ERP as an organization innovation: Key users and cross-boundary knowledge management

J.-B. Maas, P.C. van Fenema, J.M.M.L. Soeters

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Purpose
The purpose of this study is to provide more insight in the ways key users act as knowledge managers and boundary spanners during the enterprise resource planning (ERP) system usage phase. Despite the recognized importance of key users during the implementation phase of an ERP system, little is known about their role in the ERP usage phase.
Design/methodology/approach
To provide rich insight in the boundary-spanning mechanisms utilized by key users to share knowledge, a qualitative approach was applied. In this study, “abductive” theme coding for 58 interviews with key users, end-users and managers has been used. This paper found six mechanisms and characterized them as “crossing” structural, social or cognitive boundaries.
Findings
Six boundary-spanning mechanisms have been distinguished which have been applied by key users to overcome several knowledge management issues. Subsequently, these mechanisms lead to a model which describes three different roles that key users may fulfill to efficiently share and transfer knowledge during the ERP usage phase.
Research limitations/implications
Knowledge barriers during an ERP implementation and their accompanying six boundary-crossing mechanisms have been distinguished.
Practical implications
The recognition of the essential role that key users can fulfill during the usage phase of an ERP system is an important implication. Management has to take into account that tasks and responsibilities of key users have to be clear from the start and they may cautiously select employees who are suited to become key users.
Originality/value
The main contribution is the importance of the impact of key users on the effectivity of knowledge management during the ERP usage phase.
Keywords: Information systems, Knowledge management, Boundary spanning, ERP systems, ERP usage, Key users
Original languageEnglish
Pages (from-to)557-577
JournalJournal of Knowledge Management
Volume20
Issue number3
DOIs
Publication statusPublished - 2016

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Enterprise resource planning
Knowledge management
Innovation
Managers
Information systems
Personnel

Cite this

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title = "ERP as an organization innovation: Key users and cross-boundary knowledge management",
abstract = "PurposeThe purpose of this study is to provide more insight in the ways key users act as knowledge managers and boundary spanners during the enterprise resource planning (ERP) system usage phase. Despite the recognized importance of key users during the implementation phase of an ERP system, little is known about their role in the ERP usage phase.Design/methodology/approachTo provide rich insight in the boundary-spanning mechanisms utilized by key users to share knowledge, a qualitative approach was applied. In this study, “abductive” theme coding for 58 interviews with key users, end-users and managers has been used. This paper found six mechanisms and characterized them as “crossing” structural, social or cognitive boundaries.FindingsSix boundary-spanning mechanisms have been distinguished which have been applied by key users to overcome several knowledge management issues. Subsequently, these mechanisms lead to a model which describes three different roles that key users may fulfill to efficiently share and transfer knowledge during the ERP usage phase.Research limitations/implicationsKnowledge barriers during an ERP implementation and their accompanying six boundary-crossing mechanisms have been distinguished.Practical implicationsThe recognition of the essential role that key users can fulfill during the usage phase of an ERP system is an important implication. Management has to take into account that tasks and responsibilities of key users have to be clear from the start and they may cautiously select employees who are suited to become key users.Originality/valueThe main contribution is the importance of the impact of key users on the effectivity of knowledge management during the ERP usage phase.Keywords: Information systems, Knowledge management, Boundary spanning, ERP systems, ERP usage, Key users",
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ERP as an organization innovation : Key users and cross-boundary knowledge management. / Maas, J.-B.; van Fenema, P.C.; Soeters, J.M.M.L.

In: Journal of Knowledge Management, Vol. 20, No. 3, 2016, p. 557-577.

Research output: Contribution to journalArticleScientificpeer-review

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T2 - Key users and cross-boundary knowledge management

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AU - Soeters, J.M.M.L.

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