Assessment of Enterprise Resource Planning Post- Implementation Success: the Case of Ethio Telecom
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Date
2018-06-02
Authors
Tadesse, Abraham
Journal Title
Journal ISSN
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Publisher
Addis Ababa University
Abstract
The main objective of this study is to assess the success of ERP post-implementation at Ethio
telecom. The general approach of this research was a case study in which a combination of
quantitative and qualitative methods has been used to collect and analyze data. The quantitative
data was collected using questionnaires from sample population of 320 users from HR, Finance
and sourcing & facility departments with different job positions, roles, and work experience. The
collected data was analyzed using SPSS. In the qualitative study, direct interviews were used to
collect data from three executive management members of Ethio telecom. A theoretical ERP success
model was used to assess the success of ERP Post- implementation at Ethio telecom. The results of
this study show the deployed ERP system has brought significant impact on individual
performance by enhancing employee awareness and recall of job- related information, increased
employee productivity and decision-making activities during post-implementation phase.
Similarly, the study report shows there is positive impact in organizational business process
managements by integrating and improving internal communication, providing accurate & realtime
information, increasing efficiency and productivity, reduces administrative and operations
costs, and resulted better positioning for e-government and online business transactions. Even
though ET has gained many benefits from deployed ERP system, some challenges were
encountered during post implementation phase. Among those challenges ERP system response
time delay (slow response), ERP system data integration with other ET soft-wares, ERP system is
not always up and running as necessary, lack of training & IT-helpdesk support to solve the
problem were the main challenges during post implementation phase. Hence, the researcher has
recommended that Ethio telecom is expected to resolved challenges of ERP system interruptions,
ERP data integration, ERP system slow performance, ERP system flexibility, lack of adequate
training and IT-help desk support as top priority to get the full-fledged benefits from deployed
ERP System.
Description
Keywords
ERP, ERP Post-Implementation, Individual Impact, Organizational Impact, Information Quality, System Quality and Satisfaction