The Impact of Insufficient Organisational Change Management on Enterprise Resource Planning Benefits: A South African Case Study

Organisations continue to disregard the importance of adopting Organisational Change Management (OCM) when implementing Enterprise Resource Planning (ERP) systems, even though OCM is deemed a critical success factor. This research demonstrates how insufficient OCM leads to compromised ERP benefits. Two case studies, SAP Success Factors and Dynamics 365, within one organisation were selected for the research. A qualitative research approach was used to develop a framework that shows how insufficient OCM leads to compromised ERP benefits. The empirical research findings show that OCM activities that were insufficient in the ERP implementation were from an awareness, desire, knowledge, ability, and reinforcement perspective, leading to compromised benefits from an operational, managerial, infrastructural, and organizational perspective. The research contributes to theory by proposing a novel framework that highlights the impact of the ERP benefits from an OCM perspective. From a practical perspective the study can guide the prioritisation of OCM in organisations implementing ERP systems.