Analysis of Impact on ERP CustomizationModule Using CSR Data


Byung-Keun Yoo, Seung-Hee Kim, Journal of Information Processing Systems Vol. 17, No. 3, pp. 473-488, Jun. 2021  

https://doi.org/10.3745/JIPS.04.0215
Keywords: Customization, ERP, Information System, Package Software, Project Cost Calculation
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Abstract

"The enterprise resource planning (ERP) system is a standardized and advanced business process that many companies are implementing now-a-days through customization. However, it affects the efficiency of operations as these customizations are based on uniqueness. In this study, we analyzed the impact of customized modules and processing time on customer service request (CSR), by utilizing the stacked CSR data during the construction and operation of ERP, focusing on small and medium-sized enterprises (SMEs). As a result, a positive correlation was found between unit companies and the length of ERP implementation; ERP modules and the length of ERP implementation; ERP modules and unit companies; and the type of ERP implementation and ERP module. In terms of CSR, a comparison of CSR processing time of CBO (customized business object) module and STD (standard) module revealed that while the five modules did not display statistically significant differences, one module demonstrated a statistically very significant difference. In sum, the analysis indicates that the CBO-type CSR and its processing cost are higher than those of STD-type CSR. These results indicate that companies planning to implement an ERP system should consider the ERP module and their customization ratio and level. It not only gives the theoretical validity that should be considered as an indicator for decision making when ERP is constructed, but also its implications on the impact of processing time suggesting that the maintenance costs and project scheduling of ERP software must also be considered. This study is the first to present the degree of impact on the operation and maintenance of customized modules based on actual data and can provide a theoretical basis for applying SW change ratio in the cost estimation of ERP system maintenance."


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Cite this article
[APA Style]
Yoo, B. & Kim, S. (2021). Analysis of Impact on ERP CustomizationModule Using CSR Data. Journal of Information Processing Systems, 17(3), 473-488. DOI: 10.3745/JIPS.04.0215.

[IEEE Style]
B. Yoo and S. Kim, "Analysis of Impact on ERP CustomizationModule Using CSR Data," Journal of Information Processing Systems, vol. 17, no. 3, pp. 473-488, 2021. DOI: 10.3745/JIPS.04.0215.

[ACM Style]
Byung-Keun Yoo and Seung-Hee Kim. 2021. Analysis of Impact on ERP CustomizationModule Using CSR Data. Journal of Information Processing Systems, 17, 3, (2021), 473-488. DOI: 10.3745/JIPS.04.0215.