Strategies for U.S. City Government Enterprise Resource Planning System Implementation Success

Strategies for U.S. City Government Enterprise Resource Planning System Implementation Success by Jennifer A. Miller MS, University of Alabama, 2011 BS, Northwest Florida State College, 2009 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University February 2017 Abstract Strategies for enterprise resource planning (ERP) system implementation success have been a focus of scholars since the 1990s. Researchers have demonstrated that ERP system implementation could cause both system failures and organization failures, affecting both operations and stakeholders. The theory of constraints was the conceptual framework for this single qualitative case study that explored ERP system critical success factors (CSFs)Strategies for enterprise resource planning (ERP) system implementation success have been a focus of scholars since the 1990s. Researchers have demonstrated that ERP system implementation could cause both system failures and organization failures, affecting both operations and stakeholders. The theory of constraints was the conceptual framework for this single qualitative case study that explored ERP system critical success factors (CSFs) and strategies U.S. city governments use to successfully implement ERP systems. One city government in New Mexico with a successful ERP system served as the case study’s population. Data were collected from semistructured interviews and relevant documents and then open coded and thematically analyzed. Triangulation was employed to increase the trustworthiness of interpretations. The primary themes that emerged from the analysis of this single case study revealed the importance of the city government adequately resourcing and staffing the organization, providing top management support, continuously communicating to clarify motivations for implementations, gaining concurrence, and maintaining a change management asset. Other city government endusers, managers, leaders, and vendors could benefit from results of this study by identifying and addressing the relevant principal CSFs, and then developing and deploying strategies for the implementation, control, and remediation phases to increase ERP systems’ utility. City governments seeking to implement ERPs could effect social change by demonstrating fiscal stewardship of resources, adding fiscally efficient and efficacious operations directly supporting constituents, and increasing public confidence. Strategies for U.S. City Government Enterprise Resource Planning System Implementation Success by Jennifer A. Miller MS, University of Alabama, 2011 BS, Northwest Florida State College, 2009 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University February 2017 Dedication I dedicate this study to God for, “The Lord is my rock, my fortress, and savoir; my God is my rock, in whom I find protection. ” Psalms 18:2 NLT. Acknowledgments First and foremost, I thank God for allowing me the opportunity to pursue a doctorate degree despite numerous obstacles and sacrifices. With supreme gratitude, I also thank my committee chair, Dr. Cheryl McMahan, the most significant source of support words cannot adequately capture. You have been a blessing, inspiration, and scholarly example of excellence. Thank you to my second committee member, Dr. Vadell, for your frank and humorous thoughts of federal government. Thank you to my URR, Dr. Endres, for your meticulous reviews and positive contributions to this study. Thank you, DBA Program Director, Dr. Freda Turner, for your rapid responses and continuous availability to DBA students. Finally, thank you to my family and friends for your support, understanding, and love.