Altos investimentos são feitos na área de tecnologia da informação (TI), especialmente em sistemas de gestão empresarial (ERP). Entretanto, tais investimentos não garantem o sucesso do sistema. Estudos indicam que o sucesso de um sistema de informação pode ser avaliado através da satisfação dos usuários do sistema. O tema deste estudo é a satisfação do usuário final e do usuário-chave de um sistema de gestão empresarial (ERP) como forma de avaliar o sucesso do sistema. O objetivo da pesquisa é medir a satisfação dos usuários do sistema. O método utilizado é a pesquisa Survey, realizada a partir da combinação de dois modelos apresentados pela literatura, um para o usuário final e o outro para o usuário-chave. A pesquisa foi realizada em duas etapas: o estudo piloto e a pesquisa final. O processo de validação e refinamento do instrumento utilizou diferentes técnicas, como: Validade de Face e Conteúdo, Análise de Confiabilidade (Coeficiente Alfa de Cronbach), Análise de Item Total Corrigido (CITC), Análise Fatorial Exploratória Convergente (Teste de Unidimensionalidade) e Discriminante. Foi verificado que as variáveis Acuracidade e Confiabilidade se agruparam em uma única variável (Exatidão). As demais variáveis permaneceram iguais e nenhum item precisou ser excluído. Através da Análise de Regressão, foi possível constatar que existe uma relação entre as variáveis 'Percepção de Sucesso do Sistema’ e ‘Satisfação com o Sistema’. A principal contribuição desta pesquisa tanto para a prática gerencial como para o meio acadêmico e empresarial é a validação de um instrumento de pesquisa adaptado para a realidade brasileira, capaz de medir a satisfação do usuário de um sistema de gestão empresarial (ERP), através da percepção dos usuários do sistema. / Large investments are made in Information Technology (IT), specially in Enterprise Resource Planning Systems (ERP). But such investments are not a success guarantee. Previous researches show that the Information System (IS) success might be evaluated by determining the system users’ satisfaction. The subject of this paper is the ERP end-users’ and key-users’ satisfaction as a mean to evaluate ERP success. The purpose of this research is to measure ERP users’ satisfaction. The method used is a survey, which was based on a combination of two previous models, one about end-users’ and the other about key-users’ satisfaction. The survey was conducted in two steps: pre-test study and final study. The instrument was validated and refined through the use of qualitative and quantitative procedures such as face and content validity, reliability analysis (Cronbach Alfa), corrected item total correlation (CITC), exploratory factor analysis within and among blocks. As a result, the variables Accuracy and Reliability merged into a new variable (Exactness). All other variables remained the same, and none had to be excluded. Through the Regression Analysis it was possible to verify that there is a relationship between ‘System Perceived Success’ and ‘System Satisfaction’. The main academic and managerial contribution of this paper is a research instrument, duly validated and adapted to Brazilian reality, to measure ERP users’ satisfaction.

Submitted by Rosangela Silva (rosangela.silva3@unioeste.br) on 2018-11-26T21:52:56Z No. of bitstreams: 2 Luis Claudio Sampaio.pdf: 2726458 bytes, checksum: a945e17875694074ea2acad820f69396 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2018-11-26T21:52:56Z (GMT). No. of bitstreams: 2 Luis Claudio Sampaio.pdf: 2726458 bytes, checksum: a945e17875694074ea2acad820f69396 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2018-08-18 / The advancement of Information and Communication Technology has required high and increasing investments in information systems and technological infrastructure. In this context, management systems are strategic for companies, because they bring with them practices, resources and functionalities capable of creating or even destroying competitive differential in companies. Thus, selecting a system appropriate to the needs and expectations of organizations is a costly, time-consuming and difficult task, since a broad set of criteria that exceed functionalities, such as support for strategic development; the costs; growth; the expansion of the business and the qualification of the supplier regarding the evolution of the product, technology, consultants and technical support, should be considered in the acquisition of the systems. This work presents a structured approach to software acquisition supported by the Analytic Hierarchy Process, whose objective is to support the acquisition of Enterprise Resource Planning systems, considering the various criteria present in these projects. Its application is demonstrated from a case study and the results achieved indicated a classification among the candidate suppliers, indicating that the presented approach has the potential to be applied in several types of organizations / O avanço da Tecnologia da Informação e Comunicação tem exigido investimentos elevados e crescentes em sistemas de informação e infraestrutura tecnológica. Nesse contexto, os sistemas de gestão são estratégicos para as empresas, pois trazem consigo práticas, recursos e funcionalidades capazes de criar ou mesmo destruir diferencial competitivo nas empresas. Assim, selecionar um sistema adequado às necessidades e expectativas das organizações é uma tarefa custosa, demorada e difícil, pois um amplo conjunto de critérios, que excedem as funcionalidades, tais como suporte ao desenvolvimento estratégico; os custos; o crescimento; a ampliação dos negócios e a qualificação do fornecedor quanto a evolução do produto, tecnologia, consultores e suporte técnico, devem ser considerados na aquisição dos sistemas. Este trabalho apresenta uma abordagem estruturada de aquisição de software apoiada pelo método Analytic Hierarchy Process, cujo objetivo é apoiar a aquisição de sistemas de Enterprise Resource Planning, considerando os vários critérios presentes nesses projetos. Sua aplicação é demonstrada a partir de um estudo de caso e os resultados alcançados apontaram uma classificação entre os fornecedores candidatos, indicando que a abordagem apresentada tem potencial para ser aplicada em diferentes tipos de organizações

Made available in DSpace on 2016-03-15T19:32:44Z (GMT). No. of bitstreams: 1 Renato Gomes de Araujo.pdf: 3721550 bytes, checksum: 6bc0e7a99d6aaf6ab5ede823d4cfafa7 (MD5) Previous issue date: 2013-08-07 / The usage of Entrerprise Resource Planning (ERP) systems in companies has become increasingly common. Its implementation, in turn, brings risk factors which require management. The aim of this study was to analyze the risk management practices adopted on an ERP implementation in a Brazilian subsidiary of a large industrial company, comparing them to the risk management model described in PMBOK PMI, investigating the reasons why such a model was adopted or not and the reasons, if applicable, in adopting practices not described in this model. The difficulties to manage project risk were examined, to identify and link its causes. A qualitative study was prepared based analysis of interviews and other documents like meeting minutes, emails, spreadsheets and communications. This research evidences there was the identification of project risks and the development of an action plan to eliminate or mitigate them, but its scope was limited by some problems of organizational, technical and behavioral nature existing in the company. / O uso de sistemas integrados de gestão (ERP) nas empresas tem se tornado cada vez mais comum. A implementação destes sistemas, por sua vez, traz consigo fatores de risco que demandam gerenciamento. O objetivo deste estudo foi analisar as práticas de gestão de risco adotadas em um projeto de implementação de um sistema integrado de gestão em uma subsidiária brasileira de uma empresa industrial de grande porte, comparando-as ao modelo de gestão de risco descrito no guia PMBOK do PMI, investigando as razões pelas quais tal modelo foi ou não adotado, bem como as razões, se aplicável, em se adotar práticas não descritas neste modelo. Foram examinadas as dificuldades encontradas para se gerir o risco do projeto, identificando e relacionando suas causas. Foi feita uma pesquisa qualitativa, baseada em análise de entrevistas e outros documentos como atas de reunião, e-mails, planilhas de controle e comunicados. Detectou-se que houve a identificação dos riscos do projeto e a elaboração de um plano de ação para eliminá-los ou mitigá-los, porém seu alcance foi limitado em função de alguns problemas de natureza organizacional, técnica e comportamental existentes na companhia.

The focus of the study is to identify ERP COTS software where custom made ERPP and COTS software are different in product type and implementation process. The study further intensifies the focus on the factors which are critical for successful ERP COTS product selection and implementation by decision makers and ERP COTS implementers respectively. The study involves decision makers, management and organizational actors (end users which are beneficiaries of ERP COTS system). The study tries to identify certain factors, which can lead to the success of the ERP COTS Software implementation and failure to identify those CSFs in selecting and implementing ERP COTS can lead to ERP COTS failure.

We address the task of mapping a given domain model (e.g., an industry-standard reference model) for a given domain (e.g., ERP), with the source code of an independently developed application in the same domain. This has applications in improving the understandability of an existing application, migrating it to a more flexible architecture, or integrating it with other related applications. We build on a previous approach, which uses relationships among source code elements for improving the precision of the mapping process. We extend this approach by considering relationships among domain model elements in addition to relationships among source code elements, and also by stating the mapping process as an optimization problem. We have implemented our approach, and compared it with the previous approach. We show that our approach gives significantly better precision as well as recall than the previous approach when applied on a real industry-standard domain model and an open-source application.

I dagens konkurrensutsatta marknad är det en nödvändighet för organisationer att kontinuerligt effektivisera sina affärsprocesser med avgörande betydelse för tillväxt. Eftersom dessa processer är essentiella byggstenar för en organisations framgång har systemstöd avseende processmanagement blivit en viktig faktor i strävan efter att uppfylla organisationens mål och förbättra sin konkurrenskraft. Med detta i åtanke är det intressant att studera i vilken grad workflowsystem kan bidra till att förbättra organisationers affärsprocesser. Mot bakgrund av dessa snabbskiftande marknadsförutsättningar kommer studien behandla processrelaterade systemstöd med syftet att undersöka situationen för samtidens workflowbaserade optimeringar och utröna framtida visioner gällande automatisk processmanagement. Undersökningen har utförts genom en kvalitativ kund- och marknadsanalys avseende IT-företaget Medius AB där intervjuer, deltagande observationer och dokumentstudier legat till grund för en abduktiv analys. Företaget är en leverantör av processrelaterat IT-stöd och den övergripande affärsidén är att med hjälp av system förenkla och automatisera organisationers skilda processer. Studien visar bland annat att leverantörserbjudanden och definitioner gällande processmanagement skiljer sig åt globalt och nationellt och att det i dagens konkurrensutsatta marknad är svårt att motivera processer utöver sådana som genererar en direkt organisationsnytta. Vidare framkommer trender inom processmanagementområdet, bland annat Case Management, Business Process Management och outsourcing av organisationsprocesser. Studien visar också att den framtida workflowmarknaden förutspås innehålla produkter som stödjer hela organisationer involverandes partner, leverantörer och kunder och inte endast interna processer. / In today's competitive market it is a necessity for organizations to continuously improve their business processes which are critical to growth. Since these processes are essential for organizational success it has become important to support them via information systems in order to meet organizational goals and to improve competitiveness. Thus it is interesting to study to what extent workflow systems can help improve organizations' business processes. In light of these rapidly changing market conditions, this study will examine process-related system support with the aim to investigate the situation of today's workflow-based optimizations, and explore future visions regarding automatic process management. The study was conducted through a qualitative customer and market analysis for the IT company Medius AB, where interviews, participant observations and document studies formed the basis of an abductive analysis. The company is a supplier of process-related IT support and its overall business concept is to offer systems to simplify and automate organizations' separate processes. The result of this study shows, for example, that the definitions and offerings from the vendors differ globally and nationally, and that it is difficult in today's competitive market to justify processes other than those that generate direct organizational benefits. Furthermore, different trends in the field of business process management have been identified, a few examples being Case Management, Business Process Management and outsourcing of organizational processes. The study also shows that the future workflow market is predicted to contain products that support the entire organization and not only specific processes, including partners, suppliers and customers.

The purpose of this study was to investigate the reason behind thedecision by a company regarding the desire to use mobile access to theirERP-system and to discover whether this will involve any loss offunctionally in comparison to using the ERP-system on a computer atthe office. In addition, the pros and cons involved in using mobiledevices for accessing the ERP-system will also be examined. Semistructured telephone interviews were conducted with companies whicheither used or did not use mobile devices in relation to their work. Atelephone interview was also conducted with a consultant who isworking with the implementation of ERP-systems and mobile solutions.The survey showed that companies with staff working in the field assellers, service personnel and construction workers want to gain directaccess to their ERP-system so as to be able to act directly and takedecisions, to have the ability to provide more efficient order processingand to send out invoices more quickly. Those companies which have notopted to use mobile devices at work within this field are those whichare unsure of the connection to the Internet and the capacities availablewithin cellphones. The disadvantages have, in general, been found toinvolve a lack of connection to the Internet in order to gain access to thesystem used by the company. The benefits associated with mobile usagefor those companies with staff whose duties are not totally office basedinclude saving a great deal of time and money. The quality offered isalso increased through the implementation of these mobile devices,which have the ability to access selected parts of an ERP-system or afinancial system. What has been determined through this study is that ifcompanies choose to implement these mobile devices, it is possible forthem to achieve better cash flows, lower transaction costs and the abilityto updated information directly and also for there to be a reduced risk ofmisunderstandings with customers. There is some loss of functionalityfor companies when comparing the use of mobile devices as opposed tousing a computer. However, it is possible to select those features that aremost suitable for mobile devices which are related to the screen, workenvironment and the users who are involved. The reason for firms not tochoose to implement these devices is mainly due to uncertaintyregarding capacity, Internet connection, and lack of coverage and thesmall screens associated with the phones. / Huvudsyftet med denna uppsats har varit att undersöka anledningentill att företag vill använda mobila enheter för åtkomst till sina ekonomielleraffärssystem, ta reda på om de förlorar något i funktionalitetjämfört med användningen av dessa system på en dator samt undersökaför- och nackdelar med att använda mobila enheter för åtkomst tillekonomi- och affärssystem. Det hermeneutiska synsättet har använts föratt skapa en förståelse för det som undersökts. Semistruktureradetelefonintervjuer har genomförts med företag som använder respektiveinte använder mobila enheter i sin verksamhet, samt en telefonintervjumed en konsult som arbetar med att implementera affärssystem ochmobila lösningar. Undersökningen har visat att företag med personal påfältet, till exempel säljare, montörer och byggnadsarbetare vill fååtkomst till ekonomi- eller affärssystem för att kunna agera direkt ochfatta beslut på plats, få en effektivare orderhantering samt kunna sändafakturorna snabbare. De företag som inte valt att införa mobila enheter iarbetet på fältet är osäkra på uppkopplingen mot Internet ochkapaciteten i telefonerna. Nackdelarna är bristande uppkoppling motInternet för åtkomst mot företagens nätverk och åtkomst mot derassystem. Fördelarna är att företagen som inte helt och hållet har sinpersonal på kontoret kan spara mycket tid och pengar samt höjakvaliteten genom att införa dessa mobila enheter för åtkomst till delarav deras affärssystem eller ekonomisystem. Slutsatsen är att om företagväljer att införa dessa mobila enheter kan de uppnå ett bättre kassaflöde,sänkta transaktionskostnader, uppdaterad information på plats ochminskad risk för missförstånd med kunder. Företagen förlorar lite ifunktionalitet jämfört med att använda en dator och de får välja ut defunktioner som är mest lämpliga för de mobila enheterna med tanke påskärmstorlek, arbetsmiljö och vem användaren är. Att företag inte väljeratt införa dessa enheter beror på en osäkerhet gällande kapacitet,uppkoppling till Internet, bristande täckning och de små skärmarna itelefonerna.

Handling materials and packaging, which is the focus of this study, requires efficient logistics, both internally and between companies. To achieve an efficient material flow, good information systems, whose role is to collect, store, process and distribute information, are required. The assumption that packagings are handled in an efficient manner is currently not a matter of course, when many companies do not prioritize the internal management of the package. The purpose of this report was to investigate how medium-sized businesses working with distribution and handling of spare parts packaging can improve their internal management of packaging. In order to answer the purpose, we have used an abductive process and a qualitative data collection. The study had Logistic Center Ljungby (LCL) at Electrolux Laundry Systems (ELS) as a case company and two other respondents, Nibe in Markaryd and Enertech in Ljungby. With these respondents, we conducted two interviews per respondent. In this study we described the concepts that are linked to the internal management of packaging according to three main areas. These three main areas are inventory planning, information systems to support and Enterprise Resource Planning. The empirical report is divided into three chapters which each respondent is treated separately. These three chapters are structured in the same manner, but with a greater emphasis on the case company. The areas of these chapters are company facts about the company, inventory planning today and the view of information systems. Through effective inventory planning with information to support, we believe that the internal management of packaging could be better. The result of this study shows that following factors should be considered, A rticle number, Classification, Reorder point, Reduce separated inventory, Call-of and BOM-terms.

Submitted in fulfillment of the requirements for the degree of the Master of Information Technology, Durban University of Technology, Durban, South Africa, 2017. / The assignment of identifying Critical Success Factors (CSFs) for the successful implementation of the Enterprise Resource Planning (ERP) systems has become an important problem in the information system (IS) research. The necessity to identify CSFs becomes perceptible because of the failure often associated with the ERP system implementation in corporate organisations. The investigation and identification of CSFs will help cut costs of implementing ERP systems in organisations by giving higher precedence to the most critical factors. Literature has indicated that some factors of ERP system implementation labelled as critical are, in most cases, not critical for achieving success in the ERP system implementation. It can be argued that the inherent prediction error in the identification of CSFs is associated with the method employed for identifying criticality. Certain researchers have asserted that many of the studies on CSFs have based their findings on the use of content analysis method to identify and classify implementation factors of ERP systems as critical or not, rather than empirical findings. This intrinsic drawback has led researchers to suggest the use of sound scientific methods such as the structural equation modelling technique to identify CSFs to help guide the implementation of ERP systems in organizations. However, because of the limitations of the existing findings, the expectation is still much higher in effectively resolving the problem of identifying CSFs, in general. The overarching aim of this study was to determine those factors that are deemed critical for the successful implementation of the on-line registration system as an archetype of ERP system at HEIs. It was necessary to, firstly, identify common factors that have a significant impact on ERP system implementation and, secondly, to ascertain whether the identified factors are applicable in HEI settings, particularly to the on-line registration system. This study plans an in-depth exploration of the implementation of an on-line registration system with the identified factors forming the precursor to unearth those factors that are critical for the success of implementing on-line registration systems. The study has adopted a post-positivism mixed methods approach to identify and verify CSFs of the on-line registration system implementation, taking into consideration higher-order relationships between the factors. Data gathering took place using expert judgement with the involvement of role players in the implementation of on-line registration systems. The ADVIAN classification method provides the analytic tool for identifying factors that are deemed critical for successful implementation of on-line registration systems. The results reveal the existence of various dimensions of criticality with organisational culture and ERP strategy and implementation methodology emerging as critical factors, while the driving factors for implementation include ERP vendor support and guidance, senior and top management support, project plan with agreed objectives and goals, project management to implement project plan and project leader. It is established that the driven factors that should be observed when intervention measures are implemented include change management, post-implementation evaluation, software testing and troubleshooting, user training and user involvement. It is hoped that the CSFs discovered in this study will contribute towards the under-researched area of ERP and pragmatically aid the improvement of a process area that is in desperate need of business process re-engineering at HEIs. / M

The global business environment has changed dramatically in recent years, as competition in complex knowledge-based economies has increased. Enterprise Resource Planning (ERP) systems have been viewed as a way to manage increased business complexity, leading to the rapid adoption and implementation of such systems, as ERP can support enterprises to improve their competitiveness. Knowledge management (KM) is crucial for ERP systems implementation, however a highly demanding task. Therefore, the primary concern of this research is to examine the effectiveness of knowledge management activities that would contribute to achieve ERP implementation success. This study adopted mixed methods approach by combining semi-structured interviews and a questionnaire to collect empirical data from ERP professionals in both manufacturing and service sector organisations. In the qualitative phase, it develops the “framework of integrative knowledge” based on empirical evidence, that can improve KM competence for ERP implementation success. Data analysis has been undertaken using a combination of thematic analysis and comparative analysis with respect to 14 ERP implementations in the UK. The framework integrates multiple perspectives in terms of knowledge components to enhance KM competence, including knowledge types, knowledge layers, KM lifecycle and knowledge determinants. It discovered 19 knowledge determinants to drive knowledge management activities during ERP projects, which is another vital contribution to the existing knowledge. Furthermore, the study develops the “knowledge network model” for ERP implementations in order to facilitate the knowledge flows between various stakeholders involved in ERP implementations, which can help to understand the interactions between the knowledge components. Moreover, sub-knowledge types (knowledge elements) under each knowledge type were discovered through empirical evidence. The quantitative phase was adopted to extend the findings of the qualitative phase. The knowledge types and knowledge elements were prioritised using Analytic Hierarchy Process (AHP) method through an online AHP based questionnaire with 77 responses from ERP professionals involved in UK ERP implementations. Furthermore, knowledge prioritisation demonstrates how effectively the framework of integrative knowledge can be used during ERP implementations with the help of prioritised knowledge. In total 4 knowledge types and 21 knowledge elements were ranked based on their contribution to achieve ERP success; four variables of information quality, systems quality, individual impact and organisational impact were used to measure ERP success. This study has number of theoretical contributions including framework of integrative knowledge, knowledge network model for ERP implementations and ERP knowledge prioritisation. Moreover, the framework of integrative knowledge can provide ERP practitioners with useful guidance on what the key knowledge determinants are and how the relationships between knowledge components should be best managed to achieve ERP implementation success in business reality.