ERP客服工程師職能模式的建立與應用－以鼎新系統為例

高科技產業邁入微利時代，為了布局全球，各個企業紛紛把ERP系統集中到單一平臺上，近幾年來，ERP應用相對成熟，集中管理蔚為風潮，然而除了整體大環境產業景氣循環影響人力需求外，資訊服務業的工作經驗需求與徵才困難度幾乎完全呈現高度正向關聯，產業對於開發高附加價值產品之人才需求甚為殷切。雖然我國政府積極推動促進我國產業創新發展相關活動政策，以培育產業所需之人才計畫，改善產業環境並提升產業競爭力，然而訓練單位應該依據產業人才需求的規格來發展職能模式，但目前鮮少有ERP相關的職能模式。因此，本研究目的希望透過系統化的方法探討鼎新系統ERP客服工程師之主要工作任務與工作內容，並利用職能分析方法之職能訪談法與專家會議法來建立並驗證鼎新系統ERP客服工程師之職能模式，以規劃及發展鼎新系統ERP客服工程師之職能導向課程，以做為學校在培育相關人才時，課程辦理之重要參考依據，並且確保職能導向課程品質管理機制，再採用ADDIE教學設計模型之分析、設計與發展階段來進行系統化課程的建構，期能更符合鼎新系統ERP客服工程師之產業需求專業人才，以達成學術界與企業界之職能需求融合。

關鍵字

專家會議法；職能訪談法；職能模式； ERP客服工程師； NVivo質性分析軟體

並列摘要

High-tech industry into the era of meager profit, for global layout, each companies use the ERP system to focus on a single platform. in recent years, ERP application is relatively mature, centralized management is a growing trend, however, in addition to the business cycle of overall environment for industrial impact on manpower, the requirements of work experience in information service, and difficulty in recruitment almost fully rendered highly positive correlation, therefore industry strongly demand for talent who develop high value-added products. Our government actively promote the policy-related activities to enhance innovation development of our industry, in order to improve the industrial environment and enhance industrial competitiveness, it use the plan that cultivating the talent needed for industrial. But, it should be based on the specifications of industry demand for talent to develop competency model, nonetheless there are few ERP related competency model. Therefore, the purpose of this study hope to explore the major tasks and work content of ERP customer service engineer for the Digiwin Software through a systematic approach, furthermore we use the competency interview of competency analysis method and expert meetings law to construction and validate the competency model of ERP customer service engineer for the Digiwin Software for planning and developing the competency oriented courses of ERP customer service engineer for the Digiwin Software. It can be an important reference for school to handle course in nurturing talent, and ensure the competency guide curriculum quality management system. And then use analysis of ADDIE instructional design model, design and development stage to construct a systematic curriculum, we expect that it can be more in line with the industry professionals requirements of ERP customer service engineer for the Digiwin Software to achieve integrating competency needs of academia and business.

並列關鍵字

expert meetings law ； competency interviews ； competency modalities ； ERP customer service ； NVivo qualitative analysis software

參考文獻

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