A. Method for Assessing the Likelihood of Burn-out of Global ERP-Programmes

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1 A. Method for Assessing the Likelihood of Burn-out of Global ERP-Programmes DISSERTATION of the University of St. Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the title of Doctor Oeconomiae submitted by Gunter Seidel from Germany Approved on the application of Prof. Dr. Andrea Back and Prof. Dr. Thomas Gutzwiller Dissertation no Verlag Dr. Kovac, Hamburg 2009

Gallen, Graduate School of Business Administration, Economics, Law and Social Sciences (HSG) to obtain the

2 ix Table of Contents Management Summary 1 Management Uberblick 3 1 Research Objective Introduction and Motivation Research Question Practical Relevance and Research Gap Research Question, Knowledge, and Improvement Objectives Limitations on Applicability Research Strategy Relationship to IWI Research Relationship to HSG Research Structure of the Dissertation 12 2 Scientific Foundations Process Design Process Implementation in ERP Systems Critical Success Factor Research Design Alternatives for Global ERP Programmes 25 3 Case Study Research to Prove Relevance Research Approach Definition Research Design Prepare and Conduct the Case Studies Analytic Strategies Positionality Collaborative Research Case Study Reports Case Study Report ARCHIMEDES Company Overview Competitive Challenges Initial Situation Strategy Processes Systems 34

1 Process Design 15 2.2 Process Implementation in ERP Systems 18 2.3 Critical Success Factor Research 20 2.

3 Improvements Needed Project Objectives Execution Critical Success Factors Implemented Solution Strategy Processes Systems Costs and Benefits Planned Developments Learning Case Study Report BRIAREOS Company Overview Competitive Challenges Initial situation Strategy Processes Systems Improvements needed Project Objectives Execution Critical Success Factors Implemented Solution Strategy,.-: Processes Systems Costs and Benefits Planned Developments Learning Case Study Report MARS INC Company Overview Competitive Challenges 57

3.2 Initial situation 42 3.3.2.1 Strategy 42 3.3.2.2 Processes 42 3.3.2.3 Systems 42 3.3.2.4 Improvements needed 42 3.3.3 Project 43 3.3.3.1 Objectives 43 3.3.3.2 Execution 43 3.3.3.3 Critical Success Factors 47 3.

4 xi Initial Situation Strategy Processes Systems Improvements Needed Project Objectives Execution Scope Timeline Approach Team Structure Critical Success Factors Implemented Solution Strategy Processes Systems Costs and Benefits Planned Developments Learning Cross-Case Analysis and Conclusions Conducted Case Studies Cross-Case Comparison Conclusions 77 4 Expert Interviews to Identify CSF Research Approach Initial Understanding Method and Context of Data Gathering Transcription Analysis Method Sources of Information Results Design Alternatives of the investigated ERP Programmes Definitions of Success Common Critical Success Factors Site-specific Critical Success Factors 87

4.4.5 Planned Developments 72 3.4.5 Learning 73 3.5 Cross-Case Analysis and Conclusions 74 3.5.1 Conducted Case Studies 74 3.5.2 Cross-Case Comparison 75 3.5.3 Conclusions 77 4 Expert Interviews to Identify CSF 79 4.

5 xii Table of Contents 4.3 Conclusions 87 5 SEM to Verify Critical Success Factors Research Approach Data Collection Analytical Results Conclusions Construction of the Assessment Method Design Approach Method Construction Activity Model Documentation Model Role Model Techniques Meta-Models Activity Descriptions Activity Define Assessed Processes Activity Define Assessed Sites Activity 1.3-Identify Interviewees Activity 2.1 -Interview Programme Governance Group Activity Interview Central Development Team Activity Interview Local Site Team Activity 3.1 -Define ERP Programme Objectives Activity Assess Critical Success Factors Activity Derive Success Prediction Activity Derive Improvement Areas Activity Present Findings Activity Document Findings...: Conclusions Action Research to Validate Method Research Approach Analysis Results Company Overview Competitive Challenges Scope Definition Interviews 135

2.5 Meta-Models 117 6.3 Activity Descriptions 118 6.3.1 Activity 1.1 - Define Assessed Processes 118 6.3.2 Activity 1.2 - Define Assessed Sites 118 6.3.3 Activity 1.3-Identify Interviewees 119 6.3.4 Activity 2.

6 xiii Analysis / Prediction Activity 3.1 -Define ERP Programme Objectives Strategy Processes Systems Improvements needed Activity Assess Critical Success Factors Activity 3.3-Derive Success Prediction Activity 3.4 Derive Improvement Areas Communications Activity Present Findings Activity Document Findings Conclusions Summary Results Achieved Critical Appreciation Future Research Appendix Interview Guide for Case Study Research Interview Guide for Expert Interviews Questionnaire for Survey Interview Guide for Programme Governance Interview Questionnaire for Central Development Team Interview Questionnaire for Local Site Team Interview References 175

1 - Present Findings 143 7.2.5.2 Activity 4.2 - Document Findings 143 7.3 Conclusions 143 8 Summary 145 8.1 Results Achieved 145 8.2 Critical Appreciation 146 8.3 Future Research 149 9 Appendix 151 9.

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