User Perception towards an ERP System (implementa

User Perception towards an ERP System (Induction through Implementation as well as learning)

This survey is being conducted by the undersigned as a part of a study that comprises the Fellowship (PhD) Programme at National Institute of Industrial Engineering (NITIE), Mumbai.

The purpose of this survey is to assess the perceptions of users about ERP Systems, both at the initial phase (when they get inducted to the ERP system) and at the current phase (post implementation), through separate sets of questions. The perceptions are on the following specific aspects of the ERP System: capability, value, acceptance, and timing. Most of the questions in this survey are self-explanatory and follow a standard format that allows one to provide inputs in a short period of time.

The ideal respondent is one who is involved in some way with the ERP system in an organization, and who would have a fair idea about ERP in general.

The survey comprises three sections: the first section deals with the association of the respondent with the organization whose ERP Implementation is being surveyed. the second section seeks to understand the perceptions of the respondent at the initial phase, and the third (final) section comprises questions similar to those in the second section, but deals with the current (Post Implementation) scenario.

There are no ‘right’ or ‘wrong’ answers. Different individuals respond differently to similar situations and our goal is to understand these differences.

Kindly provide the inputs in this survey as accurately as possible.

The answers to the survey will be kept strictly confidential. The names of participating firms and individuals will not be released. Only aggregate quantitative information derived from the answers of the respondents will be published.

As the NITIE research scholar who is coordinating this survey I will be happy to clarify and answer any questions that you may have. My contact information is as follows:

Somnath Roy
Telephone Number: +91 98214 21608
Email Id: [email protected]

Section 1: Contextual Information

All the questions in this section pertain to the association of the respondent with the organization whose ERP Implementation is being surveyed.

These questions will be useful in the creation of a context in which the survey results would be interpreted. Personal information will be kept confidential.

* Which of the following best represents your current position with the organization?

Senior Management

Middle Management

Supervisor/Team Lead

Production worker

Other (Please Specify)

* Kindly provide the length of time that you are working in this company:

* Did you have any previous experience of working in ERP (in any company that you have worked at earlier)

Yes

Not Applicable

* What is your current area of work?

Support/Service Functions (Admin, HR, Finance etc.)

Sales/Marketing

Engineering/Production

Information Technology

Other (Please specify)

* Please indicate your level of involvement in the ERP Implementation:

NOTE (for the above question):
The person in the leadership role leads the organization to understand and implement the changes required to deliver business results through the ERP Implementation. Tasks included: promoting the vision, becoming knowledgeable about the new processes, making decisions with the ERP Team, co-sponsoring integration and testing, implementing role and organization change, mobilizing the team, communication and education.

The Change Manager is entrusted with the practical application of change management in the organization. Their tasks would include: becoming 'super users' of the ERP system, participating in ERP team workshops and meetings, facilitating communication activities, generating feedback from employees, conducting process education, training users, and planning, executing, and monitoring changes.

The Business Process Expert is involved in mapping the organizational business processes as they would be defined in the ERP system, identify the impact of ERP on the processes, determine required changes, and develop implementation plans for changes in roles and jobs, structures, performance measures, policy, skills mix, and training.

The Operational User is an employee who is entrusted with the task of deliverance of his responsibilities in the organization, using the ERP system in the process.

* Are you using ERP in doing your job?

Yes

* The name of your employer organization (This information will be kept confidential):

* Were you working in the above company when ERP was first implemented here?

Yes (I was working here when ERP was getting implemented)

No (I joined later when the ERP system had gone live: I started working in ERP after the initial induction and training programs)

This information will only be used to evaluate unique responses and will be kept confidential

* First Name :
* Last Name :
* Email Address :

Section 2: Initial Phase - Pre-Implementation or Learning & Induction

All the questions in this section pertain to the perception of the respondent about the ERP System at the Initial Phase, when it is getting inducted in the minds of the respondent.

For respondents who are in the rolls of the company during implementation, this is the pre-implementation phase. For respondents who have joined the company later, this is the learning & induction phase.

The pre-implementation phase begins when when the decision for ERP adoption has been made. This phase involves such activities as planning for the technology introduction, deciding on the role of the vendor and in-house resources in managing the introduction, providing preliminary training, planning the logistics of the change, deciding whether a pilot study will be used, and deciding the implementation approach.

The Learning and Induction phase starts after an individual joins the company and comprises the period when he is trained to get inducted to the ERP system in the organization so that he can do his work independently.

Expected capability of ERP

The following set of questions aim to assess the respondent's views about the utility and customization capabilities of the ERP system at the Initial (Pre-Implementation or Learning & Induction) Phase.

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had a lot of expectations from the ERP system:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that the data from the ERP system will be always on time:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that the data from the ERP system will be very accurate:

* At the Initial Phase (Pre-Implementation or Learning & Induction) I had the impression that the ERP system would be very easy to use:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that the ERP system would be very easy to customize to my needs:

Expected value of ERP

The following set of questions aim to measure the perceived financial, political, and overall value of the ERP system during the Initial (Pre-Implementation or Learning & Induction) Phase.

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that the ERP System is absolutely essential:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that the (notional) benefits of ERP would surely outweigh the (notional) costs:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I could see the value in having an ERP system:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that ERP would help coordinate our work with activities in other company locations:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I had the impression that supporting or working on the ERP system would enhance my career:

Timing of ERP

The following set of questions aim to measure the perceived appropriateness of the speed with which the induction of the ERP system was being done during the Initial (Pre-Implementation or Learning & Induction) Phase; e.g. too fast, too slow or satisfactory

* At the Initial (Pre-Implementation or Learning & Induction) Phase the Induction of the ERP system was proceeding at a reasonable pace:

* At the Initial (Pre-Implementation or Learning & Induction) Phase the overall progress of the Induction of the ERP System was absolutely satisfactory:

* Given all the factors beyond the ERP Project Team's control (vendors, technical glitches, etc.) the time frame for the Induction of the ERP System that was estimated during the Initial (Pre-Implementation or Learning & Induction) Phase was correct:

* With regards to the Induction of the ERP system at the Initial (Pre-Implementation or Learning & Induction) Phase, I felt fully comfortable, not at all frustrated:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I was very satisfied with the overall progress of the induction and development associated with the ERP system:

Section 2: Initial Phase - Pre-Implementation or Learning & Induction (Continued)

Acceptance of ERP System

The following set of questions aim to assess the level of acceptance of the ERP system of potential users at the Initial (Pre-Implementation or Learning & Induction) Phase.

* It would bother me very much if the ERP System were to be discontinued at the Initial (Pre-Implementation or Learning & Induction) Phase:

* At the Initial (Pre-Implementation or Learning & Induction) Phase I would look forward to getting more familiar with the functionality of the ERP system:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I would feel that the ERP system was important to me:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I used to feel that the ERP Program was very well run at an overall level:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I liked the general design of the ERP system:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I used to feel that the way the ERP Program was being run, there was little room for more improvement:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, my immediate supervisor would support the ERP Program:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, ERP had a lot of importance to me:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, in general, the communication on the ERP Program would be good:

* At the Initial (Pre-Implementation or Learning & Induction) Phase, I used to feel that ERP is a great system that should be implemented:

Section 3: Current Scenario (Post Implementation)

All the questions in this section pertain to the perception of the respondent about the current state of the ERP program at the post-implementation phase.

The post-implementation stage, or 'routinization', represents an equilibrium - the new technology has been introduced, it is being used, and people have made (or are making) the necessary adjustments to make the ERP system a part of their lives.

Capability of ERP

The following set of questions aim to assess the respondent's current views about the utility and customization capabilities of the ERP system, at the post implementation phase.

* My current general assessment of the ERP system is very positive:

* I think that the data from the ERP system is always on time:

* I think that the data from the ERP system is very accurate:

* I think the ERP system is very easy to use:

* I think the ERP system is very easy to customize to my needs:

Your comments on the capability aspects of ERP, in the post implementation phase, if any: (this is a reflection of your experience of the ERP Program)

Value of ERP

The following set of questions aim to measure the perceived financial, political, and overall value of the ERP system in the current state at the post implementation phase

* Overall, I think that the ERP System is absolutely essential:

* I think it is extremely likely that the (notional) benefits of ERP outweigh the (notional) costs:

* I see the value in having an ERP system:

* ERP helps coordinate our work with activities in other company locations:

* Supporting or working on the ERP system is enhancing my career:

Your comments on the value aspects of ERP, if any: (this is a reflection of your experience of the ERP Program)

Timing of ERP

The following set of questions aim to measure the perceived appropriateness of the speed with which the ERP system was introduced (through Implementation or Learning & Induction); e.g. too fast, too slow or satisfactory

* The ERP Program in the organization has proceeded at a reasonable pace:

* The progress of the ERP Program in the organization till date is absolutely satisfactory:

* Given all the factors beyond the ERP Project Team's control (vendors, technical glitches, etc.) the time frame for the Introduction of the ERP System (through Implementation or Learning & Induction) was correct:

* With regards to the Introduction of the ERP System (through Implementation or Learning & Induction), I feel fully comfortable, not at all frustrated:

* I am very satisfied with the progress of ERP system development:

Your comments on the timing aspects of ERP, in the post implementation phase, if any: (this is a reflection of your experience of the ERP Program)

Section 3: Current Scenario (Post Implementation) - Continued

Acceptance of the ERP System

The following set of questions aim to assess the level of acceptance of the ERP system by the users in the current state at the post implementation phase

* It would bother me very much if the ERP System were to be discontinued now:

* I look forward to getting more familiar with the functionality of the ERP system:

* The ERP system is important to me:

* Overall, I think the ERP program is very well run:

* In general, I like the way the ERP system is designed:

* The way the ERP Program is run, there is little room for more improvement:

* My immediate supervisor supports the ERP Program:

* ERP has a lot of importance to me:

* In general, communication on the ERP Program is good:

* Overall, ERP is a great program that should be continued:

Your comments on the acceptance aspects of ERP, if any: (this is a reflection of your experience in the ERP Program)