Abstract

Enterprise Resource Planning (ERP) systems implementation failures continue to incur high failure rates and costs. This paper advocates a greater focus on the quality management dimension of IT project management. Specifically, understanding the Cost of Quality (CoQ) has been identified as one important issue involved in improving the quality of information technology projects and reducing the cost of failure. A review of CoQ models suggests that process models are particularly appropriate for analyzing quality costs in ERP implementations. An example of building a process model of quality costs is provided using the Markus and Tanis (2000) enterprise system experience life cycle. Models such as the one delineated can be used to identify and target areas where gaining significant cost reductions from process improvement are possible.

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