| 摘要: | ERP是一套複雜度相當高的套裝軟體，不僅僅內部模組眾多且功能強大，模組與模組之間的關連更是非常緊密。雖然大多數的ERP軟體都會提供一定程度的參數設定功能，讓企業依照各自內部的實際狀況來設定參數，藉以縮小系統流程與組織流程之間的差距，但仍舊無可避免的會有落差產生。而ERP在技術上所提供的功能與組織內實務上的需求間的落差則稱之為社會技術落差（socio-technical gap）。 社會技術落差並不會隨著ERP系統的上線就完全消失於無形，這是因為絕大部分的企業，在基於成本與時程的考量之下，往往無法在導入過程中就將ERP系統所提供的功能與組織所實際需要的業務要求間的落差縮短至最小。經由專案參與人員與系統使用者的努力來縮短社會技術落差可以提高ERP系統的適配程度，進而促成ERP系統品質的提升。因此，我們以個人為分析層級，提出一個ERP系統品質enhancement的研究模式，包含ERP enhancement前系統與作業的適配程度、IT人員的服務品質、使用者主導的認知、高階主管的支持與使用者支持這些因素，並解釋這些因素與使用者認知的系統品質之間的關係。 我們蒐集並分析了107份有效的問卷，包含個案公司內31位直接參與ERP enhancement專案的Key user與76位僅是ERP系統使用者的非Key user。結果發現ERP enhancement前系統與作業適配程度僅在流程此一維度對最終的系統品質有所影響，而包含IT人員的服務品質、使用者主導的認知、高階主管的支持與使用者支持對最終的系統品質均有直接的影響。在調節作用方面，僅有在非Key user的使用者主導的認知此一因素有調節的作用。 ERP is a highly complexed application package, its modules are numerous and they are tightly coupled as well. Although majority of ERP packages provide many parameters to their users to maintain some degree of flexibility in order to minimize the gap between business process flow and system flow. But, gap exists nevertherless. The gap between ERP's functionalities and the business practices is called “Socio-Technical Gap”. Social-technical gap will not just be vanished after the go-live of ERP system. Most of the ERP implementing firms, considering cost and schedule, are unable to narrow the gaps between system functions and business requirements to the minimum. With the efforts of ERP enhancement participants and ERP system users, the fit of ERP system will be higher by narrowing socio-technical gaps. As a result, the quality of ERP system after ERP enhancement will also be higher. We, thus, propose a research model for ERP system quality enhancement with system and operation fit before ERP enhancement, IT service quality, perceived user ownership, top management support, and user support the factors, and aim to establish a robust explanation for perceived system quality from the individual level of analysis. We analyzed 107 valid responses of ERP users from the company in this case, including 31 ERP enhancement project participants (key users) and 76 ERP system users (non- keyusers). We found that only in the process dimension of the system and operation fit before ERP enhancement construct do have significant impact on the system quality after ERP enhancement. However, other four constructs: IT service quality, perceived user ownership, top management support, and user support all have significant impact on the system quality after ERP enhancement. As for moderating effect, only perceived user ownership for non- keyusers do have moderating effect. |
