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探討企業導入ERP系統專案小組之內部服務品質研究 = A Study o...

劉修竹

探討企業導入ERP系統專案小組之內部服務品質研究 = A Study on Internal Service Quality of ERP System Implementation Project Team

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study on Internal Service Quality of ERP System Implementation Project Team
作者:	劉修竹,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2012[民101]
面頁冊數:	8, 54面圖，表格 : 30公分;
標題:	企業資源規劃
標題:	Enterprise Resource Planning
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/19580862746493459406
附註:	參考書目：面47-50
附註:	含附錄
摘要註:	近年來全球吹起了企業e化的風潮，許多企業為了要提升內部的管理能力、整合和處理企業相關資訊、改善作業流程以及降低營運成本等原因，智慧化資訊工具的應用，即成為提升企業競爭力不可或缺的工具；在這些工具中，90年代由傳統資訊系統轉變而來的企業資源規劃(Enterprise Resource Planning；ERP)，在企業電腦化應用扮演著很重要的地位。個案公司在2010年年初正式ERP全面上線並成立專案小組；在這之前，公司內部採用客製化的舊系統，各部門間因獨立作業導致資料無法共享，及無專案小組串聯各部門的系統需求，造成耗費人力和資源在維護資料與溝通中。而且因為資訊無法整合、及時，在查詢資料上需耗費很多時間，以至於常常導致資料來源錯誤或是延誤決策的時效性。專案小組成立後仍需進行評估與持續的改進，才能達到預期效益的關鍵所在。本研究運用重要性-績效分析法(Importance-Performance Analysis；IPA)來探討個案公司導入ERP系統專案小組之內部服務品質的情況，並透過Parasuraman, Zeithaml and Berry (1988)所提出之「SERVQUAL」量表為基礎的問卷調查方式進行資料收集。共回收了86份有效的企業問卷，據此進行後續統計分析，將服務品質項目依據重要性和績效分成四個象限，主要用來了解個案公司在服務品質的各種重要與表現程度的情形。本研究希望透過此分析結果，能過給予個案公司在經營策略上的改善建議，藉以提升內部使用者滿意度，提高組織效率。 In the recent years, business corporations start to favor the applications of electronic management system for improved efficiency in overall management system, such provides faster SOP and reduction of the cost inside the company. Thus, the advancement of information technology has become the main factor of affecting the productivity in business corporations. One of the most commonly used IT system which evolved from the 90s is the: Enterprise Resource Planning(ERP). The ERP system plays an important role in electronic management system for business applications.The case company employs a team specializing in the ERP system at the beginning of the 2010. Prior to the application of ERP system, the company uses an out-dated management system. The information cannot be shared between different departments and there was no specialized team to connect every department when problems were encountered, hence the resources were always spent on unnecessary communication and maintenance tasks. Moreover the information flows were always time-consuming, and because of these, the information was organized weakly, which often lead to incorrect information, and cause mistakes in decision making. The specialized team should be improved from time to time for the best efficiency. This study employ Importance-Performance-Analysis (IPA) to ERP system specialized team of the case company. Moreover, a「SERVQUAL」measurement provided by Parasuraman, Zeithaml and Berry (1988) was used for data collection. A total of 86 valid questionnaires were collected and used for further analysis. The service quality was divided into 4 categories based on importance and performance, which are used mainly for determining the effectiveness of the service quality of the case company. This results can be used to improve the management strategy and furthermore improve ERP system users`satisfactions and the over efficiency in the case company.

探討企業導入ERP系統專案小組之內部服務品質研究 = A Study on Internal Service Quality of ERP System Implementation Project Team
劉, 修竹

探討企業導入ERP系統專案小組之內部服務品質研究 = A Study on Internal Service Quality of ERP System Implementation Project Team / 劉修竹撰 - [高雄市] : 撰者, 2012[民101]. - 8, 54面 ; 圖，表格 ; 30公分.
參考書目：面47-50含附錄.
企業資源規劃Enterprise Resource Planning

探討企業導入ERP系統專案小組之內部服務品質研究 = A Study on Internal Service Quality of ERP System Implementation Project Team
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