Optimizing the client-consultant relationship to maximize ERP project benefits for Moroccan SMEs
DOI:
https://doi.org/10.56294/dm2024.361Keywords:
Client-consultant, ERP, ERP implementation, Moroccan SMEs, IS success, System benefitsAbstract
The adoption of Enterprise Resource Planning (ERP) has become a common option for Small and Medium-sized Enterprises (SMEs) looking to optimize and integrate their Information Systems (IS). However, ERP Implementation (ERPI) remains a complex process and represents a major challenge for many SMEs, surpassing even that of large companies. Consultants have experience in understanding the client's special needs, enabling them to put in place the right processes to meet those requirements, while ensuring that the client fully exploits the potential benefits offered by the ERP System (ERPS). Client-consultant conflict in ERPS is a major factor in the non-realization of benefits, which makes client-consultant agency management essential to realizing the benefits of ERP after implementation. There is currently no research examining how client-consultant relationship management can impact on the benefits of ERPI within SMEs. The aim of this research is to find out how the management of the client-consultant relationship affects the benefits of ERPS in Moroccan SMEs. This article applies the action research method in two companies, as well as a quantitative research approach using the partial least squares structural equation model (PLS-SEM) to examine data collected from 93 observations. The results are interpreted using IS success model and agency theory. This article presents four paths through which contracts agreements and strategies for conflict resolution contribute to the realization of benefits in ERP Projects (ERPP). Our research has contributed to both research and practice, and the results could help Moroccan consultants and SMEs when implementing ERP
References
1. AL‐MASHARI, Majed et ZAIRI, Mohamed. Supply‐chain re‐engineering using enterprise resource planning (ERP) systems: an analysis of a SAP R/3 implementation case. International Journal of Physical Distribution & Logistics Management, 2000, vol. 30, no 3/4, p. 296-313.
2. EL MRINI, Younous, BELAISSAOUI, Mustapha, et TAQAFI, Issam. Difficultés liées à la mise en œuvre des ERPs au Maroc: Focus sur Gouvernance.
3. MALHOTRA, Rajiv et TEMPONI, Cecilia. Critical decisions for ERP integration: Small business issues. International Journal of Information Management, 2010, vol. 30, no 1, p. 28-37.
4. UPADHYAY, Parijat, JAHANYAN, Saeed, et DAN, Pranab K. Factors influencing ERP implementation in Indian manufacturing organisations: A study of micro, small and medium‐scale enterprises. Journal of Enterprise Information Management, 2011, vol. 24, no 2, p. 130-145.
5. OLSON, David L. et STALEY, Jesse. Case study of open-source enterprise resource planning implementation in a small business. Enterprise Information Systems, 2012, vol. 6, no 1, p. 79-94.
6. ZOUHAIR, Yassine, BELAISSAOUI, Mustapha, et EL MRINI, Younous. Difficulties Affecting the Success of the ERP Implementation in the Context of Moroccan SMEs. In : Proceedings of the Future Technologies Conference. Cham : Springer International Publishing, 2022. p. 679-688.
7. ALI, Mahmood et MILLER, Lloyd. ERP system implementation in large enterprises–a systematic literature review. Journal of enterprise information management, 2017, vol. 30, no 4, p. 666-692.
8. VAN BEIJSTERVELD, Joost AA et VAN GROENENDAAL, Willem JH. Solving misfits in ERP implementations by SMEs. Information Systems Journal, 2016, vol. 26, no 4, p. 369-393.
9. MIGDADI, Mahmoud Mohammad et ABU ZAID, Mohammed Khair Saleem. An empirical investigation of knowledge management competence for enterprise resource planning systems success: insights from Jordan. International Journal of Production Research, 2016, vol. 54, no 18, p. 5480-5498.
10. AWA, Hart O. et OJIABO, Ojiabo Ukoha. A model of adoption determinants of ERP within TOE framework. Information Technology & People, 2016, vol. 29, no 4, p. 901-930.
11. BRADLEY, Joseph. Management based critical success factors in the implementation of Enterprise Resource Planning systems. International Journal of Accounting Information Systems, 2008, vol. 9, no 3, p. 175-200.
12. KAMDJOUG, Jean Robert Kala, BAWACK, Ransome Epie, et TAYOU, Aurel Edith Tuessu. An ERP success model based on agency theory and IS success model: The case of a banking institution in Africa. Business Process Management Journal, 2020, vol. 26, no 6, p. 1577-1597.
13. BAWACK, Ransome Epie et KALA KAMDJOUG, Jean Robert. Managing client–consultant relationships to derive benefits from ERP projects. Information Technology & People, 2023, vol. 36, no 4, p. 1669-1702.
14. PANDA, Brahmadev et LEEPSA, Nabaghan Madhabika. Agency theory: Review of theory and evidence on problems and perspectives. Indian journal of corporate governance, 2017, vol. 10, no 1, p. 74-95.
15. DELONE, William H. et MCLEAN, Ephraim R. The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 2003, vol. 19, no 4, p. 9-30.
16. BARTH, Christian et KOCH, Stefan. Critical success factors in ERP upgrade projects. Industrial Management & Data Systems, 2019, vol. 119, no 3, p. 656-675.
17. SHAUL, Levi et TAUBER, Doron. CSFs along ERP life‐cycle in SMEs: a field study. Industrial Management & Data Systems, 2012, vol. 112, no 3, p. 360-384.
18. ROTHENBERGER, Marcus A. et SRITE, Mark. An investigation of customization in ERP system implementations. IEEE Transactions on Engineering Management, 2009, vol. 56, no 4, p. 663-676.
19. BRADSHAW, Adrian, CRAGG, Paul, et PULAKANAM, Venkat. Do IS consultants enhance IS competences in SMEs?. Electronic Journal of Information Systems Evaluation, 2013, vol. 16, no 1, p. pp14 25-pp14 25.
20. ZARE RAVASAN, Ahad et MANSOURI, Taha. A dynamic ERP critical failure factors modelling with FCM throughout project lifecycle phases. Production Planning & Control, 2016, vol. 27, no 2, p. 65-82.
21. ALTUWAIJRI, Majid M. et KHORSHEED, Mohammad S. InnoDiff: A project-based model for successful IT innovation diffusion. International Journal of Project Management, 2012, vol. 30, no 1, p. 37-47.
22. DEZDAR, Shahin et AININ, Sulaiman. Examining ERP implementation success from a project environment perspective. Business Process Management Journal, 2011, vol. 17, no 6, p. 919-939.
23. KWAK, Young Hoon, PARK, Jane, CHUNG, Boo Young, et al. Understanding end-users’ acceptance of enterprise resource planning (ERP) system in project-based sectors. IEEE Transactions on Engineering Management, 2011, vol. 59, no 2, p. 266-277.
24. SKOK, Walter et LEGGE, Michael. Evaluating enterprise resource planning (ERP) systems using an interpretive approach. In : Proceedings of the 2001 ACM SIGCPR conference on Computer personnel research. 2001. p. 189-197.
25. ALHIRZ, Hisham et SAJEEV, A. S. M. Do cultural dimensions differentiate ERP acceptance? A study in the context of Saudi Arabia. Information Technology & People, 2015, vol. 28, no 1, p. 163-194.
26. DEZDAR, Shahin. Strategic and tactical factors for successful ERP projects: insights from an Asian country. Management Research Review, 2012, vol. 35, no 11, p. 1070-1087.
27. HSU, Pei-Fang, YEN, HsiuJu Rebecca, et CHUNG, Jung-Ching. Assessing ERP post-implementation success at the individual level: Revisiting the role of service quality. Information & Management, 2015, vol. 52, no 8, p. 925-942.
28. ALI, Omar, SHRESTHA, Anup, OSMANAJ, Valmira, et al. Cloud computing technology adoption: an evaluation of key factors in local governments. Information Technology & People, 2021, vol. 34, no 2, p. 666-703.
29. TSAI, Wen-Hsien, LEE, Pei-Ling, SHEN, Yu-Shan, et al. A comprehensive study of the relationship between enterprise resource planning selection criteria and enterprise resource planning system success. Information & management, 2012, vol. 49, no 1, p. 36-46.
30. CHIEN, Shih-Wen et TSAUR, Shu-Ming. Investigating the success of ERP systems: Case studies in three Taiwanese high-tech industries. Computers in industry, 2007, vol. 58, no 8-9, p. 783-793.
31. REINKING, Jeff, ARNOLD, Vicky, et SUTTON, Steve G. Synthesizing enterprise data to strategically align performance: The intentionality of strategy surrogation. International Journal of Accounting Information Systems, 2020, vol. 36, p. 100444.
32. HADDARA, Moutaz et HETLEVIK, Thommas. Investigating the effectiveness of traditional support structures & self-organizing entities within the ERP shakedown phase. Procedia Computer Science, 2016, vol. 100, p. 507-516.
33. SASIDHARAN, Sharath. Reconceptualizing knowledge networks for enterprise systems implementation: incorporating domain expertise of knowledge sources and knowledge flow intensity. Information & Management, 2019, vol. 56, no 3, p. 364-376.
34. GUPTA, Shivam, MISRA, Subhas C., KOCK, Ned, et al. Organizational, technological and extrinsic factors in the implementation of cloud ERP in SMEs. Journal of Organizational Change Management, 2018, vol. 31, no 1, p. 83-102.
35. AWA, Hart O., UKO, John P., et UKOHA, Ojiabo. An empirical study of some critical adoption factors of ERP software. International Journal of Human–Computer Interaction, 2017, vol. 33, no 8, p. 609-622.
36. TURNER, Douglas et CHUNG, Sock H. Technological factors relevant to continuity on ERP for e-business platform: Integration, modularity, and flexibility. Journal of Internet Commerce, 2005, vol. 4, no 4, p. 119-132.
37. CHANG, Yu-Wei. What drives organizations to switch to cloud ERP systems? The impacts of enablers and inhibitors. Journal of Enterprise Information Management, 2020, vol. 33, no 3, p. 600-626.
38. CLAYBAUGH, Craig C., RAMAMURTHY, Keshavamurthy, et HASEMAN, William D. Assimilation of enterprise technology upgrades: a factor-based study. Enterprise Information Systems, 2017, vol. 11, no 2, p. 250-283.
39. EISENHARDT, Kathleen M. Agency theory: An assessment and review. Academy of management review, 1989, vol. 14, no 1, p. 57-74.
40. CHANG, Jamie YT, WANG, Eric TG, JIANG, James J., et al. Controlling ERP consultants: Client and provider practices. Journal of Systems and Software, 2013, vol. 86, no 5, p. 1453-1461.
41. YIN, Robert K., et al. Design and methods. Case study research, 2003, vol. 3, no 9.2, p. 84.
42. LUNE, Howard et BERG, Bruce L. Qualitative research methods for the social sciences. 2017.
43. YIN, Robert K. Case study research: Design and methods. sage, 2009.
44. BENBASAT, Izak, GOLDSTEIN, David K., et MEAD, Melissa. The case research strategy in studies of information systems. MIS quarterly, 1987, p 369-386.
45. HAIR, Joseph F., RINGLE, Christian M., et SARSTEDT, Marko. The use of partial least squares (PLS) to address marketing management topics. Journal of Marketing Theory and Practice, 2011, vol. 19, no 2, p. 135-138.
46. CAMPBELL, Donald T. et FISKE, Donald W. Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological bulletin, 1959, vol. 56, no 2, p. 81
Published
Issue
Section
License
Copyright (c) 2024 Yassine Zouhair, Younous El Mrini, Mustapha Belaissaoui, Abdelhadi Ifleh (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
The article is distributed under the Creative Commons Attribution 4.0 License. Unless otherwise stated, associated published material is distributed under the same licence.