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Ensuring benefits realisation from ERP II: the CSF phasing model

Andrew Lawrence Norton (Durham Business School, Durham University, Durham, UK)
Yvette May Coulson‐Thomas (Universidade Federal de So Paulo, São Paulo, Brazil; and University of Lincoln, Lincoln, UK)
Colin Joseph Coulson‐Thomas (Business School, University of Greenwich, London, UK)
Colin Ashurst (Durham Business School, Durham University, Durham, UK)

Journal of Enterprise Information Management

ISSN: 1741-0398

Article publication date: 12 April 2013




Delivering benefits from ERP II is challenging and the purpose of this paper is to investigate the allocation of resources contributing towards benefits realisation.


A case‐study investigation was based on a five‐month placement within the project team of an organisation implementing ERP II. A critical success factors (CSF) phasing model was developed in order to categorise invested resources. Participant observations formed the first stage of the research and two years post implementation the observations were presented back to four key members of the project team to identify which invested resources contributed towards benefits realisation. Subsequently, the findings were presented to seven supplier organisations to validate the CSFs required to deliver benefits realisation from ERP II implementations.


This research has identified 19 CSFs for ERP II, contributing an additional six to those already outlined in literature. A critical pathway for ERP II implementations has been presented, allowing the identified CSFs to be tackled at the appropriate stages of the implementation.


This is the first time CSFs have been allocated to different phases of the implementation lifecycle using a structured model. As a result, resources contributing towards benefits realisation can be more effectively applied, saving the organisation valuable resources.



Lawrence Norton, A., May Coulson‐Thomas, Y., Coulson‐Thomas, C.J. and Ashurst, C. (2013), "Ensuring benefits realisation from ERP II: the CSF phasing model", Journal of Enterprise Information Management, Vol. 26 No. 3, pp. 218-234.



Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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