Studies about Enterprise Resource Planning Training & Users

Size: px

Start display at page:

Download "Studies about Enterprise Resource Planning Training & Users"

Julian Wilkerson
5 years ago
Views:

1 Studies about Enterprise Resource Planning Training & Users Authors Allen, L.E. (2008) Amoako-Gyampah, K. & Salam, A.F. (2004) 68 survey respondents Dallas, TX, public school district Oracle HR, Finance, & Purchasing modules 571 respondents Large global organization Goal/Question: Identify & examine concerns of administrative & clerical employees toward ERP and training. Key Findings: Slow system performance the major problem, followed by what amounts to training: not enough time provided or lack of in-depth specificity, and need for troubleshooting know-how and more training (application). Comments were grouped into system issues (23); application issues (20); training issues (11); time issues (7); and generally negative comments, with no specific issue mentioned (7). Application issues could be considered as the need for more training. Goal/Question: Examined how shared beliefs in the benefits of the ERP as well as two implementation success factors, project communication and training, impact technology acceptance as reflected by intent to use the system. Key Findings: Belief construct or shared sense of value of the ERP is important for the development of positive attitudes toward the system that will then lead to greater technology acceptance or intent to use. Bagchi, Kanungo, Dasgupta (2003) 123 survey respondents and 3 case studies Users in 9 organizations across diverse industries, all using BaaN & Goal/Question: Since none of the prior ERP studies has focused on the user, these authors seek to examine ERP system acceptance at the individual level. Key Findings: Management involvement in ERP implementations positively impacts ERP user engagement. Considers acceptance a factor of adoption. Call for more training, specifically up-front employee development so employees can be involved in decision making about the ERP. They identify involvement, as others do, with more successful implementations. Missy Parks November 2, 2015 ERP Research Review Summary Page 1

2 Boykin, R.F. & Martz, W.B. (2004) Workers High tech manufacturing Training Goal/Question: Seek to validate the notion that typical education and training focus on tasks not processes, which sees those using ERP systems focusing on and understanding a limited role within the business. Key Findings: Both business and business schools share the same flawed approach, citing a 1991 study. A focus on keystrokes over process is problematic in both cases given that the role of ERP is to encompass business process. Bradley, J. & Lee, C.C. (2007) 143 questionnaire University HR and Finance departments (although title is user satisfaction) Goal/Question: Explore the relationship between ERP training satisfaction and perceived ease of use, usefulness, effectiveness and efficiency as components of Davis s Technology Adoption Model. Key Findings: Training satisfaction was not related to perceived usefulness nor is it related to perceived ease of use. Also of interest: Gender and education were not found to have a significant relationship to the understanding of features, functions, and software capability. Calisir, F. & Calisir, F. (2004) 21 returned surveys ERP users working with the system for avg. of 3.2 year, several times a day 24 businesses referred by vendor Goal/Question: What affects ERP user acceptance? Key Findings: User acceptance reflects perceived usefulness and learnability. For ERP systems to be successful, developers need to focus their attention on designing both useful and easy to use systems (p. 515). Duplaga & Astani (2003) Face-to-face interviews Mostly IT staff at 30 manufacturing companies with ERP systems Implementation success and issues Goal/Question: Discover the major issues concerning the implementation of enterprise resource planning. Key Findings: Training is the number one issue for both large- and small-sized firms surveyed. Second to that was a lack of in-house knowledge. User acceptance was rated as very high, although the users themselves were not asked. Those firms using a big bang approach to implementation were more successful than those using a gradual rollout approach. Missy Parks November 2, 2015 ERP Research Review Summary Page 2

3 Iansiti, M. (2007) 99 phone end-user survey respondents 100 different companies using Microsoft or Usefulness Goal/Question: Measure how end users of Enterprise Resource Planning (ERP) applications describe the impact of Microsoft and applications on their business productivity to understand what is behind the end user s experience with the applications they use, and how do those interactions positively or negatively impact business productivity. Key Findings: Present a user-centric Business Productivity Framework comprising Usability, Familiarity, Transactional Efficiency, Flexibility, Business Insight, and Collaboration. Usability measures the user s perception of how easy the applications are to use, how in command of the application a user feels, how easy it is to navigate in the software, and how much the user enjoys using the software (p. 8). Microsoft scored 17% higher than did on usability ratings 7-point Likert scale based on SUMI and other factors. Kelley, H. (2001) 143 questionnaire respondents; and also 17 interviews Utility, secondary education Self-efficacy Goal/Question: Combines Self-Efficacy and Attribution theories to explore 1) What are the causal attributions of users successful and unsuccessful computer-related performances? 2) Do the causal attributions of users successful and unsuccessful computer-related performances influence their judgments of CSE. If so, in what ways? Key Findings: Attribution theory can be coupled with self-efficacy to explain or predict ERP users response and attitudes. Asking people to report their challenges can result in respondent bias people don t like saying they struggle. Prior computer performance enactive mastery was significantly related as an antecedent to ERP self-efficacy. Training was identified as a problem when there was not enough, or, the quality was poor. Inadequate, incomplete training materials led to negative perceptions of the system, regardless of function. Kristiansen, R. (2006) Interviewed 5 ERP users Not indicated Interface complexity Goal/Question: Can models be utilized to aid tailoring of the ERP client interface where the tailoring is based on knowledge about the end-user, her tasks and the context? Key Findings: ERP users struggle with the interface to complete tasks. Proposes to model ERP interface customization. Notes that it remains an open question whether including workflow models into the methodology for UI tailoring in the ERP domain is appropriate or not. Missy Parks November 2, 2015 ERP Research Review Summary Page 3

4 Matey, B. (2002) 9 questionnaire and interviews as well as ethnographic observations and document analysis Steel manufacturing firm Oracle Training Goal/Question: Assess the impact on the employees of a corporate technology implementation by studying how the training initiative was conceived and delivered Key Findings: Training is a critical success factor for ERP implementations and must include both process and product training. Employees accept change if they understand when, where, why, who, and how, and the why appears to be the most important to the ERP user. Nah, F.F., Tan, X., and Teh, S.H. (2004) 229 survey responses Mid-western public non-profit institution Goal/Question: Examine the characteristics of cognitive antecedents of users acceptance of ERP systems. Explored acceptance in the context of perceived usefulness, ease of use, compatibility, and fit. Adoption is what management does; symbolic adoption represents mental; acceptance and likely intent to use, though not actual use of the ERP. Key Findings: The relationship between adoption, acceptance and training is demonstrated within the literature. Nah et al. (2004) studied ERP users and confirmed technology acceptance through perceived usefulness and perceived ease of use, both of which were mediated by the training. Ample training and hands-on use are required. Scherer, E. (2005) 3,500 user satisfaction surveys Various, primarily in Europe Goal/Question: Exploring the daily life of ERP users. Key Findings: Interface rated worse than user training, although both among lowest rated user oriented aspects of ERP systems. Concludes that rather than needing new ERP software, other improvements instead are needed. Scott, J. E. (2005) 480 University Training materials Goal/Question: Examines user perception of ERP training documentation 2-plus years after implementation Key Findings: Confirmed need for process-centric, not task-based, documentation and identified a lingering dissatisfaction with training materials. Also summarized key ideas about effective ERP training materials. Missy Parks November 2, 2015 ERP Research Review Summary Page 4

5 Topi, H., Lucas, W., & Babaian, T.(2005) 10 interviewed, 9 ERP users One division within a Corporate 500 business Complexity of the interface Goal/Question: Identify the key usability issues that ERP users face. Key Findings: Identifies complexity as a usability issue. Categorizes and describes the usability issues encountered by one division of a Fortune 500 company in the first years of its large-scale ERP implementation. Preponderance of cheat sheets and job supports, even customized data entry screens to eliminate unnecessary fields, still left users with a sense of dis-ease. Venkatesh, V & Davis, F.D. (1996) 108 in three experiments Global healthcare product organization using 6 ERP systems Ease of use Goal/Question: Understanding determinants of perceived ease of use. Key Findings: An individual's perception of an ERP s ease of use is tied to general computer self-efficacy. A sense of computer efficacy is a strong determinant for ERP PEU. Training should develop shared beliefs in the benefits of ERP. Objective usability affects ease of use after direct exposure to the system. Wu, J.H. and Wang, Y.M. (2007) 215 returned questionnaires from key users 617 Taiwanese firms with various ERP systems Goal/Question: Explore key or functional expert satisfaction with the system as a means of determining overall ERP system success. Key Findings: Observed a relationship between key-user satisfaction and perceived system success with a range of respondent types: 25% management; 50% professionals, no supervisory responsibility; 25% general employees. Yeh, J.Y. (2006) 25 interviews and direct observations of management, IS personnel, and users. Thirteen Taiwanese IT and Integrated Circuit (IC) companies Goal/Question: Obtain reliable and detailed information on the current status of ERP practices and implementation using four dimensions of satisfaction: Key Findings: ERP interface was often characterized as unfriendly. End-user satisfaction reflects three main categories: perceived benefits and convenience; user characteristics including age and prior experience; and, organization attitude and support. Missy Parks November 2, 2015 ERP Research Review Summary Page 5

The Influence of Individual-level Cultural Orientation on ERP System Adoption

Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2004 Proceedings Americas Conference on Information Systems (AMCIS) December 2004 The Influence of Individual-level Cultural Orientation