Measuring ERP post implementation success.

Abstract

Enterprise Resource Planning (ERP) systems are the most popular information technology software being adopted in many organizations globally. While success stories of ERP implementation abound due to its potential in resolving the problem of fragmented information, a substantial number of these fail to meet intended goals. Some are abandoned altogether and others contribute to the failure of an organization. The increasing popularity of ERP system in organization coupled by huge financial resources required has resulted in several studies investigating their implementation. However very few studies have discussed ERP beyond the implementation phase. This research study provides empirical evidence on critical success factors to consider during implementation and key dimensions to be adopted in measuring post implementation success by evaluating the adoption of ERP in G4S. Quantitative data was gathered mainly through interview, reviewing of past records and questionnaires forwarded to 120 samples selected. The findings confirmed that top management, among the 7 factors identified is the most critical factors to consider during implementation. 34 measures that can be adapted to evaluate post implementation success were identified and mapped into 6 dimensions. The findings also confirm lCT member's views on ERP measurement success dimension are at variance with other stakeholders. While other department views organization impact as a key dimension, for lCT, it is the system quality. Overall the findings of this study will contribute to the growing body of knowledge on ERP success assessment in general. It is envisaged that the study will be valuable to researcher and practitioners and may serve as a base for future research in this area.