Change Management and ERP Implementation Success

Abstract

Enterprise Resource Planning (ERP) systems have become an integral part of the technology infrastructure of large organizations. However, its implementation has been troublesome partly due to end-user resistance arising out of an inadequate understanding of system functionalities and related processes and fear of disruption to existing work routines. To counter this, ERP implementation teams execute user-centric change management strategies such as the establishment of an ERP help-desk, user involvement in system implementation, end-user training, and the deployment of power-users. This study analyses the impact of these change management strategies on implementation success. Analysis of empirical data indicates that an ERP help-desk and the deployment of power users influence implementation success, whereas user involvement in system design and user training has no significant impact. The study contributes to a better understanding of change management as it relates to the end-user and would aid organizations in prioritizing their strategies