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Despite the wide recognition of enterprise resource planning’s (ERP’s) multiple uses, little research has examined the internal forces that influence success after ERP implementation in the service industry. This study aims to identify the factors influencing post-implementation ERP capabilities (PERPC) and improving post-implementation sustainability and user satisfaction (PERPSUS). Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) are used for this, with advance managed outsourced solutions (AMOS) and an entanglement view of all firm ERP users.

A theoretical model is created to explain internal organizational factors impacting post-implementation ERP sustainability and user satisfaction. Data were collected from 152 executive ERP users in two organizations in the UAE. Two CFA models were created.

The results show that adoption by internal organizational forces leads to more sustainable post-implementation ERP. A 69 per cent variance in user satisfaction and post-implementation ERP sustainability was found through a PERPC model and its dimensions, which are significantly highly correlated.

ERP professionals and stakeholders believe that identification of ERP capabilities (ERPCs) and user satisfaction must be multi-dimensional.

CIOs and ERP professionals could use these results to increase the success of ERP in the service industry, and they can support the inclusion of post-implementation ERP practices.

Using AMOS, this paper explores the role of ERPCs in system sustainability and user satisfaction in the service sector, utilizing stakeholder perspectives and an entanglement view of ERP users in the service industry.

Despite the importance of post-implementation activities to support the success of an enterprise resource planning (ERP) system, there has been a lack of research into the factors that influences post-implementation success. Accordingly, this paper aims to present a case study on a public service organization operating in an emerging market economy, namely, the United Arab Emirates in the ERP post-implementation phase to understand the internal forces within the organization that influences ERP system success.

A qualitative method using focus group discussions (FGDs) was conducted based upon IT data from the firm and interviews with IT staff, business users and executive management to identify system users’ perceptions in post ERP.

The authors posit that the internal organizational forces of ongoing support, system user interactions and stakeholder views significantly affect post-implementation capabilities and user satisfaction.

IT professionals and stakeholders believe that identification of the factors determining post-implementation ERP capabilities and user satisfaction should not be limited to specific practices.

This study provides insights that can assist CIOs and ERP professionals in the service industry to examine the extent of obstructions to post-implementation capabilities that will impact system user satisfaction.

Use of FGDs to explore the impact of ERP capabilities upon system user satisfaction in the service sector. The study is one of the first that utilizes Technological frames of reference (TFR) theory in studying ERP post-implementation.

For an organization to realize the intended benefits of an enternprise resource planning (ERP) investment, it must integrate both technical expertise and functional area knowledge, and it must have continuing support after implementation. The study aims to expand understanding of how organizations ensure the necessary support from functional experts during and after ERP installations. In particular, the study aims to address the question of the type of horizontal support mechanism chosen for this support and how managers make these choices.

The study is a replicated case study based on interviews with project leaders in nine universities judged to have successful PeopleSoft ERP implementations. Thematic analysis is applied to identify the factors influencing managerial choices and organizational decisions made to assure post‐implementation ERP support.

The findings indicate that managers of ERP implementations recognize the necessity for horizontal coordinating mechanisms both during and after implementation. The paper finds no single “best” structure in the cases, nor does it observe that the support structure decision is always based on a deliberate organizational strategy. The findings indicate that selection of post‐implementation support structure is often a negotiated outcome. Ultimately, the paper finds that the outcomes were based on three factors: the situated context of the original implementation project goals; the nature of early commitments made to functional subject matter experts and their departments; and the initial project structure used during the implementation phase.

This research fills a gap in research on ERP support structures by examining how localized organizations assure the necessary support from subject matter experts, commencing with project inception and continuing through post‐implementation. The results contribute to theory by illustrating the value of a process‐based approach to understanding the factors that affect the choice of support structures. The findings contribute to practice by highlighting how early management decisions and the methods executives chose to assure commitments from key stakeholders can restrict the range of options for post‐implementation organizational structures.

The importance of involving subject matter experts (SMEs) in ERP implementations is well established. SMEs' knowledge of business and system processes are critical to conducting gap analyses and configuring enterprise systems. But what happens to SMEs on completion of the implementation phase? Prior qualitative research found that some organizations return SMEs to their old department, which can contribute to knowledge transfer; while other organizations retain the services of SMEs, to assist in ongoing efforts with support and enhancement of the systems. The purpose of this study is to understand post‐implementation organizational choices – when SMEs are retained and returned. The aim is to understand these choices relative to the goals of their project. Theoretically, organizations that return SMEs move toward a distributed or hybrid model, while organizations that retain SMEs employ a centralized functional‐support structure. In accordance with contingency theory, these structural choices should align with an organization's goals and measures of success.

This research conceptually builds on prior qualitative research, but is still exploratory in nature. The authors report on findings from an online survey conducted with 65 organizations. The sample included small, medium and large firms. Respondents were key decision‐makers in their organization's ERP initiatives (directors and managers) recruited from two user‐group associations (higher education and health care), primarily from the USA and Canada. Descriptive statistics and t‐tests (when appropriate) were utilized to analyze and report the findings.

The hybrid structure (neither completely centralized nor decentralized) was utilized most often (66 percent of the organizations in the sample). The organization's original goals and measures of success did not seem to dictate the final organizational structure, as would be predicted by contingency theory. The authors interpret this as an indication that the choice of structural form is not easily explained based on goals and objectives. They conjecture that devising a structural approach to supporting such a complex inter‐functional system such as ERP requires solving many complex simultaneous organizational problems.

This research involves a small sample of 65 organizations and is exploratory in nature; hence, it may not be projectable to a larger population. Future research should supplement this study with more industry user groups, expand the sample size, and utilize more advanced statistical methods.

Previous research has focused on successfully implementing ERP, neglecting post‐implementation design. This study contributes to a growing body of work with regard to post‐implementation design, taking into consideration SMEs and reporting structure, goals, and measures of success utilizing contingency theory as the backdrop.

Many organizations failed to generate profits after investing considerable money and time in Enterprise Resource Planning (ERP) systems. This study, therefore, sought to identify the challenges encountered by pharmaceutical firms during the post-implementation of ERP systems.

A case-based study followed by general survey-based research was carried out in pharmaceutical firms to determine the critical post-implementation challenges of ERP systems. DANP (DEMATEL-based ANP) and Wilcoxon Signed Rank test were used to find the causal/critical challenges and rank them.

After analyzing a pharmaceutical case company and conducting a general survey among pharmaceutical companies, statistical analysis was performed to identify the most significant challenges, namely, “Inefficient troubleshooting mechanism”, “Lack of training during post-implementation stage” and “Difficulty in identifying invalid data when entered into the ERP system”. Furthermore, organization-wide challenges are considered to be the most important.

The paper identifies the challenges faced during the post-implementation phase of ERP systems. This work brings out the issues with ERP systems' performance after their implementation, which is related to the quality of the ERP systems. This work will support the risk identification and mitigation during ERP implementation to eradicate the problems after its implementation. This work may trigger the ERP system developers to improve its features and performance for better manufacturing and supply chain management system in pharmaceutical firms.

This study is uniquely conducted in pharmaceutical firms to study the benefits and challenges of adopted ERP systems. A pilot case study served as the foundation for the generalizability of other pharmaceutical firms' findings through a non-parametric test.

The purpose of this paper is to propose a systematic and customisable framework, titled the 9D approach, aiming to evaluate the enterprise resource planning (ERP) systems as well as to identify potential socio-technical problems, misfits and deficiencies that can cause ERP failure during the system post-implementation phase.

The proposed 9D ERP evaluation framework includes nine dimensions and 85 evaluation criteria. This theoretical framework is then used in a six-step evaluation process based on a mixed-methods design. A case study involving a large-size private company in China was used as an exemplification to illustrate how the proposed 9D approach can be applied in practices.

The findings of the study clearly demonstrated that after the ERP “go-live” point, companies still experience many challenges and problems in the post-implementation phase. These problems can be located in very diverse organisational, systemic and personnel aspects of the company, as well as across different functional areas and organisational levels. The proposed 9D approach was demonstrated to be an efficient and systematic tool to investigate and explore such ERP problems in an in-depth level within the organisational context.

This study contributes to the theory of IS evaluation in general, and provides valuable insights into the ERP post-implementation evaluation in particular.

The proposed ERP evaluation approach forms a sound base for continuous ERP improvement and contributes to sustain seamless alignment between ERP and its organisational context. The customisable feature of the framework offers flexibility and enables its use by companies of all sizes, any sector, and any country.

To the best of the researchers’ knowledge, this is the most extensive and comprehensive framework for the post-evaluation of ERPs proposed hitherto. The need for this new framework was grounded on the argumentation of the drawbacks of existing ERP measurement and evaluation studies that simply focus on success rather than the more critical failure factors.

Enterprise systems (ESs) are hard to maintain, since they embed a large fraction of organisational data and tasks, which are often intertwined and highly interdependent. The purpose of this paper is to propose a methodology for enterprise resource planning (ERP) post-implementation change management to support business analysts during perfective maintenance.

The methodology draws a parallel line with engineering change management and considers the steps of mapping the dependencies among ES components, understanding the ripple effects of change, and defining metrics to quantify and assess the impact of change. The methodology is instantiated in the case of ERP systems, for which a tool has also been implemented and evaluated by ERP implementation experts.

Experts positively evaluated the proposed methodology. General design principles to instantiate the methodology in the case of systems other than ERP have been derived.

While existing ESs change management methodologies help to identify the need for change, the proposed methodology help to structure the change process, supporting the task of perfective maintenance in an efficient way.

The purpose of this paper is to identify, assess and explore potential risks that Chinese companies may encounter when using, maintaining and enhancing their enterprise resource planning (ERP) systems in the post‐implementation phase.

The study adopts a deductive research design based on a cross‐sectional questionnaire survey. This survey is preceded by a political, economic, social and technological analysis and a set of strength, weakness, opportunity and threat analyses, from which the researchers refine the research context and select state‐owned enterprises (SOEs) in the electronic and telecommunications industry in Guangdong province as target companies to carry out the research. The questionnaire design is based on a theoretical risk ontology drawn from a critical literature review process. The questionnaire is sent to 118 selected Chinese SOEs, from which 42 (84 questionnaires) valid and usable responses are received and analysed.

The findings identify a set of 40 ERP exploitation risks, which concentrate around operational, analytical, organisation‐wide and technical issues. The top ten identified ERP risks and associated causes and consequences are discussed extensively in this paper. The study also explores and identifies ten statistical correlations between the risks identified.

This study contributes to the knowledge of ERP in general, and provides valuable insights into ERP exploitation risks in Chinese SOEs in particular.

The findings can be used by practitioners for the management and prevention of potential risks in ERP post‐implementation.

The need for the research emerges from the growing awareness in the field that there is a scarcity of studies focusing on ERP post‐implementation, in contrast with an over‐abundance of studies focusing on implementation and project management aspects.

The purpose of this paper is to identify, assess and explore potential risks that can affect long‐term viability of enterprise resource planning (ERP) systems in the post‐implementation and exploitation phase.

The research took a large Chinese private group as a case study. A theoretical ERP risk ontology, which was adopted from the literature, was used to frame the study and generate data collection tools. Two questionnaires were thus designed and used to explore ERP post‐implementation risks in the case company.

The study identified 37 risk events, of which seven were identified as the most critical for ERP exploitation in the case company. The findings show that organisational and human‐related risks are the crucial factors for potential ERP failure and not the usually suspect technical risks.

This study contributes to the knowledge of ERP in general, and provides valuable insights into ERP post‐implementation risks in large companies in particular.

The findings will not just be useful in supporting ERP risk identification and management in the large Chinese companies, but will also be beneficial to other large companies in general, which may be confronted with similar ERP exploitation challenges.

The majority of large companies in China and in the West have implemented ERP systems and engaged in the system post‐implementation phase. Most of the existing literature in the field focuses on the process of implementation. This paper looks forward to the risks involved in the post‐implementation phase. Understanding potential risks that may occur during ERP exploitation is vital for these large firms to achieve and sustain business success through their ERP systems.

Enterprise resource planning (ERP) implementation brings with it a set of challenges. In order to gain a better understanding of these and they can be mitigated during the implementation process, the purpose of this paper is to use Esteves and Bohórquez (2007) classification based on ERP lifecycle framework, and content analysis to review the literature on ERP implementation in a structured format with a focus on larger enterprises, and provide a platform for practitioners to plan implementation with minimum possibility of failure.

Esteves and Bohórquez (2007) classification based on the ERP lifecycle framework is used to develop and present a comprehensive structured review of the literature on ERP system implementation in large enterprises (LEs), with a particular focus on pre-implementation, implementation, and post-implementation.

Drawing from the literature, organisations can plan implementation based on the findings and strategies presented in the study. This can lead to a better understanding of implementation with minimal probability of failure. The authors find that top management support, good project management teams, and good communications are the top three most important critical successful factors during implementation. The authors also identify critical gaps in current research. Existing research focusses predominantly on the implementation phase, but research on pre- and post-implementation is lacking, and that no industry standard implementation methodology has been developed.

This review primarily focusses on the literature in the area of ERP implementation. ERP implementation planning involves access to effective implementation strategies. Despite the literature identifying a myriad of different ERP implementation models, no standard industry ERP implementation model has been developed. The findings for ERP implementation are repetitive, inconsistent, and lack empirical research, rendering these two of the most critical areas for future research, and collaboration between ERP practitioners, system developers, and researchers. Researchers, in turn, need to become more innovative in terms of their research techniques when examining ERP implementation.

This paper provides guidance to researchers and practitioners with an insight into published research work and their findings. It provides a better understanding of ERP implementation, which can be applied towards overcoming operational difficulties during the implementation process.

This study is innovated in its use of Esteves and Bohórquez (2007) classification based on the ERP lifecycle framework, and content analysis to present a comprehensive structured literature review of the ERP implementation literature with a specific focus on pre-implementation, implementation, and post-implementation in LEs between the period 1989 and 2014. The technique and time period used in this study differs from those of other studies on ERP implementation. The paper brings together theoretical and practical developments on ERP implementation under a single source, which should aid practitioners, researchers and ERP developers with future research and decision making.