摘 要
企业为了适应市场竞争的需要纷纷加强企业的管理建设水平，而管理信息
化则成为了企业提升管理能力的重要方式。本文以评价企业管理信息系统的绩
效为研究内容，并以泉州移动的管理信息系统绩效评价为研究案例进行实证分
析。本文研究的意义与作用体现在以下方面：在目前的评价现状下研究企业管
理的信息系统绩效评价就显得十分有意义。其研究意义主要表现在以下几个方
面：首先，通过本文的研究可以进一步丰富和发展有关于企业管理信息系统的
绩效评价理论体系；从而促进该领域研究的发展，因此具有理论意义。其次，
本文的研究直接以泉州移动为实证分析对象，针对泉州移动当前的管理信息系
统进行绩效评价从而明确当前泉州移动的信息管理系统对于企业发展的促进作
用，为企业进行系统的改进升级通过参考，因而具有直接现实意义。在本文的
研究中包括的内容有以下几方面：第一，绪论部分；第二，文献综述部分；第
三，企业管理信息系统的相关理论基础；第四，绩效评价指标体系设计原则和
利益相关者；第五，基于模糊——层次分析法（FAHP）的指标权重确定部分；
第六，实证研究部分；第七，结论及展望。本文研究中所采用的方法主要包括
以下几种：文献资料法、咨询法、经验总结法、模型分析法。本文的创新之处
在于：在指标确定上更加的全面，能够反映企业的综合绩效状况，将过去一些
无形的价值指标纳入到评价体系中，从而使得评价的结果更加全面和客观。此
外，在评价方法的选择上本文将模糊综合评价法和层次分析法结合起来；从而
提高了评价的精度，为研究的实践应用提供更科学的参考
本文通过绩效棱柱模型确定了信息系统绩效评价指标选取的五个维度，即
利益相关者的满意、实现利益相关者满意的流程、能力、战略以及利益相关者
的贡献，最终确立了管理信息系统绩效评价的 54 个三级指标。随后综合模糊综
合分析法和层次分析法对选取的指标进行权重确定，计算出了个指标的权重
之后，结合泉州移动进行实证分析。研究发现泉州移动管理信息系统的绩效体
系整体上处于“一般”但是偏向“较好”。当前，泉州移动管理信息系统对于
企业的发展之所以所起到的作用还不大，主要是受到过于侧重财务管理、非财
务指标设置不完善、管理信息化的思想并未完全树立、其他利益主体内容管理
较少等方面的影响。为此要促进泉州移动管理信息系统发挥更好的作用就必须华侨大学硕士学位论文
II
树立单位的绩效考核文化、协调财务与非财务管理内容信息化程度、全面考虑
单位的相关利益主体。最后，对本次研究的进行总结和展望
关键词：泉州移动 信息系统 绩效 FAHP 评价Abstract
III
Abstract
In order to adapt to the needs of market competition have to strengthen the
management level of enterprises, and information management has become an
important way to improve the enterprise management ability. In this paper, the
performance evaluation of enterprise management information system as the research
content, and carries on the empirical analysis to the performance evaluation of the
management information system of Quanzhou mobile as a case study. The
significance and effect of the research in this paper are reflected in the following
aspects: information systems performance evaluation of enterprise management in the
current situation of the evaluation is very meaningful. The research significance
mainly displays in the following aspects: first of all, through the study of this paper
can further enrich and develop the theoretical system of enterprise management
information system performance evaluation; so as to promote the development of the
research in this field. Therefore, it has theoretical significance. Secondly, this paper
directly to Quanzhou mobile is the empirical analysis object, for Quanzhou mobile of
the management information system so clearly the current Quanzhou mobile
information management system for enterprise development role in promoting for the
enterprise of improved system by upgrading the reference, which has direct practical
significance for performance evaluation. In this study included in the content has the
following several aspects: first, the introduction part; second, part of the literature
review; third, basis of the relevant theories of the enterprise management information
system; fourth, performance evaluation index system design principles and the
interests of stakeholders; the fifth, based on FuzzyAnalytic Hierarchy Process (FAHP)
the index weight determination section; the sixth, empirical research part; the seven,
conclusion and prospect. The method used in this study include the following:
literature, consulting method and experience summary method, model analysis
method. The innovation of this paper lies in: in determining the index more
comprehensive, can reflect the enterprise comprehensive performance status, will be
in the past some intangible value index into to the evaluation system, which makes
the evaluation results more objective and comprehensive. In addition, in the selection
of evaluation methods of the fuzzy comprehensive evaluation method and AHP
combined; so as to improve the accuracy of the evaluation, to provide a scientific
reference for the practical application of research.
In this paper, through the prism of performance model to determine the selection
of five dimensions of information system performance evaluation index, such as
stakeholder satisfaction, satisfaction of the stakeholder process, ability, strategy and华侨大学硕士学位论文
IV
stakeholder contributions, and finally establish the management information system
of performance evaluation of 54 third grade indexes. Then the fuzzy comprehensive
analysis method and analytic hierarchy process to determine the weight of indicators,
the weight index calculation. Then, combined with the empirical analysis of
Quanzhou mobile. The study found that the overall performance of the management
information system of Quanzhou mobile system in the general bias but better. At
present, Quanzhou mobile management information system for the development of
enterprises the reason why the effect is not large, mainly by too much emphasis on
financial management, non financial index set is not perfect, information management
thinking has not been fully established and other stakeholders content management
less and so on. In order to promote Quanzhou mobile management information
system play a better role must set up the unit performance appraisal culture,
coordination of financial and non financial management content information degree,
comprehensive consider the unit's stakeholders. Finally, the research summary and
Outlookt.
Keywords ： Quanzhou mobile information systems performance FAHP
evaluation目录
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目 录
第 1 章 绪论... 1
1.1 研究背景和意义......... 1
1.1.1 研究背景. 1
1.1.2 研究意义.... 1
1.2 研究内容及方法 ......... 2
1.2.1 研究内容与预期研究成果 2
1.2.2 研究方法.... 3
1.3 本文的特色与创新....... 4
1.3.1 本文研究的特色.... 4
1.3.2 本文的创新之处.... 4
第 2 章 相关理论研究综述..... 5
2.1 绩效评价的国内外相关研究综述........ 5
2.1.1 国外相关研究综述 5
2.1.2 国内相关研究综述 6
2.2 企业管理信息系统绩效评价相关研究综述.... 7
2.2.1 国外研究综述........ 7
2.2.2 国内研究综述........ 8
2.3 相关研究评述.... 8
2.3.1 国内外研究数量.... 8
2.3.2 绩效评价体系的研究文献评述.... 9
2.4 相关理论基础.. 11
2.4.1 企业管理信息系统的特点与流程.......... 11
2.4.2 企业管理信息系统绩效评价的基本理论与方法.......... 12
2.4.3 绩效棱柱模型...... 14
第 3 章 泉州移动管理信息系统绩效评价指标体系设计... 16
3.1 泉州移动管理信息系统绩效评价存在的问题......... 16
3.1.1 泉州移动管理信息系统的升级更新水平低...... 16
3.1.2 泉州移动管理信息系统的财务与非财务管理内容设置不协调.......... 16华侨大学硕士学位论文
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3.1.3 泉州移动管理信息系统管理信息化的思想并未完全树立...... 17
3.1.4 泉州移动管理信息系统的其他利益主体内容管理较少.......... 17
3.1.5 泉州移动管理信息系统的绩效管理文化氛围不强...... 17
3.2 泉州移动管理信息系统绩效评价指标体系设计原则......... 18
3.3 泉州移动管理信息系统绩效棱柱模型下的主要利益相关者......... 19
3.3.1 投资者（股东）.. 20
3.3.2 顾客.......... 20
3.3.3 员工.......... 21
3.3.4 供应商...... 21