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研究生:黃貞媚
研究生(外文):Chen-Mei Huang
論文名稱:人員投入對ERP導入成功影響性之研究
論文名稱(外文):An Explorative Study of the Impact of HR Devotion in ERP implementation
指導教授:許秉瑜許秉瑜引用關係
指導教授(外文):Ping-Yu Hsu
學位類別:碩士
校院名稱:國立中央大學
系所名稱:管理學院高階主管企管碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2003
畢業學年度:91
語文別:英文
論文頁數:63
中文關鍵詞:使用者滿意度績效改善人力資源ERP導入企業資源規劃
外文關鍵詞:Change ManagementHuman ResourcesDBSInformation System: ERP
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本論文係針對個案公司ERP導入經驗做探索性研究。市場因素趨動著企業變革,要追求利潤的成長,企業必需在流程及系統上予以改變。個案公司企圖尋找一個最佳方案解決其因舊系統所衍生之種種問題。因此經銷商營運系統(DBS, Dealer Business System) 被高階主管視為改變的契機,因其可改善與製造廠溝通與連繫。此系統在公司中被定位為ERP系統。
個案公司ERP導入共分五個階段:專案準備(Project Preparation),作業程序檢視(Procedure Review),上線前準備(Pre-production),正式上線(Go Live)及上線後的審查(Post Implementation) 階段。本研究將五個導入階段執行的工作、時間投入及人力資源運用作了清楚介紹,並加以分析導入小組所投入時間對使用者滿意度及績效改善之影響。本研究採用過去學者如 Pearson, Ive et al 及DeLon & McLean等人所提出架構做為績效分析問卷理論基礎。將使用者問卷共分成四個構面,分別為系統品質、資訊品質、教育訓練及個人績效,詢問使用者對此四個構面的滿意程度;針對導入小組問卷設計以詢問其對績效改善同意程度。
分析結果發現導入小組投入時間對使用者滿意度在個人工作品質改善及工作需求有顯著的影響,對導入小組在績效改善則以資訊整合最被認同。管理上建議分別從高階主管支持、導入計畫、使用者參與和影響、導入小組、顧問支持、使用者訓練、定期會議及避免導入後之併行測試等幾個方面做經驗上的分享。
要確保ERP導入成功不是一項容易的工作,本研究並非產生一個通用結果而是對ERP導入問題提供有價值觀點在重型機具產業上。
This research is an exploratory study of a study company’s ERP implementation experiences. Market factors are driving the change. The business processes and system must be changed for the profit growth. The study company was also facing numerous problems with the legacy system thus tried to find a best solution to solve these problems they faced. Top management viewed the Dealer Business System (DBS) as an opportunity to do things in a better way and differently. The other benefit was to improve the communications link with manufacture.
This study revealed the tasks performed, time input and human resources devotion through the five stages of project preparation, procedure review, pre-production, go live and post implementation. Time devotion of implementation team was the major factor to be discussed the relationship with end user satisfaction and project performance improvement. The critical success factors instruments of Bailey Pearson, Ive et al and the study of DeLon & McLean were adopted to develop the questionnaires for end users and project team members. End users were asked to describe their satisfaction with four constructions of system quality, information quality, user training and individual performance. The project team members were asked to provide their opinion for the implementation performances.
The analysis result from user satisfaction showed that the time devotion was positively related to the individual performance on job quality improvement and satisfy job requirement. For the performance aspects, time devotion was positively related to the information integration that was recognized by all team members. A number of managerial suggestions were identified in the implementation activities from the aspects of top management support, implementation plan, user involvement and influence, project team, consultant support, user training, regular meeting and avoid parallel run after implementation. .
Ensure successful implementation of ERP project is not an easy task. This research does not produce the general results but provide the valuable insight into ERP implementation issues in this business.
Abstract……………………………………………………………………………………i
Abstract in Chinese……………………………………………………………………….ii Acknowledgement………………………………………………………………………...iii
Table of Contents………………………………………………………………………….iv
List of Figures……………………………………………………………………………..v
List of Tables……………………………………………………………………………...vi
Chapter 1 Introduction………………………………………………………………….1
1.1 Background………………………………………………………………………..1
1.2 Purpose / Motivation………………………………………………………………2
1.3 Content of the Dissertation………………………………………………………..2
1.4 Research Flow…………………………………………………………………….3
Chapter 2 Literature Review…………………………………………………………4
2.1 Project Resources required in ERP Implementation……………………………..4
2.2 Critical Successful Factor for ERP implementation……………………………..7
Chapter 3 Research Methodology…………………………………………………...18
3.1 Research model…………………………………………………………………18
3.2 Research Hypotheses……………………………………………………………19
3.3 Research Methodology………………………………………………………….20
Chapter 4 The Case Study…………………………………………………………..24
4.1 Background Introduction……………………………………………………….24
4.2 The Tasks performed in Each Stages……………………………………………32
Chapter 5 The Performance of implementation…………………………………..43
5.1 Data Collection…………………………………………………………………43
5.2 Customer Satisfaction…………………………………………………………..43
5.3 Performance Improvement……………………………………………………...48
Chapter6 Summary and Management Implication……………………………….55
6.1 Managerial Suggestion………………………………………………………….55
6.2 Research Limitation…………………………………………………………….59
6.3 Conclusion & Future Work……………………………………………………..59
References…………………………………………………………………………….60
Appendixes
LIST OF FIGURES
Figure 1.1 Research flow…………………………………………………………….……3
Figure 2.1 Categories of I/S Success……………………………………………………..7
Figure 2.2 I/S Success Model………………………………………………………….…8
Figure 3.1 Research model………………………………………………………………18
Figure 4.1 Organization Chart……………………………………………………….…..24
Figure 4.2 Employee Average Age & Service Year……………………………………..25
Figure 4.3 Employee Education Distribution Chart…………………………………….26
Figure 4.4 Product Mix………………………………………………………………….26
Figure 4.5 Legacy System Operation Flow……………………………………………..28
Figure 4.6 New System Operation of DBS……………………………………………..29
Figure 4.7 The outdated and inefficiency business model…………………………….…30
Figure 4.8 New Business Module……………………………………………………….30
Figure 4.9 The DBS Modules……………………………………………………………31
Figure 4.10 DBS Project Timeline…………………………………………………….…33
Figure 4.11 Project Organization Chart……………………………………………….…38
Figure 5.1 Radar chart for performance improvement……………………………….…..51
中文部份:
1.林吉暉,「從ERP導入案例中探討影響導入成效之系統,組織及流程因素」,中央大學資訊管理研究所碩士論文,2002。
2.許凱生,「建立使用者觀點的企業資源規劃系統評估模式」,中央大學資訊管理研究所碩士論文,2002。
3.李泰霖,「企業導入企業資源規劃系統之目標過程與成敦」,中央大學工業管理研究所碩士論文,2001。
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Website:
1AdvizeX Technologies, “Roadmap to Success-An ERP Implementation Checklist”, http://www.tek-tips.com/gviewthread.cfm/lev2/78/lev3/80/pid/391/qid/375487
2.Robert G. Eshelman, Paul E. Juras, and Thomas C. Taylor, "Small Company Implementation", http://www.Strategicfinancemag.com/2001/02e.htm
3.Vyom Bhuta, "Eight Mantras to a successful Software Implementation", http://www.projectmanagement.com/article/1,2462,18833,00.html
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