End-user Attitude in ERP Post-Implementation: A Study in a Multinational Enterprise

End-user Attitude in ERP Post-Implementation: A Study in a Multinational Enterprise

Tiago Almeida (University of Aveiro, Portugal), Leonor Teixeira (GOVCOPP - University of Aveiro, Portugal, & IEETA, Portugal) and Carlos Ferreira (University of Aveiro, Portugal, & CIO - University of Lisbon, Portugal)
DOI: 10.4018/978-1-4666-1764-3.ch013
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This chapter analyzes the impact of the implementation of SAP R/3 in a Multinational Portuguese Organization (MPO), defining some Critical Success Factors (CSFs). In order to understand the motivations of end-users prior to implementation and to analyze the behavior after a change (post-implementation), a study based on a questionnaire was carried out. The sample included 67 users of SAP R/3 that were present throughout the process. Considering the results, the authors conclude that the implementation of SAP R/3 in MPO was successful, and the respondents consider their work more productive and achieve easier access to information. The existence of a solid team to support the project was established as a major facilitator in the whole process, as opposed to the limited time and lack of training that emerged as barriers to the implementation. It was also found that the learning period assumes a high importance in the success of the implementation, since increasing the training time reduces the need for support to the end-users.
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Theoretical Background

Nowadays companies face an increasingly complex and competitive market, which is reflected at the level of needs and requirements of its customers. Consequently, it is necessary to optimize business processes in order to minimize operating costs, and maximize the profit. It is in the perspective of this context that the integrated information systems appeared, now known as ERP systems.

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