臺灣博碩士論文加值系統

ERP系統經過近十年的發展已成為現代企業經營必備的工具與基礎，然不可避免地ERP系統在導入後也面臨修改、調整、使用者支援及升級等維護管理之議題。在系統的整個生命週期中，系統維護階段是一種持續性、長久性，且是花費成本最高的工作，因此以維護管理生命週期與企業效益為基礎來探討ERP系統維護之特性是ㄧ值得探討之議題。本研究藉由了解維護管理生命週期中不同時期所需要的維護管理活動，以及ERP系統導入後維護管理活動可能帶來的企業效益，找出ERP系統的維護特性，利用這些特性來協助預測及規劃未來的維護管理活動、安排維護工作、選擇適當的更新版本、分配維護管理活動資源，進而降低系統的維護成本。因此本文的研究問題為：
-ERP系統導入後的維護管理活動有哪些？
-ERP系統上線後的維護生命週期中，各階段所需要的維護管理活動為何？
-維護管理活動的進行是否為企業帶來效益？
-系統供應商與使用者對各階段所需要的維護管理活動以及系統維護管理活動可能帶來的企業效益在認知上是否有差異？

本研究係採用德爾菲法，先透過文獻探討之歸納整理，形成ERP系統維護管理活動之內容、導入ERP系統為企業所帶來的效益以及軟體維護生命週期；再依據文獻探討之結果設計德爾菲專家問卷，針對ERP系統供應商與使用者進行調查。研究結果顯示，本研究與其它文獻的發現有差異存在；而系統供應商與使用者對各階段所需要的維護管理活動以及系統維護管理活動可能帶來的企業效益，在認知上兩者基本上是ㄧ致的，但仍有一些分歧存在。

After nearly ten years of development, ERP system has become a basic business information processing requirement for many companies. Unavoidably, ERP system encounters maintenance issues after implementation, such as correcting, adapting, user support and upgrade etc. Over the whole software lifecycle phases, the post-implementation or maintenance stage of system is a lasting, permanent and cost most work. So it is worth to investigate characteristics of ERP maintenance based on software maintenance lifecycle model and business benefits. This study examines characteristics of ERP maintenance by understanding what maintenance activities are needed in each stage of software maintenance lifecycle and business benefits which maintenance activities may bring in after ERP implementation. Organizations can use these characteristics to predict and plan for future maintenance activities, select the proper upgrade versions, better allocate resources to relevant activities, and then to reduce ERP maintenance costs. Thus research questions this paper explored are：
-What are the maintenance activities pertaining to ERP?
-What maintenance activities are needed in each stage of software maintenance lifecycle?
-Do maintenance activities bring in business benefits?
-Are ERP system supplier’s perceptions different from user in what maintenance activities are needed in each stage of software maintenance lifecycle and business benefits which maintenance activities may bring in?

This research adopts Delphi method. Through literature review, we summarize ERP maintenance taxonomy, benefits of ERP, and software maintenance lifecycle; then use these results design Delphi questionnaire and E-mail to the ERP system suppliers and users. This research shows something different from previous research. And ERP system supplier’s perceptions are generally consistent with user, with some exceptions.

摘 要 I
ABSTRACT II
圖目錄 V
表目錄 VI
1. 緒論 1
1.1. 研究背景與動機 1
1.2. 研究目的與問題 3
1.3. 預期研究貢獻 4
1.4. 研究策略與架構 5
1.5. 論文架構 11
2. 文獻探討 13
2.1. ERP與傳統資訊系統(IN-HOUSE SYSTEM)之比較 13
2.2. 資訊系統之維護管理與分類 20
2.2.1. 軟體維護與ERP系統維護之定義 20
2.2.2. 維護管理活動的類型 21
2.3. 導入ERP系統的效益 37
2.4. 軟體維護生命週期 42
2.5. 本章小結 44
3. 研究設計與方法 46
3.1. 研究設計 46
3.2. 研究架構 48
3.3. 德爾菲法 50
3.3.1. 德爾菲法的特性 50
3.3.2. 德爾菲法的優缺點 50
3.3.3. 德爾菲法的適用情況 52
3.3.4. 德爾菲法的使用流程 52
3.3.5. 德爾菲法實施之注意事項 56
3.3.6. 本研究採用德爾菲法之理由 56
3.3.7. 德爾菲資料分析 57
4. 資料分析與討論 58
4.1. 德爾菲法之執行流程 58
4.1.1. 德爾菲問卷專家的選取 58
4.1.2. 本研究的問卷設計與發放 59
4.1.3. 德爾菲問卷回收比率及專家工作資歷分析 60
4.1.4. 一致性檢定 61
4.2. 問卷資料統計分析結果 69
4.2.1. ERP系統維護管理活動的趨勢分析 69
4.2.2. ERP系統維護管理活動的企業效益分析 75
4.3. 本文研究結果與其它文獻之比較 84
5. 結論與建議 88
5.1. 研究成果與貢獻 88
5.1.1. 維護管理活動之趨勢 88
5.1.2. 維護管理活動帶來的企業效益 88
5.2. 研究限制與建議 88
附錄1 ERP系統維護特性問卷調查(專家問卷第一回合) 88
附錄2 ERP系統維護特性問卷調查(專家問卷第二回合) 88
附錄3 獨立樣本 T 檢定：趨勢 88
附錄4 單因子變異數分析表：趨勢 88
附錄5 獨立樣本T檢定：效益 88
附錄6 單因子變異數分析：效益 88

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