This paper proposes a framework that can be used to explain and improve enterprise integration practices. It draws on the traditions of quality management and organizational learning to understand how implementation of advanced information technologies such as enterprise resource planning and customer relationship management may be explained and improved. Enterprise systems implementations at two subsidiaries of two separate large conglomerates are used to illustrate this framework. In particular, it is posited that quality management and organizational learning principles and practices are essential for successful advanced information technology implementation. This is because advanced integrative information technologies like ERP and CRM are in essence process management tools and are evolving to become knowledge management tools.
Lee, Jiunn Chieh, "Towards a Framework of Enterprise Integration: Linking Quality Management, Organizational Learning and Information Technology" (2004). ICEB 2004 Proceedings. 87.