Purpose – The purpose of this paper is to examine the deficiencies and the sources of deficiencies in process changes associated with the implementation of enterprise systems (ES).
Design/methodology/approach – In-depth studies of four firms and additional verification in seven other firms.
Findings – Results reveal that deficiencies of process changes with ES are mainly associated with the packaged and integrated nature of enterprise system software, particularly its configurability, in-built processes, multiple options, data and process integration, streamlined processes, and standard processes. In order to eliminate deficiencies and gain benefits, organizations need to invest in on-going software exploration, business examination, and process and software changes that align new processes and management responsibilities.
Originality/value – In the expanding world of ES research, this study is significant because it explores the sources of deficiencies associated with process change and provides guidance to user organizations on ways to manage such deficiencies. The results of the study may also be of benefit with other packaged software that integrates processes within and between organizations, for example, customer relationship management and supply chain management.
Business Process Management Journal 19(4), pp.662-679