A Review of the Impact of Key-Users’ Characteristics on the Success of ERP Applications

Abstract

Objective: The general objective of this study is to identify the main characteristics of the key-user that has been studied in the prior literature with a focus on its impact to the success or failure of the ERP implementation.

Theoretical framework: The high-cost ERP implementations aimed at providing rich benefits to the organization often turns sour as the rate of failure is high due to various factors. The key-user group, who are part of the implementation team, helps to maximize the gains of the implemented system during the usage of the ERP system. As such, key-user group has the potential to impact the success or failure of the ERP implementation. 

Method: Through a detailed analysis of scientific literature, the studyidentifies the aspects of key users that have been studied prior in the extant literature. The study further explores the literature to understand how each of these aspects have been studied and what questions have been left unanswered.

Results and conclusion: The study identifies that the key-users function as the fulcrum of knowledge in ERP implementation projects, which warrants an elevated level of knowledge transfer between the implementation team and the user community. Further, the study lists the understudied characteristics of the key-user such as competency, motivation and knowledge sharing that can help in the success of the ERP system.

Research implications:The review on the characteristics of the key-user contributes to the body of knowledge about the need for an in-depth study and provides a direction to investigate newer areas for increasing the success of the implemented ERP applications.

Originality/value:  The gaps identified in this study are unexplored, unprecedented, and relevant for the scientific community, in the context of improving the success rate of the ERP implementations.