O objetivo geral do trabalho é identificar os fatores críticos de sucesso relevantes aos dirigentes da pequena empresa do setor de varejo do segmento de vestuário de São Carlos-SP. O tema de pesquisa é o estudo de fatores críticos de sucesso (FCS) no contexto específico da pequena empresa. Os FCS compreendem um grupo restrito de práticas, de áreas da empresa ou de cargos ocupados considerados como chave para o sucesso de uma organização. O método de pesquisa do trabalho é o levantamento de campo (survey), o instrumento para coleta de dados foi questionário com aplicação em empresas com o perfil desejado. Como principal resultado da pesquisa, o fator de sucesso personalidade obteve relação de significância estatística em relação ao gênero do dirigente. O fator de sucesso responsabilidade social foi considerado o menos importante dentre os dirigentes, independente do gênero, idade e tipologia do dirigente e idade da empresa. A principal contribuição do trabalho foi a influência do fator personalidade entre o gênero dos dirigentes na percepção do sucesso das empresas. / The main goal of this dissertation is to raise the critical success factors relevant to the owners of small business in the retail sector of São Carlos-SP. The research topic is the study of critical success factors (CSFs) in the context of small business. The CSF comprise a select group of practices or areas of the business that are considered key to the success of an organization. The research method of the study is a survey and data collection was done through questionnaires applied to companies with the desired profile. CSFs were analyzed according to their importance to the owner\'s of the small business. The success factor personality obtained statistically significant relation with the owner\'s gender. The success factor social responsibility was considered the least important among small business owners, regardless of gender, age and type of ownership and firm age. The main contribution of this work was the positive relation between personality traits and gender of the owner.

A escolha da Tecnologia da Informação (TI) certa, e a cuidadosa implementação dos projetos de TI, podem significar o sucesso ou fracasso das organizações, no ambiente conturbado em que as mesmas estão inseridas atualmente. Este trabalho, de caráter exploratório, objetivou identificar os Fatores Críticos de Sucesso para a implementação de uma metodologia formal de projetos de sistemas, na Dimed S/A. Além disso, procurou identificar se os respondentes identificam valor estratégico nesta implementação – considerando as dificuldades existentes em obter retornos satisfatórios com a TI – e também os motivos que levaram a organização a adotar esta metodologia. A análise realizada teve uma parte quantitativa – através de pesquisa survey – e outra parte qualitativa – identificação de categorias através de Análise de Conteúdo. Os Fatores Críticos de Sucesso identificados, em ordem de importância foram o apoio da alta administração (que considera em função de prazos, recursos e urgência se a utilização do método formal está adequado e também tem papel fundamental nas mudanças organizacionais), possibilitar mudanças nos processos de negócio (já que as mesmas são constantes e muito rápidas), gerente de projeto com habilidades necessárias (deve aliar conhecimento a capacidades como liderança, boa comunicação e bom relacionamento), usuários capazes e envolvidos (pois os mesmos conhecem o negócio, e são os principais afetados pelas mudanças nos processos). Além destes fatores destacados, são importantes o planejamento detalhado do projeto e ter missões claras e definidas. O valor estratégico da implementação da metodologia está ligado principalmente ao prazo dos projetos e qualidade dos produtos, à economia direta e à estratégia de negócio, devido à possibilidade de filtrar projetos com pobre relação de custo-benefício, prever melhor os prazos, e diminuir o retrabalho. Os motivos que levaram à adoção da metodologia foram a necessidade de reduzir a ineficiência da área de TI e os altos custos relacionados ao desenvolvimento de software. Finalmente, alguns destes elementos foram ilustrados na análise de um caso prático. / The choice of the right Information Technology (IT), and the careful implementation of IT projects, might lead to the success or failure of organizations, taking in account the instability that surrounds the organizational environment. This work, of exploratory nature, aims to identify Critical Success Factors for the implementation of a formal methodology for system projects, in Dimed S/A. It aims also at identifying if respondents at Dimed find strategic value in this implementation – considering the difficulties of obtaining return in IT investments – and the motives that led to the adoption of the methodology. The analisys carried out had a quantitative approach – a survey research – and a qualitative approach – categorization and Content Analisys. The Critical Success Factors identified, in order of importance, where high administration support (which considers if resources and urgency are adequate to the use of the formal method and has a fundamental role in organizational change), enabling changes in business processes (these changes seem to be constant and fast), properly skilled project manager (besides knowledge, this person must have adequate communication, leadership and relational skills), capable and involved users (users know the business rules, and the changes affect them). In addition to these factors, the detailed project planning and clearly defined missions are also important. The strategic value of the implementation is mainly related to the schedule and quality of projects, cost reduction and business strategy, through filtering projects with poor cost-benefit relation, better prediction of project schedules and decrease of rework. The motives that led to the adoption of the methodology where the need to reduce IT inefficiency and the high costs related to the processes of systems development. Finally, some of these elements were illustrated in the analisys of a practical case.

Agente facilitador da inovação na produção de objetos manufaturados, o design faz parte do discurso de empresas ao redor do mundo. Sua relação com produtos é estreita e cada vez mais necessária nos processos de transformação de conceitos e, sobretudo, experiências de consumo. Por suas múltiplas possibilidades, o design também está habilitado a propor mudanças no artefato que protege, envolve e divulga produtos por todo o globo – as embalagens de consumo. Visto sob o ponto de vista do negócio, o design, porém, amplia seu espectro de atuação, determinado, então, por uma Gestão de Design. Considera-se assim que fatores críticos de sucesso (FCS) da Gestão de Design podem orientar a inovação em embalagens, permitindo também alterações no produto como um todo. Como objetivo geral, estabeleceu-se analisar estes FCS da Gestão de Design para inovação em embalagens, considerando a presença de tais fatores na realidade empresarial e o seu papel na competitividade de produtos de consumo. A fim de alcançar o objetivo geral, foram propostos objetivos específicos, correspondentes aos três artigos que compõem esta dissertação. O primeiro artigo teve como objetivo realizar uma revisão sistemática da literatura, a fim de identificar, genericamente, possíveis FCS a serem gerenciados pelo design para inovação em produtos industrializados. O segundo artigo propôs-se a evidenciar FCS da Gestão de Design para inovação em embalagens de produtos de consumo, através da retomada dos resultados do primeiro artigo e consulta a experts da área. O terceiro artigo, por sua vez, foi elaborado para avaliar o nível de Gestão de Design em empresas e seus FCS para a inovação em embalagens de produtos de consumo rápido. No que se refere aos objetivos, a pesquisa caracterizou-se como exploratória, de natureza aplicada, com abordagem qualitativa do problema devido à necessidade identificada de maior aprofundamento sistematizado sobre o que é de fato crítico em Gestão de Design para que se possa inovar em embalagens de consumo. Os principais resultados mostraram na literatura a valorização do design incorporado ao negócio, extensivo a inovação em produtos, mas ainda pouco evidenciado de modo sistemático em relação a embalagens. Parcerias estratégicas, o gerenciamento de competências de design, a definição de métricas e indicadores e a inovação em conceitos e tecnologia associadas às demandas de mercado foram os FCS encontrados para a Gestão de Design. Considerando estes FCS, os especialistas consultados reforçaram a importância de se planejar o desenvolvimento de produtos e embalagens conjuntamente. Nos estudos de caso, isso se revelou essencial às empresas que lidam com produtos de consumo rápido, diferenciáveis através das embalagens. Os conceitos teóricos de uma Gestão de Design holística, porém, não puderam ser identificados integralmente nas empresas analisadas, nas quais foi percebido uma valorização da Gestão de Design em nível de projeto, mas não em nível corporativo. / As a facilitating agent of innovation in the production of manufactured objects, the design is part of the companies’ discourse around the world. Its relationship with products is narrow and increasingly necessary in the transformation processes of concepts and especially consumer experiences. For its multiple possibilities, the design is also entitled to propose changes in the artifact that protects, promotes and engages products across the globe – the consumer packaging. Viewed from the standpoint of business, the design, however, extends its spectrum of activity, determined then by Design Management. It is therefore considered that the critical success factors (CSF) of Design Management can drive innovation in packaging, allowing changes in the product as a whole. As an overall objective, it was settled to analyze these CSF Management Design for innovation in packaging, considering the presence of such factors on the business reality and their role in the competitiveness of consumer products. In order to achieve the main objective, specific objectives were also proposed, corresponding to the three papers that comprise this dissertation. The first paper aimed to conduct a systematic review of the literature in order to identify, generically, possible CFS to be managed by design for innovation in industrial products. The second one proposed to highlight the CSF of Design Management for innovation in packaging of consumer products through the resumption of the main findings of the first paper and the consultation of experts in the field. The third paper, in its turn, was created to assess the level of Design Management in companies and their CSF for innovation in packaging of fast moving consumer goods. Regarding to the objectives, the research was characterized as exploratory with an applied nature and a qualitative approach to the problem, due to the identified need for a depth understanding of what is actually critical in Design Management in order to make the innovation possible in consumer packaging. The main results showed the appreciation of literature concerning to design incorporated to business and product innovation, but hardly systematized on packaging innovation. The establishment of strategic partnerships, the management of design skills, the definition of metrics and indicators, and the innovation related to technology, market demands and new concepts were found as the most important CSF for Design Management. Considering such CSF, the experts consulted reinforced the importance of planning the development of products and packages together. It was proved to be essential to companies dealing with fast moving consumer goods, differentiable through their packaging. The theoretical concepts of a holistic Design Management, however, could not be fully identified in the companies assessed, where it was identified an appreciation of the design management applied to a project level but not in a corporate level.

Submitted by Rafael Santana (rafael.silvasantana@ufpe.br) on 2017-08-31T17:35:15Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_MarceloZago_Versao_Final.pdf: 2923969 bytes, checksum: c736ec09286536b2f0093b0559e48a22 (MD5) / Made available in DSpace on 2017-08-31T17:35:15Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_MarceloZago_Versao_Final.pdf: 2923969 bytes, checksum: c736ec09286536b2f0093b0559e48a22 (MD5) Previous issue date: 2016-07-06 / A velocidade de geração e circulação da informação exige das empresas um controle eficiente dos seus processos e uma gestão eficaz das suas informações. Uma estratégia para satisfazer as necessidades de gestão de informações das organizações é a adoção dos sistemas ERP – Enterprise Resource Planning (Planejamento de Recursos Empresariais). A implantação de sistemas ERP envolve planejamento, investimento, capacitação de pessoal e mudanças nos processos executados pela organização. Durante o processo de implementação de sistemas ERP diversos fatores devem ser considerados, analisados e gerenciados. Estes fatores podem comprometer a realização do projeto ou podem contribuir para o seu sucesso e são conhecidos como Fatores Críticos de Sucesso (FCS). Esta pesquisa tem como objetivo principal realizar um estudo de caso a fim de analisar os FCS presentes no processo de implantação do Módulo Acadêmico do ERP do Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM). Esta análise foi realizada a partir do entendimento sobre a percepção destes fatores por parte dos seus usuários, buscando a elaboração de estratégias para o tratamento dos FCS. Durante a realização do estudo de caso, entrevistas e questionários foram aplicados a um grupo de usuários do sistema ERP investigado a fim de identificar os FCS presentes no processo de implantação do sistema. A análise dos dados coletados possibilitou o mapeamento dos FCS encontrados a partir da percepção dos participantes da pesquisa. A partir deste mapeamento, foi desenvolvido um guia de boas práticas para garantir o tratamento satisfatório dos FCS, e consequentemente apoiar o sucesso da implantação do ERP na Instituição estudada. A pesquisa indicou aos gestores da Instituição uma visão objetiva da influência dos FCS encontrados para que estes sejam prioritariamente tratados. Do ponto de vista teórico, a revisão de literatura realizada nesta pesquisa revelou um baixo índice de trabalhos acadêmicos sobre a implantação de sistemas ERP no setor público. Dessa forma, esta pesquisa visa contribuir com a literatura acadêmica na área. Em relação à contribuição prática, a dissertação apresenta um guia de boas práticas para tratar os FCS que pode ser aplicado em outras instituições públicas com características semelhantes. / The speed of generation and circulation of information requires that companies conduct an efficient control of its processes and effective information management of information. A strategy to satisfy this requirement is the adoption of ERP systems – Enterprise Resource Planning. The implementation of ERP requires planning, investment, staff training and changes in processes performed by the organization. During the system implementation process, several factors must be considered, analyzed and managed. These factors may compromise the project or can contribute to its success and are known as Critical Success Factors (CSF). This research has the main objective to analyze the CSF present in the Academic Module of the implementation process of ERP Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM). The analysis was undertaken from the perspective of users, and aimed to draw up strategies to treat the identified CSF. The case study involved interviews and questionnaires that were administered to a group of users of the system in order to identify the CSF involved in the implementation of the system. The analysis of the data enabled the mapping of the CSF found the perception of research participants. From this mapping, a guide with good practice were developed to ensure the treatment of CSF, and consequently ensure the success of the ERP implementation in the studied institution. The research provided the institution managers with an objective view of the CSF so that they can be treated as a priority. From the theoretical point of view, the literature review conducted by this research revealed few academic studies covering the implementation of ERP systems by the public sector. This research aims to contribute to increase literature in this field. Regarding the practical contribution, this dissertation presents a guide with good practice to treat the CSF that can be applied by other public institutions with similar characteristics.

A história dos sistemas ERP tem início nos anos 90 com sua adoção por grandes corporações. Seu uso tem se intensificado, bem como suas funcionalidades complementares, com o objetivo de integrar os processos de gestão da empresa dentro e fora do espaço físico tradicional. Já sua adoção pelas organizações tem sido alavancada com objetivo de redução de custos, mas, justamente o custo de sua implantação tem sido um limitador. A possibilidade de utilização do ERP em cloud computing se mostra uma alternativa viável, pois reduz uma série de custos da implantação. No entanto, a implantação do ERP em cloud computing traz influências sobre o formato em que o ERP é implantado, bem como modifica os fatores relevantes (críticos para o sucesso) da sua implantação e utilização. Este trabalho analisa os fatores críticos de sucesso existentes na literatura atual e como estes foram relevantes em implantações feitas em cloud computing nas 3 empresas estudadas. Trata-se então de um estudo de casos realizado a partir de um roteiro de entrevistas, aplicado aos responsáveis pela implantação interna e externamente em três empresas brasileiras de ramos de atuação e sistemas implantados diferentes. Este trabalho apresenta conceitos relacionados aos sistemas ERP e os fatores críticos de sucesso disponíveis na literatura, bem como uma caracterização deste novo ambiente de cloud computing e a relação existente com implantações de ERP já registrados. A partir destes resultados outros estudos podem acompanhar a evolução de cloud computing ligado ao ERP ou a partir de uma base instalada maior, segmentar as análises e até mesmo consolidar metodologias de implantação para este novo formato. Por se tratar de um estudo de caso, as conclusões não podem ser generalizadas para todas as organizações, além disso, a existência de poucos fornecedores e poucas implantações de ERP no formato cloud computing, tratando-se de uma tecnologia muito recente, conferem outra limitação para este estudo. / The history of ERP\'s systems starts in 90 years with the adoption by large corporations. Its use has intensified since then as well as additional features, in order to integrate the company\'s management processes within and outside the traditional physical space. Since its adoption by organizations have been leveraged in order to reduce costs, but, just the cost of its implementation has been a limiter. The usability of ERP on cloud computing proves a viable alternative because it reduces a number of deployment costs. However, the implementation of ERP in cloud computing brings influences on the format in which the ERP is implemented, as well as modify the relevant factors (critical success) of their deployment and use. This paper analyzes the critical success factors in the existing literature and how these were relevant in cloud computing deployments made in 3 companies studied. It is then a case study carried out from a set of interviews applied to those responsible for implementing internally and externally in three Brazilian companies midsize segments of operation and different systems deployed. This paper presents concepts related to ERP systems and the critical success factors available in the literature, as well as a characterization of this new cloud computing environment and the relationship with existing ERP implementations already registered. From these results, other studies may follow the evolution of cloud computing ERP connected to or from a larger installed base, segment analysis and even consolidate deployment methodologies for this new format. Because it is a case study, the findings can\'t be generalized to all organizations, moreover, that there are few suppliers and few ERP implementations in the format cloud computing, as it is a very recent technology, provide another limitation for this study.

Enterprise Resource Planning systems are business systems that are expected to integrate all the business’ processes within organization, and since ERP systems are complex and re-quire extensive changes in the organization, it is crucial that the implementation is success-ful. However, the implementation of ERP systems is described as both risky and complex projects. The purpose of this master thesis is to investigate the importance of different critical success factors across the ERP project life cycle within SMEs. Furthermore, we will compare our findings to see if there are differences between larger corporations in the USA and SMEs in the county of Jönköping, Sweden and try to explain the potential differences. In order to fulfill our purpose, we used a quantitative approach to collect primary data from the SMEs in the county of Jönköping. Our data was thereafter qualitatively analyzed in order to describe our findings. The conclusions drawn in this thesis is that the following critical success factors are per-ceived to be most important within the SMEs investigated: • Infusion stage: Careful selection of package • Adoption stage: Top management support • Adaptation stage: Project champion • Acceptance stage: Project champion • Routinization stage: Education on new business processes • Infusion stage: Vendor support. It was apparent that the critical success factors identified in our research differed from the critical success factors identified for the Fortune 500 companies in the USA. However, we have failed to find any valid and reliable reasons for the differences even though we have discussed possible reasons for them.

The purpose of this thesis is to reveal how Information Technology  Infrastructure Library (ITIL) should be implemented in an organization in  an efficient and effective way to achieve the goal of reducing wastage, cutting costs and increasing customers’ satisfaction. There are many books dealing with the ITIL. But these publications do not prescribe how to adopt, adapt or implement the guidelines as part of a service management strategy; it would seem useful to explore implementation strategies which are employed by organizations when they are using ITIL “best practices”. This paper seeks to take a study of “How to implement ITIL successfully in organizations”, which could be subdivided into questions of “What steps are necessary to implement ITIL” and “what factors are critical within implementation process”. Although previous researches have made some recommendations generally, this paper investigates the question on that base through comparing consultants’, organizations’ opinion and previous researches. This study begins with an overview of ITSM, ITIL, and critical success factors and steps of ITIL implementation. Information about the critical success factors and steps of ITIL implementation were acquired through interviews, emails and questionnaires from responsible staff in some major representative consultancy and organizations. The outcomes of our research are fourteen significant steps to implement ITIL and some success factors during implementation, which are vital to have a prosperous ITIL implementation. This research makes a guideline for organizations to understand and carry out the ITIL implementation efficiently.

IT outsourcing is a hot topic in today’s demanding environment. Many organizations start to outsource information technology in order to achieve benefits such as cost reduction, improve quality of service, and focus on the core competence. However, IT outsourcing projects are not an easy task to manage and many projects fail even though there exists a lot of research within the area. In order to increase the possibility to achieve project success, today’s literature indicates that trust is an important factor to achieve. This thesis aim is to identify and describe the process of how to achieve trust in IT outsourcing relationships. The methodology is a literature study as its purpose is to cover the aspects of trust and how the literature proposes how to achieve trust in IT outsourcing relationships. Relevant literature has been identified, analyzed, and categorized in order to define the thesis concepts and to create a framework based on critical success factors of how to achieve trust in IT outsourcing relationships. The framework can be used as a guiding principle of how organizations can achieve trust in IT outsourcing relationships to increases the possibility to achieve project success. The framework can also raise the awareness that makes it possible to deal with different IT outsourcing situations.

Construction Project Procurement Methods (PMs) define the roles, relationships and responsibilities of project team members and the sequence of the activities required to construct or provide a facility. A number of different PMs have evolved over the years, but each is characterised by a different set of features upon which the criteria for selecting the most appropriate method to procure a given project must be based, if successful project performance (PP) is to be ensured. The use of procurement method selection criteria (PMSC) to inform clients’ decision on suitable PMs to adopt remains a recommended good practice in the construction industry. However, project clients in the Libya Construction Industry (LCI), continue to face great challenges when it comes to selecting the most appropriate PM for its projects. The general practice in this industry is largely dominated by a culture of clients’ reliance on their familiarity and experience with a particular method to inform their PM choice, with no consideration of the plethora of other PMs and use of rational approaches to aid in this decision-making. This procurement issue has long been recognised as a major contributory factor to the frequent time and cost overruns often experienced by projects in the LCI. Although the selection of an appropriate PM to procure any given project is known to result in success PP and (and vice versa), very little is known about the nature of this relationship from literature. Having persistently suffered a great deal of project failures over the years, the LCI stands to benefit from detailed knowledge and understanding of how exactly PM choice do actually influence PP. Stimulated by the dearth of this information, this thesis reports on a research investigation into this relationship with the aim of developing a model to explain the criteria functions in contributing to PP and their implications to PM selection practice in Libya. The methodological approach adopted for this research was the mixed method, i.e., using a combination of both quantitative and qualitative approaches. Following a critical review of the extant relevant literature, a number of relevant hypotheses were first formulated, together with a conceptual framework, to establish the theoretical basis underpinning this research, namely the relationship between the selection of PMs (based on PMSC) and PP. The primary data collection stage involved an initial field questionnaire survey aimed at identifying and confirming the key areas of the research inquiry that needs focusing on. This was followed by a semi-structured questionnaire and interview surveys. With the aid of SPSS and Excel, the collected data were analysed, followed by the development of a mathematical model (based on regression) that demonstrate the influence of PMSC on PP. Finally, the model was validated by expert interviews to test for its validity and reliability. The key findings of the research include the identification of DBB and DB selection criteria that contributes to PP. The distinct contribution to knowledge arising from this research includes the development of a regression model to demonstrate this relationship between PMSC and PP. The benefit of these outputs lies not only in the ability of LCI’s clients to make PM selection decisions much faster by virtue of the need for them to only focus on the criteria with significant influence on PP, they are also able to work out, in quantitative terms, the PP outcomes to be expected for each of the method being considered. This latter information would enable clients to compare the PP outcome values expected from their decisions to select DBB and DB, and then be able to conclude which of these two options represents a better procurement strategy for any given project at hand.

For many providers of ERP-system, Poland is one of the most valuable markets in Central andEastern Europe. The Polish market for ERP-systems is still a growing market, especially; wecan see the low utilization of ERP-systems among small and medium-sized enterprises. Thisis due to several factors, primarily the cost of implementing the system and the necessary infrastructure.Subsequently due to the lack of knowledge, where there is no sufficientknowledge of the benefits arising from the use of an ERP-system in their business, and thereis a fear within the companies that its business would start stagnating.This paper investigates the implementation process of a Polish consulting company whichworks towards small and medium-sized businesses. The key success factors will be studied inthe implementation of ERP-systems, and the instance factors of the interrelationship betweenthe consultant and client from a consultant perspective. The review of the literature has beenidentified and discussed in relevance to the empirical study. The paper investigates the interplaybetween the client and consultants and how the dynamics between the involved partsaffect the outcome of use of the critical success factors and to which extent the consultingfirm is able to influence during the ERP-implementation process. The paper also scrutinizesimprovement potentials for the relationship process during the ERP-implementation and proposesareas of improvement for the consultant firm. At the same time, the paper can be beneficialas much for the client as for the consultant as an example framework in order to gain adeeper understanding for the interplay and how each actor's behavior affect the outcome andresult of the ERP-implementation.The study revealed that control and influence are shared between the parties involved, however,the following conclusions can be drawn that the consulting company is not in the positionto influence and control the factors that the customer has the final decision on which is; TopManagement Support, Clear Goals & Objectives, Change Management, ERP Teamwork andComposition, User Involvement and Use of Consultants. Based on the empirical data it alsoemerged that the lack of these factors has affected following implementation projects negatively.The factors consulting company can control and influence are; Business Process Redesign,Problem Solving Ability, Technological Infrastructure, Support, User Training, RiskManagement and Experience & Expertise. The client has very little control and influence overthese factors, where they are based mostly on the basis of the consultancies experience andexpertise. There is a complexity in the relationship between the consulting firm and its clientsin its ability to influence and control the critical success factors. Complexity of the extent thatone partner ignorance or unwillingness affects the other partners actions.The result from the control and influence analysis shows that there is a gap between thesmaller and larger regions at the Polish market regarding ERP-implementation. The resultgenerated in this study shows that the ERP-market in the smaller regions still remains underdevelopedand immature. In addition to this, the study shows that there is still a strong hierarchicalpower structure within organizations in the smaller regions. An aspect of the professionalculture in Poland is that those who are more experienced and at senior positions are lesswilling to share their expertise with juniors. The consequences of this emerge very clear duringthe implementation process amongst all critical success factors. The study also shows thatthe main difficulties identified during the implementation process are linked to human resourcesand high project costs. It is clear that clients in smaller regions are struggling with thehigh costs associated with ERP-implementation. The small- and medium sized enterprises inthe smaller regions seldom have the economy to cover the costs without help of EUfunding’s.Furthermore the result of the study also remark on organizational and social prob-lems during the ERP-implementation. The main problems that have been identified with clientsare associated with inadequate training, lack of support from management and users resistanceto a new system and change.