Experiences of enterprise resource planning system at a flagship university in Africa: Familiarity, barriers and way forward

Abstract

Recent research has discussed the difficulties with implementing ERP systems, and the opportunities associated with the use of these systems in university contexts, but has not examined the experiences that internal stakeholders, particularly in African contexts puzzled by certain technology, have with these systems in the period after the systems "go-live". This study explored these experiences, at one Flagship University in Botswana. Students, academic and administrative staff were surveyed about their familiarity with using the ERP system and the barriers they faced. Additional qualitative data probed into motives for ERP system use and concerns thereof. Findings revealed that the stakeholders showed high familiarity with, and usage of, the ERP modules tailored to their particular needs. The motives for use were mainly related to management efficiency and customer satisfaction, but not information accuracy. Information inaccuracy was an obstacle, along with academic and administrative staff relapse into old habits, weaknesses in the transitional change management, a detached persona of the university administration, and inadequate training/support, particularly for stakeholders who were not part of the system development. The gravest barriers were experienced these stakeholders. Importantly, the study offered insights into how the barriers and concerns held can be mitigated.

Factors influencing the post-implementation user satisfaction of SAP-ERPS

“…At the same time, our results confirm the [25] study, which claims that management efficiency is one of the main reasons an ERP system is used.…”

“…Companies with knowledge of IT governance will achieve greater effectiveness in routine tasks during the post-implementation stage [44]. Ultimately, the main reasons an ERP tool is used are related to management efficiency and user satisfaction [25]. These reasons lead us to the fourth hypothesis.…”

“…They concluded that the usability of an ERP's usability significantly influences the project's successful implementation, specifically in terms of individual and organizational success. [25] explored the consequences of implementing an ERP, studying the Flagship University in Botswana. They found that improving management efficiency and user satisfaction confirms the success of the ERP.…”