以Fuzzy AHP法研究ERP顧問公司之評量與選擇 ; Developing a Selection Model of ERP consulting firms by Fuzzy Analytic Hierarchy Process

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题名:	以Fuzzy AHP法研究ERP顧問公司之評量與選擇;Developing a Selection Model of ERP consulting firms by Fuzzy Analytic Hierarchy Process
作者:	林燕妮;Yan-ni Lin
贡献者:	企業管理研究所
关键词:	Fuzzy AHP;顧問公司;企業資源規劃;Fuzzy Analytic Hierarchy Process;Enterprise Resource Planning;ERP consulting firms
日期:	2010-07-28
上传时间:	2010-12-08 14:48:58 (UTC+8)
出版者:	國立中央大學
摘要:	隨著市場環境、經營策略與科技的快速變化，企業資源規劃(Enterprise Resource Planning, ERP)系統已成為企業選擇資訊系統之主流。ERP系統之複雜性使得企業在導入時多須倚賴外部顧問之協助，而ERP顧問公司所擁有之豐富資源與經驗，即可協助企業之ERP導入專案的進行。由此可之，ERP顧問公司的選擇，對於企業之ERP導入專案的成敗，有決定性之影響。但由於企業對ERP系統與顧問業生態普遍缺乏深入了解，在資訊不充足的情況下，容易無法客觀地評選ERP顧問公司。故引發本研究對於「ERP顧問公司之評量與選擇」之探討，目的為發展出一ERP顧問公司之評量與選擇模式，以輔助企業實行評選決策。　　本研究藉由文獻收集與問卷之方式，輔以Buckley所提出之Fuzzy AHP法，建構出ERP顧問公司之評量與選擇模式，並分析各項評選構面與指標之相對權重值與重要性排序。另藉由模擬ERP顧問公司之選擇情境，以驗證本研究所提出之ERP顧問公司評量與選擇模式於實務界中運行之可行性。　　研究結果顯示，企業評量與選擇ERP顧問公司之前十一大關鍵評量指標依序為「產業之專業知識與導入經驗」、「顧問諮詢服務」、「導入方法論」、「教育訓練」、「企業流程再造之能力與經驗」、「明確且合理的收費結構」、「ERP系統與其延伸性軟體之專業知識」、「後續服務」、「差異化分析能力」、「專案管理能力」與「團隊溝通能力」。本研究結果發現，企業於評選ERP顧問公司時，首重ERP顧問公司之專業能力與服務品質，此有別於傳統上以聲譽及價格為優先考量之評選做法。同時，根據驗證結果顯示，本研究所建立之評選模式是可於實務界中運行的。 With the rapid change of market environment, business strategy and technology, Enterprise Resource Planning (ERP) system has become the main stream for enterprises in selecting information systems. The complexity of ERP system makes it necessary for enterprises to rely on external consultants to implement ERP. ERP consulting firms can make good use of their abundant resources and experiences to assist in the progress of ERP implementation. Therefore, selecting a good ERP consulting firm is important to the success of ERP implementation project. However, because, most of the time, enterprises lack sound understanding of ERP systems and the consulting industry, it will be difficult for them to objectively evaluate ERP consulting firms with limited information. With the aim of solving the problem, this research will investigate the evaluation and selection of ERP consulting firms. A selection model of ERP consulting firms is then developed so as to help enterprises’ decision making process. This study reviews the relative literatures and bases on the analysis result of the questionnaire survey to build up a selection model of ERP consulting firm. Then Buckley’s Fuzzy AHP method is used to analysis the relative weight and the importance ranking of the dimensions and factors. Last, the feasibility of this selection model in practice is verified by simulating a selective situation of ERP consulting firm. The results shows that the top eleven factors of selecting ERP consulting firms are: Industrial specific expertise and implementation experience, consulting service, methodology, education and training, ability and experience of business process reengineering, clear and reasonable charge structure, the expertise of ERP system and its extended software, follow-up services, ability of gap analysis, and ability of project management. This research finds that the professional ability and the service quality are the most important criteria for enterprises in selecting ERP consulting firms. This is different from the traditional practice that considers the reputation and price as top two priorities. Moreover, according to the verification results, the selection model proposed in this study is feasible in practices.
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