ERP系統導入過程中使用者風險對資訊系統效能的影響

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莊博舜(BO-SHUN JHUANG) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

ERP系統導入過程中使用者風險對資訊系統效能的影響
(The impact of user risk on information system when enterprise implement ERP system)

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摘要(中)

企業追求成長的信念是一致的，而它們選擇導入企業資源規劃系統（ERP）是為了提升競爭力，其快速整合資訊的能力，成為管理階層做決策的重要依據。不過在導入的過程中，相對地失敗率也相當高，其中使用者風險是重要的因素，本研究目的主要是探討，ERP系統導入過程中使用者風險對資訊系統效能的影響。許多研究提出企業導入ERP時會發生的使用者風險，以及影響導入的情形，因此本研究尋找相關的論文與文獻，找出影響導入成功性的使用者風險因素，接著以實證的方式發出問卷並蒐集到三年份的資料，將問卷歸納出使用者風險後與公司的導入成功性做分析，看各種使用者風險發生百分比的變化，以及影響導入成功性的情況。經研究發現，企業在導入系統常會遇到的風險，分別為遭受人員抗拒、使用者沒有使用類似系統的經驗、組織成員不了解ERP之功能、組織成員尚未準備好利用ERP來協助工作。而使用單位經常改變對系統的需求，在導入過程中是一項重要的風險，管理階層應避免導入不適合的系統。其中使用單位無暇參與、員工資訊素養不足的問題，發生百分比逐年下降，應是企業與顧問有經驗後，讓此風險下降。此外因為ERP系統的特性，並未讓這些問題成為主要風險因素，分別是使用者對系統的期望不高、缺乏使用者間互合作，以及使用者間因權責問題產生衝突。而在使用者風險影響導入成功性方面，其兩者呈負相關，且經時間演進，風險影響成功性的部分逐漸變得不顯著，證明經由以往的導入案例，讓企業在導入時所發生的使用者風險，成為改善的助力。由研究我們可以了解企業導入ERP的使用者風險變化情形，以及其影響導入成功性與改善之情況。

摘要(英)

The main goal of enterprises in implementing ERP systems is to increase their competitive strength. Managers’ decision-making will be based on integrated and real-time information under ERP systems.But the failure rata is very high.The user risk is an important factor. In view of this, the purpose of this research is to explore the relationships between the user risk factor and the ERP success. Many research found user risk factors and indicated it is important. Questionnaire survey is used to collect the data for analysis in this research.Our research findings indicated some user risk factors happen in the implementing ERP system.This risk factors are users resistant to change,users lake of experience,users don’t understand the benefits of an ERP system,and users don’t ready to use an ERP system to assist their work.In result, the incidence of two problems is decreasing.They are lake of user participation and insufficient IT knowledge of users. And also find an user risk factor is important.Company unit users often change the ERP system.Because they don’t know what they need.There are some risk factors that is not main risk factors.That users don’t want to use ERP system and lake of cooperation from users.There is one more finding. As Time goes by,the company have more experience which in implementing ERP systems.

關鍵字(中)

★ 使用者風險
★ ERP導入
★ 企業資源規劃系統

關鍵字(英)

★ ERP system
★ User risk
★ Implementing Enterprise Resource Planning

論文目次

目錄
頁次
中文摘要…………………………………………………………………………………… i　　
英文摘要…………………………………………………………………………………… ii　　
目錄………………………………………………………………………………………… iii　　
表目錄……………………………………………………………………………………… iv　　
圖目錄……………………………………………………………………………………… v　　
一、緒論………………………………………………………………………………… 1
1-1研究背景………………………………………………………………………… 1
1-2研究動機與目的………………………………………………………………… 1
1-3論文結構與流程………………………………………………………………… 2
1-3-1論文結構……………………………………………………………………… 2
1-3-2研究流程……………………………………………………………………… 3
二、文獻探討…………………………………………………………………………… 4
2-1 ERP演進概論…………………………………………………………………… 4
2-2使用者的定義……………………………………………………………………4
2-3資訊系統的使用者風險定義……………………………………………………… 5
2-4 ERP軟體專案的導入風險………………………………………………………… 5
2-5 使用者風險對於導入ERP專案的影響……………………………………………6
2-6 使用者風險變數……………………………………………………………7
2-7導入ERP專案的成功性衡量………………………………………………………8
2-8 ERP專案的風險管理 …………………………………………………………… 10
三、研究方法…………………………………………………………………………… 10
3-1 研究架構………………………………………………………………………… 10
3-2問卷設計………………………………………………………………………… 12
3-3樣本取得………………………………………………………………………… 13
3-4評估ERP系統專案成功的構面與變數衡量…………………………………… 13
3-4-1評估ERP系統專案成功的構面………………………………………………13
3-4-2變數衡量………………………………………………………………………14
四、實證結果…………………………………………………………………………… 15
4-1樣本統計………………………………………………………………………… 16
4-2資料分析結果…………………………………………………………………… 18
4-2-1 企業導入ERP系統的使用者風險變化……………………………………… 19
4-2-2 企業導入ERP系統的使用者風險與導入成功之相關性……………………22
4-2-3 企業導入ERP系統的使用者風險對導入成功性之影響…………………… 24
五、研究結論與建議…………………………………………………………………… 28
5-1研究結論………………………………………………………………………… 28
5-2研究建議………………………………………………………………………… 29
參考文獻…………………………………………………………………………………… 29
表目錄
頁次
表1 使用者風險因素與參考文獻……………………………………………………… 8
表2 IT/IS成功性衡量之相關文獻……………………………………………………… 9
表3 三次問卷使用者風險分類表……………………………………………………… 12
表4 第一次問卷樣本統計表…………………………………………………………… 16
表5 第二次問卷樣本統計表…………………………………………………………… 17
表6 第三次問卷樣本統計表…………………………………………………………… 18
表7 企業導入ERP系統所發生的使用者風險排序…………………………………… 19
表8 第一次問卷使用者風險與導入成功性之迴歸表………………………………… 22
表9 第二次問卷使用者風險與導入成功性之迴歸表………………………………… 22
表10第三次問卷使用者風險與導入成功性之迴歸表………………………………… 23
表11 第一次問卷使用者風險與導入成功性ANOVA表………………………………… 24
表12 第二次問卷使用者風險與導入成功性ANOVA表………………………………… 25
表13 第三次問卷使用者風險與導入成功性ANOVA表………………………………… 26
圖目錄
頁次
圖1 研究流程圖………………………………………………………………………… 3
圖2 研究架構圖………………………………………………………………………… 11

參考文獻

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指導教授

蔡文賢(Wen-Hsien Tsai)

審核日期

2011-7-19

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