影響企業資源規劃系統成功因素之研究-從顧問服務與軟體差異性探討

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：18

、訪客IP：3.137.223.190

姓名

羅仕偉(Sh-Wei Long ) 查詢紙本館藏

畢業系所

資訊管理研究所

論文名稱

影響企業資源規劃系統成功因素之研究-從顧問服務與軟體差異性探討

相關論文

★ 影響ERP導入過程及成效因素之研究 - 單一公司兩次導入SAP系統之比較分析	★ 運用資料倉儲技術建置物力動員資訊系統之開發
★ 買方採用自有電子市集之個案研究─以台塑企業為例	★ DEA模型評估經營效率之研究—以某綜合證券商為例
★ 尋求卓越：中小企業資訊部門的管理之個案研究	★ 「證券商共同網路交易平台」之可行性分析
★ 產業競合模式策略探討－以自行車產業為例	★ RFID導入航空貨運站出口作業流程應用之研究
★ 綠色供應鏈活動建構之個案研究-以筆記型電腦製造業為例	★ 導入資訊科技服務管理之評估-以遠東銀行為例
★ 資訊系統導入歷程中專案團隊決策衝突之探討	★ 應用資源基礎理論探討持久競爭優勢-以智慧型手機H公司為例
★ 服務導向架構為基礎的企業流程管理之探討 - 以瀚宇博德股份有限公司為例	★ 沙賓法案實施與企業遵循個案研究--以K公司為例
★ 資訊服務委外之個案分析－以銀行簡訊為例	★ 有線電視業者經營IPTV之競爭優勢分析—以個案公司為例

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

[檢視]

[下載]

本電子論文使用權限為同意立即開放。
已達開放權限電子全文僅授權使用者為學術研究之目的，進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定，切勿任意重製、散佈、改作、轉貼、播送，以免觸法。

摘要(中)

在今日急速變遷的產業環境之下，企業為了求生存並因應市場上激烈的競爭態勢，大多希望在資訊科技的協助之下，能夠整合企業內部過多的資訊以及有限的資源，並進而奠立競爭優勢以達成企業目標。企業資源規劃（Enterprise Resource Planning，ERP）系統便是在這麼一個快速競爭時代下的產物。而ERP系統與傳統資訊系統最大的不同點在於前者屬於套裝軟體，因此會有「軟體差異性」的問題存在，且建置過程也會牽涉到外部顧問的參與。因此對於欲建置ERP系統的企業而言，如何有效運用企業內外可供利用之資源以成功地建置ERP系統，是管理階層關心的議題之一。本研究的目的，是希望從套裝軟體建置的觀點出發，並由外部顧問與企業之間的互動關係進而探討影響ERP系統成功的各項因素。
本研究的主要目標是希望針對國內建置ERP系統的製造業進行研究，探討影響ERP系統成功的各項因素，這些因素包含了這顧問服務品質團隊過程、管理階層和使用者的支援以及顧問服務品質以及ERP軟體和企業需求之間的差異性等。除了直接的影響之外，由於軟體差異性是一項不可避免的問題，本研究同時也希望能夠瞭解控制軟體差異性的各項因素，以降低其所造成的影響。
本研究的驗證結果顯示：在個別因素的主效果方面，顧問服務品質對於ERP系統成功有正向的影響，高階主管支持對於組織效益有正向的影響，ERP軟體與企業需求兩者之間的差異性對於系統品質有負向的影響，衝突解決對於系統品質有正向的影響；在軟體差異性與其他因素的交互作用方面，軟體差異性可藉著高階主管支持、顧問服務品質、溝通與衝突解決將其負面影響降至最低。由研究結果也可以得知，企業在進行ERP系統規劃及建置的過程中，應謹慎選擇顧問服務公司，並採取適當的策略以降低軟體差異性所造成的負面影響，使得ERP系統能夠有效地建置完成。

關鍵字(中)

★ 企業資源規劃
★ 團隊過程
★ 軟體差異性
★ 顧問服務品質
★ 高階主管支持

關鍵字(英)

論文目次

目錄……………………………………………………………………………I
圖次………………………………………………………………………….IV
表次…………………………………………………………………………...V
第一章緒論……………………………………………………………….1
1.1 研究背景…………………………………………………………………1
1.1.1 企業資源規劃的發展………………………………………………….1
1.1.2 全球企業資源規劃市場的擴張……………………………………….2
1.1.3 台灣企業資源規劃市場的現況……………………………………….4
1.2 研究動機…………………………………………………………………5
1.3 研究目的…………………………………………………………………6
1.4 研究問題…………………………………………………………………7
1.5 研究貢獻…………………………………………………………………7
1.6 研究程序…………………………………………………………………8
第二章文獻探討…………………………………………………………10
2.1 企業資源規劃………………………………………………………...10
2.1.1 企業資源規劃的演進…………………………………………………10
2.1.2 流程再造與企業資源規劃……………………………………………12
2.1.3 資訊顧問的角色………………………………………………………14
2.2 服務品質衡量………………………………………………………...16
2.2.1 服務品質………………………………………………………………16
2.2.2 專業服務品質…………………………………………………………18
2.2.3 管理顧問服務品質……………………………………………………19
2.3 團隊過程……………………………………………………………...20
2.3.1 溝通……………………………………………………………………20
2.3.2 衝突解決………………………………………………………………21
2.4 管理階層和使用者的支持…………………………………………...23
2.4.1 高階主管支持…………………………………………………………23
2.4.2 使用者參與……………………………………………………………24
2.5 資訊系統成功………………………………………………………...26
2.6 小結…………………………………………………………………...27
第三章研究模型…………………………………………………………29
3.1研究架構…………………………………………………………………29
3.2研究假說…………………………………………………………………32
3.2.1 高階主管支持與ERP系統成功……………………………………32
3.2.2 使用者支持與ERP系統成功…………………………………………33
3.2.3 顧問服務品質與ERP系統成功………………………………………34
3.2.4 團隊過程與ERP系統成功……………………………………………36
3.2.5 差異性與ERP系統成功………………………………………………39
3.2.6 差異性和其他因素的交互作用………………………………………40
第四章研究方法…………………………………………………………42
4.1 研究設計及研究工具………………………………………………...42
4.2 變數的定義及操作化………………………………………………...43
4.3 資料分析方法………………………………………………………...46
4.3.1 樣本基本資料分析……………………………………………………47
4.3.2 樣本資料穩定度分析…………………………………………………47
4.3.3 效度與信度之檢定……………………………………………………47
4.3.4 實質性關係分析………………………………………………………48
4.3.5 資料分析流程…………………………………………………………48
第五章資料分析…………………………………………………………49
5.1 問卷回收……………………………………………………………...49
5.2 樣本基本資料分析…………………………………………………...49
5.3 樣本穩定度分析……………………………………………………...51
5.4 效度與信度檢定……………………………………………………...53
5.4.1 效度……………………………………………………………………53
5.4.2 信度……………………………………………………………………53
5.5 研究假說檢定………………………………………………………...54
5.5.1 對系統品質的影響……………………………………………………55
5.5.2 對組織效益的影響……………………………………………………56
5.5.3 檢定結果整理…………………………………………………………57
第六章結論與建議………………………………………………………59
6.1 實徵結果……………………………………………………………...59
6.1.1 研究結果說明…………………………………………………………59
6.1.2 研究貢獻………………………………………………………………62
6.2 管理實務建議………………………………………………………...63
6.3 研究限制……………………………………………………………...64
6.4 未來研究方向………………………………………………………...65
參考文獻……………………………………………………………………..67
附錄
附錄一……………………………………………………………...……..A1
附錄二……………………………………………………………...……..A4
圖次
【圖1.1】北美主要ERP業者市場佔有率……………………………………3
【圖1.2】1995~2002全球ERP市場規模………………………………………4
【圖1.3】研究程序…………………………………………………………..9
【圖2.1】資訊科技與企業流程再造之關係………………………………12
【圖2.2】ERP軟體與企業流程的衝突解決策略………………………...13
【圖2.3】1998年我國ERP市場金額別分析………………………………..15
【圖2.4】Porter & Lilly的團隊績效模式……………………………….23
【圖2.5】Robey et al.的衝突關係圖…………………………………….23
【圖2.6】擴大後的資訊系統成功模式……………………………………27
【圖3.1】本研究架構………………………………………………………29
【圖4.1】問卷設計流程……………………………………………………43
【圖4.2】資料流程分析……………………………………………………48
表次
【表1.1】1999年台灣主要ERP業者…………………………………………5
【表2.1】ERP的演進過程………………………………………………...11
【表2.2】SERVQUAL的五個構面……………………………………………18
【表2.3】企業應用專業服務品質的七個構面……………………………19
【表2.4】資訊系統領域衝突定義之整理…………………………………22
【表4.1】本研究的操作化結果……………………………………………46
【表5.1】公司基本資料……………………………………………………50
【表5.2】ERP系統基本資料……………………………………………...51
【表5.3】回收樣本與未回收樣本之同質性檢定…………………………52
【表5.4】早期回收與晚期回收樣本之同質性檢定………………………52
【表5.5】本研究各構面信度值……………………………………………54
【表5.6】研究變數之相關矩陣、平均值與標準差………………………55
【表5.7】系統品質迴歸係數檢定之結果…………………………………56
【表5.8】組織效益迴歸係數檢定之結果…………………………………57
【表5.9】本研究假說驗證整理……………………………………………58

參考文獻

1.李晴雯，「使用者部門人員和資訊人員在系統建置的過程中，衝突之來源與影響」，國立中央大學未出版碩士論文，民88。

2.果芸，「對ERP應有的認識」，資訊與電腦，第228期，1999年7月號。
3.周樹林，「我國ERP市場現況與展望」，資訊與電腦，第228期，1999年7月號。
4.周樹林，「我國ERP市場成長與產品發展趨勢」，資訊與電腦，第238期，2000年5月號。
5.楊國樞、文崇一、吳聰賢、李亦園，社會及行為科學研究法，13th東華，1997年。
6.劉國良，「資訊顧問服務業市場分析」，資訊與電腦，第244期，2000年11月號。
7.簡世雄、劉學鐸、林茂山，「我國企管顧問業之發展及輔導策略」，經濟部七十八年度研究報告，民78。
8.Aharoni, Yair (1993), Coalitions and Competition: The Globalization of Professional Business Services. New York: Routledge.
9.Baker, B.N., D.C. Murphy and D. Fisher (1983), “Factors Affecting Project Success,” in Project Management Handbook, David I. Cleland, William R. King, eds. New York: Van Nostrand Reinhold.
10.Barcus, Sam W. and Joseph W. Wilkinson (1986), Handbook of Management Consulting Services. New York: McGraw-Hill.
11.Barki, H. and J. Hartwick (1989), “Rethinking the Concept for User Involvement,” MIS Quarterly, 13 (1), 53-63.
12.Barki, H. and J. Hartwick (1994), “User Participation, Conflict, and Conflict Resolution: The Mediating Roles of Influences,” Information Systems Research, 5 (4), 422-438.
13.Basil, Preetam, David C. Yen and Hung-Lian Tand (1997), “Information Consulting: Developments, Trends and Suggestions for Growth,” International Journal of Information Management, 17 (5), 303-323.
14.Bingi, Prasad, Maneesh K. Sharma and Jayanth K. Godla (1999), “Critical Issues Affecting an ERP Implementation,” Information Systems Management, 16 (3), 7-14.
15.Blili, S. L. Raymond, and S. Rivard (1998), “Impact of Task Uncertainty, End-user Involvement, and Competence on the Success of End-user Computing,” Information & Management, 33 (3), 137-153.
16.Boland, R.J. Jr. (1978), “The Process and Product of System Design,” Management Science, 24 (9), 887-898.
17.Bostrom, R.P. (1989), “Successful Application of Communication Techniques to Improve the System Development Process,” Information & Management, 16 (5), 279-295.
18.Boulding, Kenneth (1963), Conflict and Defense. New York: Harper & Row.
19.Brown, Stephen W. and Teresa A. Swartz (1989), “A Gap Analysis of Professional Service Quality,” Journal of Marketing, 53 (April), 92-98.
20.Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, 66 (Spring), 33-35.
21.Caruana, Albert, B. Ramaseshan, Michael T. Ewing and Fariba Rouhani (1998), “Expectations About Management Consultancy Services：Testing the Assumption of Equivalence Across Australian and Singaporean Firms,” Journal of Professional Services Marketing, 18 (1), 1-10.
22.Crosby, Philip. B. (1979), Quality is Free: The Art of Making Quality Certain. New York: New American Library.
23.Davenport, Thomas H. and J.E. Short (1990), “The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management View, 31 (4), 11-27.
24.Davenport, Thomas H. (1998), “Putting the Enterprise into the Enterprise System,” Harvard Business Review, 76 (4), 121-131.
25.Davison, Robert (1997), “”An Measurement for Measuring Meeting Success, Information and Management, 32 (4), 163-176.
26.Dean, N.J. (1968), “The Computer Comes of Age,” Harvard Business Review, 46 (1), 83-91.
27.Delone, William H. and Ephraim R. McLean (1992), “Information Systems Success: The Quest for the Dependent Variable,” Information Systems Research, 3 (1), 60-95.
28.Edstrom, A. (1977), “User Influence and the Success of MIS Projects: A Contingency Approach,” Human Relations, 30 (7), 589-607.
29.Franz, C.R. and D. Robey (1986), “Organizational Context, User Involvement, and the Usefulness of Information Systems,” Decision Sciences, 17 (4), 329-356.
30.Freeman, Kim D. and Jack Dart (1993), “Measuring the Perceived Quality of Professional Business Services,” Journal of Professional Services Marketing, 9 (1), 27-47.
31.Gross, P. and M. J. Ginzberg (1984), “Barriers to the Adoption of Application Software Packages,” SOS, 4 (4),211-226.
32.Grover, Varun, Myun Joong Cheon and James T.C. Teng, (1996), “The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions,” Journal of Management Information System, 12 (4), 89-116.
33.Gobeli, D.H., H.F. Koenig and I. Bechinger (1998), “Managing Conflict in Software Development Teams: A Multilevel Analysis,” Journal of Product Innovation Management, 15 (5), 423-435.
34.Jack Dart (1996), “Retailer versus Non-Retailer Perceptions and Behaviors Regarding Professional Service Providers,” Journal of Professional Services Marketing, 15(1), 71-84.
35.Jang, Young and Jinjoo Lee (1998), “Factors Influencing the Success of Management Consulting Projects,” International of Project Management, 16 (2), 67-72.
36.Jehn, Karen A. (1995), “A Multimethod Examination of the Benefits and Detriments of Intragroup Conflicts,” Administrative Science Quarterly, 40 (June), 256-282.
37.Jehn, Karen A. and Jennifer A. Chatman (2000), “The Influence of Proportional and Perceptual Conflict Composition on Team Performance,” The International Journal of Conflict Management, 11 (1), 56-73.
38.Jiang, James J., Gary Klein and Thomas L. Means (2000), “Project Risk Impact on Software Development Team Performance,” Project Management Journal, December, 19-26.
39.Hackman, J. R. (1987), “The Design of Work Teams,” in Handbook of Organizational Behavior, J. W. Lorsch, eds. Englewood cliffs, NJ: Prentice-Hall, 315-342.
40.Hammer, Michael (1990), “Reengineering Work: Don’t Automate, Obliterate,” Harvard Business Review, 68 (4), 104-112.
41.Hite, Robert E. and Cynthia Fraser (1988), “Meta-Analysis of Attitudes Toward Advertising by Professionals,” Journal of Marketing, 52 (July), 95-105.
42.Kaiser, K. and A. Srinivasan (1982), “User-Analyst Differences: An Empirical Investigation of Attitudes Related to Systems Developments,” Academy of Management Journal, 25 (3), 630-646.
43.Keen, P.G.W. and J.L. McKenney (1974), “How Managers’ Minds Work,” Harvard Business Review, 52 (3), 79-90.
44.Keen, P.G..W. and M.S. Scott-Morton (1978), Decision Support Systems: An Organizational Perspective. Mass: Addison-Wesley.
45.King, W.R. and J.I. Rodriguez (1981), “Participative Design of Strategic Decision Support Systems: An Empirical Assessment,” Management Science, 27 (6), 717-726.
46.Known, T.H. and R.W. Zmud (1987), “Unifying the Fragmented Models of Information Systems Implementation,” in Critical Issues in Information System Research, Richard J. Boland and R. A. Hirschheim eds. New York: Wiley.
47.Kotler, Philip, S.W. Ang, S.M. Leong, and C.T. Tan (1999), Marketing Management: An Asian Perspective. Singapore: Prentice Hall.
48.Lapierre, J. (1998), “The Role of Corporate Image in the evaluation of Business-toBusiness Professional Services: The Case of Consulting Engineers,” Journal of Professional Services Marketing, 16 (1), 21-41.
49.Lapierre, J., Pierre Filiatrault and Jean-Charles Chebat (1999), “Value Strategy Rather Than Qulaity Strategy: A Case of Business-to-Business Professional Services,” Journal of Business Research, 45(2), 235-246.
50.Lee, J. and S. Kim (1992), “The Relationship between Procedural Formalization in MIS Development and MIS Success,” Information & Management, 22, 89-111.
51.Lee, J. and Y. Kim (1999), “Effect of Partnership Quality on IS Outsourcing Success: Conceptual Framework and Empirical Validation,” Journal of Management information systems, 15 (4), 29-61.
52.Lucas, H.C., Jr. (1974), “Systems Qulaity, User Reactions, and the Use of Information Systems,” Management Informatics, 3 (4), 207-212.
53.Lucas, H. C., Jr. (1981), Implementation: The Key to Successful Information System. New York: McGraw-Hill.
54.Lucas, H. C., Jr., E. J. Walton and M. J. Ginzberg (1988), “Implementing Packaged Software,” MIS Quarterly, 12 (4), 537-549.
55.Mckeen, James D., Tor Gulmaraes and James C. Wetherbe (1994), “The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors,” MIS Quarterly, 18 (4), 427-451.
56.McKeen, James D. and Tor Gulmaraes (1997), “Successful Strategies for User Participation in Systems Development,” Journal of Management Information Systems, 14 (2), 133-150.
57.Mohr, J. and R. Spekman (1994), “Characteristics of Partnership Success: Partnership Attributes, Communication, Behavior, and Conflict Resolution Techniques,” Strategic Management Journal, 15 (2), 135-152.
58.Morris, P.W.G. and G.H. Hough (1987), The Anatomy of Major Projects. New York: John Wiley.
59.Mumford, E. (1979), “Consensus System Design: An Evaulation of this Approach,” in Design and Implementation of Computer-Based Information Systems. Holland.
60.Nidumolu, Sarma (1995), “The Effect of Coordination and Uncertainty on Software Project Performance: Residual Performance Risk as an Intervening Variable,” Information Systems Research, 6 (3), 191-219.
61.Nidumolu, Sarma (1996), “A Comparison of the Structural Contingency and Risk-Based Perspectives on Coordination in Software-Development Projects,” Journal of Management Information Systems, 13 (2), 77-113.
62.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall), 41-50.
63.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1), 12-40.
64.Pitt, Leyland F., Richard T. Waston and C. Bruce Kaven (1995), “Service Quality: A Measure of Infromation Systems Effectiveness,” MIS Quarterly, 19 (2), 173-187.
65.Porter, Thomas W. and Bryan S. Lilly (1996), “The Effects of Conflict, Trust, and Task Commitment on Project Team Performance,” The International Journal of Conflict Management, 7 (4), 361-376.
66.Power, R.F. and G.W. Dickson (1973), “MIS Project Management: Myths, Opinions and Realities,” California Management Review, 15 (3), 147-156.
67.Rai, Arun and Hindi Al-Hindi (2000), “The Effects of Development Process Modeling and Task Uncertainty on Development Quality Performance,” Information & Management, 37 (6), 335-346.
68.Rao, H. R. and J. M. An (1995), “The Effect of Team Composition on Decision Scheme, Information Search, and Perceived Complexity,” Journal of Organizational Computing, 5 (1), 1-20.
69.Robey, D. and D.L. Farrow (1982), “User Involvement in Information System Development: A Conflict Model and Empirical Test,” Management Science, 28 (1), 73-85.
70.Robey, D. and D.L. Farrow (1989), “Group Process and Conflict in System Development: A Conflict Model and Empirical Test,” Management Science, 35 (10), 1172-1191.
71.Robey, D., Larry A. Smith and Leo R. Vijayasarathy (1993), “Perceptions of Conflict and Success in Information Systems Development Projects,” Journal of Management Information Systems, 10 (1), 123-139.
72.Saarinen, Timo (1996), “An Expanded Instrument for Evaluating Information System Success,” Information & Management, 31 (2), 103-118
73.Salaway, G. (1987), “An Organizational Learning Approach to Information Systems Development,” MIS Quarterly, 11 (2), 245-264.
74.Schmenner, Roger W. (1986), “How Can Service Businesses Survive and Prosper?,” Sloan Management Review, 27 (3), 21-32.
75.Shin, Hyunsik and Jinjoo Lee (1996), “A Process Model of Application Software Package Acquisition and Implementation,” Journal of Systems Software, 32 (1), 57-64.
76.Soh, Christina, Sia S. Kien and Joanne Tay-Yap (2000), “Cultural Fits and Misfits: Is ERP A Universal Solution,” Communications of the ACM, 43 (4), 47-51.
77.Sussman, Stephanie Watts and P. J. Guinan (1999), “Antidotes for High Complexity and Ambiguity in Software Development,” Information & Management, 36 (1), 23-35.
78.Tan, Margaret (1994), “Establishing Mutual Understanding in Systems Design: An Empirical Study,” Journal of Management Information Systems, 10 (4), 159-182.
79.Tan, Raykun R. (1996), “Success Criteria and Success Factors for External Technology Transfer Projects,” Project Management Journal, 45-56.
80.Tuner, J.R., L. Grude and L. Thurloway (1996), The Project Manager as a Change Agent. McGraw-Hill.
81.Welti, Norbert (1999), Successful SAP R/3 Implementation: Practical Management of ERP Project. Reading, MA: Addison-Wesley Publishing Company.
82.Weill, P. (1992), “The Relationship Between Investment in Information Technology and Firm Performance: A Study of the Value Manufacturing Sector,” Information System Research, 3 (4), 307-333.
83.Wilson, Aubrey (1972), The Marketing of Professional Services. London: McGraw-Hill.
84.Yap, C.S., C.P.P. Soh, and K.S. Raman (1992), “Information Systems Success Factors in Small Business,” Omega, 20 (5-6), 597-609.
85.Zmud, R.W. and J.F. Cox (1979), “The Implementation Process: A Change Approach,” MIS Quarterly, 3 (2), 35-43.

指導教授

王存國(Tswen-Gwo Wang)

審核日期

2001-6-27

推文