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Enterprise Systems Implementation Success in the Shakedown Phase

Enterprise systems (ES) are popular in both business and academia: many organizations adopt an ES and much has been published on the topic. However, we argue not much is known about success (and its contributing factors) during the different moments of an ES implementation, although this is highly relevant for practice. This study considers the relevant success factors during the shakedown phase of an ES implementation. We use a framework that incorporates three dimensions of success: user, correspondence, and system success. Each success dimension has its own set of success factors. We empirically study an ES implementation in its shakedown phase at a large university in the Netherlands, through conducting interviews and a survey. Results show that data accuracy, troubleshooting, and user support were rated the most important for ES implementation success, whereas business process reengineering (BPR), customization, and again data accuracy were evaluated the best for this ES implementation.