ERP Systems Success: An Integration of IS Success Model and Balanced Scorecard

1. INTRODUCTION Information technology (IT) has been viewed by enterprises worldwide as a vital tool in improving efficiency and competitiveness. In the last decade, many companies have turned to information systems, usually known as enterprise resource planning (ERP) systems, to respond to competitive pressures and market opportunities (Bingi, Sharma and Godla, 1999). The implementation of ERP systems has grown rapidly worldwide in recent years (Mabert, Soni and Venkataramanan, 2000; van Everdingen, van Hillegersberg and Waarts, 2000; Olhager and Selldin, 2003). ERP systems are integrated information systems that support value-added processes of enterprises. Based on modular software structure and a centralized database, information flows in manufacturing, finance, sales, distribution as well as human resources processes that can be integrated in real time. The ERP