Analysis of Impact on ERP Customization Module Using CSR Data
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The enterprise resource planning (ERP) system is a standardized and advanced business process that manycompanies are implementing now-a-days through customization. However, it affects the efficiency of operationsas these customizations are based on uniqueness. In this study, we analyzed the impact of customized modulesand processing time on customer service request (CSR), by utilizing the stacked CSR data during the constructionand operation of ERP, focusing on small and medium-sized enterprises (SMEs). As a result, a positivecorrelation was found between unit companies and the length of ERP implementation; ERP modules and thelength of ERP implementation; ERP modules and unit companies; and the type of ERP implementation andERP module. In terms of CSR, a comparison of CSR processing time of CBO (customized business object)module and STD (standard) module revealed that while the five modules did not display statistically significantdifferences, one module demonstrated a statistically very significant difference. In sum, the analysis indicatesthat the CBO-type CSR and its processing cost are higher than those of STD-type CSR. These results indicatethat companies planning to implement an ERP system should consider the ERP module and their customizationratio and level. It not only gives the theoretical validity that should be considered as an indicator for decisionmaking when ERP is constructed, but also its implications on the impact of processing time suggesting that themaintenance costs and project scheduling of ERP software must also be considered. This study is the first topresent the degree of impact on the operation and maintenance of customized modules based on actual data andcan provide a theoretical basis for applying SW change ratio in the cost estimation of ERP system maintenance.
Abstract
The enterprise resource planning (ERP) system is a standardized and advanced business process that manycompanies are implementing now-a-days through customization. However, it affects the efficiency of operationsas these customizations are based on uniqueness. In this study, we analyzed the impact of customized modulesand processing time on customer service request (CSR), by utilizing the stacked CSR data during the constructionand operation of ERP, focusing on small and medium-sized enterprises (SMEs). As a result, a positivecorrelation was found between unit companies and the length of ERP implementation; ERP modules and thelength of ERP implementation; ERP modules and unit companies; and the type of ERP implementation andERP module. In terms of CSR, a comparison of CSR processing time of CBO (customized business object)module and STD (standard) module revealed that while the five modules did not display statistically significantdifferences, one module demonstrated a statistically very significant difference. In sum, the analysis indicatesthat the CBO-type CSR and its processing cost are higher than those of STD-type CSR. These results indicatethat companies planning to implement an ERP system should consider the ERP module and their customizationratio and level. It not only gives the theoretical validity that should be considered as an indicator for decisionmaking when ERP is constructed, but also its implications on the impact of processing time suggesting that themaintenance costs and project scheduling of ERP software must also be considered. This study is the first topresent the degree of impact on the operation and maintenance of customized modules based on actual data andcan provide a theoretical basis for applying SW change ratio in the cost estimation of ERP system maintenance.
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