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Life after ERP implementation

87 citations0/0 files storedJournal of Enterprise Information Management

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ERP Systems Implementation and Impact Technology Adoption and User Behaviour Information Systems Theories and Implementation

Abstract

Purpose Case studies examining long‐term ERP system success/failure are scarce. However, there is a clear need for critical knowledge in this field. This paper aims to address this issue through providing evidence from a case study completed in an after‐sales division of a multinational corporation. Design/methodology/approach Data were collected from ERP users in two phases: during the so‐called shakedown phase and two years after system implementation. Data gathering was done by means of a questionnaire based on the DeLone and McLean model. Findings Overall, user evaluations were more negative in the shakedown phase. However, problems were still identified two years after system implementation. For example, the quality of user support was considered to have worsened during this time. Evaluations also differed depending on the user's respective business process and user type. For instance, data integration was generally identified as a positive issue, but at the same time others considered it a downside of the new system. Research limitations/implications The research results are based on data from one organization, which naturally limits the generalizability of the findings. Practical implications Although the study relies on case‐based evidence, it underlines the value of using user evaluations in identifying problem areas during the ERP implementation process. Results elaborate on the effects that ERP system inflexibility and integration may have in a complex business environment. Originality/value The study is seminal in its field as evidence covers multiple points in time. The results are valuable for improving the quality of ERP evaluation in companies as well as for developing research in this curriculum.

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References

1984Case Study Research: Design and Methods 2004Case Study Research 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update 2009Building theories from case study research 1992Information Systems Success: The Quest for the Dependent Variable 1995Task-Technology Fit and Individual Performance 1987The Case Research Strategy in Studies of Information Systems 1998Putting the enterprise into the enterprise system.

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