{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,14]],"date-time":"2025-11-14T10:32:19Z","timestamp":1763116339624,"version":"3.41.2"},"reference-count":35,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2013,4,12]],"date-time":"2013-04-12T00:00:00Z","timestamp":1365724800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,4,12]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>Delivering benefits from ERP II is challenging and the purpose of this paper is to investigate the allocation of resources contributing towards benefits realisation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>A case\u2010study investigation was based on a five\u2010month placement within the project team of an organisation implementing ERP II. A critical success factors (CSF) phasing model was developed in order to categorise invested resources. Participant observations formed the first stage of the research and two years post implementation the observations were presented back to four key members of the project team to identify which invested resources contributed towards benefits realisation. Subsequently, the findings were presented to seven supplier organisations to validate the CSFs required to deliver benefits realisation from ERP II implementations.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>This research has identified 19 CSFs for ERP II, contributing an additional six to those already outlined in literature. A critical pathway for ERP II implementations has been presented, allowing the identified CSFs to be tackled at the appropriate stages of the implementation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This is the first time CSFs have been allocated to different phases of the implementation lifecycle using a structured model. As a result, resources contributing towards benefits realisation can be more effectively applied, saving the organisation valuable resources.<\/jats:p><\/jats:sec>","DOI":"10.1108\/17410391311325207","type":"journal-article","created":{"date-parts":[[2013,4,24]],"date-time":"2013-04-24T05:39:00Z","timestamp":1366781940000},"page":"218-234","source":"Crossref","is-referenced-by-count":16,"title":["Ensuring benefits realisation from ERP II: the CSF phasing model"],"prefix":"10.1108","volume":"26","author":[{"given":"Andrew","family":"Lawrence Norton","sequence":"first","affiliation":[]},{"given":"Yvette","family":"May Coulson\u2010Thomas","sequence":"additional","affiliation":[]},{"given":"Colin Joseph","family":"Coulson\u2010Thomas","sequence":"additional","affiliation":[]},{"given":"Colin","family":"Ashurst","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022020120225182600_b1","doi-asserted-by":"crossref","unstructured":"Akkermans, H. and Van Helden, K. (2002), \u201cVicious and virtuous cycles in ERP implementation: a case study of interrelations between critical success factors\u201d, European Journal of Information Systems, Vol. 11 No. 1, pp. 35\u201046.","DOI":"10.1057\/palgrave.ejis.3000418"},{"key":"key2022020120225182600_b2","doi-asserted-by":"crossref","unstructured":"Ashurst, C., Doherty, N.F. and Peppard, J. (2008), \u201cImproving the impact of IT development projects: the benefits realization capability model\u201d, European Journal of Information Systems, Vol. 17 No. 4, pp. 352\u2010370.","DOI":"10.1057\/ejis.2008.33"},{"key":"key2022020120225182600_b3","doi-asserted-by":"crossref","unstructured":"Beatty, R.C. and Williams, C.D. (2006), \u201cERP II: best practices for successfully implementing an ERP upgrade\u201d, Communications of the ACM, Vol. 49 No. 3, pp. 105\u2010109.","DOI":"10.1145\/1118178.1118184"},{"key":"key2022020120225182600_b4","doi-asserted-by":"crossref","unstructured":"Beheshti, H.M. and Beheshti, C.M. (2010), \u201cImproving productivity and firm performance with enterprise resource planning\u201d, Enterprise Information Systems, Vol. 4 No. 4, pp. 445\u2010472.","DOI":"10.1080\/17517575.2010.511276"},{"key":"key2022020120225182600_b5","doi-asserted-by":"crossref","unstructured":"Chung, S.H. and Snyder, C.A. (2000), \u201cERP adoption: a technological evolution approach\u201d, International Journal of Agile Management Systems, Vol. 2 No. 1, pp. 24\u201032.","DOI":"10.1108\/14654650010312570"},{"key":"key2022020120225182600_b6","doi-asserted-by":"crossref","unstructured":"Clegg, C., Axtell, C., Damodaran, L., Farbey, B., Hull, R., Lloyd\u2010Jones, R., Nicholls, J., Sell, R. and Thomlinson, C. (1997), \u201cInformation technology: a study of performance and the role of the human and organizational factors\u201d, Ergonomics, Vol. 40 No. 9, pp. 851\u2010871.","DOI":"10.1080\/001401397187694"},{"key":"key2022020120225182600_b7","unstructured":"Corbin, J. and Strauss, A. (2008), Basics of Qualitative Research, 3rd ed., Sage, Thousand Oaks, CA."},{"key":"key2022020120225182600_b8","unstructured":"Denscombe, M. (2002), Ground Rules for Good Research: A 10 Point Guide for Social Research, Open University Press, Maidenhead."},{"key":"key2022020120225182600_b9","doi-asserted-by":"crossref","unstructured":"Finney, S. and Corbett, M. (2007), \u201cERP implementation: a compilation and analysis of critical success factors\u201d, Business Process Management Journal, Vol. 13 No. 3, pp. 329\u2010347.","DOI":"10.1108\/14637150710752272"},{"key":"key2022020120225182600_b10","doi-asserted-by":"crossref","unstructured":"Flynn, B.B., Sakakibara, S., Schroeder, R.G., Bates, K.A. and Flynn, J.E. (1990), \u201cEmpirical research methods in operations management\u201d, Journal of Operations Management, Vol. 9 No. 2, pp. 250\u2010284.","DOI":"10.1016\/0272-6963(90)90098-X"},{"key":"key2022020120225182600_b11","unstructured":"Hodgson, P. (1987), A Practical Guide to Successful Interviewing, McGraw\u2010Hill, London."},{"key":"key2022020120225182600_b12","unstructured":"IBM (2007), \u201cBradford council begins major transformation to improve customer service and efficiency\u201d, available at: www\u2010304.ibm.com\/easyaccess\/fileserve?contentid=79910 (accessed 18 March 2012)."},{"key":"key2022020120225182600_b13","unstructured":"IBM (2010), \u201cBradford council transforms internal processes with IBM and SAP\u201d, available at: www\u201001.ibm.com\/software\/success\/cssdb.nsf\/CS\/STRD\u20107ZEGHQ?OpenDocument&Site=default&cty=en_us (accessed 16 February 2010)."},{"key":"key2022020120225182600_b14","doi-asserted-by":"crossref","unstructured":"King, S.F. and Burgess, T.F. (2008), \u201cUnderstanding success and failure in customer relationship management\u201d, Industrial Marketing Management, Vol. 37 No. 4, pp. 421\u2010431.","DOI":"10.1016\/j.indmarman.2007.02.005"},{"key":"key2022020120225182600_b15","doi-asserted-by":"crossref","unstructured":"Koh, S.C.L., Gunasekaran, A. and Goodman, T. (2011), \u201cDrivers, barriers and critical success factors for ERPII implementation in supply chains: a critical analysis\u201d, Journal of Strategic Information Systems, Vol. 20 No. 4, pp. 385\u2010402.","DOI":"10.1016\/j.jsis.2011.07.001"},{"key":"key2022020120225182600_b16","unstructured":"Kvale, S. (1996), InterViews: An Introduction to Qualitative Research Interviewing, Sage, Thousand Oaks, CA."},{"key":"key2022020120225182600_b17","unstructured":"Markus, M.L. and Tanis, C. (2000), \u201cThe enterprise systems experience \u2013 from adoption to success\u201d, in Zmund, R.W. (Ed.), Framing the Domains of IT Management: Projecting the Future Through the Past, Pinnaflex Educational Resources, Cincinnati, OH, pp. 173\u2010207."},{"key":"key2022020120225182600_b18","doi-asserted-by":"crossref","unstructured":"Markus, M.L., Axline, S., Petrie, D. and Tanis, C. (2000), \u201cLearning from adopters\u2019 experiences with ERP: problems encountered and successes achieved\u201d, Journal of Information Technology, Vol. 15 No. 4, pp. 245\u2010265.","DOI":"10.1177\/026839620001500402"},{"key":"key2022020120225182600_b19","doi-asserted-by":"crossref","unstructured":"Mehta, N., Oswald, S. and Mehta, A. (2007), \u201cInfosys Technologies: improving organizational knowledge flows\u201d, Journal of Information Technology, Vol. 22 No. 4, pp. 456\u2010464.","DOI":"10.1057\/palgrave.jit.2000115"},{"key":"key2022020120225182600_b20","doi-asserted-by":"crossref","unstructured":"Melville, N., Kraemer, K. and Gurbaxani, V. (2004), \u201cInformation technology and organisational performance: an integrative model of IT business value\u201d, MIS Quarterly, Vol. 28 No. 2, pp. 283\u2010322.","DOI":"10.2307\/25148636"},{"key":"key2022020120225182600_b21","unstructured":"Miles, M. and Huberman, A.M. (1984), Qualitative Data Analysis. A Sourcebook of New Methods, Sage, London."},{"key":"key2022020120225182600_b22","unstructured":"Miles, M.B. and Huberman, A.M. (1994), Qualitative Data Analysis, Sage, Thousand Oaks, CA."},{"key":"key2022020120225182600_b23","doi-asserted-by":"crossref","unstructured":"M\u00f8ller, C. (2005), \u201cERP II: a conceptual framework for next\u2010generation enterprise systems?\u201d, Journal of Enterprise Information Management, Vol. 18 No. 4, pp. 483\u2010497.","DOI":"10.1108\/17410390510609626"},{"key":"key2022020120225182600_b24","doi-asserted-by":"crossref","unstructured":"Ndede\u2010Amadi, A.A. (2004), \u201cWhat strategic alignment, process redesign, enterprise resource planning, and e\u2010commerce have in common: enterprise\u2010wide computing\u201d, Business Process Management Journal, Vol. 10 No. 2, pp. 184\u2010199.","DOI":"10.1108\/14637150410530253"},{"key":"key2022020120225182600_b25","unstructured":"Norton, A.L., Coulson\u2010Thomas, Y.M., Coulson\u2010Thomas, C.J. and Ashurst, C. (2011), \u201cEstablishing a critical ERPII implementation pathway for customer facing organisations\u201d, proceedings of UK Academy for Information Systems (UKAIS), Oxford, 11\u201013 April (CD ROM)."},{"key":"key2022020120225182600_b26","doi-asserted-by":"crossref","unstructured":"Norton, A.L., Coulson\u2010Thomas, Y.M., Coulson\u2010Thomas, C.J. and Ashurst, C. (2012), \u201cDelivering training for highly demanding information systems\u201d, European Journal of Training and Development, Vol. 36 No. 6, pp. 646\u2010662.","DOI":"10.1108\/03090591211245530"},{"key":"key2022020120225182600_b27","unstructured":"O'Brien, J. (1984), \u201cHow do market researchers ask questions?\u201d, Journal of the Market Research Society, Vol. 26 No. 2, pp. 93\u2010107."},{"key":"key2022020120225182600_b28","doi-asserted-by":"crossref","unstructured":"Pan, S.L. and Lee, J.N. (2003), \u201cUsing e\u2010CRM for a unified view of the customer\u201d, Communications of the ACM, Vol. 46 No. 4, pp. 95\u201099.","DOI":"10.1145\/641205.641212"},{"key":"key2022020120225182600_b29","unstructured":"Rockart, J.F. (1979), \u201cChief executives define their own data needs\u201d, Harvard Business Review, Vol. 57 No. 2, pp. 81\u201093."},{"key":"key2022020120225182600_b30","unstructured":"Sekaran, U. (2003), Research Methods for Business: A Skill Building Approach, 4th ed., Wiley, Hoboken, NJ."},{"key":"key2022020120225182600_b31","doi-asserted-by":"crossref","unstructured":"Sharif, A.M. and Irani, Z. (2005), \u201cEmergence of ERPII characteristics within an ERP integration context\u201d, proceedings of the Eleventh Americas Conference on Information Systems (AMCIS), Omaha, NE, 11\u201014 August (CD ROM).","DOI":"10.1057\/palgrave.ejis.3000533"},{"key":"key2022020120225182600_b32","doi-asserted-by":"crossref","unstructured":"Siragher, N. (1999), \u201cEnterprise resource planning \u2013 the end of the line for the sales automation market and a major step towards sales process definition standards?\u201d, Supply Chain Management, Vol. 4 No. 1, pp. 11\u201013.","DOI":"10.1108\/13598549910254780"},{"key":"key2022020120225182600_b33","unstructured":"Utagikar, A. (2009), Customer Facing Processes and Customer Experience: A Structured Approach to Developing and Delivering Consistently Superior Customer Experience, Infinity Publishing, West Conshohocken, PA."},{"key":"key2022020120225182600_b34","doi-asserted-by":"crossref","unstructured":"Ward, J., Hemmingway, C. and Daniel, E. (2005), \u201cA framework for addressing the organisational issues of enterprise systems implementation\u201d, Journal of Strategic Information Systems, Vol. 14 No. 2, pp. 97\u2010119.","DOI":"10.1016\/j.jsis.2005.04.005"},{"key":"key2022020120225182600_b35","unstructured":"Yin, R.K. (1994), Case Study Research, Design and Methods, 2nd ed., Sage, Beverly Hills, CA."}],"container-title":["Journal of Enterprise Information Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/17410391311325207","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/17410391311325207\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/17410391311325207\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:19:37Z","timestamp":1753402777000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/jeim\/article\/26\/3\/218-234\/195097"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,4,12]]},"references-count":35,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2013,4,12]]}},"alternative-id":["10.1108\/17410391311325207"],"URL":"https:\/\/doi.org\/10.1108\/17410391311325207","relation":{},"ISSN":["1741-0398"],"issn-type":[{"type":"print","value":"1741-0398"}],"subject":[],"published":{"date-parts":[[2013,4,12]]}}}