Evaluating ERP as a Composition of Different Functionalities from Key Stakeholder Perspectives

The field of evaluation of information systems (IS) success has a long and established history. However, models in the field usually evaluate success on the level of the whole IS while neglecting the differences in impacts of specific IS functionalities on IS success. Moreover, evaluation models often focus only on technological or only on social perspective neglecting that IS should be considered a socio-technical system and that all key stakeholders’ perspectives should be evaluated. Thus, three main perspectives of IS evaluation have to be recognized, namely user/social, technological and managerial perspectives. In this paper we present a novel model for evaluation of ERP success considering all key stakeholder perspectives. The proposed model provides the evaluation of individual functionalities from these perspectives in contrast to established models that consider system as a whole. The model has been tested in a case study in a company from the nautical industry. The results confirmed the usefulness of the evaluation model, especially its ability to provide specific new information to management on the influence of the individual functionalities on ERP success.