ERP Post-Implementation Success Assessment

Abstract

Enterprise resource planning implementation is a costly project that tends to face serious challenges. Thus, it is essential to perform the success assessment at the post-implementation stage of an ERP project to evaluate how much the system has succeeded in achieving its predetermined objectives. This chapter proposes an extended framework for assessing a firm's ERP post-implementation success. The factors contributing to the success assessment have been adapted from the original model of Ifinedo et al., which encompasses service quality, system quality, information quality, individual, workgroup, and organizational impact surrogates. Also, a new surrogate of inter-organizational impact proposed in this research. Using this model, the firm's ERP system success can be determined and the required improvement projects can be proposed to promote the success level. The proposed model is then applied to a real international company in the field of manufacturing and supplying turbines to measure the firm's ERP post-implementation success. Finally, the results of the assessment are discussed.