ERP系统中的可用性问题(英文PPT).pptVIP

Identifying ERP Usability Issues ERP Research Workshop Bentley College October 15, 2004 Wendy Lucas Tamara Babaian Heikki Topi Identifying Usability Issues Anecdotal evidence Hard to get data into ERP system Mismatch between ERP terminology and business practices Even harder to get information out! Export data to Excel, Access to perform analysis Forrester Research evaluation* Tasks require inordinate patience and expertise to complete Users should demand better usability *[Chew, Orlov, Herbert, 2003] Research Questions Which characteristics of large-scale enterprise systems have a negative impact on their usability? How should these characteristics be categorized? Can collaboration theory be used as a framework for identifying ERP usability problems and designing systems with improved usability? Multi-Method Study Field study to identify usability problems Development of a theoretical model to provide a strong foundation for enterprise system usability design and evaluation Development of a prototype Experimental analysis Organizational Context for Field Study Division of a very large diversified Fortune 500 corporation Business: maintenance of complex engineering artifacts All data collected from a single facility Method and Informants Data collection through semi-structured interviews At this stage, 10 interviews lasting on average an hour each A large variety of organizational roles representing shop floor technicians up through upper middle management All informants (except one) users of the same large-scale integrated ERP system Identified Problem Categories Identification of and access to the correct functionality Transaction execution support System output limitations Support in error situations Terminology problems Overall system complexity Identifying and Finding Correct Functionality Navigation problems “Or maybe we have some menus, but presently it may take us four, five or six routes to get us to basically one screen. I don’t always see th