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Post-Implementation Success Factors for Enterprise Resource Planning (Erp) Student Administration Systems in Higher Education In

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Post-Implementation Success Factors for Enterprise Resource Planning (Erp) Student Administration Systems in Higher Education In University of Central Florida STARS Electronic Theses and Dissertations, 2004-2019 2009 Post-implementation Success Factors For Enterprise Resource Planning (erp) Student Administration Systems In Higher Education In Linda Sullivan University of Central Florida Part of the Educational Leadership Commons Find similar works at: https://stars.library.ucf.edu/etd University of Central Florida Libraries http://library.ucf.edu This Doctoral Dissertation (Open Access) is brought to you for free and open access by STARS. It has been accepted for inclusion in Electronic Theses and Dissertations, 2004-2019 by an authorized administrator of STARS. For more information, please contact [email protected]. STARS Citation Sullivan, Linda, "Post-implementation Success Factors For Enterprise Resource Planning (erp) Student Administration Systems In Higher Education In" (2009). Electronic Theses and Dissertations, 2004-2019. 3884. https://stars.library.ucf.edu/etd/3884 POST-IMPLEMENTATION SUCCESS FACTORS FOR ENTERPRISE RESOURCE PLANNING (ERP) STUDENT ADMINISTRATION SYSTEMS IN HIGHER EDUCATION INSTITUTIONS by LINDA S. SULLIVAN B.P.A. Embry-Riddle Aeronautical University, 1986 M.B.A. Embry-Riddle Aeronautical University, 1988 A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Education in the Department of Educational Research, Technology, and Leadership in the College of Education at the University of Central Florida Orlando, Florida Summer Term 2009 Major Professor: William C. Bozeman © 2009 Linda S. Sullivan ii ABSTRACT This research study investigated the post-implementation experiences of 6 higher education institutions following the initial implementation of a Student Administration ERP system and explored how these institutions used the post-implementation phase to maximize the benefits from the ERP system. A mixed-method approach consisting of an online survey and qualitative case study was utilized for data collection; within-case and cross-case analyses were performed to generate the research results and findings. The overall post-implementation experiences of the case study institutions were found to be similar in nature, regardless of institution size. Several post-implementation characteristics were also found to be shared in varying degree among all case studies. Customizations and third-party software were used by all case studies in post- implementation to meet operational needs not provided by the Student ERP system. The number of customizations and enhancements completed or under consideration by the case study institutions indicate that there are many areas in which current Student ERP systems do not fit the needs of higher education institutions. The results of this research can inform and guide higher education administrators on the institutional impacts and changes that will occur in the ERP post-implementation environment. Administrators will be enabled to better evaluate the overall success of their project based upon post- implementation characteristics and experiences of the institutions in this study and apply the outcomes to improve planning for future ERP system projects. iii This is dedicated with love and gratitude to my beloved husband, John, our cherished children, John and Jessica, and our precious grandchildren. And to my Mother, who continues to live, laugh and love. iv ACKNOWLEDGMENTS I would like to express my sincere appreciation and gratitude for those whose support and encouragement were invaluable to me in the completion of this journey. To the CIOs and all the interview participants at the case study institutions for so generously supporting my research efforts with their time and candor, without which this study would not have been possible. To my advisor, Dr. William Bozeman, whose gentle guidance, counsel, and constant encouragement kept me moving forward to reach the end goal. To my committee members, who were always so generous with their time, expertise and support: Dr. Taylor Ellis, for sharing his interest and experience in higher education technology and for asking the tough questions; Dr. Debbie Hahs-Vaughn, for making research methodology and statistics understandable for me and for her insightful reviews of my dissertation drafts; and Dr. George Pawlas, for his writing expertise and attention to detail which challenged me to be more accurate and precise in the preparation of this dissertation. To my friend and supervisor, Dr. Paige Borden, for her initial challenge which started me on this journey, and for her unflagging encouragement and support throughout, especially during the final demanding months of writing. v To my friends and co-workers in the Institutional Research Office who have so graciously supported and cheered me on, and to the staff in the Operational Excellence and Assessment Support Office who reviewed my online survey and offered suggestions which greatly improved my original design efforts. Most importantly, to my family, who have been at my side throughout this journey and who have been my mainstay. I am so grateful for their understanding, caring, unselfishness, and cheers of “Dr. Mom” that kept me buoyed, especially during the challenging times. I love you all! vi TABLE OF CONTENTS LIST OF FIGURES ........................................................................................................... xi LIST OF TABLES ............................................................................................................ xii CHAPTER I INTRODUCTION ......................................................................................... 1 Purpose of the Study ....................................................................................................... 4 Statement of the Problem ................................................................................................ 4 Research Questions ..................................................................................................... 5 Definition of Terms......................................................................................................... 5 Design of the Study ......................................................................................................... 8 Online Survey ............................................................................................................. 9 Case Study Design .................................................................................................... 11 Case Study Protocol .................................................................................................. 13 Data Collection and Analysis.................................................................................... 17 Delimitations and Limitations ....................................................................................... 20 Significance of the Study .............................................................................................. 20 CHAPTER II REVIEW OF LITERATURE .................................................................... 22 Evolution of ERP Research .......................................................................................... 22 Research Approaches .................................................................................................... 29 vii Defining Success ....................................................................................................... 30 ERP Life Cycle Models ............................................................................................ 33 Critical Success Factors ............................................................................................ 38 Alternative Process-Oriented Approaches ................................................................ 45 Work and Organizational Theory Applications ........................................................ 52 ERP and Organizational Fit .......................................................................................... 54 ERPs and Higher Education.......................................................................................... 55 Post-Implementation ..................................................................................................... 57 Second Wave Research ............................................................................................. 57 Directions for Future Research ................................................................................. 58 CHAPTER III METHODOLOGY ................................................................................... 60 Design of the Study ....................................................................................................... 60 Online Survey ........................................................................................................... 61 Case Study Design .................................................................................................... 65 Case Study Protocol .................................................................................................. 72 Data Collection and Analysis.................................................................................... 80 Researcher as Instrument .............................................................................................. 84 CHAPTER IV RESEARCH ............................................................................................. 86 viii Online Survey Results..................................................................................................
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