Framework para implantação de software ERP em pequenas e médias empresas: uma proposição a partir dos fatores críticos de sucesso e práticas associadas
The high potential for impact of business innovations has prompted companies to adapt to market changes and technological developments so that they are competitive and meet the needs of their customers. For this, they started to use the benefits proposed by the Enterprise Resource Planning (ERP). Th...
| Autor principal: | Ariati, Adriana |
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| Formato: | Dissertação |
| Idioma: | Português |
| Publicado em: |
Universidade Tecnológica Federal do Paraná
2020
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| Assuntos: | |
| Acesso em linha: |
http://repositorio.utfpr.edu.br/jspui/handle/1/5399 |
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| Resumo: |
The high potential for impact of business innovations has prompted companies to adapt to market changes and technological developments so that they are competitive and meet the needs of their customers. For this, they started to use the benefits proposed by the Enterprise Resource Planning (ERP). The process of implementing this software has been criticized in recent years for aspects such as exceeding schedules and costs initially forecast. For small and medium-sized enterprises (SMEs), these points represent a high risk in the economy and the permanence in the market. In this context, the objective of this study is to propose a framework for the process of implementing ERP software in SMEs. For this, critical factors were identified in the literature that characterize the successful implementation of ERP software and through this work a relationship of these factors was established with actors and good practices reported on the implementation, contextualizing them to the reality of SMEs in order to structure a framework with practices according to the deployment phase. As a theoretical contribution, the proposed framework seeks to incorporate the views of the customer and the system supplier by identifying activities relevant to each one. These activities are grouped into Critical Success Factors (CSF), assigned to roles and organized in stages of the ERP implementation phase in the context of SMEs. The validation of the framework was carried out in two stages, the first with consultants implementing ERP in SMEs through a focus group, and the second, using a questionnaire sent to customers who recently implemented this type of system. The perception of consultants was validated in relation to the framework structure, encompassing CSF, actors and practices to be performed, and the perception of clients in relation to the relevance of CSF and actors associated with these factors. The contribution of this work is in the proposal of a framework to be used by customers and software suppliers in the process of implementing ERP in SMEs. Actors and practices to be carried out to reach each of the critical success factors considered are indicated. The application of the focus group led to the inclusion and exclusion of practices, in addition to the division of the CSF Teste, giving rise to the CSF Validation. This separation was justified by the need for approval from top management without the presence of the end user and that was carried out before the training. The questionnaire provided knowledge of the client's vision who experienced an implantation. Few divergences were found between what was proposed in the framework and the data obtained from the questionnaire with customers. These divergences were demarcated in the framework so that they can be analyzed and taken into account by clients and consultants during the implementation. These disagreements may be related to the fact that SMEs have a small number of employees, implying that there is often an accumulation of positions and functions, which may influence the perception of the survey respondent. Customers included the end user as an actor in all factors, stressing the importance that the system user has in SMEs. As a result of this work, the full application of the framework is expected in the process of implementing ERP in SMEs, enabling longitudinal case studies that could not be developed in this work due to the schedule available for finalizing the research. |
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