Developing a QFD model for prioritizing the CSFs of ERP based on the enablers of organizational agility

Abstract

PurposeThe main purpose of this study is to develop a model for prioritizing the critical success factors (CSF) of enterprise resources planning (ERP) based on the enablers of organizational agility (OA).Design/methodology/approachFirst, the CSFs of ERP and the enablers of OA have been identified and classified using Decision-Making Trial and Evaluation Laboratory (DEMATEL), and then a three-phase quality function deployment (QFD) model has been designed to prioritize the influencing and influenced criteria. The proposed approach has been examined in the banking sector.FindingsMajor findings indicated that organizational structure, IT technology infrastructure, and commitment and support by top managers were selected as indicators with top priority.Research limitations/implicationsResearch variables were limited to the enablers of OA and the CSFs of ERP; analysis was time-consuming due to the interconnected multiple QFD phases, and findings were limited to the selected branches of a bank. The bank managers were suggested to enhance their commitment and support toward ERP. Also, it was recommended to the managers to evaluate their organizational structure and empower it as much as possible toward the fulfillment of customers' requirements and customers' expected agility.Originality/valueThe development of the QFD matrices and dividing the factors of each research variables into influencing and influenced factors distinguished this study from the literature.