ENTERPRISE RESOURCE PLANNING SYSTEMS, BUSINESS PERFORMANCE AND USERS COMPLAINTS

Abstract: Introduction: Enterprise recourse planning (ERP) is a system that combines software, hardwareand people to manage information The aim of this study is to investigate ERP systems effect onbusiness performance (advertised vs. realized benefits) and user’s complaints. It also aims toidentify the most important issue a company faces after implementing an ERP system and if thisstops potential benefits from happening. This will be viewed from a user’s perspective. Approach/Methodology: This research includes qualitative and quantitative primary data withsecondary data to answer the research questions posed. It is based on a number of semistructuredinterviews of people well versed in ERP systems presented in case study form.Alongside, it also utilizes a series of questionnaires presented in tabular form. The data wasanalyzed and linked with theory to provide answers and test assumptions. Findings: ERP systems provide their advertised benefits to a large extent. The most importantorganizational issue after implementing an ERP system is resistance to change and this issueaffects the benefits realization of the system. Finally, user’s complaints about ERP systems arevaried and include the speed of the system, support in error situations and general complexity. Conclusions: Even though it provides many benefits in business performance, an ERP system,selection and implementation in a company is a critical step. The whole process is complicated,resource consuming, takes a long time and can encounter problems. Mistakes in theimplementation cost a company more resources to fix after they happen. In this case preventionis better than cure and the best medicine.Implications and Value of research: ERP system implementation and use should bemethodically planned from the beginning to get maximum benefits realization. This is especiallyimportant in effectively managing change in an organization. In this issue, top level managersshould be aware and committed to. Suggestion for future studies: A possible research that could correlate user complaintcategories already established with age group of respondents under a global perspective.