Achieving Strategic Goals: The Role of ERP and the Influence of Use Quality

Abstract

This chapter discusses the strategic role of an enterprise resource planning system within the International Centre of an Australian University. Several problems with use of the system are identified in the case study. These problems with use quality are a likely cause for the mismatch between what was expected of the system in supporting business strategies and the actual outcome. The users demonstrate an awareness of organisational strategies and goals and consider that the newly-implemented system does not sufficiently support execution of strategy and achievement of strategic goals, or formulation of organisational strategy.