Purpose -Communication quality is repeatedly listed among the top success factors to consider when implementing an ERP system. Analysis shows its role is more complex. It helps some aspect of success but has no influence on others. The aim of this paper is to conduct a case study to determine the role of communication quality in the success of an ERP project implementation. Design/methodology/approach -A case study was conducted to determine the role of communication quality in the success of an ERP project implementation. Findings -Results suggest that different aspects of communication quality impact different dimensions of project success. Some dimensions of project success did not seem influenced by communication quality. Results also show that, for the dimensions of project success that are influenced by communication quality, the form might be as important as the content of communication.Research limitations/implications -The literature may be repeating an "accepted truth" without actually testing it. The evaluation of the regularity of the patterns observed will require additional observations. Also, the reasons behind the association between the communication quality attributes and the different components of success will need to be further investigated. Practical implications -For managers, the findings highlight that communication is not a silver bullet when conducting ERP projects. Managers should also be aware that the form of the communication efforts will likely have as much impact as the content of the communication process. The results specially emphasized the importance of openness in communication.Originality/value -The study considers nine dimensions of communication quality. By examining the separate effects of the communication content and form on the components of ERP project success, the paper provides a deeper understanding of the role of communication in the implementation of ERP systems.
<p>Communication between the information systems (IS) specialist and the user has long been recognised in the IS literature as an important aspect of successful information system development projects. Since the 1970s IS researchers have studied the role of communication in the system development process and its influence on project/system success. Communication has been studied as a broad concept as well as in regard to specific aspects such as communication frequency, quantity, and the fit between the communication medium and the task. Yet, quality has been neglected. Therefore, this study presents the concept of "communication quality". The study investigated the influence of communication quality on project success in an Enterprise Resource Planning system implementation at a large North-American manufacturing company. ERP project implementation success was assessed by a multidimensional framework including multiple stakeholder perspectives. The study used supplementary secondary analysis of 54 interviews with project stakeholders from the IT project team and the business side of this organisation. The current study found support for the individual attributes of communication quality, namely completeness, credibility, accuracy, purpose adequacy, timeliness, openness, audience adequacy, bidirectionality, and a balance of formality vs. informality. The study found indications that a lack of communication quality might impact ERP implementation project success negatively whereas better communication quality might foster success. The ERP project at the organisation was successful in terms of traditional project success measures such as "on time" and "within budget". However, communication quality seemed to have a negative correlation to the quality of the relationship between the project team and the business as well as user satisfaction. System acceptance and use appeared to have been facilitated by better communication quality. The study enriches the IS literature by increasing the understanding of communication aspects during ERP implementation projects. It is also one of the first studies to introduce the new research method of secondary analysis of qualitative data from sociology into the IS field. Practitioners can apply the findings of this study to facilitate ERP implementation project success on a more holistic level addressing also user satisfaction and the quality of the relationship between the IT project team and the rest of the business.</p>
<p>Communication between the information systems (IS) specialist and the user has long been recognised in the IS literature as an important aspect of successful information system development projects. Since the 1970s IS researchers have studied the role of communication in the system development process and its influence on project/system success. Communication has been studied as a broad concept as well as in regard to specific aspects such as communication frequency, quantity, and the fit between the communication medium and the task. Yet, quality has been neglected. Therefore, this study presents the concept of "communication quality". The study investigated the influence of communication quality on project success in an Enterprise Resource Planning system implementation at a large North-American manufacturing company. ERP project implementation success was assessed by a multidimensional framework including multiple stakeholder perspectives. The study used supplementary secondary analysis of 54 interviews with project stakeholders from the IT project team and the business side of this organisation. The current study found support for the individual attributes of communication quality, namely completeness, credibility, accuracy, purpose adequacy, timeliness, openness, audience adequacy, bidirectionality, and a balance of formality vs. informality. The study found indications that a lack of communication quality might impact ERP implementation project success negatively whereas better communication quality might foster success. The ERP project at the organisation was successful in terms of traditional project success measures such as "on time" and "within budget". However, communication quality seemed to have a negative correlation to the quality of the relationship between the project team and the business as well as user satisfaction. System acceptance and use appeared to have been facilitated by better communication quality. The study enriches the IS literature by increasing the understanding of communication aspects during ERP implementation projects. It is also one of the first studies to introduce the new research method of secondary analysis of qualitative data from sociology into the IS field. Practitioners can apply the findings of this study to facilitate ERP implementation project success on a more holistic level addressing also user satisfaction and the quality of the relationship between the IT project team and the rest of the business.</p>
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