From User Practice to ERP Customization: Reversing the Process
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.
KeywordsBusiness Process Domain Expert Participatory Design Enterprise Resource Planning Visual Language
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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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