Multiple Chapters: ERP Related Job? Analysis

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[. . .] He explains that this is not the technical training of the core team of people who are installing the software, but the education of the broad user community of managers and employees who are supposed to actually run the business with the new system.

4.8 Question 6. Were you performing your current job prior to ERP?

The data received with regards to this question are found in table 6 below

Table 6-Employees performing same job prior to ERP implementation

Job Categories

Yes

No

CSR

14 out of 14

ISC

3 out of 3

ITM

4 out of 4

Mgr

4 out of 4

4.8.1 Analysis of responses received for question 6

All participants in this study were performing their jobs prior to implementation of ERP. This criterion ensured the researcher that all participants would have knowledge of the system and processes both prior to ERP implementation and also afterwards.

Note: There was one new CSR that was ineligible to participate in this research, which reduced the total number of participants in this category to 14.

4.9 Question 7. How long were you in this job role prior to implementation of ERP?

The data received with regards to this question are found in table 7 below

Table 7-Time in job role prior to ERP

Job Categories

< 1 year

1-year

2 years

3 or more yrs

CSR

0

5 out of 14

7 out of 14

2 out of 14

ISC

0

2 out of 3

1 out of 3

0

ITM

0

0

3 out of 4

1 out of 4

Mgr

0

0

0

4 out of 4

4.9.1 Analysis of responses received for question 7

All of the research participants were in their respective jobs for at least 1 year prior to ERP implementation and more than half for more than two years.

4.10 Question 8. Did the responsibilities of your job increase or decrease after ERP?

The data received with regards to this question are found in table 8 below

Table 8-Variation in job responsibilities post ERP

Job Categories

Increased

Decreased

No Change

CSR

13 out of 14

0

1 out of 14

ISC

3 out of 4

0

0

ITM

4 out of 4

0

0

Mgr

2 out of 4

0

2 out of 4

4.10.1 Analysis of responses received for question 8

Almost all of the study participants in the Sahnisons Manufacturing Company experienced an increase in the amount of job responsibilities after implementation of ERP.

4.11 Question 9. Has ERP helped or hurt your ability to perform your job?

The data received with regards to this question are found in table 9 below

Table 9-Variation in the ability of respondents to perform their jobs

Job Categories

Increased

Diminished

No Change

CSR

0

12 out of 14

2 out of 14

ISC

0

2 out of 3

1 out of 3

ITM

4 out of 4

0

0

Mgr

2 out of 4

0

2 out of 4

4.11.1 Analysis of responses received for question 9

The majority of those in the CSR and ISC job roles perceive that ERP has diminished their ability to perform their jobs. Implementation Team Members and Managers perceive that ERP helped them to perform their jobs.

4.12 Question 10. How does the number of steps required to perform your job compare after ERP to before ERP?

The data received with regards to this question are found in table 10 below

Table 10-Variation in the number of steps to perform their job prior to ERP and post ERP

Job Categories

More

Less

No Change

CSR

14 out of 14

0

0

ISC

3 out of 3

0

0

ITM

4 out of 4

0

0

Mgr

1 out of 4

0

3 out of 4

Figure 3-Variation in the number of steps to perform their job prior to ERP and post ERP

4.12.1 Analysis of responses received to question 10

CSR's, ISC's, and ITM's have more steps required to perform their jobs after implementation of ERP than before ERP. Most of the managers experienced no additional steps after ERP.

4.13 Question 11. How does the amount of information required for you to perform your job compare after ERP to before ERP?

The data received with regards to this question are found in table 11 below

Table 11-Amount of information required post ERP compared to pre-ERP

Job Categories

More

Less

No Change

CSR

14 out of 14

0

0

ISC

3 out of 3

0

0

ITM

3 out of 4

0

1 out of 4

Mgr

4 out of 4

0

0

4.13.1 Analysis of responses received for question 11

Most of those in the Sahnisons Manufacturing Company agree that the SAP system used with the ERP implementation requires much more information than the previously used Co-Op legacy system.

4.14 Question 12. How has the number of customer orders that you are able to process on a daily basis changed post ERP and compared to pre-ERP?

The data received with regards to this question are found in table 12 below.

Table 12-Variation in the number of customer orders processed after ERP compared to before ERP

Job Categories

Increased

Decreased

No Change

CSR

0

11 out of 14

3 out of 14

ISC

0

2 out of 3

1 out of 3

ITM

0

2 out of 4

2 out of 4

Mgr

0

1 out of 4

3 out of 4

4.14.1 Analysis of responses received for question 12

After implementation of ERP, the majority of those in the Sahnisons Manufacturing Company are not able to process as many customer orders on a daily basis as previous to ERP implementation.

Prior literature has confirmed that implementing e-business technology results in better performance for firms (Johnson, 2007; Devaraj, 2007; Wu, 2003). Prior literature indicates that e-business technologies assist firms improve operational agility when responding to competitive and dynamic environments (Sambamurthy, 2003)

4.15 Question 13. How has the number of customer orders received on a daily basis changed post ERP?

The data received with regards to this question are found in table 13 below

Table 13-Number of customer orders received post ERP

Job Categories

Increased

Decreased

No Change

CSR

0

7 out of 14

7 out of 14

ISC

1 out of 3

0

2 out of 3

ITM

0

0

4 out of 4

Mgr

0

1 out of 4

3 out of 4

Figure 4-Number of customer orders received post ERP

4.15.1 Analysis of responses received for question 13

Half of the CSRs said the number of customer orders received post ERP decreased, while the majority of the ISCs, ITMs, and Managers saw no change in the number of customer orders received.

The results are not consistent with the previous research as it has been said that E-business technologies provide savings in transaction costs, reduce inventory and establish communication networks between buyers and suppliers (Min and Galle, 1999; Deeter-Schmelz, 2001). These practices do enhance value, exceed customer expectations, and improve reliability including SCM (Goldstein and Schweikhart, 2002; Zhu and Sarkis, 2004; Lin., 2005).

4.16 Question 14. Are there post ERP tools required to perform your job that you do not have access to?

The data received with regards to this question are found in table 14 below.

Table 14-ERP tools required post ERP that were not available

Job Categories

Yes

No

CSR

1 out of 14

13 out of 14

ISC

0

3 out of 3

ITM

0

4 out of 4

Mgr

0

4 out of 4

4.16.1 Analysis of responses received for question 14

Within the Sahnisons Manufacturing Company, no ERP tools were required to perform jobs that were not available. This shows that employees have already got training in the field.

4.17 Question 15. Are external customers more or less satisfied with the ability of your company to deliver products since implementation of ERP?

The data received with regards to this question are found in table 15 below.

Table 15-Customer satisfaction after implementation of ERP

Job Categories

More

Less

No Change

CSR

0

6 out of 14

8 out of 14

ISC

0

1 out of 3

2 out of 3

ITM

3 out of 4

0

1 out of 4

Mgr

1 out of 4

0

3 out of 4

Figure 5-Customer satisfaction after implementation of ERP

4.17.1 Analysis of responses received for question 15

There were mixed responses to this question. Most of the customer service Representatives and Inventory Schedule Controllers (58.8%) perceive that external customers are not experiencing any change in their level of satisfaction with product delivery; however, 41.1% of the CSRs and ISCs perceive that customers are actually less satisfied. The majority of ITMs (75%) feel that the customer is more satisfied with product delivery while 75% of the managers feel that there is no change.

4.18 Question 16. Are you rewarded in this job commensurate with others performing a like function?

The data received with regards… [END OF PREVIEW]

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