Purpose – The purpose of this paper is to propose a comprehensive framework for measuring the performance of an enterprise resource planning (ERP) system to survey suitable performance indicators (PIs) according to knowledge of the ERP implementation objectives set up at the implementation phase and build consistent measurement standards for facilitating the complex ERP performance evaluation process. Design/methodology/approach – A seven‐step ERP performance measurement framework based on the objectives of ERP implementation is proposed. A fuzzy ERP performance index is used to account for the ambiguities involved in evaluating the performance of the ERP system. The fuzzy ERP performance index can be translated first into simple scores and then back to linguistic terms. An actual example in Taiwan demonstrates the feasibility of applying the proposed framework. Findings – The findings indicate that the PIs of ERP performance measurement should align with the objectives of ERP implementation. The assessment results can represent the achievement of these objectives and the directions for improving the adopted ERP system. Originality/value – This study may be interesting to some academic researchers and practical managers. The proposed framework can provide a procedure to link the objectives identified in the ERP system implementation phase and the performance considerations in the ERP use phase.
Journal of Manufacturing Technology Management – Emerald Publishing
Published: Jun 6, 2008
Keywords: Manufacturing resource planning; Fuzzy control; Decision theory; Performance measurement (quality)