衝突管理方式與企業資源規劃系統客製化專案績效之關聯性研究
張佑銘、 王維聰
摘要
在企業的經營發展過程中，隨著公司規模越來越大，許多分工越來越細微，使得企業的管理範圍越來越繁雜，有鑑於此，企業資源規劃(Enterprise Resource Planning; ERP)系統開始被廣泛使用，其目的為提供企業一個涵蓋大範圍的管理系統。隨著時代演進，ERP系統慢慢讓許多公司感到重重限制卻不得不用，於是ERP的客製化開始興起，在客製化這諾大的工程中牽涉到許多人與人之間的溝通，伴隨而至的則是大大小小的衝突，而管理衝突的方式共有三種，分別為合作型、競爭型、及迴避型衝突管理。而此三類衝突管理方式對企業經營成效之影響，又與領導者之轉換型領導風格相關特性有重大關聯。因此，為了探討衝突管理對於ERP系統客製化的績效是否有所影響，本研究預計透過衝突管理的模型，結合轉換型領導的六項風格，與透過個案訪談所建構之包含資訊回饋在內的客製化基礎模型等，利用系統動力學進行驗證與分析，期望讓領導者對於ERP系統客製化專案團隊的管理有進一步的理解與政策之提供。
關鍵詞：衝突管理、轉換型領導、ERP系統客製化
Investigating the Relationship between Conflict Management Methods and the Performance of ERP Customization Projects
Yu-Ming Chang, Wei-Tsong Wang
Abstract
In the process of business development of enterprises, as the business scale of a company becomes larger and larger, division of corporate tasks is becoming more and more subtle, which makes the management task of the company becomes more and more complicated. Consequently, many enterprises have been implementing Enterprise Resource Planning (ERP) systems in order to provide the enterprises with a universal management information systems. With the evolution of the business environments, ERP systems have gradually made many companies have sensed the restrictions of using ERP systems, while are forced to continue to use the systems to cope with their business operations. Therefore, the necessity of the customization of ERP has begun to rise. The execution of large-scale projects of ERP customization tend to involve intensive interpersonal communication, which may lead to multiple major or minor interpersonal conflicts. The literature indicates three primary ways to manage conflicts: cooperative, competitive, and avoiding conflict management. The impact of these three types of conflict management methods on business performance is significantly associated with the characteristics of leaders' transformational leadership styles. Therefore, in order to explore whether conflict management has an impact on the performance of the customization projects of ERP systems, this study aims to integrate the perspectives of conflict management, transformational leadership styles, and information feedback to conduct a case study research. Data collected primarily from personal interviews were used to develop a system dynamics model that can been used for further analysis and the validation of our research findings. The results of this study can provide enterprise managers with a better understanding of the management of the ERP system customized projects that can lead to the development of effective management strategies of such projects.
Keywords: Conflict management; transformational leadership; ERP customization
Received:
Accepted: