Success of software packages in small businesses: an exploratory study

Abstract

In this paper we develop and use a framework for evaluating the success of microcomputer based integrated administrative software packages in small businesses. The results of an exploratory survey of 66 small business organizations show that small businesses have often been disappointed with their software packages. The disappointment is frequently a result of the inability of the package to adapt to the needs of the company, especially in small businesses of more than 50 employees. For small businesses of less than 20 employees the packages are too difficult to use. These findings indicate that small businesses should place more emphasis on the acquisition, especially the requirements specification, and developers should improve user-friendliness, the quality of support and documentation to fulfil the needs of the smallest of small businesses. The successful implementers—because of their experience—knew their needs, carefully acquired the package, and implemented various parts of it, benefiting from integration. There seem to be no shortcuts to success, but a determined and eager attitude of the personnel can produce success with any of the software packages in our study.