| Summary: | 碩士 === 華梵大學 === 資訊管理學系碩士班 === 95 === ABSTRACT
ERP System (Enterprise Resources Planning) is probably one of the biggest investments of many enterprises’ IT departments in the past ten years. It is the core of a company’s Know-How. ERP system can effectively integrate an enterprise’s resources, as well as to improve the operation efficiency of the enterprise, which in turn can increase a company’s competitive advantage in the business market. However, almost more than 90% of ERP implementation cases have exceeded the estimated time and budget. Some cases even resulted in failures under normal implementations. Recent years, many researches on the critical success factors of ERP implementation were conducted in the academia and industrial field. And by analyzing a variety of technical documents, we had observed that critical success factors actually appeared repeatedly in these different documents, which show that ERP indeed has a significant influence to an enterprise, and that the two have quite complicated interactions with one another. Therefore, it is quite appropriate to adopt system dynamics in establishing a model for this complicated situation.
Therefore, with the three major factors of ERP implementation, namely the interactions among the “Enterprise”, the “ERP System”, and “Consultant” as basis, and the investigations of different documents in Taiwan and foreign countries, this research is conducted to coordinate the customer satisfactions and to probe the critical success factors of ERP implementation. With regards to ERP implementation, the satisfaction on the use of ERP does not only depend on the service providers, but also on the serving enterprises. It is with this reason; the research adopted the viewpoint of system dynamics and framed out all relative cause and effect factors into a cause and effect diagram in order to assist the enterprise or a consulting company to understand thoroughly the condition of the case implementation. The research also provides a consulting company a space to view the quality of its service at any time.
Keywords: Enterprise Resources Planning; Service Quality、 System Dynamics
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