ERP系統維護管理與企業效益之研究

A Study of ERP System Maintenance Management and Organizational Effectiveness

ERP系統經過近十年的發展已成為現代企業經營必備的工具與基礎，然不可避免地ERP系統在導入後也面臨修改、調整、使用者支援及升級等維護管理之議題。在系統的整個生命週期中，系統維護階段是一種持續性、長久性，且是花費成本最高的工作，因此以維護管理生命週期與企業效益為基礎來探討ERP系統維護管理之特性是一值得探討之議題。本研究藉由了解維護管理生命週期中不同時期所需要的維護管理活動，以及ERP系統導入後維護管理活動可能帶來的企業效益，找出ERP系統的維護特性。最後研究結果顯示，透過德爾菲法，我們瞭解多數的專家認為九大構面維護管理活動的進行對ERP系統效益的提升是有助益的。而系統供應商與使用者對各階段所需要的維護管理活動以及系統維護管理活動可能帶來的企業效益，在認知上兩者基本上是一致的，但仍有一些分歧存在。

After nearly ten years of development, ERP system has become a basic business information processing requirement for many companies. Unavoidably, ERP system encounters maintenance issues after implementation, such as correcting, updating, user support and upgrade etc. Over the entire software lifecycle phases, the post-implementation or maintenance stage of system is a lasting, permanent and cost consuming. Therefore, it is worth to investigate characteristics of ERP maintenance management based on software maintenance lifecycle model and business benefits. This study examines characteristics of ERP maintenance by understanding what maintenance activities are needed in each stage of software maintenance lifecycle and business benefits which maintenance activities may bring in after ERP implementation. Finally, through Delphi study, the result of the experiment shows that, the majority of experts believe that the nine dimensions of the maintenance activities are useful of enhancing the effectiveness of ERP system. And the benefits of maintenance management activities towards system suppliers and users, has its differences in the view of maintenance management activities.