【正文】 2, ,16131627.[ 11 ] Burki, A A. and D. Terrell, ”Measuring Prouction Efficiency of small Firms in Pakistan,”World Development 1998,Volume 26,155169.[ 12 ] Caves,., . Christensen ,and . Diewert, “The economic Theory fo Index Number of the Measurement of Input , Output and Productivity,” Econometrica 1982,Volume 50, ,13931414.[ 13 ] Charnes, A., W. W. Cooper, and E. Rhodes, “Measuring the Efficiency of Decision Making Units”, European Journal of Operational Research 1978 , Volume 2,429444.[ 14 ] Chandra, P., . Cooper, and A. Rahman, “Using DEA To evaluate 29 Canadian textile paniesconsidering returns to scale,” Int. J. Production Economics 1998, Volume 54,129141.[ 15 ] Cooper, W. W. , L. M. Seiford, and K. Tone, ”Data Envelopment Analysis－A Comprehensive Text with Models, Applications, References and DEASolver Software”, 2000, Kluewr Academic Publisher.[ 16 ] Cooper, ., H. Deng, B. Gu, S. Li, and . 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Computer Industry,” Computers Ops Res 1996,Volume 23,No. 4,341356.[ 28 ] Youns, . and , ”The Efficiency of the National Electricity Board in Malysisa:An Intercountry Comparison Using DEA,”Energy Economics 1997, Volume 19,255269.金融業(yè)建置客服中心初期採(cǎi)委外服務(wù)方式之研究A Study on the Outsourcing Service at the Beginning Stage Establishing Call Center for Financial Institutes李占文 楊峰松 陳麗娟 張柏齡中原大學(xué)資訊管理研究所桃園縣中壢市普忠里普仁22號(hào)TEL:0345631715401EMail:g8994614摘要本研究的目的，乃透過(guò)金融業(yè)在顧客關(guān)係管理之整合性通路─客戶服務(wù)中心在建置初期，探討其採(cǎi)行委外服務(wù)之原由及效益。[ 7 ] 陳巧靜，「臺(tái)灣地區(qū)製造業(yè)生產(chǎn)效率之研究」，私立逢甲大學(xué)建築及都市計(jì)劃研究所碩士論文，2001。[ 5 ] 陳禹彰，「臺(tái)灣地區(qū)工業(yè)區(qū)生產(chǎn)效率之評(píng)估研究資料包絡(luò)分析法的應(yīng)用」，國(guó)立中山大學(xué)公共事務(wù)管理研究所碩士論文，1995。[ 3 ] 行政院主計(jì)處全球資訊網(wǎng)。參考文獻(xiàn)[ 1 ] 中華徵信社。、顧客滿意度等質(zhì)化因素資料的分析作為績(jī)效評(píng)估的指標(biāo)。對(duì)於績(jī)效不佳的企業(yè)，則可配合進(jìn)行輸困措施。本研究有以下建議：、配置效率與產(chǎn)品的銷售服務(wù)，以提升產(chǎn)業(yè)競(jìng)爭(zhēng)力。僅係DEA模式計(jì)算所得數(shù)據(jù)為柏拉圖理想值（Paretooptimal solution），提供管理者理想改善空間幅度，而非明確改進(jìn)數(shù)值。但解釋能力不足。伍、結(jié)論與建議本研究所獲得之主要成果與重要發(fā)現(xiàn)歸納如下：，當(dāng)利用交叉效率求出相對(duì)真正有效率之DMU以制定投入項(xiàng)間之權(quán)數(shù)比後，僅餘5個(gè)樣本企業(yè)的有技術(shù)效率，顯示在限制條件愈多的情況下，愈能有效評(píng)估企業(yè)之生產(chǎn)效率。迴歸模型R2=，%，顯示內(nèi)生變數(shù)會(huì)影響企業(yè)之生產(chǎn)效率，但解釋能力不足。其中僅營(yíng)業(yè)成本對(duì)效率值存在正向顯著關(guān)係，而固定資產(chǎn)與存貨對(duì)效率值存在著負(fù)向顯著關(guān)係。表7生產(chǎn)力變動(dòng)率數(shù)值表DMU codeTETCPTESETFPABCDEFGHIJKLMNOMean註：*為正向變動(dòng)。但是總體而言，%、%、%、%、%，近二年電子電機(jī)業(yè)生產(chǎn)力(TFP)似乎略呈下降趨勢(shì)，但差異並不明顯，變動(dòng)的主因?yàn)榧夹g(shù)變動(dòng)率下降所致。3. 所有效率指標(biāo)均呈現(xiàn)改善者有，B及H企業(yè)。(二) 生產(chǎn)力變動(dòng)分析：1. 生產(chǎn)力持續(xù)改善者有，B、H、I、J及N企業(yè)。4. 規(guī)模效率變動(dòng)率，以I廠+19%為最高，%最低。2. 技術(shù)變動(dòng)率，以B廠+%最高，%最低。表 7最適目標(biāo)與潛在改進(jìn)率表DMUTargetPotential Improvement(%)codeX1X2X3X4X5X1X2X3X4X5A8995,431, 25,470, 4,919, 5,429, 6, B894,573, 42,377, 3,469, 6,146, 22, C891,877, 16,446, 1,541, 2,656, 11, E8913,148, 9,925, 1,474, 2,076, 8, F89594, 5,778, 417, 761, 2, G898,561, 8,512, 1,215, 1,776, 7, H892,097, 19,687, 1,560, 2,784, 9, I892,495, 26,454, 1,480, 2,884, 4, J891,340, 6,124, 785, 1,270, 6, K894,002, 44,486, 2,120, 4,339, 2, L896,145, 3,029, 489, 637, 2, L89157,422,255. 49,885, 9,092, 10,585, 19, N891,541, 8,655, 1,103, 1,794, 9, B907,424, 68,222, 5,703, 10,058, 37, C901,833, 16,118, 1,498, 2,586, 10, D901,002, 10,082, 662, 1,235, 3, E9014,943, 13,082, 1,900, 2,732, 11, F90688, 7,677, 360, 741, G909,826, 10,096, 1,435, 2,106, 9, H903,226, 28,126, 2,666, 4,584, 19, I903,641, 29,818, 3,249, 5,446, 26, J904,032, 4,625, 648, 964,