HUMAN, CONTEXTUAL, AND PROCESSUAL ISSUES INFLUENCING ENTERPRISE SYSTEM USE

Once enterprise systems (ES) are set in place, the question most frequently asked by companies is whether they are realizing the investment value. First, organizations have had innumerable problems in finishing implementations on time and on budget as planned. Now, it seems that there are problems in reaching the planned business results. The ES post-implementation phase is a new concern. This research-in-progress paper shows the preliminary results of the human, contextual, and processual issues influencing the ES-use. The findings from the first site show that ES-use evolves in a virtuous continuous improvement cycle. Human, contextual and processual issues define the way as the use of the system evolves over time. As requirements are satisfied and new opportunities are detected, the system is used more extensively to perform relevant functions: decision support, work integration, and customer service.