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随着企业在信息化建设方面的投入逐步增加，企业的利益相
关者对投资信息化产生的效益也提出了更高的要求，对投资信息
化产生的回报也寄予更高的期望，作为上市公司的 S 集团，对企
业信息化投资的绩效评估也日益重视。但是鉴于信息化从建设、
实施到产生效益，具备一定的迟滞性、隐蔽性和难以计量性，导
致企业无法对信息化系统的实施效果做出有效的判定。本文研究
的主要目的，就是为构建出符合企业实际、操作性强、具有一定
科学性和适用性的综合评估指标体系，既满足 S 集团当前的需求，
又可结合行业内信息化系统实施评估的现状，做进一步改善、优
化和推广，使企业能够对信息化系统的实施工作做到常态化的监
督和管控，对实施效果做合理、科学的评估并不断改进，真正的
发挥信息化对企业的驱动作用
本文以 S 集团当下的迫切需求为出发点，大量研究了国内外企
业信息化系统实施评估理论的发展、以及信息化评估在国内的实
践状况。在充分研究相关文献的基础上，以平衡计分卡（BSC）为
理论基础，从财务角度、内部流程角度、客户角度、学习与成长摘要
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角度筛选评估指标，并经过专家评估构建起符合 S 集团实际经营
状况的信息化系统实施效果评估指标体系。鉴于常见的评估方法
各自适用场景不同，本文在充分研究平衡计分卡的理论基础上，
结合层次分析法构建了评估模型，通过问卷发放与调研，获取了
专家对不同层次元素的比较评判数据，并据此计算得出相关指标
的权重数据。在此基础上，结合模糊综合评判法构建了模糊判断
矩阵，对 S 集团信息化系统实施的效果进行了综合评判，得出了 S
集团信息化的实施效果，验证了评估指标体系与模型的合理性与
实用性。并根据得出的分析结果，提出了 S 集团信息化的优化路
径、建设方向和保障措施。本文在对国内外相关理论研究和实际
应用深入研究的基础上，将平衡计分卡、层次分析法、模糊综合
评判三种方法综合运用，将主观定性分析与定量分析相结合，取
长补短、实现了优势互补，进一步完善了信息化实施效果评估理
论在企业的实践
关键词 信息化 效果评估 平衡计分卡 模糊综合评判法ABSTRACT
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ABSTRACT
Under the guidance of national development strategies and macro policies of
informatization, considering the pressure of increasingly fierce competition in the
market environment, domestic enterprises pay more and more attention to
information application. It has become a necessary way for enterprises to survive
and develop by means of information system construction and implementation. It
is important for enterprises to build sound information systems for the integration
of their internal and external resources thus to maintain their own advantages and
win market competition. With the attention increasingly given to informatization
in some domestic enterprises, investment in this area has increased accordingly.
As the leading enterprise in the domestic apparel retail industry, S group has
invested a lot in information technology.
With the gradual increase in the investment on enterprise information
construction, the stakeholders of the enterprise put forward higher requirements
to the benefit of the investment information, and higher expectations on
information investment return. As a listed company, S group has paid more and
more attention to the performance evaluation of enterprise information
investment. However, it is difficult for an enterprise to make sensible judgments
on the effectiveness of its information system due to the hysteresis, concealment
and difficulty-measuring in its construction, implementation and benefit
generation. The major purpose of this paper is to construct a scientific and
applicable comprehensive evaluation index system, which is in line with the
actual situation of the enterprise. On one hand, this system meets with current
needs of the S group. On the other hand, it can be improved, optimized and
promoted by taking the status of information system evaluation in the wholeABSTRACT
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industry into consideration. It enables a certain enterprise to conduct normalized
supervision and control of its information system; make reasonable and scientific
assessment on its effectiveness, thus to insure a development driven by
information technology.
Based on the urgent needs of S group, this paper carries out an extensive
study of the development of domestic and foreign enterprise information system
implementation evaluation theories, as well as informatization practice evaluation
in China. After an intensive review of related literature, this paper chooses the
Balanced Scorecard (BSC) as its theoretical basis. It filters assessment indicators
through lens of finance, internal process, customer, learning and development.
And then, it builds a new index system for information application effect
evaluation for S group that is in line with its actual operating conditions, assessed
and approved by experts. Considering the fact that common evaluation methods
apply to different conditions, this paper built an assessment model. This model
combined the Balanced Scorecard theory and the analytic hierarchy process.
Furthermore, it got expert opinions on comparative data to elements of different
levels through questionnaire investigation and evaluation. Finally, it worked out
the weight data of related indexes. Then, it constructed a fuzzy judgment matrix
by using the fuzzy comprehensive evaluation method. After applying it to a
comprehensive evaluation on the information system in S group. It reached to a
conclusion on the information application effect; verified the rationality and
practicability of the evaluation index system and its model. Then, this paper
brings up the optimization path, the construction direction and the safeguard
measures for information application in the S group. Based on a comprehensive
review of related theories and their application, this paper uses methods of
balanced scorecard, analytic hierarchy process, and fuzzy comprehensiveABSTRACT
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evaluation; combines subjective qualitative analysis and quantitative analysis,
makes better use of respective advantages and improved practice of information
application evaluation in enterprises.
Duan zhehui (Master of Business Administration)
supervised by Gao Changchun
KEYWORDS Informatization, Effect evaluation, BSC, FCE目录
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目录
摘要........... I
ABSTRACT ..........III
1 绪论 .1
1.1 研究背景与意义 ......1
1.1.1 研究背景 ...........1
1.1.2 研究意义 ...........2
1.2 研究内容与目的 ......3
1.2.1 研究内容 ...........3
1.2.2 研究目的 ...........5
1.3 研究方法与技术路线 ..........6
1.3.1 研究方法 ...........6
1.3.2 技术路线 ...........7
1.4 论文创新点 ..8
2 文献综述 .....9
2.1 企业信息化理论概述 ..........9
2.1.1 企业信息化概念 ...........9
2.1.2 企业信息化发展阶段理论 .....10
2.2 企业信息化系统实施效果评估理论概述 11
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