Revisiting the role of communication quality in ERP project success

Abstract

Purpose – Communication quality is repeatedly listed among the top success factors to consider when implementing an ERP system. Analysis shows its role is more complex. It helps some aspect of success but has no influence on others. The aim of this paper is to conduct a case study to determine the role of communication quality in the success of an ERP project implementation.Design/methodology/approach – A case study was conducted to determine the role of communication quality in the success of an ERP project implementation.Findings – Results suggest that different aspects of communication quality impact different dimensions of project success. Some dimensions of project success did not seem influenced by communication quality. Results also show that, for the dimensions of project success that are influenced by communication quality, the form might be as important as the content of communication.Research limitations/implications – The literature may be repeating an “accepted truth” without actually testing...