政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/35207
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113324/144300 (79%)
Visitors : 51117658      Online Users : 859
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大典藏 > College of Commerce > Department of MIS > Theses >  Item 140.119/35207


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/35207


    Title: Managing User Resistance in Enterprise Systems Implementation
    企業系統建置時，使用者抗拒的原因、行為與管理策略之研究
    Authors: 蘇朝清
    Su,Chao Chang
    Contributors: 尚孝純
    Shang,Shari
    蘇朝清
    Su,Chao Chang
    Keywords: 企業系統
    使用者抗拒
    變革管理
    使用者行為
    管理抗拒
    Enterprise Systems
    User Resistance
    Change Management
    User Behaviors
    Managing Resistance
    Date: 2003
    Issue Date: 2009-09-18 14:26:51 (UTC+8)
    Abstract: 企業大型商用套裝軟體(企業系統)的導入迫使系統使用者在許多方面必須進行改變，包含了工作的內容、人際間的關係、決策的過程以及工作的現狀。變革管理在企業系統建置能否成功的議題上扮演了非常關鍵性的角色。全面性地瞭解不同型態的使用者為什麼會抗拒企業系統建置的原因將有益於管理策略的執行並且產生更加符合期望的建置成果。本研究應用Delphi方法，針對十二位專案管理人進行深入的訪談，從他們的背後代表的上百個專案的經驗中，發現主管階層的使用者和基層操作階層的使用者對企業系統的抗拒原因不同，所需使用的管理策略亦不相同。管理階級的使用者本身抗拒系統最主要的原因為相信自己決策的能力比電腦來得強，同時對於系統能帶來的效益較持懷疑的態度。他們最常表現出來的抗拒行為是在會議當中和高階主管或是顧問們顯現負面的感覺或是抱怨。主管階層的使用者需要的是參與式的管理策略，給予協助並且確認他們對整個系統所能帶來的效益有所瞭解。而對於基層操作階層的使用者來說，因為導入系統所帶來的工作量增加、受到監視的感覺增加以及對於系統的不熟悉、認知不足，是他們抗拒企業系統的主要原因。這些使用者傾向於將錯誤推諉給其他員工以及直接抱怨系統的不易使用。本研究建議針對基層操作員工進行整體流程的訓練、加上適當的獎勵制度以及由他們的直屬主管來和他們進行更明確的溝通，協助他們解決問題。
    Enterprise systems (ES) impose changes on users in many areas: job content, interpersonal relationships, decision-making approaches, and work status. Change management is critical to successful ES implementation. A complete understanding of reasons and behaviors of different types of user resistance can lead to better management strategies and desired outcomes. Applying Delphi techniques with in-depth interviews with 12 project managers of more than one hundred ES projects, the study found that managerial and operational users resist enterprise systems in different ways and require different management strategies. Managerial users resisted using enterprise systems mainly due to confidence in their own way of making decisions and low perceived value of the system. They tended to express their doubts and negative feelings in meetings with top managers and consultants, and required more participative strategies to clarify their understanding of ES benefits. Resistance from operational users came mainly from excessive workloads, increased monitoring, and insufficient knowledge of ES. These users tended to blame others for errors as well as complaining the difficulties of using the system. It is suggested that users receive process training with proper rewards and clear communication from direct managers.
    Reference: References
    1.Aggarwal, A.K. "End user training - revisited," Journal of End User Computing (10:3) 1998, pp 32-33.
    2.Anderson, E.F. "Managerial considerations in participative design of MIS/DSS," Information & Management (9:4) 1985, pp 201-207.
    3.Bancroft, N., Seip, H., and Sprengel, A. Implementing SAP R/3: How to Introduce a Large System into a Large Organization, (2nd ed.) CT: Manning Publications, Greenwich, 1998.
    4.Coch, L., and French, J.R.P., Jr. "Overcoming resistance to change," Human Relations (1) 1948, pp 512-532.
    5.Davenport, T.H. Mission Critical: Realizing the Promise of Enterprise Systems Harvard Business School, Boston, Massachusetts, 2000.
    6.Davison, O.C. "The sources and limits of resistance in a privatized utility," in: Resistance and power in organizations: 69101, D.K. J. M. Jermier, & W. R. Nord (ed.), New York: Routiedge, 1994.
    7.deJager, P. "Communicating in times of change," Journal of Systems Management) 1994, pp 28-33.
    8.DeLone, W.H., and McLean, E.R. "The DeLone and McLean model of information systems success: A ten-year update," Journal of Management Information Systems (19:4), Spring 2003, p 9.
    9.Dickson, G.W., and Simmons, J.K. "The behavior side of MIS," Business Horizons) 1970, pp 59-71.
    10.Dunford, R., Dunphy, D.C., and Stace, D.A. "Strategies for Planned Change. An Exchange of Views Between," Organization Studies (11:1) 1990, p 131.
    11.Dunphy, D., and Stace, D. "The strategic management of corporate change," Human Relations (46:8), Aug 1993, p 905.
    12.Ginzberg, M.J. Implementing as a Process of Change: A Framework and Empirical Study, Rept CISR-13, Center for Information Systems Research, Massachusetts Institute of Technology, Cambridge, 1975.
    13.Hall, C., and Harvie, C. "A Comparison of the Performance of SMEs in Korea and Taiwan: Policy Implications for Turbulent Times," in: University of Wollongong Economics Working Paper Series, http://www.uow.edu.au/commerce/econ/wplist.html, 2003.
    14.Hasan, H., and Ditsa, G. "The Impact of Culture on the Adoption of IT: An Interpretive Study," Journal of Global Information Management (7:1), Jan-March 1999, p 5.
    15.Hofstede, G. Cultures Consequences CA: Sage., 1980.
    16.Holmes, T.S., and Holmes, T.H. "Short-term intrusions into lifestyle routines," Journal of Psychosomatic Research (14) 1970, pp 121-132.
    17.Huang, C.L. "Business Mindsets and Styles of the Chinese in the People`s Republic of China, Hong Kong, and Taiwan," The international Executive (36:2), Mar/Apr 1994, p 203.
    18.Hultman, K.E. The path of least resistance: Preparing employees for change, Austin, TX: Learning Concepts, 1979.
    19.Hultman, K.E. "Scaling the wall of resistance," Training and Development:October: 15-18) 1995.
    20.Janson, M.A., Woo, C.C., and Smith, L.D. "Information systems development and communicative action theory," Information & Management (25:2), Aug 1993, pp 59-72.
    21.Jiang, J.J., Muhanna, W.A., and Klein, G. "User resistance and strategies for promoting acceptance across system types," Information & Management (37:1), Jan 2000, p 25.
    22.Joshi, K. "A Model of Users` Perspective on Change: The Case of Information Systems Technology Implementation," MIS Quarterly (15:2), Jun 1991, p 229.
    23.Judson, A.S. Changing behavior in organizations: Minimizing resistance to change, Cambridge, MA: Basil Blackwell, 1991.
    24.Keen, P.G.W. "Information systems and organizational change," Communications of the ACM 24(1)) 1981, pp 22-34.
    25.Kesner, I.F., and Fowler, S. "When consultants and clients clash," Harvard Business Review (75:6), Nov/Dec 1997, p 22.
    26.Klein, K.J., Hall, R.J., and Laliberte, M. "Training and the organizational consequences of technological change: a case study of computer-aided design and drafting," in: Technological Innovation and Human Resources: End-User Training, U.E. Gattiker and L. Larwood (eds.), de Gruyter, New York, 1990.
    27.Kling, R. "Social analysis of computing: theoretical perspectives in recent empirical research," Computing Surveys (12:1) 1980, pp 61-110.
    28.Kotter, J.P., and Schlesinger, L.A. "Choosing Strategies for Change," Harvard Business Review (57:2), March/April 1979, p 106.
    29.Land, F.F. "The management of change: guiding for the successful implementation of information systems," in: Creating a Business-based IT Strategy, A. Brown (ed.), Chapman & Hall, London, UK, 1992, pp. 145-157.
    30.Lawler, E.E., and Mohrman, S.A. "Quality circles: after the honeymoon," in: Psychological Dimensions of Organizational Behavior, B.M. Staw (ed.), Macmillian, New York, 1991, pp. 144-173.
    31.Lindstone, H., and Turoff, M. The Delphi Method Addison Wesley Publishing Co., 1975.
    32.Markus, L.M., Axline, S., Petrie, D., and Tanis, C. "Learning from adopters` experience with ERP: problems encountered and success achieved," Journal of Information Technology (15:4), Dec 2000, pp 245-266.
    33.Markus, M.L. "Power, Politics, and MIS Implementation," Communications of the ACM (26:6), June 1983, pp 430-444.
    34.Martinsons, M.G., and Chong, P.K.C. "The influence of human factors and specialist involvement on information systems success," Human Relations (52:1) 1999, pp 123-152.
    35.Mathieu, J.E., and Zajac, D.M. "A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment," Psychological Bulletin (108) 1990, pp 171-194.
    36.Mumford, E. "Human values and the introduction of technological change," Manchester Business School Review (3:2) 1979, pp 13-17.
    37.Nord, W.R., and Tucker, S. Implementing Routine and Radical Innovation Lexington, Lexington Books, MA, 1987.
    38.O`Brien, J.A. "Computer, Management, and Society," in: Computer in Business Management: An Introduction, Richard D. Irin inc., 1979.
    39.Odiorne, G.S. "The Change Resisters," The Personnel Administrator (26:1), Jan 1981, p 57.
    40.Piderit, S.K. "Rethinking resistance and recognizing ambivalence: A multidimensional view of attitudes toward an organizational change," Academy of Management. The Academy of Management Review (25:4), Oct 2000, p 783.
    41.Rivard, S. "Successful implementation on end-user computing," Interfaces (17:3) 1984, pp 25-33.
    42.Robey, D., Ross, J.W., and Boudreau, M.-C. "Learning to implement enterprise systems: An exploratory study of the dialectics of change," Journal of Management Information Systems (19:1), Summer 2002, p 17.
    43.Ross, J.E. Modern Management and Information System Prentice-Hall Company, 1976.
    44.Ross, J.W., and Vitale, M.R. "The ERP Revolution: Surviving vs. Thriving," Information Systems Frontiers (2:2), Aug 2000, p 233.
    45.Rousseau, D.M. "Managing the change to an automated office: lessons from five case studies," Office: Technology and People (4) 1989, pp 31-52.
    46.Sanders, D.H. Computer In Business, chapter 14 Macgraw-Hill, 1979.
    47.Seddon, P.B. "A respecification and extension of the DeLone and McLean model of IS success," Information Systems Research (8:3), Sep 1997, p 240.
    48.Shang, S., and Seddon, P.B. "Assessing and Managing the Benefits of Enterprise Systems: the Business Managers Perspective," Information Systems (12) 2002, pp 271-299.
    49.Smith, H.A., and McKeen, J.D. "Computerization and Management: A Study of Conflict and Change," Information & Management (22:1), Jan 1992, p 53.
    50.Strebel, P. "Why do employees resist change," Harvard Business Review (74:3), May/Jun 1996, p 86.
    51.Sumner, M. "Critical Success Factors in Enterprise Wide Information Management Systems Projects," 5th Americas Conference on Information Systems, Milwaukee, Wisconsin, USA, 1999.
    52.Swanson, E.B. Information systems implementation: bridging the gap between design and utilization Irwin, Homewood, IL, 1988.
    53.Zaltman, G. "STRATEGIES FOR PLANNED CHANGE," The Public Relations Journal (32:2), FEB. 1976, p 30.
    54.Zuboff, S. In the Age of the Smart Machine: The Future of Work and Power Basic Books, New York, 1988.
    Description: 碩士
    國立政治大學
    資訊管理研究所
    91356023
    92
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0091356023
    Data Type: thesis
    Appears in Collections:[Department of MIS] Theses

    Files in This Item:

    File Description SizeFormat
    35602301.pdf25KbAdobe PDF21218View/Open
    35602302.pdf28KbAdobe PDF21128View/Open
    35602303.pdf41KbAdobe PDF21103View/Open
    35602304.pdf35KbAdobe PDF21588View/Open
    35602305.pdf90KbAdobe PDF22430View/Open
    35602306.pdf77KbAdobe PDF23891View/Open
    35602307.pdf170KbAdobe PDF21228View/Open
    35602308.pdf60KbAdobe PDF21429View/Open
    35602309.pdf33KbAdobe PDF22312View/Open
    35602310.pdf41KbAdobe PDF21836View/Open
    35602311.pdf192KbAdobe PDF21378View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback