User Perception towards an ERP System

User Perception towards an ERP System (Pre & Post Implementation)

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

The purpose of this survey is to assess the perceptions of users about ERP Implementations, before and after the actual 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 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 PRIOR to the ERP Implementation, and the third (final) section comprises questions similar to those in the second section, but deals with the 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 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:

* What is your current area of work?

Support 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 currently using ERP in doing your job?

Yes

Section 2: Pre-Implementation

All the questions in this section pertain to the perception of the respondent about the ERP Implementation at the pre-implementation phase. This 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.

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 pre-implementation phase.

* At the pre-implementation stage I had a lot of expectations from the ERP system:

* At the pre-implementation stage I had the impression that the data from the ERP system will be always on time:

* At the pre-implementation stage I had the impression that the data from the ERP system will be very accurate:

* At the pre-implementation stage I had the impression that the ERP system would be very easy to use:

* At the pre-implementation stage 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 at the pre-implementation phase.

* At the pre-implementation stage I had the impression that the ERP system is absolutely essential:

* At the pre-implementation stage I had the impression that it is extremely likely that the (notional) benefits of ERP would outweigh the (notional) costs:

* At the pre-implementation stage I could see the value in having an ERP system:

* At the pre-implementation stage I had the impression that ERP would help coordinate our work with activities in other company locations:

* At the pre-implementation stage 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 ERP system was being implemented e.g. too fast, too slow or satisfactory, at the pre-implementation phase.

* At the pre-implementation stage the ERP project was proceeding at a reasonable speed:

* At the pre-implementation stage the overall progress on the ERP project was absolutely satisfactory:

* Given all the factors beyond the ERP Project Team's control (vendors, technical glitches, etc.) the time frame for ERP program implementation that was estimated during the pre-implementation stage was correct:

* With regards to the implementation of the ERP system at the pre-implementation stage, I felt fully comfortable, not at all frustrated:

* At the pre-implementation stage, I was very satisfied with the overall progress of ERP system development:

Section 2: Pre-Implementation (Continued)

Acceptance of ERP implementation

The following set of questions aim to assess the level of acceptance of the new ERP system by potential users, at the pre-implementation phase.

* It would bother me very much if the ERP implementation were to be discontinued at the pre-implementation stage:

* At the pre-implementation stage I would look forward to getting more familiar with the functionality of the ERP system:

* At the pre-implementation stage, I would feel that the ERP system was important to me:

* At the pre-implementation stage, I used to feel that the ERP project was very well run at an overall level:

* At the pre-implementation stage, I liked the general design of the ERP system:

* At the pre-implementation stage, I used to feel that the way the ERP system was being run, there was little room for more improvement:

* At the pre-implementation stage, my immediate supervisor would support the ERP implementation:

* At the pre-implementation stage, ERP had a lot of importance to me:

* At the pre-implementation stage, in general, the communication on the ERP system would be good:

* At the pre-implementation stage, I used to feel that overall, ERP is a great program that should be implemented:

Section 3: Post Implementation

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

The post-implementation stage, or 'routinization', represents a return to equilibrium - the new technology has been implemented, it is being used, and people 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 views about the utility and customization capabilities of the new ERP system, at the post implementation phase.

* My current general assessment of the 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 in the ERP implementation)

Value of ERP

The following set of questions aim to measure the perceived financial, political, and overall value of the ERP system 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, in the post implementation phase, if any: (this is a reflection of your experience in the ERP implementation)

Timing of ERP

The following set of questions aim to measure the perceived appropriateness of the speed with which the ERP system was implemented e.g. too fast, too slow or satisfactory, at the post-implementation phase.

* The ERP implementation project has proceeded at a reasonable pace:

* The progress on the ERP project to date is absolutely satisfactory:

* Given all the factors beyond the ERP Project Team's control (vendors, technical glitches, etc.) the time frame for ERP program implementation was correct:

* With regards to the implementation of the ERP system, I currently 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 in the ERP implementation)

Section 3: Post-Implementation (Continued)

Acceptance of ERP implementation

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

* It would bother me very much if ERP were 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 project is very well run:

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

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

* My immediate supervisor supports ERP implementation:

* ERP has a lot of importance to me:

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

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

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