The Social Subsystem of Customer Teams in ERP Implementation: A Repertory Grid of Personal Constructs of Brazilian IT Professionals

The METRICS framework emerged in 2006 to help manage the social subsystem of customer teams (CuTes) as they engage with external technology and business teams (XTeams) in ERP projects. The framework was first validated in a landmark ERP implementation in Southern Brazil. Our research contributes to the validation and application of METRICS by reporting a study developed in 2011 in a different geographical, cultural and economic region: the Brazilian Northeast. Data collection was based on personal constructs theory and the repertory grid technique – both not included in the first METRICS validation. With 68 out of 88 measures verified empirically, 77.3% of the framework was supported by key ERP informants in the Northeast, what suggests the general validity of the framework across time, regions and empirical methods.