| 摘要: | 企業最廣泛應用且最基本的軟體系統為企業資源規劃（Enterprise Resources Planning：簡稱ERP），它提供了企業在組織營運上的許多資訊，並且結合這些資訊與跨部門共同分享整理企業資訊的一套應用軟體系統。但儘管企業成功導入了ERP系統，每一家企業都有其特殊作業流程，導致原有的ERP模組無法滿足企業需求，最終變成企業需再使用額外軟體進行支援，以利作業流程順利進行，再加上現今社會生活步調講求快速，時間越來越被客戶所重視，若是無法將作業流程進行整合與簡化，企業將有可能失去顧客的信賴，因此，可以將等待視為一種機會成本。
本研究以使用ERP系統的訂單作業流程改善為個案，運用六標準差DMAIC的方法，依界定（Define）、衡量（Measure）、分析（Analyze）、改善（Improve）、控制（Control）步驟進行專案改善，將現有使用ERP系統的訂單作業流程，透過六標準差的手法提出可縮短客戶交期確認的等待時間的有效改善方案，藉由其改善，對訂單作業流程進行整合、簡化以及精簡，進而提升作業效率與降低人為出錯率，同時也可以提高企業在市場上的競爭力與客戶對於企業的滿意度。;Enterprise Resource Planning (ERP) is one of the most applied and fundamental software system. It provides a suite of applications and sharing the whole information with cross-functionals. However, even though company have successfully implemented ERP system, each enterprise has its unique operational processes, which means that the original ERP modules cannot meet the requirements of the enterprise. As a result, additional software is often needed to support operation process smoothly. In addition, with the fast pace of modern society and the increasing emphasis about on time by customers, if operation processes cannot be integrated and streamlined, enterprises may risk losing customer trust. Therefore, waiting can be considered as an opportunity cost.
In case study, we focus on improving the order operation process using the ERP system. The Six Sigma DMAIC method was applied, which includes define, measure, analyze, improve, and control steps to carry out the project improvement. By using the Six Sigma approach, an effective improvement plan was proposed to shorten the waiting time for customer delivery confirmation in the existing order operation process using the ERP system. Through this improvement, the order operation process was integrated, streamlined, and optimized, which improved operational efficiency and reduced human error rates. At the same time, it can also enhance the competitiveness of enterprises in the market and increase customer satisfaction with the enterprise. |
