許多公司花費龐大的金錢、人力和時間導入ERP系統以提高其競爭力。然而,企業在花費如此眾多的資源後,如何量測ERP系統的績效已經成為一個重要的議題。本研究利用模糊理論建立一個評估ERP系統績效的架構,此架構可以幫助管理者選擇適當的績效評估指標和架構這些績效指標。績效指標的分類可分為定量績效指標和定性績效指標,定性指標利用語意值的表現方式評估,其語意值可以被轉換為三角模糊數。透過計算方式可求得各績效構面的綜合模糊數,解模糊得到績效分數,並且再轉換成為語意值。透過各績效指標的績效分數和語意值,可以讓管理者更容易清楚瞭解ERP系統績效的表現,瞭解未來在哪些方面是需要改善的方向。
Numerous companies spend a lot of money, labor and time to implement ERP systems to enhance their competitiveness. However, how to measure the performance of an ERP system will be an important issue. This study establishes a framework to measure the performance of an ERP system by using the fuzzy set theory. The framework can help managers to choose suitable performance indicators and construct these performance indicators into a hierarchy. Quantitative and qualitative performance indicators would be selected. Linguistic rating method is adopted to measure the qualitative performance indicators. The linguistic ratings can be translated into triangular fuzzy numbers. The framework calculates the rates to obtain the aggregated ratings and also translates to the performance scores and linguistic ratings. Managers can trace the performance scores and linguistic ratings to understand what aspect of the ERP system would need to improve.