Abstract:

The purpose of this study was to explore the human-influenced critical success factors (CSFs) for an enterprise resource planning (ERP) system implementation. Identifying CSFs can aid decision-makers in preventing human-influenced failures in ERP implementations. In an exploratory qualitative study, twelve mid-level to senior-level project and IT managers with experience in ERP system implementations were interviewed

Communication was the most frequently experienced factor in ERP system implementations, followed by planning, readiness, expectation, lens, resistance to change, skill, and culture. Two unique findings were the appearance of requirements in the top factors, and resistance to change was not as prominent as expected.

The researcher looked to illuminate those human-centered factors that cause failure so managers can better avoid or mitigate issues caused by the factors. The results aid management in reducing these factors which often result in the loss of revenue, resources, and market share. The need for enterprise resource planning systems to remain competitive means organizations are seeking ways of ensuring project success and system acceptance. Eliminating threats yields a system that realizes requirements, reduces resource waste, and increases overall task efficiency. Results from the study further close the gap between known CSFs and the behavior modifications needed to ensure successful implementation and usage.