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研究生: 黃文麟
Huang, Wen-Lin,
論文名稱: ERP系統導入策略之評估─以S人壽保險公司為例
An Evaluation of ERP Implement Strategy─ A Case Study of Life Insurance Company S
指導教授: 周世玉
Chou, Shih-Yu
學位類別: 碩士
Master
系所名稱: 高階經理人企業管理碩士在職專班(EMBA)
Executive Master of Business Administration
論文出版年: 2016
畢業學年度: 104
語文別: 中文
論文頁數: 46
中文關鍵詞: 企業轉型、客戶關係管理、企業資源規劃、科技接受模型
英文關鍵詞: Business transformation,, Customer relationship management,, Enterprise resource planning ,, Technology acceptance model
DOI URL: https://doi.org/10.6345/NTNU202205172
論文種類: 學術論文
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  • 科技不僅改變了人類的生活,同時科技也驅動了企業的轉型。行動裝置、雲端技術、社群媒體、大數據四大科技趨勢,改變了生活,同時也改變了企業,造成了經濟的新時代,其中最重要的是大數據。在過去這幾個月,整個金管會開放了金融業投資金融科技的業務,造就了新的字眼─FinTech,就是如何把科技融入金融產業,亦是現今公司創新的發展目標。
    個案公司擁有五十年的歷史,其間經歷總公司與台灣在地產業環境、政府法規、商品演進、客戶與業務策略與運作方式等的改變;配合調整,同時因應業務成長,作業流程與資訊系統難免因地制宜或遷就臨時改變,逐漸複雜。科技驅動企業轉型,個案公司和國際知名軟體公司合作發展境界成就計畫,其內容主要有四大模組:客戶關係管理、保險業核心、企業資源規劃(ERP)、以及商業資料庫整合與商業分析。希冀透過境界成就計畫能進行更快、更好、更有價值的服務,令工作更輕鬆,卻更有成效與意義,並讓公司成為所有客戶心中首選的保險公司。
    本文利用科技接受模型(TAM)來實證探討個案公司員工使用境界成就計畫之新資訊系統之態度及意願,以自變數(有用性及易用性之關係)探討依變數(使用態度),再以使用態度為自變數探討依變數(使用意願)之關係。研究採問卷及訪談進行,受訪者皆為個案公司使用境界成就計畫之員工,以了解使用者實際使用情形。

    Science and Technology have not only changed our life but also driven business transformation. Mobile devices, cloud technology, social media and big data are four technology trends that are changing our daily lives and the operations of business as well. Among the four trends, big data perhaps is the most important one, which will result in a completely new economic era. In the past few months, FSC implemented new policy that allows financial services companies to invest in financial technology. And, this policy bring a new word – FinTech, to our society.FinTech is about incorporating technology into the financial industry, which is also the important goals of business innovative development in today’s society.
    The case company has 50 years of history, during which the company has experienced the changes of its parent company and the evolution of the industry, government regulations, insurance products, and customer and business operational strategy. To be able to keep growing continually, the case company has been changing its business processes and information systems to adapt to the changing environment. Since technology usually drives business transformation,the case company worked with a well-known international software companyto developa brand new enterprise information system –The Achievement Project, which contains four modules: customer relationship management, insurance industry core, enterprise resource planning (ERP), and commercial database integration and business analysis. Hope that through the launch of The Achievement Project, the case company can deliver faster, better, and more valuable services to its customers and lead to easier, effective and meaningful work experience for its employees, which in turn make the case company become the first choice of all customers among insurance companies in Taiwan.
    The studyemploys the Technology Acceptance Model (TAM) to empirically investigate employee attitude toward The Achievement Project and employee intention to using the delivered information system. We use the perceived usefulness and perceived ease of use to be the explanatory variables of attitude and usage intention and test the relationships with a sample obtained through an internal questionnaire investigation in the case company. We also conduct interviews with several employees who represent different departments in the case company to obtain qualitative opinions about The Achievement Project.

    第一章緒論 4 1.1 研究背景及動機 4 1.2 研究目的 5 1.3 論文結構 6 第二章學理基礎 7 2.1 企業資源規劃 (Enterprise Resource Planning,ERP) 7 2.1.1 定義 7 2.1.2 ERP系統之演進與發展 7 2.1.3 ERP的功能架構 9 2.2 企業再造流程(Business Process Reengineering,BPR) 10 2.2.1 企業流程再造定義 10 2.2.2 流程再造實施步驟 10 2.2.3 企業流程再造的特性及影響 11 2.2.4 資訊系統與工作流程的生命週期 12 2.3 企業資源規劃導入關鍵成功因素 14 2.4 科技接受模型(TAM) 15 第三章研究方法 17 3.1 人員訪談法 17 3.2 問卷調查法 20 3.3 研究對象 22 第四章個案公司ERP導入之成效 23 4.1 個案公司背景介紹 23 4.2 個案公司ERP導入策略 24 4.2.1 個案公司ERP導入策略 24 4.2.2 個案公司ERP導入企業流程再造(BPR)成效分析 26 4.3 以TAM 模型驗證個案公司導入ERP策略之有效性 29 4.4 使用者在試用境界計畫系統時所遭遇之問題分析 33 第五章結論 39 5.1 研究結果彙整 39 5.2 研究結果意涵 41 參考文獻 42 附件一 44 附件二 46 圖目錄 圖2-1 科技接受模型 16 圖3-1 研究架構 20 圖4-1 路徑系數估計 30 圖4-2有效樣本背景資料分析圖(N=109) 32 表目錄 表4-1 問卷調查信度表 29 表4-2 態度及意願平均表 31 表4-3 訪談彙整 33

    英文部分
    1. Davenport, T. H. (1998). Putting the enterprise into the enterprise systems. Harvard Business Review, 76 (4), 121-131.
    2. Davis, F. D. (1986). A Technology Acceptance Model for Empirically Testing NewEnd-User Information System :Theory and Results, Doctoral Dissertation, MIT Sloan School of Management ,Cambridge, MA.
    3. Davis, F. D. , R. P. Bagozzi and P. R. Warshaw (1989) User acceptance of computer technology: A comparison of two theoretical model, Management Science, 35 (8), 982-1003
    4. Gould, L. (1997). Planning and scheduling today’s automotive enterprises, Automative Manufacturing & Production, 109 (4), 62-66.
    5. Loh, T.C., Koh, L., andChing, S. (2004). Critical elements for a successful ERP implementation in SMEs, International Journal of Production Research, 42 (17): 3433–3455.
    6. Mabert, V .A. ,Soni, A. , &Venkataraman, M.A. (2000). Enterprise resource planning: survey of US manufacturing firms. Production and Inventory Management, 41 (2),52-58.

    中文部分
    論文
    1. 林福仁,2002,以科技接受模式探討教師與學生採用數位化教材的態度,資訊管理研究所碩士論文,頁61-65
    2. 俞立平主編,2002年,企業信息化與電子商務,東南大學出版社,2002年08月第1版
    3. 黃水香,2008,ERP實施影響因素研究述評,江西藍天學院學報,2008年02期
    4. 廖珮妏、余鑑、于俊傑,2012,應用整合型科技接受模式與創新擴散通用模型於企業導入數位學習之多層次分析,電子商務學報第十四卷第四期,頁657-688
    5. 謝廷豪,2006,企業導入ERP的動機、關鍵成功暨避免導致失敗因素之探討:以台灣傳統產業為例,修平學報第十三期,頁119-218
    期刊及網站
    6. 南山人壽,2014-2015,境界成就月刊
    7. 鼎新電腦公司,http://tw.digiwin.biz/

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