This paper presents a combination model which sets out a critical pathway for ERPII implementation for customer facing organisations (CFOs). The model incorporates a resource based view of implementation and the implementation lifecycle (from conception to completion), allowing identified critical success factors (CSFs) to be considered at each stage. A case study analysis was undertaken to identify potential CSFs. These were subsequently appraised by four senior management members within the project team two years post go–live and cross referenced for validation against the views of seven highly experienced consultants within supplier organisations. Analysis of the validated CSFs using the combination model identified that CFOs require specific CSFs at particular stages of the implementation lifecycle. This type of organisation should invest heavily in people-related CSFs, with a particular emphasis upon these in the exploitation phase.
Norton, Andrew Laurence and Coulson-Thomas, Yvette May, "Establishing A Critical ERPii Implementation Pathway For Customer Facing Organisations" (2011). UK Academy for Information Systems Conference Proceedings 2011. 35.