate, and highly overall reliable measurement tool. In order to extract the knowledge and experience from related experts to pick out important evaluation criteria and opinion, this study combines fuzzy theory and the analytical hierarchy process (AHP) to calculate the weights. After completing weighted calculation of every dimension and indicator, the BSC model is thus established. The findings of this study show that the indicator weightings between and among all the levels are not the same, rather there exists certain amount of differences. The degrees of attention drawing in order of importance among all dimensions are internal process, customer, business value, and future readiness. After comprehensively analyzing indicators of performance measurement included in every level, the highly valued top three indictors are, when conducting dimension performance measurement in Government’ MIS Department, “Control cost,” “Satisfy end user demand,” “Operate and maintain information technologies efficiently”. From these studies we will be able to develop the indicators and the calculated weights of the four dimensions and the indicators mentioned above. This model can be utilized by the information units of the governments for constructing the strategies and blueprints for self evaluation. Further, these can also provide important information for effective resource investment in Government’ MIS Department.