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Post Implementation Change Management to Increase Users' Satisfaction on ERP: A Korean Company Case

ERP 도입 후 사용자 만족도 향상을 위한 변화관리 모형에 관한 연구: A사 사례를 중심으로

  • 신현식 (CJ오쇼핑 경영지원실) ;
  • 송용욱 (연세대학교 원주캠퍼스 경영학부) ;
  • 김창기 (CJ오쇼핑 CJmall마케팅팀)
  • Received : 2010.04.13
  • Accepted : 2010.05.10
  • Published : 2010.06.30

Abstract

This article identifies factors affecting successful ERP systems by focusing on the stages after stabilizing ERP systems and overcoming temporary performance dip by introduction of ERP systems, and suggests change management tactics to control those identified factors. We can not expect that every users are familiar with the usage of an ERP system even after they are informed about the expected advantage of the newly implemented ERP system and trained intensively for changed business process and system usage while implementing a new ERP system. Moreover, even after more than six months usage of the system, the users may still have some trouble due to the reason why they have insufficient information about the expected advantage of the system (recognition gap) and insufficient knowledge about the changed usage of the system (knowledge gap). Hence, this article diagnoses by conducting a case study that those recognition and knowledge gap would have a severe bad influence upon the users' trust and satisfaction on ERP systems. This article suggests an appropriate change management tactics to overcome those recognition and knowledge gap by considering the relationship with the efforts for change management before, during, and after the introduction of ERP systems and performing an in-depth analysis on the users' dissatisfaction and request for update during the stages after the stabilization of the ERP systems. This article also shows a corroborative evidence that these efforts of change management consequently contributes to the solution of users' distrust and dissatisfaction. In sum, this article identifies the factors influencing badly on the magnitude and seriousness of knowledge and recognition gap, and suggests a conceptual research model which says that the satisfaction of ERP users could be uplifted by the solution of their knowledge and recognition gap if we keep making efforts on appropriate change management considering those identified factors during the stages after the stabilization of an ERP system.

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