Customer Satisfaction as a Critical Success Factor for ERP Design

Jamie Plunkett, Craig Gelowitz

2022

Abstract

Enterprise Resource Planning (ERP) systems have been an important tool in managing business processes in corporations worldwide. This paper briefly looks at some popular business process analysis methodologies such as Balanced Scorecard and Critical Success Factors (CSF). It also includes a customer satisfaction analysis as a supplementary mechanism to design and implement an ERP system for small to mid-size enterprises (SMEs). In addition to the traditional metrics, customer satisfaction is included as a critical success factor that drives the changes to business processes and provide insight into the design of an effective ERP for an SME.

Paper Citation

in Harvard Style

Plunkett J. and Gelowitz C. (2022). Customer Satisfaction as a Critical Success Factor for ERP Design. In Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-569-2, pages 114-118. DOI: 10.5220/0011065700003179

in Bibtex Style

@conference{iceis22,
author={Jamie Plunkett and Craig Gelowitz},
title={Customer Satisfaction as a Critical Success Factor for ERP Design},
booktitle={Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2022},
pages={114-118},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011065700003179},
isbn={978-989-758-569-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Customer Satisfaction as a Critical Success Factor for ERP Design
SN - 978-989-758-569-2
AU - Plunkett J.
AU - Gelowitz C.
PY - 2022
SP - 114
EP - 118
DO - 10.5220/0011065700003179