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Author:Toukoniitty, Petteri
Title:Constructing a Performance Measurement System for an ERP Support Organization
Mittariston luominen yrityksen toiminnanohjausjärjestelmän tukiorganisaatiolle
Publication type:Master's thesis
Publication year:2006
Pages:90      Language:   eng
Department/School:Tuotantotalouden osasto
Main subject:Teollisuustalous   (TU-22)
Supervisor:Tanskanen, Kari
Instructor:Jalovaara, Silja
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:ERP
support organization
professional services
help desk
performance measurement
ERP
tukiorganisaatio
mittaristo
mittari
tehokkuus
Abstract (eng):ERP stands for Enterprise Resource Planning.
An ERP support organization is responsible for maintaining the system and helping users with it.
The objective of this study was to create a performance measurement system for an ERP support team.
With a proper measurement system in place, the case organization would gain a better understanding of the support team's workload and performance.
The research project included evaluating existing literature about performance measurement in various types of organizations and different quality concepts, in addition to studying articles discussing support teams and organizations.
In order to design a usable measurement system, a conceptual model capturing the most important characteristics of the support organization was also needed.
Based on the model, suitable measures were then derived.

The key finding of the study is that ERP support is a combination of both professional and help desk services: This thesis shows that SAP support matches the requirements commonly set in academic literature for professional services and that it is also a type of help desk.
In practice this means that for the measurement system to be comprehensive enough, it has to include measures covering both the professional service and help desk aspects of ERP support.
The model describing ERP support is based on these characteristics and although it was not possible to test the model in organizations using ERP solutions other than that used by the case organization, the findings are also applicable to other organizations implementing ERP systems.
This is because the technical details of the solution are irrelevant when discussing support processes.

The actual measurement system in turn relied heavily on the organizational structure of the case organization, and the individual measures were derived from the support software in use.
These should therefore be evaluated only as one example of measuring the performance of an ERP support organization.
Abstract (fin):ERP (Enterprise Resource Planning) tarkoittaa yrityksen toiminnanohjausjärjestelmää.
ERP-tukiorganisaation tehtävä on ylläpitää järjestelmää ja auttaa sen käytössä.
Tutkimuksen tavoitteena oli luoda mittaristo ERP-tukiorganisaation tehokkuuden seuraamiseen.
Mittariston avulla tutkimuksen esimerkkiyritys pystyisi seuraamaan oman ERP-tukensa kuormitusta ja suoriutumista sopimusvelvoitteistaan.

Tutkimuksessa käsiteltiin laadun ja tehokkuuden määritelmiä erityyppisissä tuki- ja palveluorganisaatioissa, ja näiden pohjalta luotiin ERP-tuen malli.
Mallissa kiteytettiin ERP-tuen keskeisimmät ominaisuudet toiminnan mittaamisen kannalta.
Sopivan viitekehyksen ERP-tuelle muodostavat atk-tukipalvelut (engl. helpdesk) ja niin sanotut korkean osaamisen palvelut (esimerkiksi konsultti- ja lääkäripalvelut, engl. professional services).
Tutkimuksessa tämä osoitetaan päteväksi esimerkkiyrityksen kohdalla.
Koska ERP-tuen prosessit eivät riipu käytettävän toiminnanohjausjärjestelmän teknisestä rakenteesta, on tutkimuksessa esitetty malli yleistettävissä myös erityyppisiä ERP-ratkaisuja käyttäviin organisaatioihin.

Hyvä mittaristo mittaa organisaation toiminnan kannalta olennaisimpia tekijöitä ja nämä tekijät kartoitettiin mallin luomisen yhteydessä.
Mittaristo pohjautuu esimerkkiyrityksen organisaatiorakenteeseen ja mittareissa käytettävä data on peräisin ERP-tuen käytössä olleesta ohjelmistosta.
Näin ollen mittaristo on vahvasti sidoksissa esimerkkiorganisaatioon.
ED:2006-02-22
INSSI record number: 30645
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