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Authors: Jamie Plunkett and Craig M. Gelowitz

Affiliation: Faculty of Engineering and Applied Science, University of Regina, 3737 Wascana Parkway, Regina, Canada

Keyword(s): Enterprise Resource Planning, Balanced Scorecard Approach, As-Is To-Be Methodology, Critical Success Factors, Small and Midsized Enterprise, Customer Satisfaction Analysis.

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.

CC BY-NC-ND 4.0

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Paper citation in several formats:
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 2: ICEIS; ISBN 978-989-758-569-2; ISSN 2184-4992, SciTePress, pages 114-118. DOI: 10.5220/0011065700003179

@conference{iceis22,
author={Jamie Plunkett. and Craig M. Gelowitz.},
title={Customer Satisfaction as a Critical Success Factor for ERP Design},
booktitle={Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 2: ICEIS},
year={2022},
pages={114-118},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011065700003179},
isbn={978-989-758-569-2},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 24th International Conference on Enterprise Information Systems - Volume 2: ICEIS
TI - Customer Satisfaction as a Critical Success Factor for ERP Design
SN - 978-989-758-569-2
IS - 2184-4992
AU - Plunkett, J.
AU - Gelowitz, C.
PY - 2022
SP - 114
EP - 118
DO - 10.5220/0011065700003179
PB - SciTePress

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