1、Developing Information Technology Policies for Enterprise Resource Planning to Improve Customer Orientation and Service 发展 ERP 以提高顾客的定位和服务 Riyanarto Sarno and Anisah Herdiyanti, Introduction The globalization of customers, products and services are driving the enterprise to focus on the sustainabili
2、ty, which encompasses the technology, social, environmental and economics dimensions. The Information Technology(IT) is poised to play critical role to the sustainability of the enterprises.The role of IT can be considered as a catalyst for the sustainability of short-term and long-term of enterpris
3、e objectives, which is known as business goals. 为了取得 全球化的客户的一致好评 ,产品和服务都是推动企业专注于可持续性 发展的重心 ,包括技术、社会、环境和经济 规模 。信息技术 在 企业的可持续性 发展过程中 起到 了 重要 的 作用 , 它的作用会被认为是 是实现 短期和长期可持续发展的企业目标 的 催化剂 ,即所谓的商业目标。 Moreover, the Enterprise Resource Planning(ERP) system is an important IT application, which is conceived t
4、o contribute in the success of managing business process in enterprises. Many enterprises have been running the ERP system successfully worldwide. The ERP system enables an enterprise to run the business processes in the high levels of delivering service to customer, balancing demand and supply, and
5、 integrating ERP functionalities, 例如 human resources management, sales, marketing, manufacturing, operations, purchasing, and finance. 此外 ,企业资源 计划 (ERP)系统是一个重要的信息技术应用 ,这是为 孕育 成功的企业业务流程以便 管理企业。许多企业已经成功地在世界范围内 实施了 ERP 系统 。 ERP 系统 即是 使企业经营业务过程的高水平给客户 提供服务 ,平衡供需 ,和整合 ERP 的功能 ,例如 人力 资源管理市场、销售、生产、运作、采购和财务
6、 Even though the ERP system is widely used in many enterprises, but the success of ERP practices are rarely issued. The ERP practices involve a lengthy and complex process5；these will give more opportunities that many problems will affect the ERP practices. However, the problems associated with the
7、software implementations are not new, nor specific to ERP system. 即使 ERP 系统是广泛用于许多企业 ,然而成功实践的 案例却 很少发布。 ERP 实践 是 一项长期而复杂的过程 ；这就使影响 ERP 实践的问题有更多的机会出现 。然而 ,软件实现 所带来的相关问题的出现 ,也不是 ERP 系统所独有的情况。 Many studies have reported several reasons of ERP failure reasons. The failure reasons of ERP practices can be
8、 vary from the high level management who had the objective of integrating ERP within business, to the end users who operate the ERP system； for instance, Davenportreports the failure of enterprise in resolving the business needs and the new IT system, as the reason of ERP practice failures. Recent r
9、esearches by Kumar 8and Markus 9stated that one of the major problems of ERP failures is the lack commitment, acceptance and readiness of the enterprise to deploy the system. Hence, the delivery and support of ERP practice failures are considered to be the major problems, including: the lack of high
10、 level management commitment, the lack of knowledge regarding ERP system,the mismatch between the delivered applications and the enterprises expectations and the lack understanding of ERP system operations. 许多研究报导了几 个 ERP 实施 失败的原因。 ERP 案例失败 的原因的可能 在于企业 高层管理者的目标在 于整合 ERP，而 对最终用户 来讲 ,他们 只是 操作 ERP 系统 ,
11、举例来说 ,报告 中提出错误 的 解决企业商业需要和 建设 新的 IT 系统 ,是 ERP 实践 失败 的主要原因 。 近年来 ，卡玛和马库斯 研究 表明： 企业没有兑现 ERP 完全实施 的承诺和 先前的 准备相应的企业部署系统是造成 ERP 失败的主要原因 。 因此 ,交货和支持 ERP 实践的失败都被认为是主要的问题 ,还包括 :缺乏高层管理者承诺 , 匮乏 关于 ERP 系统 的知识， 提交的 各种功能集成 应用 系统 和企业的 期望 不相匹配，以及对 ERP 系统缺乏了解 及 操作。 Meanwhile, the other studiesconsider the planning
12、and organization, and the acquirement and implementation of the ERP practice failures, including the unclear business objective and the lack of expertise to support the enterprise, respectively. Since the ERP practice failures can be seen from different domains of Control Objectives for Information
13、and Related Technology(COBIT)framework, in this paper we concern with evaluating the ERP readiness based on the IT processes from planning and organizing, acquiring and implementing, and delivering and supporting. Thereby, the Enterprise Maturity Level(EML)is measured to evaluate the ERP readiness i
14、n the enterprise. 与此同时 ,其他的研究 也表明 规划和组织 ,获取和 履行 实施 ERP 实践 的承诺是其 成败的关键 ,这其中 包括不清楚的企业目标和缺乏 相关 专业知识。自从 ERP 实践的失败可以从控制目标的不同领域的信息和相关技术框架 体系检测出来 ,在这篇文章中我们的关注与评价的基础 是基于 ERP 准备工作，这 包括策划、组织、获得和实施并交付并且支持。因此 ,企业成熟度等级 (EML)是其 评价企业 ERP 准备 措施的标准 。 Furthermore, a successful of ERP practice requires control during
15、planning, implementation and delivery of services, particularly related to IT. Thus, the IT controls can overcome the problems of ERP failures, and regulate the life cycle of service and related decision rights. The IT controls should be supported with the business controls 14；hence, we concern with
16、 IT policies for ERP practices within COBIT framework to achieve the Business Goals 4 (BG4), improve customer orientation and service. We applied COBIT due to the completeness15and internationally applicable IT Governance framework in many different industries. 此外 ,一个成功的 ERP 实践需要控制 其 进行计划、执行和交付 等 服务
17、方面 ,特别是相关 的信息技术 。因此 ,IT 才能控制和 克服 ERP 实施失败，规范 ERP 系统生命周期的服务以及相关决策的权利。 IT 系统控制应该支持商业业务 ,因此 ,我们专注于 IT 政策 对 ERP 业务流程框架来完成其商业目标 ,提高客户定位和服务 的实施 。我们运用 COBIT 正是 由于 其 完整性及国际 上信息技术 管理框架适用在许多不同的行业 。 Ten IT policies for ERP practices are developed in order to achieve BG4；they are based on ten IT Processes withi
18、n two IT Goals(ITG), ensure satisfaction of end users with service offerings and service levels(ITG3)and make sure that IT services are available as required (ITG23).Then, the IT policy objectives are designed for the related IT Processes by considering the contents and structures of ERP system, whi
19、ch are based on the service portfolio referring to Sarno and Herdiyanti.The IT policy objectives accommodate controls, direction and authority for the corresponding ERP system functions and the Responsible Job Functions(JF). 10 条 ERP 实践 政策 以达到 BG4；他们是基于 包含在两个 IT 目标的十个 IT 过程 ,以 保证 为 终端用户提供满意服务和服务水平 ,
20、确保 IT 服务均可根据客户的要求 。 然后 ， IT 政策项目中与IT 过程实施有关的规划需要考虑到 ERP 系统的内容和架构 ,该结果是基于 服务组合 Sarno 和Herdiyanti。 IT 政策 目标、方向和控制 为 ERP 系统 提供 了 相应的的功能 ,并负责 相应的 工作职责 。 In this paper, we elaborate the IT policy for ERP practices which relates to IT Process Delivery and Support 7(DS7)；educate and train users. The IT pol
21、icy for ERP practices related to DS7 is developed by considering the IT policy objectives. The management directions are also designed, and accordingly the procedures are developed. The contents of the procedures consider the EML measurement results, which are structured to improve the enterprise re
22、adiness. 在本文中 ,我们 详细描述了 IT 政策与 ERP 的实践 中关于 IT 政策实施的 递送和支持工艺 ，即培训与教育用户。 为 ERP 实施的 IT 政策是为了发展相应的 IT 项目。管理 方向 也同时需要进行设计 ,并 相应的支持程序的 发展。程序的内容 需要 考虑 EML 测量研究结果 ,该结果是 专为改善 企业的准备 工作提供帮助的 。 2.Theoretical Consideration 理论研究 2.1 COBIT 信息及相关技术的控制目标 Control Objectives for Information and Related Technology(COBI
23、T)framework provides a reference process model and common language for IT Process within enterprises. It defines 17 IT-related Business Goals (BG),28 IT Goals and 34 IT Processes, which are groupped into four domains； they are the Plan and Organise (PO),the Acquire and Implement(AI),the Deliver and
24、Support(DS),and the Monitor and Evaluate (ME).Each of the IT Process consists of control objectives, maturity model and general measurement for monitoring the IT Process performance. The PO domain covers strategy and concerns with the identification of IT contribution to the achievement of business
25、goals； whereas the AI domain is about developing and acquiring IT solutions. The DS domain concerns with the actual delivery of IT to achieve the business goals while the ME domain addresses performance management, including the regulatory compliance14. COBIT 框架 为制造型企业 提供了参考模型与普通语言。它定义了 17 种 相关的业务目标
26、(BG),28 个它的目标和三十 四条过程 ,这是 集合 成四个 领 域 ；他们是计划和组织 ,获得和执行(AI),交付和支持 (DS)、监测和评估每 个 的流程 ， 包括控制目标、成熟模型和一般测量加工 ,监测 性能 等。 PO 领域涵盖战略和与贡献识别 以 实现商业目标 ；而 AI 领域 涵盖的是 开发和获得 IT 解决方案。 DS 领域关注的 是全球业务上的 实际交割 ,完成其 绩效管理 。 The roles and responsibilities for each IT Process are also provided to the effectiveness of IT Gov
27、ernance by the representation of Responsible, Accountable, Consulted and Informed(RACI)chart. The RACI chart defines what activities should be delegated and to whom. Responsible is attributed for the people who do the work to achieve the task which is approved and directed by the Accountable person.
28、 This Accountable person is the only person who is ultimately accountable for correct and thorough completion of the task. The Consulted and the Informed roles are whose opinions are sought and whose are kept up-to-date on the task progress, respectively. RACI 图表示在每个 IT 过程实施的角色。 RACI 图 被 定义 为 怎样 把合适的任务交给合适的人去完成 。负责 表现在一个工作的完成需要委派有责任心并且合适的人来完
