隨資訊科技不斷進步，組織資訊系統也從單一部門功能系統提升為企業整合型系統，像是整合企業資源規劃的ERP系統。為因應商業環境的競爭及組織提升效率，這種與企業流程高度整合的系統軟體市場正蓬勃發展，因此瞭解組織營運的工作內容及作業流程，成為導入整合性系統時不可或缺的經驗或知識。若組織在導入系統時，未能深入組織思維，了解組織需求，則會導致導入成效不如預期。另一方面，目前顧問公司希望將ERP系統以套裝軟體方式導入以節省人力跟時間的成本。因此必須謹慎調節顧問與導入公司在ERP導入定位上的衝突，以期能整合雙方知識達到成功導入ERP系統的目標。
本研究希望透過知識移轉觀點，探討ERP系統導入時，導入企業與ERP顧問團隊雙方在交換知識時受到哪些互動機制因素的影響，因此，當企業希望在ERP系統導入時能獲得較佳的成效，可以據以調整關鍵因素以達到目標。且在導入時，導入企業員工對資訊系統掌控的資訊能力將成為調節雙方想法的力量。若是能有效運用此一力量去平衡雙方在導入過程的主導力量，一方面能讓導入後的ERP系統不流於客制化過多的弊病，另一方面也可以避免ERP顧問不顧導入公司需求，只憑藉套裝軟體準則進行導入。
本研究透過訪談進行探索性的個案研究，以驗證互動狀況與EPR導入時的知識移轉狀態的相關性，訪談對象為四家ERP系統導入公司及兩家ERP系統的顧問公司。研究結果中發現，互動狀況與知識移轉程度有正相關性，當知識移轉較佳時，導入的成效也較好。導入公司資訊能力則是能調節ERP導入時，雙方所建構出知識市集的主導權，避免單方面過於強勢導致導入之ERP系統品質不如預期。

Given the continuous improvement of IT, the organizational information system moves from single department system to integrated organizational system, like the ERP system. Because of competitive commercial environment, the market of integrated system has developed quickly. It’s important to apply domain knowledge of the organization when an information system is adopted.
If the organization does not consider domain knowledge, it will bring less effect to the organization. On the other hand, the consultant company hopes the case be dealt with a package solution to save cost. Therefore, adjusting both sides becomes a critical way to reach the successful adoption.
This study attempts using the view of knowledge transfer to investigate how enterprise and ERP consulting company to exchange knowledge. Computer efficacy will become the adjustable power to make two powers fit. Good computer efficacy will bring two advantages. One is to avoid too much customization. The other is to step away the package’s type of ERP implementation.
This study used deeply discussion to interview four adoption company and two consultant companies to prove the relation of knowledge transfer model. The result of study shows that apparently positive effect between interaction and knowledge transfer. The better knowledge transfer will provide the better quality of ERP system. The computer efficacy in the user company will provide balance in knowledge, avoiding the situation that the consultant company might be too powerful to lower the ERP system quality.

第一章 緒論.......................................... 1
1.1 研究背景........................................................................................................1
1.2 研究動機與目的............................................................................................1
1.3 研究問題........................................................................................................2
1.4 研究流程........................................................................................................4
第二章 文獻探討...................................... 5
2.1 ERP 系統........................................................................................................5
2.1.1 組織策略.............................................................................................5
2.1.2 企業流程.............................................................................................5
2.1.3 資訊科技..............................................................................................5
2.2 ERP 系統導入之成功關鍵因素....................................................................6
2.2.1 ERP 系統發展沿革............................................................................6
2.2.2 ERP 系統發展概況............................................................................7
2.2.3 ERP 導入方式....................................................................................8
2.2.4 ERP 導入之考慮因素........................................................................9
2.2.5 ERP 關鍵成功因素..........................................................................10
2.3 知識移轉.......................................................................................................13
2.3.1 知識的定義.......................................................................................13
2.3.2 知識的特性.......................................................................................14
2.3.3 知識移轉...........................................................................................16
2.4 知識移轉機制..............................................................................................17
2.4.1 知識市集...........................................................................................17
2.4.2 知識傳遞機制....................................................................................19
2.5 賽局理論.......................................................................................................21
2.5.1 賽局理論基本概念............................................................................21
2.5.2 賽局性質分類....................................................................................23
2.5.3 競合賽局............................................................................................25
2.5.4 ERP 導入之知識市集......................................................................26
2.6 ERP 導入方法論........................................................................................29
2.6.1 思愛普(SAP)ERP 系統介紹............................................................29
2.6.2 甲骨文(Oracle) ERP 系統介紹......................................................32
第三章 研究方法與步驟............................... 35
3.1 研究架構......................................................................................................35
3.2 研究變數的定義及操作..............................................................................36
3.3 研究方法......................................................................................................38
3.4 研究步驟......................................................................................................39
第四章 個案描述..................................... 43
4.1 導入公司A 公司個案描述.........................................................................43
4.1.1 A 公司簡介........................................................................................43
4.1.2 導入背景...........................................................................................43
4.1.3 個案分析...........................................................................................47
4.2 導入公司Y 公司個案描述.........................................................................55
4.2.1 Y 公司簡介........................................................................................55
4.2.2 導入背景...........................................................................................55
4.3 導入公司E 公司個案描述.........................................................................66
4.3.1 E 公司簡介........................................................................................66
4.3.2 導入背景...........................................................................................66
4.3.3 個案分析...........................................................................................67
4.4 導入公司D 公司個案描述.........................................................................75
4.4.1 D 公司簡介........................................................................................75
4.4.2 導入背景...........................................................................................76
4.4.3 個案分析...........................................................................................78
4.5 顧問公司I 公司個案描述...........................................................................86
4.5.1 I 公司簡介.........................................................................................86
4.5.2 導入狀況...........................................................................................86
4.5.3 個案分析...........................................................................................88
4.6 顧問公司C 公司個案描述.........................................................................95
4.6.1 C 公司簡介........................................................................................95
4.6.2 導入狀況...........................................................................................95
4.6.3 個案分析...........................................................................................96
4.7 個案彙整....................................................................................................102
第五章 研究命題.....................................109
第六章 研究與建議...................................118
6.1 研究結論.................................................................................................... 118
6.2 研究限制....................................................................................................120
6.3 後續研究....................................................................................................120
參考文獻：...........................................122

圖目錄
圖1-1 研究步驟...........................................................................................................4
圖2-1 SECI 模式之概念圖...................................................................................... 17
圖2-2 賽局樹中無訊號線的訊號集........................................................................ 23
圖2-3 賽局樹中有訊號線的訊號集........................................................................ 23
圖2-4 ERP 導入之知識市集................................................................................... 27
圖2-5 SAP(IMG)系統導入各階段.......................................................................... 32
圖2-6 Oracle AIM 導入方法論................................................................................ 34
圖3-1 研究架構........................................................................................................ 35
圖3-2 多重證據來源................................................................................................ 41
圖4-1 A 公司ERP 導入團隊組織圖....................................................................... 45
圖4-2 Y 公司導入專案組織圖................................................................................. 56
圖4-3 ABeam 對ERP 權責之劃分......................................................................... 60
圖4-4 D 公司組織架構圖......................................................................................... 75
圖4-5 D 公司跨部門團隊組織圖............................................................................. 79
圖5-1 研究架構......................................................................................................109

表目錄
表2-1 ERP 系統的演進..............................................................................................7
表2-2 歐盟與台灣近兩年產業電子化之表現...........................................................8
表2-3 國外學者提出ERP 導入之關鍵成功因素.................................................. 10
表2-4 賽局之型式與分類........................................................................................ 23
表3-1 研究方法整理................................................................................................ 38
表4-1 個案公司分析— A 公司................................................................................ 53
表4-2 個案公司分析— Y公司................................................................................ 63
表4-3 個案公司分析— E 公司................................................................................ 72
表4-4 個案公司分析— D 公司................................................................................ 83
表4-5 個案公司分析— I 顧問公司導入H 公司..................................................... 92
表4-6 個案公司分析— C 顧問公司導入F 電信公司.........................................100
表4-7 個案公司分析彙總......................................................................................102
表6-1 本研究命題.................................................................................................. 118

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