探討企業導入ERP對客户服務的貢獻

從 ERP (Enterprise Resource Planning)於90年代由Gartner Group提出之後，便在企業界引起一陣旋風，許多國際大企業都紛紛導入ERP系統。美國財星500大企業大多數已導入或正在導入中。有不少企業也因此而獲得更高的效益，甚至也因此造就了系統廠商有如 SAP、Oracle… 等ERP系統並提供廠商的龐大獲利空間。當旋風漸漸吹到台灣企業界之後，由於高科技產業重視產能及效率的提升，另外又加上受到國外廠商要求使用的壓力，所以台灣不少高科技產業率先加入使用ERP系統的行列，希望藉由ERP 的導入提升企業的競爭力。許多ERP的案例中，企業透過ERP系統蘊含的現代管理知識來進行重要的流程變更，並且透過所謂的最佳典範 (Best Practice)，吸收一流企業的最佳實務，產生企業流程改造 BPR (Business Process Reengineering)，企業導入ERP除了做內部流程的改造，最終不可或缺有力的結果是對客戶服務的貢獻。簡言之，對客戶服務的貢獻的結果才是ERP導入成功的目標。本研究的個案公司導入ERP後，對客戶服務的貢獻的結果探討其效益。並在高層主管的認知下，終於瞭解ERP伴隨著客戶服務的重要性。本專案企圖進行效益分析比較EPR導入前與ERP導入後之企業對客戶服務的貢獻；最後，將個案研究所得，望能給予國內其他產業作為未來導入ERP系統對客戶服務的貢獻影響之參考。本研究採個案研究法，經由文獻探討、產業資料收集及個案訪談後，彙整結論如下：一、「必須針對企業本身的經營模式不同而採取不同的方式(全面性或是漸進式導入) 」為企業如何導入ERP的方法。二、「企業願景與高階主管的支持」是企業如何成功導入ERP的最主要的關鍵因素。三、客戶服務的貢獻之關鍵，「主要在企業的經營模式於產、銷、人、發、財上何者為主要滿意客户服務的依歸，是其相關性成功關鍵因素」。

關鍵字

企業資源規劃；客戶服務；企業流程改造

並列摘要

A wave of ERP(Enterprise Resource Planning) implementation over global enterprise after Gartner Group proposed ERP system in 90’s. Then, most of Top 500 were implemented or planning to implement ERP system. Many enterprises benefited greatly by ERP system, thus many companies succeeded in selling ERP system. In many ERP cases , some company had business process change by modern management knowledge which was implicated by ERP system, and absorb the best business working experience by best practice and conduct BPR(Business Process Reengineering). We examine the benefit to customer satisfaction from ERP system in this study and find out the importance of ERP system to customer after executives support in terms of ERP implementations. We would like to conduct the benefit analysis before and after implement- ation ERP system. Finally, we will propose the result of research to industry user regarding customer satisfactions. The methodology of the research by case study, through the document study, the industry acquisition of information and the case interview, offer the entire conclusion to be as follows: 1. By the management pattern of the enterprise itself is the suitable way adopted (overall or step by step) to lead-in the ERP that is the methodology of leading-in ERP by enterprise. 2. “The enterprise prospect and the support from the executive” is the essential key of the success that enterprise lead-in ERP. 3. The most priority one of the management pattern of the enterprise adopted in Production, Sales, Human Resource, Research & Design, Finance, which is the successful key contribution for the customer service.

並列關鍵字

Enterprise Resource Planning ； Customer Service ； Business Process Reengineering

參考文獻

15. 馮遠耀、胡政源 (2002) ，我國企業導入ERP系統成功關鍵因素之研究, 頁36~41。

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11. Fornell, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol. 56(1), pp.6-21

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探討企業導入ERP對客户服務的貢獻

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