Interpretive Action Case description – Alpha overview

Alpha is an action case organisation that has been selected for the current study. As a result of past failures while adopting ERP systems, Alpha identified the need for an in-depth study in order to reduce the likelihood of failure while adopting another ERP system. Alpha approached the University for assistance, the University could not identify a readily available theory which could inform the process of an IS pre-adoption decision making for this organisation. This resulted in a development of a Knowledge Transfer Partnership (KTP) project proposal which was based on the academic and practical challenge presented by the situation at Alpha.

Upon approval of the project by the government body, the SME along with the University recruited the author of this research. To work and satisfy the needs of both the university and the organisation, the researcher was guided by the SME, the University and the government body. For the SME, the main deliverable is providing a solution to the defined scoped problem and to the University, the deliverable is a contribution to knowledge. The use of a KTP to identify an action case study provided the researcher with a unique opportunity to access rich in-depth data source over a period of two years. While working on the research project, the hybrid service and manufacturing SME uniqueness have been identified by the researcher as a particular area of focus and one of the causes for the past Alpha ERP adoption failures.

This was a research conducted as an interpretive action case methodology on a hybrid service and manufacturing SME organisation which was at the time selecting and implementing a service management solution to enhance their existing systems. The most important issues identified by the action case SME were the need to re-engineer business processes and service oriented functionalities such as: service job costing; field engineers’ diary; manufacturing materials; onsite and offsite inventory management; equipment management; PDA functionality; timely job invoicing; scheduler; equipment tracking and real-time details of engineer’s time sheet. This SME was evaluated by considering the inadequacy of their existing system against the functions listed above. The aim of this study was to look at the case of a hybrid service and manufacturing SME and Alpha presented a good opportunity for such study. Due to expansion, Alpha started off using systems such Opera and Telemagic, however, over time Alpha found that they out grew these first generation ‘mini ERP’ systems and they can no longer afford to manage the associated workarounds to allow them take on more businesses.

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Hence the case SME identified the need to evaluate, adopt and implement a more suitable system, which adapts as the organisation grows and reduces the need for business process workarounds as well as offering the opportunity to fit the aim of this research.

Having identified the potential action case organisation, which for the purpose of this study is referred to as Alpha, there was a need to ensure that there was genuine lack of the functionalities mentioned above within their existing ERP systems.

With the current KTP context, the University of Salford identified that there was genuine lack of service functionalities at Alpha, a business case was submitted and sent to the Technology Strategy Board, who were also financiers of this project, for evaluation and approval. The project was approved by the National Strategy Board and, as a result, the author was employed in the capacity of a researcher for this project based on his interest in this research project and in accordance with the KTP structure. As part of the KTP structure, Alpha hosted the researcher at the company for a period of two years whilst the data was collected. The researcher was officially granted access to Alpha as a staff member within the IT department and also granted access to communicate to staff and customers while adopting and implementing the suitable ERP system.

Rahim and Baksh (2003) criticised case study research by referring to case study as not always being efficient because many visits could be required to develop a comprehensive view of operations and to understand the business processes. This limitation of case study methodology when combined by action case is mitigated by the researcher being an active participant and wholly involved in the whole organisational processes. The combination of case study and action case will also reduce the influence of human factors on the result of the research analysis and conclusion.

As stated by Oates (2006) and Cao and Wang (2013), this research took OIPT and used Alpha as the action case study to collect empirical evidence to advance the theory of OIPT as set out in the research objectives.

Table 3.3 Characteristics of the Action Case

Factor Attribute Action Case concern Example from Alpha

Suitability Research Design Is action case appropriate to the research question being investigated?

The action case methodology was appropriate to phase two (the analysis of hybrid ERP

systems available for adoption and

implementation) and phase three (value stream analysis and development of the future state system).

Research skills Does the researcher have the skills and experience to make an intervention?

The researcher had some years of experience

in ERP systems customisation and

implementation.

Interpretation Richness Is the scope of the

research wide enough to provide understanding?

The scope of the research was narrowed down to concentrate on a business process with service and manufacturing.

Focus Is the research question

sufficiently focused?

The focus of the research was narrowed to pre-adoption and implementation of an ERP system in the unique business process

Intervention Scale Is the scale of the subject

for research manageable?

The time-scale of phase three was constrained by the two year time frame of the project, hence was allocated only six months for completion. This also involves change in a small scale.

Participation style

What level of

participation can be

expected from the

organisation members?

The intended users of the system were happy to be involved in the process of system adoption but wanted minimal disruption to their daily tasks.

Critical impact Is a critical approach required?

The current situation was not perceived as requiring critical intervention but the scale of intervention from the research is expected to impact significantly in the re-engineered business process.

Practicability Economics Is sufficient financial

support and research time available?

The researcher worked full time on this project and had funds available for travel, equipment and a set budget for the system development and implementation.

Access Can access be negotiated

with stakeholders (e.g.

users, managers,

developers, customers,

business partners)?

Due to the involvement of the Managing Director of Alpha, negotiation of access was always guaranteed as long as he is in agreement.

Politics Does the research conflict

with the organisations politics? Is there sufficient backing for the action and case components?

The researcher was not perceived as having any political motivation or involvement from a corporate perspective, the sponsors had a relationship with senior management and thus access was negotiated top-down.

Control Can the research project

be controlled?

The research focus, scope, risk and scale contributed to a reduction of complexity in such a way that the research could be monitored against the research plan (using the research framework) and readjusting action taken.

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