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

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羅仕偉(Sh-Wei Long ) 查詢紙本館藏

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資訊管理研究所

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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

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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

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指導教授

王存國(Tswen-Gwo Wang)

審核日期

2001-6-27

推文