Rodrigues, Jorge Manuel CarrolaBarreiras, Pedro Manuel Costa Coito e Jesus2023-02-062023-01-24http://hdl.handle.net/10362/148717Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceThe 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.engEnterprise Resource Planning SystemsCritical Success FactorsERP ConsultantImplementation SuccessCOVID-19master thesis203220099