Week 9

Respond to the following:  If an organization has business processes that do not match any commercially available ERP, should the organization adopt an ERP?  Provide factors for and against and suggest other possible considerations that would factor in your reasoning.

Enterprise resource planning (ERP) systems are involved in number of software modules. Each section is naturally responsible for gathering and processing information for single business functions. If an organization business processes that do not match with commercial ERP it is good for the organization to adopt ERP systems within their organization which helps organization business processes to match with commercial through which it is beneficial for the organization to improve their business processes. According to Muscatello et.al 2003, organization can adopt few modules of ERP through which it helps them to change their business process to match the ERP system or on the other hand, organization can customize their business processes to match with ERP systems. It is possible to adopt ERP but at the same time some of the business processes are not fitted in ERP. Organization should take care of some of these factors while adopting ERP systems into their business processes.

• It is important for the organization to evaluate their objectives and requirements before implementing ERP systems. Organization must define their objectives and also organization should analyze which ERP system will suit for their organization business processes.
• It is necessary for the organization to think practically when it comes to project cost.
• While implementing ERP system it is important for the organization to analyze training cost because it is necessary to give training to their employees about new system. Training helps employees to enhance their knowledge towards new system.
• Organization should analyze all their business processes and also identify their core business processes through which organization knows which process should be customize and which can be ignored and can be done through documentation.

It is important for the organization to know that it is not always possible that enterprise resource planning will guide organization to give smooth performance after implementation. According to Soh et.al 2000, organization can face three types of misfits if organization needs are not met with the implementation of ERP system. The main reason why organization faces these problems because organization prefers their legacy system while implementing of ERP system within the organization.

• Data Misfits: This misfit arises from inconsistencies between organizational requirements and enterprise resource planning system packages in the terms of data formatting or relationships between entities which is underlying in data models.
• Functional Misfits:  This arises in the terms of processing procedures required between organizational requirements and ERP packages.
• Output Misfits: This arises in the form of presentation format and information content of the output.

Conclusion

The organization success in ERP implementation relies in the knowledge and understanding of the concept between the team members which plays an important role in implementation phase. As all organization knows the benefits of ERP implementation in the form of accurate communication channel, centralized database management, availability of various reports, real time tracking business processes and analysis and it produces transparency among all units in the organization and their customers. An ERP system automates some of the business processes with the help of standardization which is common for whole organization. Furthermore, successful ERP system can prove a boon to an organization in these competitive environments. It is a good option for the organization to adopt ERP system but it is important for the organization to adopt fewer modules of ERP and slowly adopting the fully ERP system. For that, it is important to check performance after that it is necessary to required significant and effective business process re-engineering to make business processes compatible with the ERP system.

 

References

Muscatello, JR, Small, MH & Chen, IJ, 2003, ‘Implementing Enterprise Resource Planning (ERP) Systems in Small and Midsize Manufacturing firms’ ,International Journal of Operations & Production Management, vol.23, no.8, pp. 850-871.

Soh, C, Kien, SS & Tay-Yap, J, 2000, ‘Cultural Fits and Misfits: Is ERP a Universal Solution?’ Communications of the ACM, vol. 43, no. 4, pp. 47-51.

SMEs share insights on adopting new enterprise resource planning, Science & Technology, viewed on 12 September 2013, https://www.youtube.com/watch?v=oCn_yQ8CUOk

2. Post an entry to your blog that answers the following questions:

 

1.     What was the most difficult assessment item you completed so far in COIT20230 this term?

Answer:  The most difficult assessment in this course was case study in which we have to write report    on Millicent Homes which was a construction company.

2.     What was difficult about it and how would you suggest it could be improved?

Answer: The difficulty about case study was they did not provide any architecture of the legacy system but on the other hand, they provide too much information about SAP. In this case study there was a question at the end that whether to choose SAP or stay with legacy system. According to my understanding of this case study I choose legacy system and at the same time it was hard for me to give relevant evidence to support my decision. I would suggest the assessment can be improved by providing equal about of information through which it would be easier for writes to support their decisions.

3.     If you could provide three (3) pieces of advice to a student who will be doing this course next term what would they be?

• Submit blogs on time.
• There is no exam for this course through which some students think we will do it easily. I used to think like this before enrolling into this course I must say you have to give your 100% all the time one bad task it all over so whatever you do always give your best short.
• I must say if you are in Melbourne University the staff here is very helpful and your lecturer will help you when you struck in your assignments and one more things do not copy from other assignments.

4.     How will you be able to use this knowledge/these skills in your future career?

Answer: I must say this is start for me in this course I understood so many concepts of ERP. This course enhanced my business skills.

week 6

Respond to the following:  Stuff-Up.Org (fictitious organization at the time or writing) has an ailing set of in-house developed legacy systems.  It has been decided that the IT department will be tasked to investigate the possibility of adopting an ES.   If they recommend ES adoption, then it has also been decided that they will be tasked with evaluating products and recommending a product to the CEO.  What might be wrong with this situation?  What problems do you see arising?

Nowadays organizations across the world prefer to adopt Enterprise Systems (ERP) in their companies through which organization can improve their effectiveness and efficiency in the terms of their functionality and potential. As it is not mentioned clearly why stuff-up want a new system in an organization on the other hand, to implement new system in the companies it is important for the organization to remove their legacy system but at the same time companies would assumed that because of different aspects which is related to businesses, to survive in this competitive era companies should aspect new ways of doing business through which it will improve their performance and at the same time it will give competitive edge over their competition. By implementing Enterprise System (ERP) organization can be benefited in the form of technical as well as strategically by investments in ERP. The main problem for the organization would come in the form of maintenance of Enterprise System. Other reasons by IT may endorse Enterprise System for the organization to implement this system in there organization.

Business and Technical aims

• It helps organization to eradicate data redundancy while entering the data.
• It helps organization to remove difficulty in analysing data.
• It also improves the IT architecture for the organization.
• It also helps organization to reduce their cost in computer operations.
• It helps organizations to grow their business.
• It helps to improve unsatisfactory business processes.
• It also cleans up data and records new data through standardization.
• It improves the decision making within the organization.

Enterprise system is used in all business processes of the organization such as finance, marketing, business solutions extra. It is important for the organization when they want to implement new system within the organization whether to give permission to IT department to choose new enterprise system. According to Motiwalla and Thompson (2012), it is important for the organization to involve everyone who includes management staff, managers extra which helps organization to select best enterprise system for the organization through which organization can achieve their goals and it also improves the performance of the organization.

 Stuff-up has decided to adopt new enterprise system over their legacy system. Stuff-up gives authority to choose best ERP system for the organization to IT department. On the other hand, IT department does not know the business processes and workflow of other department through which it is important for the IT department to conduct meeting with other department of the organizations to understand their workflow through which it helps them to know the requirements of the other department with new systems. IT department must know about the processes of other department such as instance time and skill constraint processes are done by human resource department, financial research and cost analysis are done by finance department and marketing people are involved in tasks such as customer satisfaction, vendor research extra ( Neves et.al 2004). It is important for the IT person to know how other department’s works through which it helps them to choose better ERP system which satisfies and fulfil the requirements of other department as well. Customization and process re-engineering business processes helps organization to match ERP working pattern to support their new system.

In other scenario, if ERP fails to support some of the organization business process which is not matched with their legacy system then it can be resulted as failure of ERP and it would be waste of money and time. To overcome this problem the best possible way for successful adoption of enterprise system is to select the committee within the organization through which people of each department of the company gives their views which helps organization to choose best ERP system for their organization.

Reference

Motiwalla, L & Thompson, J, 2012, ‘Enterprise Systems for Management’, 2^nd edn, Pearson Education, New Jersey.

Neves, D, Fenn, D and Sulcas P, 2004, ‘Selection of enterprise planning (ERP) systems’, South African Journal of business management, vol. 35, no. 1, pp. 45-52.

What is ERP (SAP), viewed on 5 August 2013, https://www.youtube.com/watch?v=lYCEQqSM08I.

Question 2. Examine assessment item 3. Following on from the previous week, provide a rough skeleton of what you are going to put in your conclusions

This section should briefly summarise the key facts established in Analysis and Recommendation sections.   You should conclude by making recommendations for how Millicent Homes should avoid the problems you have previously identified in any future ERP implementation. You should not introduce and new material in this section.

Week 7

One of key problems with ERPs is their minimal level of delivered reports. When should this become apparent and what are some options organizations have to address this? What impacts do these options have? What reason might there be for so few delivered reports? [Note: You may need to do so external research to understand this problem and answer these questions]

In enterprise resource planning (ERP) organizations can face one of the biggest issues which are related to reporting. ERP system can only deliver simple reports which are not flexible for example operational reports to the users. But this reports cannot be used in decision making through which it is insufficient for the organizations to analyse problems and it do not help to take high level decision. The company will face this problem when it comes to high level management when they want the reports for decision making. These reports are always lacks behind the accuracy, timeline and presentation through which existing ERP reports do not provide appropriate information which helps executives to analyse problem and this reports does not come on time through which it become hard for the organization to take appropriate action which effects the performance of the organization (Rosner 2002).

On other scenario, to overcome the problem of reporting some of the organization chooses spreadsheet which extracts the data from ERP in order to generate reports and at the same time some organization uses ERP reporting tools through which these tools have advantages and disadvantages as described below.

Spreadsheet-  

Some of the organizations use spreadsheet to generate report as it is flexible and easy to handle which helps organization to perform better in their given task. However, figures can be easily adjusted as a result the error can be detected easily through which it helps organization to take better decision which improves their performance. On the other hand, spreadsheets helps to control problem as you can generate multiple versions of report which helps organization to get better outcomes (Yarwood n.d.).

Extract the data into other systems

Enterprise Resource System works as a data warehouse. It helps organization to extract data from ERP system and it converts data from separate systems and with the help of business intelligent tools it helps to create report. It helps organization to generate report according to their requirement. On the other hand, this system has its own disadvantages such as it requires huge effort of IT team to transfer data from different formats to suit the other system and it is also important for the IT team that data should be secure, integral and complete. Moreover, organization spends money to gather data from ERP systems which price is high.

Reporting tools

Reporting tools help organization to integrate with their ERP system through which it can generate report directly from ERP systems which is designed for end users to view, modify and analyse and at the same time it also distribute business information via internet using web browser. It can generate the report which can be beneficial for the departments like finance department because it generate financial reporting which helps organization to save their amount. However, there is a limitation of reporting tools are that they are decided for the specific ERP solutions (Microsoft Dynamics 2009).

Reason might there be for so few delivered reports

The reason why small number of delivered report has been generated in Enterprise Resource Planning (ERP) system might be because of cost and organization wants to spend more money on commercial through which it helps to increase the sale of the organization in the form of their products, service extra. To overcome this problem organization must invest more to get flexible reports which helps them to take better decisions and it also fulfil the requirements of other business needs.

References

Cognizant n.d., Better Business Reporting – Leverage the Power of ERP Systems, viewed on 10 September 2013,http://www.cognizant.com/InsightsWhitepapers/Better_Business_Reporting.pdf.

Microsoft Dynamics 2009, Enterprise Reporting for Microsoft Dynamics ERP helps streamline complex financial analysis and reporting requirements across the enterprise, viewed 7 September 2013, http://www.microsoft.com/dynamics/en/gulf/products/enterprise-reporting.aspx.

Rosner, LJ 2002, Decision Point Solves Intimation ERP Reporting Problems, viewed 7 September 2013, http://mthink.com/content/decisionpoint-solves-imation%C2%92s-erp-reporting-problems.

Yarwood, P n.d., spent a fortune on your ERP and your users still live in spreadsheet? Viewed 7 September 2013, http://www.insightsoftware.com/docs/Executive_Briefing_-_Reporting.pdf.

Yarwood, PJ 2009, Myopia and how to avoid it. The 7 secrets to establishing a clear ERP reporting vision, viewed 7 September 2013, http://oldbrowser.insightsoftware.com/docs/E-Book_-_ERP_Reporting_Myopia.pdf.

Not-for-profit saves Costs, Improves Reporting with Sage 100 ERP, viewed on 7 September 2013, https://www.youtube.com/watch?v=VEelVqZJC_I.

Question 2. Examine assessment item 2. Following on from the previous two weeks, provide a rough draft of your introduction and your executive summary.

Executive Summary: The purpose of this section is to provide concise summary of the report which includes brief recommendations and conclusions.

Introduction:  The purpose of this section is to describe purpose and structure of the report which sets out how report is to be presented.

Week 8 Project Manager

What skills and attributes do you think an ERP project manager must have? Do you think these skills should include functional and/or technical knowledge of the product? Why/why not – justify your answer.

The ERP project manager (PM) plays an important role in the implementation of Enterprise Resource Planning (ERP) within the organization through which ERP system can benefits the entire organization or at the same time it can affect the organization in the form of money, time and opportunities missed by organization through implementation phase. If something went wrong in the implementation phase the project manager is the only person who is responsible for it. It is important for the project manager to deliver project safety, project should be on time, the project should be within budget and it is the duty of the project manager to fulfill the desired performance and quality standards which has been set by client (Sommerville, Craig & Hendry 2010).  Implementation of an ERP system within the organization is not just installation of software it includes multi-layered, multi-dimensional, time and resource based process. On the other hand, if project manager have some knowledge of ERP systems which helps PM to take corrective decisions while implementing ERP system within the company.  If PM does not know must about ERP system it is better for project manager to contact with right person within the organization which helps them to resolves the issue between core business processes in the implementation phase.

Project manager of an ERP needs several qualities and skills through which it helps project manager to take accurate decisions which help organization to improve their standards. The lack of technical skills can be improved by adding skillful people in a team on the other hand project manager should have enough experience to encounter messier  world of project management, which filled with inconsistences (Gary & Larson 2008, pp.334). Technical work is not that important for project manager but if PM has some knowledge about technical work it would be beneficial in the situations where some employee who are unavailable to do work which helps organization. On the other hand, technical knowledge can certainly help project manager to intervene, solve technical problems and insist on different approaches.

Here are some core attributes which is important for project manager:

• Relevant Experience: ERP system implementations is a critical and expensive project through which it can give profit to the organization or at the same time it can damage the project in the form of cost. It is important for the organization to choose those project managers who have experience in his/her own field through which it helps them to take correct decisions which helps other department of the organization.
• In Enterprise Resource Planning (ERP) system involves different tasks such as resource, time, money and goals extra. Project manager should know some tricks which help them to manage these tasks.
• Project manager feel confidence when it comes to decision making in front of top management in any circumstances and it is important for the project manager to back his/her own decisions.
• Project manager should take decisions smartly because while implementing ERP system in the organization is very costly process through which investor has his/her own prospects towards new system through which it will become a reason of conflict between stakeholders.
•  Project manager would be a good motivator when it comes to team work it is the responsibility for the project manager to set example through which it motivates the other members of the team. The project manager must have leadership qualities which helps PM to take decisions even if the project is driven by the project sponsor (Gunson, Blasis & Neary n.d).

Business and IT departments are two important parts of the organization which works for a same goal of making organization successful. Without this two departments organization cannot think to implement ERP system so it is important for the project manager to have business experience and technical skills which helps PM to serve as a bridge between these two groups.

References

Gary, CF & Larson, EW 2008, Project Management: the managerial process, 4^th edn, McGraw Hill, New York, USA.

Gunson, J, Blasis, J P & Neary, M n.d, Leadership in real time: A model of five levels of attributes needed by a project manager in erp implementations, viewed 4 September 2012, www2.warwick.ac.uk/fac/soc/wbs/conf/olkc/…/h-1_gunson.pdf

Motiwalla, LF & Thompson, J 2012, Enterprise systems for management, 2nd edn, Prentice Hall, New Jersey, USA.

Sommerville, J, Craig, N & Hendry, J 2010, ‘The role of the project manager: all things to all people?’, Structural Survey, vol. 28, no. 2, pp. 132 – 141.

People?’ Structural Survey, vol. 28, no. 2, pp. 132 – 141, (online Discover it @ CQUniversity Library).

New ERP project manager, viewed on 9 September 2013  https://www.youtube.com/watch?v=dfJ28OzjjMI.

Customization

Enterprise Resource Planning implementation has become a source of problem for most of     the organizations and one of the major problems for the organization is whether to customize their process or not. Customization effects the organization in the form of cost, time and training extra. One option is for those organizations who do not want to customize their processes. They can implement vanilla which suggests that there is no need to customization their process.  Most of the companies can choose one of the two options.

• Customize the ERP so that it can fit your business processes which help organization to gain more benefits in the form of cost reduction.
• Re-engineering of processes to adopt the best practices.

Customization

According to (C.Chen, 2009), customization is basically the last choice for an organization for intent to fit their business processes within the enterprise resource planning system. Customization indeed will bring much trouble some issues in terms of the cost, project delay and maintenances. One research indicated that “every-dollar spend on customization during implementation results in three-dollars cost each and every time that customization must be reinstalled in subsequent updates and release of system, which normally occur one or two times a year” ( Noyes, 2003).

Drawbacks of customization

• The system may be too complex measured against the actual needs of the customer.
• Resistance in sharing sensitive internal information between departments can reduce the effectiveness of the software.
• Some large organizations may have multiple departments with separate, independent resources, missions, chains of command extra and consolidation into a single enterprise may yield limited benefits.

Customization kills Innovation

Conclusion
In a company the entire ERP system cannot be customized the reason is it can cause risk to the assets of the company so patches are given for the module of the company which at a particular time is not functioning. So as a result the entire ERP system cannot be customized in one time patches are available to resolve the bugs of particular modules.

Reference

Davis, A 2005,’ERP Customisation Impacts on Strategic Alignment and System Agility, Proceedings of the 2005 Southern Association of Information Systems Conference’, pp. 249-255. viewed on 9th Aug 2013 http://sais.aisnet.org/2005/Davis.pdf  .

Noyes, J. W., 2003,’the ERP Dilemma: “Plain Vanilla” Versus Customer Satisfaction. Educause Quaterly’, PP.54-55.

Enterprise Resource Planning Implementation

Enterprise Resource Planning (ERP) are becoming more and more popular in organizations because of their major benefits like integration of data across the whole company, ERP has ability to have centralized IT support staff, if also provide consistency to other business sectors as well it also enhance security of their data. Implementing of an ERP is a long process and it also took some time and resources. ERP will allow organization to improve the flow of the process which helps them to achieve their goals. ERP also helps organization to outsource some of their divisions due to this organization can give more concentrate on their core business.

 

Implication for organization

Enterprise Resource planning helps organization to manage information of all departments rather collecting information from each department which would be time consuming. Enterprise resource planning provides end to end information management solution although there are many benefits of ERP but the main difficulty for the organization is cost. Mishra (2008) argues that ERP systems would be so complex packages which provide the whole organization stages. Thus with ERP there can be many undefended problems which affect the relationship between investment in Enterprise Resource Planning and the productivity of the company. There can be five stages in Enterprise Resource Planning Life Cycle (Haisbuan & Dantes, 2012).

• Project preparation.
• Technology selection.
• Project formulation.
• Implementation and development.
• Deployment.

 

Importance of change management in Enterprise Resource Planning implementation

ERP can change a company in several ways, such as
• Job changes Enterprise Resource Planning may make some jobs redundant which could mean that some employees may be reassigned to new departments. For employees it is important to learn new skills which helps the organization as well as for individual to take his or her career to next level.
• A switch in focus implementing ERP takes a business from a task oriented approach to a process oriented.
• Changes in employee relationships ERP will probably change the way many of our employee interact with one another.

Organization that adopts an ERP system they must know about the new changes which provide them with the competitive advantages, business requirements and continuous process improvement. ERP implication comes as following points.
• ERP improves their current processes.
• ERP helps organization to reduce their resources.
• Standardization.
• Costs
• Limiting the customization.

Conclusion
Through understanding of Enterprise Resource Planning these areas of implication those come with an ERP system has operational cost in maintaining the system. Through other various sources the implications of such system are high in cost. Overall the text chooses to break down the roles and paying less attention the continuation of the system.

Reference
Hasibuan, Z.A., & Dantes, G.R. 2012,’Priority of Key Success Factors (KSFS) on Enterprise Resource Planning (ERP) System Implementation Life Cycle’, Journal of Enterprise Resource Planning Studies, p1-15. 15p.
Mishra, A. 2008,’Enterprise Resource Planning for Global Economies: Managerial Issues and Challenges’. pg. 78-88.

Enterprise Resource Planning (ERP)

Companies implement Enterprise Resource Planning (ERP) systems to improve their efficiency and effectiveness. ERP also give companies an integrated real time view of its core business processes such as production, order processing and inventory management, tied together by ERP application software and a common database maintained by a database management system. ERP systems track business resources such as cost, raw materials and production capacity and it also shows the commitment made by the business such as customer order and employee payroll.Enterprise resource planning systems can run on a variety of computer hardware and network configurations.

Benefits of Enterprise Resource Planning

• Enterprise resource planning improves the quality and efficiency of a business which can lead better outputs that benefit the company such as customer service and manufacturing.
• ERP provides support to upper level management to provide them with critical decision making information.
• ERP also creates a more agile company that better adopts to change. ERP make a company more flexible.

Risks in Enterprise Resource Planning

• Customization is problematic.
• Re-engineering business processes to fit the ERP system may damage competitiveness or divert focus from other critical activities.
• ERP can cost more than less integrated or less comprehensive solutions.
• Overcoming resistance to sharing sensitive information between departments can divert management attention.
• Extensive training requirements take resources from daily operations.

In this case the main discussion is about organizations that do not want to change their processes with Enterprise Resource Planning. For this organization CSF are crucial where ERP system does not fit with the organization requirements. However, this procedure implicates high costs and issues by the time of upgrading to new versions.

Conclusion

Those organization who refuses to change their business processes at all they still have an option of customize their processes with ERP system to get the benefits describe for a high cost. The most recommendable choice for this type of organizations is that they can customize their crucial business process with ERP to keep their completive advantage over others.

Reference

Stemberger M, Vuksic V, Kovaic A, 2009, ‘Business Process Modelling as a Critical Success Factor in Implementing an ERP System’, South East European Journal of Economics & Business, Vol. 4, no. 2, pp. 89-96, (online Ebscohost)

Shadow System

Shadow Systems

Shadow systems are “systems which replicate in full or in part data and functionality of the legitimate systems of the organization” (Behrens and Sedera, 2004). It is a term to describe information which was developed by end users to support specific needs on the functional silos inside an organization. Shadow systems are primarily developed as Microsoft excel spreadsheets, Microsoft access database/reports/forms or similar tools (Strong and Volkoff, 2004 cited in jones et al 2004). However, it may be developed by an experienced software developer and the reliability of a solution coming from the IT/IS department.

In shadows system there is lacks of documentation, testing and are not secured as a formal engineered solution. In terms of costs, shadow systems are less expensive; it takes less time and is more flexible to develop. However, shadow systems are easier solutions to develop comparing to Enterprise System (ES) which receive extensive testing, documentation for support and greater reliability of data. The major cost of a shadow system is associated with the replication effort and subsequent redundant workload and data integrity and quality problems (Behrens and Sedera, 2004).

Framework of Shadow Systems

Figure 1: Factors causing shadow systems in an ERP system context (adopted from Behrens and Sedera, 2004)

This framework illustrates that shadow systems arise due to a construct termed the “gap”. This gap is divided between the requirements of the various stakeholders within an organization. In this gap there is a combination of causal and intervening conditions. In causal conditions it is a set of events that influence the creation of the gap which include nature of the people, business process and how technology performs when ES is implemented. On the other hand, intervening conditions which alter the impact of the causal condition in the form of resources and support for the shadow system.

Demerits of shadow Systems

The major issues are:

• Poor design
• Scalability
• Documentation
• Lack of testing
• Security
• Liable of errors
• Backups
• Inconsistency of data

Enterprise Resource Planning (ERP)

Enterprise Resource Planning (ERP) improves the company’s business processes. ERP is an enterprise system meant to integrate data and support all major functions of an organization. The role of an ERP system is to create a dynamic and immediate flow within the company increasing the usefulness and value of the data. Integrated system gives benefits to an organization in the form of cost reduction, improves business process, heightened productivity and increased the agility of the organization (Davenport, 1998, Markus and Tanis, 2000 cited in Jones et al, 2004).

Conclusion

Shadow system may also become a threat for the organization in the form of customers, staff or suppliers as it hold the information about companies’ confidential data which can be modified easily. Eliminating shadow systems from the organization helps to solve the compliance issues within the organization. Other threads involves in shadow system is waste of money and time. Maintenance will increase the cost of the organization and to enter the information in parallel takes a lot of time which is not good for business process. Shadow system works in excel, spreadsheet extra some people find it difficult to work on this software’s which is not good for the organization. In shadow system lack of documentation are required to complete the work, security risk is on high because whoever write the documentation knows the important information about the organization.

 

Reference

Jones, D, Behrens, S, Jamieson, K & Tansley, E 2004, ‘The Rise and Fall of a Shadow System: Lessons for Enterprise System Implementation, pp. 1-15, viewed 21 July 2013, http://davidtjones.wordpress.com/publications/the-rise-and-fall-of-a-shadow-system-lessons-for-enterprise-system-implementation/

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