應用模糊多準則決策於ERP系統軟體供應商評選之研究

A Multi-Criteria Decision Making Method for Selecting an ERP System Provider

10.6188/JEB.2004.6(1).03

王天津(Tien-Chin Wang)；張宗翰(Tsung-Han Chang)；王詩華(Shi-Hua Wang)

企業資源規劃系統 ； 模糊理論 ； 模糊多準則決策 ； ERP系統評選模式 ； Enterprise Resource Planning System ； Fuzzy Theory ； Fuzzy Multi-Criteria Decision Making ； ERP System Selection Model

電子商務學報

6卷1期（2004 / 03 / 01）

11 - 26

繁體中文

隨著全球化佈局策略與商業環境快速變遷之特性，為因應未來於B2B與B2C二方面有更多的無限商機，因此企業紛紛導入ERP以提昇競爭力；加上現階段已有許多的文獻與實際案例，可以清楚地得知，越來越多的企業捨棄自行開發軟體，而向外購買符合自己需要的ERP系統。由於ERP是一套昂貴且具高度複雜、高度風險之套裝軟體，故導入的成功與否，深深地影響著整個企業的存續，對企業而言是一大的挑戰。所以要如何評選ERP，這個問題正因擾著高階管理決策者。然而，在進行企業資源規劃系統評估的過程中，除了要考量企業本身核心能力、企業流程改造與未來資訊科技的發展之外，亦須面臨到外在環境的快速變遷與不確定性。其次，傳統的評估數量方法，己經無法有效地解決企業e化的問題，再加上評選準則因素不易量化，常會導致決策者主觀的判斷而產生缺乏客觀的看法，更不易進行ERP系統準則評估，而造成企業在建置一套ERP系統的困難度增加。 本研究透過文獻探討整理出ERP評選準則，以模糊理論為基礎，對五位專家學者進行問卷調查，獲得評選準則之「權重」後，再透過這些專家學者以這些準則(四大構面：ERP軟體供應商、ERP系統功能、ERP系統技術、其他評選準則；三十五個屬性)分別對五家ERP系統軟體供應商(SAP、Oracle、PeopleSoft、Baan、JD Edward)，以語意變數給予評比，藉由模糊數在解模糊化的過程化中獲得ERP系統軟體供應商之得分，並由高到低予以排序，進而評選出最佳系統供應商。本研究以模糊多準則決策(Fuzzy Multi-Criteria Decision Making , MCDM)方法為基礎，應用於群組決策模式之實證分析，建立一套系統化之評選模式，以作為企業在導入ERP系統時遴選軟體供應商之參考。 研究結果發現在進行多準則評估或群組決策時，模糊理論可提供一套客觀的系統化評選方法，當我們無法以傳統數學來解決模糊現象和模糊問題時，可藉由模糊數、模糊集合和解模糊化的過程求得最佳解，以減少傳統經驗法則中過度仰賴個人主觀認知的缺點，並達成群組決策共識的一致性。另外從實證案例得知，「完整性的服務」、「導入經驗」、「系統整合」、「系統執行效率」及「操作的簡易度」，這五項準則為企業評選ERP軟體供應商時最重要的考慮因素。

With the characteristics of organizational global strategies and rapid business environment changes, many enterprises implement enterprise resource planning(ERP) to take advantage of the opportunities in B2B and B2C. As we know, there are more and more organizations outsource the ERP packages fit their needs instead of developing them. It’s a hard challenge to implement an expensive, highly-complicated and risk ERP system without a beforehand planning. Meanwhile, during the process of evaluating a proper ERP system, the enterprise core capabilities, business process reengineering and information technology should be also considered. This study first concludes ERP evaluation criteria by literature review. Followed a questionnaire is conducted to collect the evaluators’ opinion toward evaluation criteria and five ERP providers. In this paper, we proposed fuzzy multiple-criteria decision making(MCDM) methodology in data analysis for group decision making. The result shows that the MCDM can be an objective systematic selection in taking multiple criteria or multiple evaluators tasks. We also find five criteria(service, experience, integration, efficiency and simplicity) are the essential issues when enterprises evaluate ERP providers.

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