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Student Number 90421005
Author Celia, Chan-Yi Tsai(蔡蟬伊)
Author's Email Address No Public.
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Department Business Administration
Year 2002
Semester 2
Degree Master
Type of Document Master's Thesis
Language English
Title Three Essays on the Successful Integration of the ERP and CRM systems
Date of Defense 2003-06-17
Page Count 54
Keyword
  • Critical Success Factor (CSF)
  • Customer Relationship Management (CRM)
  • Enterprise Resource Planning (ERP)
  • Extended ERP (EERP)
  • Abstract Three Essays on the Successful Integration of the ERP and CRM Systems
    This dissertation investigated the critical success factors of the integration of two information systems, namely the ERP and CRM systems. Three essays are included in the investigation. The first essay is “The Integration of ERP and CRM: An Exploratory Study on Critical Success Factors”, which has been presented at the Conference on ERP Research and Practices 2003. This essay seeks to define a set of CSF that had greatest impact on the success of integrating CRM and ERP. The development of a set of CSF for the integration of these two systems began with literature reviews on related papers. Only a dozen of descriptive articles were identified. Under this circumstance, face-to-face interviews with key experts on this subject were carried out in Taiwan. A purification of the resultant set of CSF was followed, and a CSF research model was consolidated. The final findings have significant implications for both EERP management theories and practices.
    Presented at the Fourth Conference of E-Enterprise Management Theory and Practices 2003, the second essay, titled as “Successful integration of ERP and CRM: Evidences from four cases”, validated the importance of the CSFs identified in the first essay by case studies. Four firms were selected for examining the notions of these CSFs and the project leaders of these firms were in depth interviewed. The evidences showed that the firms with success in all of the CSFs enjoyed the highest integration performance; the firms fallen short with some of the CSFs made lower integration performance.
    The third essay, titled as “A Quantitative Analysis of Successful Integration of ERP and CRM Systems”, attempted to confirm the relationship between CSFs and ERP/CRM integration through quantitative method. The questionnaire from the second essay was deployed to collect required information. There were thirty two returns in questionnaires, mainly from the electronics sector. The hypotheses were, then, tested using linear regression. The evidences showed that six CSFs confirmed the theoretical background. Top management support is imperative to ERP/CRM integration. In addition to that, user’s appreciation and user’s training also made sense in the case of ERP/CRM integration. Moreover, “project objectives and performance, effective communication and qualified project team were essential during the planning stage.
    Table of Content CONTENT
    三篇ERP與CRM系統整合成功之研究1
    Three Essays on the Successful Integration of the ERP and CRM Systems1
    AcknowledgementIV
    CONTENTV
    Main Context
    Essay One:
    The Integration of ERP and CRM: An Exploratory Study on Critical Success Factors1
    Abstract1
    1. Introduction3
    2. A Review on ERP/CRM4
    3. ERP/CRM Integration5
    4. An Analysis Model on the CSF of the Integration7
    5. Conclusion and Future Research11
    6. References12
    Essay Two:
    Successful Integration of ERP and CRM: Evidences from Four Cases15
    Abstract15
    1. Introduction16
    2. A Review on the CSFs of ERP/CRM Integration17
    3. Successful ERP/CRM Integration20
    4. Research Methodology21
    5. Research Results23
    6. Conclusion29
    7. References30
    Essay Three:
    A Quantitative Analysis of the Successful Integration of the ERP and CRM Systems33
    Abstract33
    1. Introduction33
    2. The Rationales and Hypotheses of the CSFs34
    3. Successful ERP/CRM Integration39
    4. Measurement and data collection40
    5. Data Analysis and Research Results41
    6. Conclusion43
    7. References45
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    2.Ballantine, J, M. B., M. Levy, A. Martin, I. Munro, and P. L. Powell, “The 3-D model of information systems success: The search for the dependent variable continues”, Information Resources Management Journal, 9(4), 5-14 (1996).
    3.Barki, H, and J Kartwick (1994), “Measuring user participation, user involvement and user attribute”, MIS Quarterly, 13(1), pp. 59-82.
    4.Bingi, P, M K Sharma, and J K Godla (1999), “Critical issues afftect an ERP implementation” Information System Management, 16(3), pp. 7 –14.
    5.Brendler, W F, and D Loyle (2001), “8 Critical factors that make or break CRM”, Target Marketing, 24(4), pp. 57-61.
    6.Cheng, Julian M. S., and Tsai, Celia C. Y. (2003, May). Successful integration of ERP and CRM: Evidences from four cases. Proceedings of the Fourth Conference of E-Enterprise Management Theory and Practices 2003, Da-Yeh University, Chang-Hua, Taiwan, 1-10.
    7.Cheng, Julian M. S., Y. W. Fan, P. Y. Hsu, W. H. Tsai, D. J. Leu, and Celia C. Y. Tsai, “The integration of ERP and CRM: An exploratory study on critical success factors”, Proceedings of the Conference on ERP Research and Practices 2003, Shih Hsin University, Taipei, Taiwan, 485-494 (2003, 1).
    8.Cherry Tree & Co., “Extended enterprise applications- spotlight report”, (2000), 4/4/2003, quoted from the website  www.ctiforum.com/technology/CRM/wp02/download/cherrytree_extended.pdf
    9.Collett, C (2000), “Seamless ERP integration is the challenge”, Computing Canada, 26(5), pp.13.
    10.DeLone, W H, and E R McLean (1992), “Information systems success: The quest for the dependent variable”, Information Systems Research, 3(1), pp. 60-95.
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    12.Ebner, M, A Hu, D Levitt, and J McCrory (2002), “How to rescue CRM?”, The McKinsey Quarterly, 4/10/2002 quoted from the website http://www.mckinseyquarterly.com/article_page.asp?ar=1254&L2=13&L3=13 
    13.Fan, Y W, P Y Hsu, and M S Cheng (2002), “Managing ERP system in organizations: An ERP adoption stage model from Taiwan’s experience”, 海峽兩岸青年學者經濟金融資訊與管理論壇, National Central University, Taiwan, July 2002, pp. 111-23.
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    15.Hair, J.F., Anderson, R. E., Tatham, R.L. and Black, W. C. (1998). Multivariate Data Analysis, 5th ed. New Jersey: Prentice Hall.
    16.Holland, C, and B Light (1999), “A critical Success Factors Model For ERP Implementation,” IEEE Software, 16(3), pp. 30 –36.
    17.Holley, C J (2002), “The urge to merge: Integrating front- and back-end systems”, Customer Inter@ction Solutions, 21(3), pp. 38-40.
    18.Jang, Y, and J Lee (1998), “Factors influencing the success of management consulting projects”, International Journal of Project Management, 16(2), pp. 67-72.
    19.Keen, P. G. W., “Value analysis: Justifying decision support systems”, MIS Quarterly, 5(1), 15-24 (1981).
    20.Kumar, K, and J van Hillegersberg (2000), “ERP Experience and Evolution,” Communications of the ACM, 43 (4), pp. 23-26.
    21.Maselli, J (2002),“Leverage CRM and ERP Data with New tools”, InformationWeek, (877), pp. 28.
    22.Mullin, R (2001), “CRM: Show us the payback”, Chemical Week, 163(40), pp. 28.
    23.Poon, P., and C. Wagner, “Critical success factors revisited: Success and failure cases of information systems for senior executives”, Decision Support Systems, 30, 393-418 (2001).
    24.Rai, A., S. L. Sandra, and B. W. Robert, “Assessing the validity of IS success models: An empirical test and theoretical”, Information Systems Research, 13(1), 50-69 (2002).
    25.Rainer, R K, Jr, H Carr, and S Magal (1992), “Trends in information centers”, Information Resources Management Journal, Summer, pp.5-14.
    26.Rajagopal, P (2002), “An innovation-diffusion view of implementation of enterprise resource planning systems and development of a research model”, Information & Management, 40(2), pp. 87-114
    27.Roberts-Witt, S L (2000), “CRM history”, 6/9/2002 quoted from the website http://www.talisma.com/press/articles/Zdnet-history-000609/ 
    28.Rockart, J F (1982), “The changing role of the information systems executive: A critical success factors perspective”, Sloan Management Review, 23(1), pp.3-13.
    29.Seddon, P. B., “A respecification and extension of the DeLone and McLean model of IS success”, Information Systems Research, 8(3), 240-253 (1997).
    30.Seddon, P. B., and M. Y. Kiew, “A partial test and development of DeLone and McLean's model of IS success”, Australian Journal of Information Systems, 4(1), 90-109 (1996).
    31.Shang, S, and P B Seddon (2000), “A comprehensive framework for classifying the benefits of ERP systems”, Americas Conference on Information Systems (AMCIS 2000), Aug 10-13, 2000, Long Beach, California.
    32.Shank, M E, A C Boynton, R W Zmud (1985), “Critical Success Factor Analysis as a Methodology for MIS Planning”, MIS Quarterly, 9(2), pp. 121-29.
    33.Soliman, F, S Clegg and T Tantoush (2001),“Critical success factors for integration of CAD/CAM systems with ERP systems”, International Journal of Operations & Production Management, 21(5/6), pp. 609-629
    34.Somers, T M. and Nelson K (2001), “The impact of critical success factors across the stages of Enterprise Resource Planning Implementations”, Proceedings of 34th Annual Hawaii International Conference on System Sciences, 10/10/2002 quoted from the website: http://www.computer.org/Proceedings/hicss/0981/volume%208/09818016abs.htm 
    35.Tan, X, D C Yen and X Fang (2002), “Internet integrated customer relationship management - A key success factor for companies in the E-commerce arena”, Journal of Computer Information Systems, 42(3), pp.77-86.
    36.Tom, F (2001), “Training employees to use ERP systems”, The American City & County, 116(14), pp. 12
    Advisor
  • Julian M. S. Cheng(鄭明松)
  • Files
  • 90421005.pdf
  • approve immediately
    Date of Submission 2003-07-04

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