Inlämning av Examensarbete / Submission of Thesis

Sofia Zuberi , pp. 47. MAM/Sektionen för Management, 2010.

The work

Författare / Author: Sofia Zuberi
Titel / Title: Effectiveness of an ERP Vendor's Customer Support E-System
Abstrakt Abstract:

In today’s business climate many organizations are implementing ERP systems to connect all their processes into one system thereby hoping to benefit off the resulting efficiencies. ERP Vendors are trying to best cater to the needs of their customers, and this extends into the post-implementation period where customers rely on the Vendor to resolve software and technical errors that inevitably occur. This study looks into a factor with-in this area from the ERP Vendor perspective. Customers have to communicate with their ERP Vendor in the post-implementation period to resolve problems, and this study focuses on how this could best happen. This study uses a single case study approach that is centered on an ERP Vendor’s Customer support team. This Vendor has identified a requirement of getting a new and improved customer support e-system. This study will investigate for them, and other ERP Vendors in similar situations, what factors should influence this decision.

To find the influential factors for the ERP Vendor’s requirement, the study looks into the available literature concerning ERP and IT support, and then survey’s the customer support team for further data. Part of the survey is based on a pre-existing study regarding the measurement of customer system effectiveness. And then qualitative responses from the support team are also analyzed.

This study has brought to light many influential factors for ERP Vendors to take into consideration to have an effective customer support e-system. While all the factors can be taken into consideration in varying degrees, this study concludes that the most important center on and around providing Self Service Support (SSS). And then with-in the e-system, the Vendor must ensure an alignment to their and customer processes, while maintaining clear and logical access to quality information.

Ämnesord / Subject: Företagsekonomi - Business Administration\Information
Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Organization
Nyckelord / Keywords: ERP, ERP Software, Enterprise Resourse Planning, Software Support, Customer Support Systems

Publication info

Dokument id / Document id:
Program:/ Programme Magisterprogram i Företagsekonomi/Master's Degree Programme in Business Administration (MSC)
Registreringsdatum / Date of registration: 08/30/2010
Uppsatstyp / Type of thesis: Magisterarbete/Master's Thesis (60 credits)

Context

Handledare / Supervisor: Peter Stevrin
peter.stevrin@bth.se
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00

Files & Access

Bifogad uppsats fil(er) / Files attached: effectivenessoferpsupportsystem.doc (393 kB, öppnas i nytt fönster)