Managing end user resistance of ERP implementation

Abstract

Enterprise Resource Planning (ERP) systems are becoming mature technologies to support inter and intra company business processes. However, one of the factors frequently cited as the major reason for the failure of ERP system in post implementation is “User Resistance”. This research discusses on user resistance, the impact of user resistance during the implementation of ERP system and how to manage user resistance. The theoretical part of the dissertation is aimed at gaining information about user resistance, and the effects of user resistance during the implementation of the system, and also in the post-implementation. Literature suggests that the user resistance of individual level is the key to the successful implementation of system projects. Mixed approach is adopted which mainly uses face-to-face interviews as the evidence collection method, while using questionnaires as an add-on tool to support the research questions identified within the study. The identified data are ensured as reliable and trust worthy to make some recommendations to the public as research findings. This study identifies that the implementation failure can be due to several reasons. Further, it interprets the significance of the desire and acceptance of the end user equivalent to the use of effective technology and processes. This can be called as end user resistance in system implementation. To address the issues arisen due to end user resistance and to build trust; communication, training, end user involvement and management participation can be the most effective strategies. These findings can be applied by project teams during the implementation and post implementation of the ERP projects. Hence, this will suggest a necessary framework to ensure the success of project implementation with the relevant change management strategies.