隨著全球化時代的來臨，客戶無不期望以更低的價格、更短的交期獲得更佳的產品和服務，從以往廠商與廠商之間的競爭，演變成供應鏈和供應鏈間的競爭，拜資訊科技之賜，企業得以建構適當的資訊系統，滿足客戶要求快速回應的需要，許多國內外公司根據所謂的最佳典範發展出一套完整而複雜之ERP系統，聲稱他們所發展出來的企業參考模型可滿足企業快速導入的需要。但由於企業自有一套經營理念和作法，且企業文化也會引發出不同的作法和流程需求，因此在導入ERP的過程中經常會產生ERP無法滿足企業本身需求或與企業產生不合適(Misfit)的狀況，因而產生了ERP客製化的問題。

過去研究對於ERP導入之過程及關鍵成功因素有頗多著墨，唯獨對於ERP客製化相關研究不多，本研究試圖透過相關文獻探討並經過三個個案訪談找出ERP客製化的可能關鍵成功因素，再由該議題的三位專家確認後得到ERP客製化時的關鍵成功因素，最後以便利抽樣的方式挑選15家已導入Oracle ERP的公司作為個案分析，協同該議題的專家得到不同產業的企業於導入ERP客製化時的關鍵成功因素，進而提供後續研究以及企業推動ERP客製化時之參考依據。

研究結果發現：(1)除非企業已熟悉客製化開發工具，以及在人力足夠的情況下，可考慮自製和外包混合策略，其餘均建議將客製化委外處理；(2)高科技產業客製化關鍵成功因素是高階主管的支持、充分授權、IT人員作好溝通協調、客製化廠商配合程度；(3)製造業則是高階主管的支持、IT人員作好溝通協調；(4)服務業以高階主管的支持、分階段完成客製、客製化廠商配合程度最為重要。

With the coming of the globalization era, customers expect to have better products and services with lower price and shorter delivery time. The competition shifts from suppliers against suppliers to supply chain against supply chain. Thanks to the benefits from new technologies, enterprises can build appropriate information system to satisfy customers' need for timely responses. Many domestic and oversea companies have developed a completed and complicated ERP system based on the so called 'best model', and claimed that the reference model they created can meet enterprises' need for fast implementation. However, each enterprise has its own management concepts and methodology, and the enterprise culture results in different ways of doing things and flow requirements. In the process of ERP implementation, there are often situations that the standard ERP does not meet the enterprise's needs or results the misfit situation, and the customization problems are generated therefore.

The past studies on ERP implementation focused on the implementation process and the key success factors (KSF) for the implementation, but there were not many studies on ERP customization. This study tries to find the key success factors for ERP customization though the relevant papers and three case interviews. Three experts on this topic then confirm on these factors. Finally, 15 companies that have implemented Oracle ERP from the convenient samples are selected for case analysis. The experts can assist to find the KSF in different industries based on these cases, and provide guideline for further studies and reference for ERP customization.

The research finds the followings:
(1) Only when the company is familiar with the development tool for customization and has enough human resource, the company can consider a mix strategy of combining in-house and outsourcing. Otherwise, outsourcing is more recommended.
(2) The key success factors for customization in hi-tech industry include support from executives, sufficient authorization, co-ordination ability of IT, and cooperative level of customization supplier.
(3) The key success factors for customization in manufactory industry are support from executives and coordination ability of IT.
(4) The key success factors for customization in service industry are support from executives, completing customization in multiple phases and cooperative level of customization supplier.

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