The Importance of Realistic Customer Expectations of ERP Effects for Customer Satisfaction Who we are Frida Eklöf, Erik Spieler and Oleg Tukh MSc students at The Norwegian School of Management BI Sandvika, majoring in IT- Management. Why we are doing this interview This interview is part of a research project that involves all members of our cohort. The aim of our project is to examine the importance of expectations of ERP systems for customer satisfaction, and as a managerial implication of this, study in what ways ERP vendors may manage their customer expectations to become more realistic. The final result will be published as a chapter in a web-book that will be made publicly available online What information will be shared and with whom The notes taken during this interview (if allowed) and the recording (if allowed) will not be part of the final report and will not be posted in the web-book. If allowed, the recording and the notes will only be available to the students making this interview and the course instructor. The final report, however, will be publicly available online. The respondents name and company affiliation will remain anonymous, unless the respondent desires to make either of these pieces of information known and be included in the web-book. Definition of constructs Customer satisfaction is; the extent to which a product's perceived performance matches a buyer’s expectations. If the product's performance falls short of expectations, the buyer is dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or delighted. ERP Expectations are; the pre-purchase/implementation belief of ERP effects. An ERP Effect is: a change that is a result or consequence of an ERP deployment. Questions 1. Background and Initiation 1.1. Your age? 1.2. Your educational background? (Degrees earned) 1.3. Do you have management responsibilities? (Are there other employees that report to you/that you supervise?) 1.4. Your place in the organization (IT-department, Line unit) 1.5. Your present position 1.6. Your work experience (position, start-end, type of projects) 2.0. ERP project experiences 2.1. What kind of ERP systems do you sell? 2.2. What effects does your ERP systems have in an organizations? 2.3. What does your customers wish to accomplish by implementing your ERP system? What are their expectations? 2.4. In the initial stage, are the customers’ expectations (as you interpret them) align with what your ERP system can deliver. 2.5. In what ways are customer satisfaction important for you on behalf of your company (e.g. returning customers, reputation leading to new customers) 2.6. Do you (on behalf of your company) think realistic expectations are important for customer satisfaction? Why/Why not? 2.7. How do you/your company create more realistic customer expectations? - Customer training and education, feedback (e.g. product specifications, implementation procedure information etc) - Presenting the ERP system as a way of doing business rather than a software package. - Involving change management and business process reengineering consultants in planning/implementation/evaluation stages. - Involving prior customers in meetings with prospective/new customers. 2.8. How do you/your company educate/train your customers in understanding the ERP systems capabilities and using the system? 2.9. What kind of role do you (i.e. consultants from your company) play in the ERP venture throughout the deployment process (planning, implementing, evaluation etc). 2.10. How long time does it take before the effects, in form of expected benefits, become visible in an organization deploying an ERP system? 2.11. Do you experience a change in customer demand during the implementation of the ERP system? What consequences do this have? 2.12. What do you think is most challenging with implementing an ERP system, the organizational aspects or the technical implementation? How do you meet these challenges? Thank you for your participation!
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