Although a number of studies highlighted problems related to ERP systems, most of these studies focus on the problems during the project and implementation stages but not during the post-implementation process. Problems encountered in the process of using ERP would hinder the effective exploitation and the extended and continued use of ERP systems and their value to organisations. This paper investigates the different types of problems (operational, supervisory and managerial) users faced in using ERP. The paper adopts a qualitative method and uses data collected from two cases and 26 interviews to inductively develop a theoretical model in classifying ERP usage problems. A sand clock model of ERP usage problem is formulated to classify the identified problems into data quality, system quality, interface and infrastructure. The theoretical contribution of this paper is in gaining deeper insight on the impediments to effective use of ERP. From the practical point of view, this paper could assist managers to reach the sources of problems encountered by end-users and overcoming them.
Tajul Urus, Sharina; Molla, Alemayehu; and Teoh, Say Yen, "Living with ERP: A Sand Clock Model of End User Problems" (2011). ACIS 2011 Proceedings. 63.