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Critical success factors in ERP implementations and the impact of the covid-19 pandemic
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.15 MB | Adobe PDF |
Orientador(es)
Resumo(s)
The COVID-19 pandemic caused unprecedented impacts on organisations all over the globe,
compromised the execution of their processes, and changed their employees’ procedures and
workplace routines, forcing firms to increase their efforts in digital transformation. Enterprise
Resource Planning (ERP) systems, tools that support companies’ business processes, are becoming
more adopted as digital transformation is establishing. Due to the complexity of ERP systems, their
implementation is usually executed with the assistance of consultants, which have the expertise to
configure, manage and operate the system. In this study, the background, experience and technical
knowledge of consultants are exploited to analyse what influencesthe success of implementations and
how the effects of the pandemic impacted its outcome. First, this study collected six Critical Success
Factors (CSFs) by reviewing previous literature. Then, according to the perceptions of consultants on
the ERP implementations they participated in during the coronavirus pandemic, the influence of each
CSF on Implementation Success was analysed as well as the moderation of COVID-19’s Effects in the
Workplace, using a PLS-SEM approach. The findings indicate that Business Process Reengineering and
Software Configuration, Project Management, Training and Education, and Change Management were
critical to success. Additionally, although COVID-19’s Effects in the Workplace did not demonstrate a
moderation effect, it directly influenced implementations. The results present researchers with a list
of Critical Success Factors in ERP implementations during the pandemic and provide confirmation that
the effects of COVID-19 in the workplace had a negative impact on their success.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
Palavras-chave
Enterprise Resource Planning Systems Critical Success Factors ERP Consultant Implementation Success COVID-19