无论是传统行业还是新兴行业都在经历一场信息技术变革的风暴，很多 企业选择了 ERP（Enterprise resource planning）作为提升企业竞争能力和生 存能力的解决方案。ERP 涵盖了企业运营的各个方面并且还在随着管理科学 的发展不断地扩大其领域范围，是推动企业管理变革和提升的重要手段。但 ERP 系统虽然至今已经发展了近三十年的时间，可它的实施高失败率仍然导 致很多企业望而却步甚至对此丧失信心。 无论在国内还是在国外，学者们都针对 ERP 项目实施做出了很多研究， 从各个角度证明了 ERP 实施顾问对于项目成功率具有至关重要的作用。不过 虽然如此，但具体如何去提升实施顾问的质量和绩效，却少有人做出研究。 ERP 实施从本质上来说是一种知识转移的过程，了解 ERP 软件及其实施关键 过程并担负着知识转移任务的恰恰是 ERP 供应商的项目实施人员，所以他们 才是项目中真正意义的推进者。因此，研究如何去改善 ERP 实施顾问的绩效 对于提升 ERP 项目的成功率，促进信息化发展具有重要的现实意义，本文正 立足于此。 本文以 ERP 服务企业 L 公司的项目实施团队为研究对象，采用标杆分析 法、文献分析法对 ERP 实施方法论、战略性绩效管理和胜任力模型等相关文 献及理论进行研究，结合访谈法所了解到的 ERP 项目团队的实际业务特点以 及常见的管理问题，创造性地从项目管理和人力资源管理的双重角度设计了 一整套系统的绩效改善方案。方案从战略的分解落地出发，包含了项目管理 体系、职业发展路径、胜任力模型、培训管理、薪酬设计、绩效考核等多方 面的具体改善措施，经过实践验证具有良好的效果。因为论文的基础来源于 实际，所以具有很强的应用性，对于 ERP 企业乃至相关的软件企业都有一定 的参考价值。 关键词：ERP 实施；实施顾问；绩效改善；人力资源哈尔滨工业大学工商管理硕士学位论文 - II - Abstract No matter traditional industries or new industries are all experiencing a storm of information technology change, many companies choose ERP as the solution to promote competition ability and survival ability. As an important means to promote the reform and promotion of enterprise management, ERP covers all aspects of business operations and also continues to expand its scope with the development of management science, but although the ERP system has been developed for nearly thirty years, its high failure rate still causes many enterprises to flinch, and even lose confidence. Both at home and abroad, scholars have done a lot of research on ERP from various angles to prove the importance of ERP implementation consultant for the success rate of the ERP project. ERP implementation is essentially a process of knowledge transfer, project implementation consultants are exactly the persons who understand ERP software and its key implementation processes and also execute the knowledge transfer task, so they are the real drivers of the project. But at present, there is little research on the implementation consultant team management in academia, and most of the related literature focus on the theoretical argument This paper choose project implementation team of L company which is a ERP service enterprise as the research object, by researching ERP implementation methodology, strategic performance management and competency model and other related literature through benchmarking and literature analysis, and according to the characteristics of the actual business interview and common management problems of ERP project team, creatively designed a system for performance improvement from the perspective of project management and human resource management. This system which has been proved with good effect starts from the strategic decomposition and implementation ， includes specific improvement steps for project management system, occupation development path, competency model, training management, compensation design, performance evaluation and other aspects. Because the basis of the paper comes from the actual, so it has a strong application and哈尔滨工业大学工商管理硕士学位论文 - III - certain reference value for ERP enterprises and even related software enterprises. Keywords: ERP implementation, implementation consultant, performance improvement, human resource哈尔滨工业大学工商管理硕士学位论文 - IV - 目 录 摘要...............................................................................................................................I Abstract..........................................................................................................................II 第 1 章 绪论................................................................................................................... 1 1.1 研究背景与问题提出.........................................................................................1 1.2 研究目的和意义.................................................................................................3 1.3 国内外研究现状.................................................................................................4 1.3.1 国外研究现状..............................................................................................4 1.3.2 国内研究现状..............................................................................................4 1.3.3 综述............................................................................................................... 5 1.4 相关理论研究......................................................................................................6 1.4.1 ERP 实施方法论..........................................................................................6 1.4.2 战略性绩效管理..........................................................................................9 1.4.3 胜任力模型................................................................................................ 13 1.5 研究内容、方法及论文结构..........................................................................15 第 2 章 L 公司实施团队绩效问题分析...................................................................18 2.1 L 公司背景介绍................................................................................................18 2.1.1 公司简介.....................................................................................................18 2.1.2 组织架构.....................................................................................................18 2.1.3 实施业务特点............................................................................................19 2.2 ERP 实施团队现存绩效问题......................................................................... 22 2.2.1 项目计划经常超期....................................................................................22 2.2.2 项目文档缺失严重....................................................................................23 2.2.3 跨职能沟通问题多....................................................................................23 2.2.4 绩效难以准确评估....................................................................................24 2.2.5 团队人员稳定性差....................................................................................25 2.2.6 业务能力停滞不前....................................................................................26 2.3 ERP 实施团队绩效问题成因分析.................................................................27 2.3.1 项目管控力薄弱........................................................................................27 2.3.2 人力资源体系不健全...............................................................................29 2.4 本章小结............................................................................................................30哈尔滨工业大学工商管理硕士学位论文 - V - 第 3 章 L 公司实施团队绩效改善方案...................................................................31 3.1 绩效改善方案整体框架构建..........................................................................31 3.1.1 L 公司战略目标.........................................................................................31 3.1.2 整体绩效改善方案设计...........................................................................33 3.2 项目管理体系优化...........................................................................................37 3.2.1 实施部门管理制度优化.........................