ERP Systems Evaluation Process Modeling for Decision-makers

Enterprise Resource Planning (ERP) management systems are powerful tools used by enterprises to manage their various processes and resources. They can provide a comprehensive view of the entire company, enabling businesses to make informed decisions quickly and accurately. A robust decision-making approach for ERP software selection requires both organizational needs and characteristics of the ERP system and their interactions to be taken into account. This paper is designed to increase knowledge in ERP studies for both researchers with interests in the success assessment of such systems and for practitioners using them. A novel model for evaluation of ERP success considering all key stakeholder perspectives is suggested. The proposed comprehensive framework uses fuzzy logic as a method to deal with the ambiguous and conflicting opinions of the decision-makers. The weaknesses and strengths of such approach were discovered by a thorough analysis of the literature and subsequent input from a group of subject matter experts. The presented methodology appears as a sound investment decision-making tool for ERP systems as well as other information systems (IS). Empirical findings contain different drivers and consequences for enterprises that choose to customize ERP systems and highlights related challenges. The results confirmed the usefulness of the evaluation model, especially its ability to provide specific new information to management on the influence of the individual functionalities on ERP success. A real-world case demonstrates the feasibility of the proposed framework. Overall, we contribute to the growing body of knowledge on IS success assessment in general and to ERP success assessment in particular. A benefit to academics is in providing new insights from an area where little research is conducted. A survey research is also useful to consider the elements that can be generalized beyond the boundaries of the case discussed.