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Title: Investigating enterprise resource planning adoption and implementation in service sector organisations
Author: Al-Fawaz, Khaled
Awarding Body: Brunel University
Current Institution: Brunel University
Date of Award: 2012
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This thesis investigates Enterprise Resource Planning (ERP) adoption and implementation in Service Sector Organisations (SSOs). ERP is a business management system that has emerged to support organisations to use a system of integrated applications to enhance their Information Technology (IT) infrastructures, enhance business processes and deliver high quality of services. Regardless of the fact that several other sector organisations have adopted and implemented ERP systems, its application in SSOs is rather inadequate. Among other reasons, two core rationales can be attributed to the latter fact – firstly, SSOs lack the sufficient knowledge, expertise and training to implement such sophisticated integrated systems and secondly, the top management lacks the ability to take appropriate decisions for ERP adoption and implementation. However, merely focusing on a number of factors influencing ERP adoption and implementation may not be suffice, as there is a need for a systematic decision-making process for adopting and implementing ERP systems in SSOs. The limited number of ERP systems’ applications in SSOs has resulted in inadequate research in this area with many issues, like its adoption and implementation requiring further exploration. Despite, the implications of ERP systems have yet to be assessed in SSOs, leaving ample scope for relevance and producing a unique piece of research work. Thus, the author demonstrates that it is of high importance to investigate this area within SSOs and contribute towards successful ERP adoption and implementation. This thesis makes a step forward and contributes to the body of knowledge as it: investigates factors influencing the decision-making process for ERP adoption and implementation in SSOs, prioritises the importance of factors influencing ERP adoption and implementation, evaluates ERP lifecycle phases and stages, maps the ERP factors on different phases and stages of the ERP lifecycle, and in doing so, to propose a model for ERP adoption and implementation in SSOs. The author claims that such an ERP adoption and implementation process in SSOs is significant and novel as: it extends established norms for ERP adoption and implementation, by including Analytical Hierarchy Process (AHP) technique for prioritising the importance of factors, thus, facilitating SSOs to produce more robust proposals for ERP adoption and implementation. The author further assess the proposed ERP adoption and implementation model by using a qualitative, interpretive, multiple case study research strategy. Findings from two case studies demonstrate that such a systematic approach contributes towards more robust decisions for ERP adoption and implementation and indicates that it is acceptable by the case study organisations. The thesis proposes, assesses and presents a novel model for ERP adoption and implementation in SSOs and contributes to the body of knowledge by extending the literature.
Supervisor: Eldabi, T. Sponsor: King Abdulaziz University ; Saudi Arabia Cultural Bureau
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: Enterprice resource planning (ERP) ; ERP adoption and implementation ; ERP Lifecycle ; Analytical hierarchy process (AHP) ; Service sector organisations (SSO)