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International Conference on Business Informatics Research

BIR 2011: Perspectives in Business Informatics Research pp 217–230Cite as

Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 90))

Abstract

The paper investigates maintenance practices of Enterprise Resource Planning (ERP) systems with emphasis on interactions between on-site maintenance team and third parties. A case study approach is used to identify maintenance activities in ERP systems, to classify them into maintenance categories, and to characterize dynamics and frequency of interactions with the third-party. Multiple deployments of the same ERP system are used in the investigation. Each deployment is in a different stage of its life-cycle what allows analyzing maintenance activities with regards to system’s maturity. Five common maintenance activities (corrective, adaptive, perfective, preventive, user support) are considered while main attention is devoted to a recently introduced category pertaining to ‘communication, coordination and knowledge exchange with external parties’ and named ‘external parties’. Interviews with maintenance staff are used to identify maintenance tasks and maintenance requests database is used for numerical analysis of maintenance requests. The results show that majority of maintenance tasks are performed by the on-site team and maintenance requests escalated to the third party require longer implementation lead times.

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Author information

Authors and Affiliations

  1. Tele2 AB Tele2 Shared Service Center, 41B Mukusalas Street, Riga, Latvia

    Igors Mikulovs

  2. Institute of Information Technology, Riga Technical University, Kalku 1, Rīga, LV-1658, Latvia

    Jānis Grabis

Authors
  1. Igors Mikulovs
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  2. Jānis Grabis
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Editor information

Editors and Affiliations

  1. Riga Technical University, 2169, Salaspils, Latvia

    Janis Grabis

  2. Riga Technical University, 1048, Riga, Latvia

    Marite Kirikova

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© 2011 Springer-Verlag Berlin Heidelberg

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Mikulovs, I., Grabis, J. (2011). Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems. In: Grabis, J., Kirikova, M. (eds) Perspectives in Business Informatics Research. BIR 2011. Lecture Notes in Business Information Processing, vol 90. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-24511-4_17

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  • DOI: https://doi.org/10.1007/978-3-642-24511-4_17

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-24510-7

  • Online ISBN: 978-3-642-24511-4

  • eBook Packages: Computer ScienceComputer Science (R0)

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