Benefícios e satisfação de uso de um ERP: estudo de caso em uma multinacional brasileira

Abstract

This research focused on the users' perception of an integrated system, recently implemented by a Brazilian engineering multinational. This system integrates several and complex operations and its implementation presents risks of both technological and human nature. Then this work, elaborated through a case study with quantitative and qualitative analyzes, sought to present a reasoned evaluation of the integrated system implemented by the company about two years ago. The research was based on the dimensions of the DeLone and McLean Information Systems Success Model, a framework that integrates many research results into information systems. The assessment found that users perceived the benefits, the quality of the system and are satisfied in similar measures. Despite this, the quality of the support service offered and the system information can still improve. The evaluation also identified the underutilization of the integrated system by users. The research also investigated the behavior of five hypotheses through statistical techniques, where the results indicated that the use is associated to the ease, flexibility and compatibility of the system and also to its probable benefits; that the geographic location of the users was significant to explain differences in perceptions among users; and that accounting professionals believe that the system is more agile than other professionals. The lack of training was highlighted by the users and the concurrent adoption of a Shared Services Center by the company favored the implementation of the system. This research sought to promote the meeting of managers and users of the integrated system, even knowing that the evaluation of a manager is different from the evaluation of a user, but both are important to reach the broad conclusions, because they refer to the social nature of the individual. The conclusions may not be widely observed, but they refer to a wide range of possible diligences for other authors.