Critical study of IS implementation : analysis, evaluation and best practice for international business

Abstract

ISs, particularly ERP systems and CRMs are nowadays implemented by both large and medium businesses, both local and those engaging in cross border trading. ERP systems focusing on accounting, time and materials deployed, seek to bring to businesses better control, better planning and reducing operating costs, mainly through enhanced access to timely information. CRMs on the other hand manage the interactions companies have with current and future customers. A CRM has various uses including organizing, automating and synchronizing sales, customer service and technical support using technology. Purpose: This study aims to analyse the implementation of various projects in an international company, in order to try and understand the various issues a company is faced with during the process of implementing ISs in different countries, as well as try to find possible solutions for such issues. This study also aims to analyse possible residual difficulties during such process. Design: The foundation of this study is provided through extensive literature review as well as qualitative research in the form of interviews (by means of structured interviews) and primary research in the form of analysing actual documentation of projects being implemented. Findings: The results show that certain implementation issues are common to all projects, however certain issues differ from other projects and this depends on the organizational structure of the company, the top management support, the team competencies and project management. If all these factors are taken into consideration and are given more importance, the company will face less issues throughout the implementation process and therefore increase the rates of success. Conclusion: This study helps company ALPHA to understand the issues project managers and business analysts are faced with during the implementation of a project in an international market, as well as to try to come up with solution to reduce or avoid such issues. Moreover less issues means that less resources will need to be allocated to every project therefore costs are reduced and therefore profits are increased. Implications: Analysing the issues of previously implemented projects is very useful to new companies as a new company can learn from the mistakes of others by analysing the implementation of their projects and try to avoid doing the same mistakes.