Developing the ERP Implementation Assessment Framework : a tool for a consultancy start-up in the Finnish market
Ustinov, Andrey (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025110727363
https://urn.fi/URN:NBN:fi:amk-2025110727363
Tiivistelmä
This thesis addresses the challenge of high failure and underperformance rates in ERP implementation projects. Practices currently used to assess the project state and dynamics are often based on assumptions and lack standardization, which contributes to projects’ uncertainty and worsens outcomes. The objective of this study was to develop a structured and practical ERP Implementation Assessment Framework. This framework is designed to serve as a core tool for a new consultancy start-up in the Finnish market aimed at increasing project efficiency and success rates through objective, data-driven analysis.
The study was conducted using an applied action research strategy. It employed qualitative methods across three distinct data collection rounds. First, the current state analysis was performed, involving interviews with ERP professionals from vendor, consultant, and customer organizations to analyse practices and outcomes from six real-world case projects. This initial phase identified key weaknesses in current assessment practices. Second, these findings were used in a co-creation workshop with senior ERP managers and consultants to develop an initial proposal for the framework. Finally, the proposal was refined and finalized during an expert validation session.
The key sections of this thesis contain an analysis of both practical challenges and theoretical solutions. The current state analysis identified an over-reliance on subjective metrics, inconsistent stakeholder engagement, and informal conflict resolution processes as primary recurring problems. To address these, the study explored available knowledge and best practices in four focus areas: 1) determining objective core metrics for project performance, 2) measuring stakeholder alignment and engagement, 3) managing conflicting interests through transparent governance, and 4) assessing the functional quality of critical success factors.
The outcome of this thesis is the ERP Implementation Assessment Framework - a practical diagnostic tool that consists of four interconnected elements: a Core Metrics with a "traffic light" system for performance, a Stakeholder Alignment Check, a Governance and Conflict Resolution Process audit, and a Critical Success Factor Quality Scorecard. In addition to being a tool, this framework represents a core value proposition for a new consultancy start-up that will deliver clear and evidence-based project diagnostics to customers.
The study was conducted using an applied action research strategy. It employed qualitative methods across three distinct data collection rounds. First, the current state analysis was performed, involving interviews with ERP professionals from vendor, consultant, and customer organizations to analyse practices and outcomes from six real-world case projects. This initial phase identified key weaknesses in current assessment practices. Second, these findings were used in a co-creation workshop with senior ERP managers and consultants to develop an initial proposal for the framework. Finally, the proposal was refined and finalized during an expert validation session.
The key sections of this thesis contain an analysis of both practical challenges and theoretical solutions. The current state analysis identified an over-reliance on subjective metrics, inconsistent stakeholder engagement, and informal conflict resolution processes as primary recurring problems. To address these, the study explored available knowledge and best practices in four focus areas: 1) determining objective core metrics for project performance, 2) measuring stakeholder alignment and engagement, 3) managing conflicting interests through transparent governance, and 4) assessing the functional quality of critical success factors.
The outcome of this thesis is the ERP Implementation Assessment Framework - a practical diagnostic tool that consists of four interconnected elements: a Core Metrics with a "traffic light" system for performance, a Stakeholder Alignment Check, a Governance and Conflict Resolution Process audit, and a Critical Success Factor Quality Scorecard. In addition to being a tool, this framework represents a core value proposition for a new consultancy start-up that will deliver clear and evidence-based project diagnostics to customers.