The rise in global competition and increased demand for services from companies and public institutions brought about a challenge in the management of customer information. Poor customer information management has often led to dissatisfaction of customers’ needs since organizations fail to meet their expectations. The gradual growth of technology brought about the Enterprise Resource Planning (ERP) systems that companies and public institutions have over time implemented to assist in the management of customers’ information. However, most public institutions and companies majorly go wrong in implementing the ERP system solutions yielding more customer dissatisfaction (Sommer, 2011). This project aims at looking into the proper approaches of integrating ERP solutions for public and private institutions to help them properly manage customer information and eventually improve customer satisfaction.
An Enterprise Resource Planning (ERP) refers to a packaged system software that allows a firm to not only automate and integrate its business processes but also share real-time information and data across the entire firm (Wallace and Kremzar, 2001). Public institutions and companies have often had difficulties in selecting ERP solutions that are geared towards the desired outcomes making the implementation process difficult and unsuccessful. Most organizations are often lured by developer guarantees of improved productivity, streamlined operations, and cost savings only for them to end up not achieving their ERP implementation objectives.
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The project will first seek to establish the challenges that public and private institutions face in selecting and integrating suitable ERP systems for their desired functionalities. That will be vital in ensuring firms develop appropriate strategies to overcome the underlying challenges in ERP implementation. There shall also be the identification and discussion of contextual factors that influence the implementation of ERP systems both within and outside the organizational scope to include issues like regulatory requirements, cultural, and social factors. Moreover, the project shall seek to identify the differences in ERP implementation practices between the public and private organizations if any that affect their success. The project will eventually propose appropriate solutions and proper processes for successful ERP implementation.
The public administration sector has in the recent past been faced with the challenge of inefficiencies and lack of transparency in processes. These challenges also led to poor customer experiences, and poor accountability making the public sector prone to possible losses through misappropriation of public resources. Integration of ERP systems into the public administration sector helps cure some of the systematic inefficiencies and improve accountability as well as customer experience. According to Hurbean (2009), ‘‘as governments work to transform their environments from an internal resource optimization to a process integration and external collaboration focus, ERP is proven to significantly increase efficiency, improve information access, reduce total cost of ownership, and help the government achieve the highest levels of accountability and constituent service.’’ The public administration sector, therefore, stands a great chance of increasing its efficiency and public satisfaction through the proper implementation of suitable ERP systems.
Conclusively, the project will determine the appropriate approaches to successfully integrating the ERP systems for the benefit of the public and organizational customers. That will cure the inefficiencies that come with the mismanagement of customer and public information or data that often cause dissatisfaction due to poor customer knowledge.
References
Hurbean, L. (2009). Issues with Implementing ERP in the Public Administration. West University from Timisoara (Romania), Faculty of Economics and Business Administration, MPRA Paper No. 14160 .
Sommer, R. (2011). Public Sector ERP Implementation: Successfully Engaging Middle- Management. SSRN Electronic Journal .
Wallace, T. F., & Kremzar, M. H. (2001). ERP: Making it happen: The implementers guide to success with enterprise resource planning . New York: Wiley.
