From User Practice to ERP Customization: Reversing the Process

Conference paper


ERP systems are complex software packages, generally composed of a core part and a set of modules to be customized according to the company’s characteristics, needs and target market. However, ERP system customization is often a critical problem because it is usually carried out by “shaping” the company and its business processes according to a predefined ERP model, rather than vice versa. As a result, company’s managers and employees using an ERP system are often forced to reason about and work in some way different from what they are accustomed to. Such a situation frequently leads to ERP failures. This paper advocates the adoption of HCI methods to address these problems. Specifically, the paper presents an approach to ERP customization based on user-system dialogue specification and participatory design, in order to allow ERP users to participate in creating the interaction experience they would like to live with the system.


Business Process Domain Expert Participatory Design Enterprise Resource Planning Visual Language 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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The authors wish to thank Piero Mussio for his contribution to the approach presented in this paper. This work capitalizes also on the collaboration with Maria Francesca Costabile and Antonio Piccinno, who are herewith acknowledged.


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© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  1. 1.Dipartimento di Ingegneria dell’ InformazioneUniversità di BresciaBresciaItaly

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