Enterprise Resource Planning (ERP) systems have become an integral part of the technology infrastructure of large organizations. However, its implementation has been troublesome partly due to end-user resistance arising out of an inadequate understanding of system functionalities and related processes and fear of disruption to existing work routines. To counter this, ERP implementation teams execute user-centric change management strategies such as the establishment of an ERP help-desk, user involvement in system implementation, end-user training, and the deployment of power-users. This study analyses the impact of these change management strategies on implementation success. Analysis of empirical data indicates that an ERP help-desk and the deployment of power users influence implementation success, whereas user involvement in system design and user training has no significant impact. The study contributes to a better understanding of change management as it relates to the end-user and would aid organizations in prioritizing their strategies.
Sasidharan, Sharath, "Change Management and ERP Implementation Success" (2012). MWAIS 2012 Proceedings. 5.