Customer requirements based ERP customization using AHP technique

Sudhaman Parthasarathy, Maya Daneva

    Research output: Contribution to journalArticleAcademicpeer-review

    24 Citations (Scopus)
    266 Downloads (Pure)


    Purpose– Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy process (AHP) technique has been applied complementarily with this framework to prioritize ERP customization choices. Design/methodology/approach– Based on empirical literature, the paper proposed an ERP customization framework anchored on the customer's requirements. A case study research method was used to evaluate the applicability of the framework in a real-life setting. In a case study with 15 practitioners working on the vendor's and the client's sides in an ERP implementation, the paper applied the framework jointly with the AHP technique to prioritize the feasible customization choices for ERP implementation. Findings– The paper demonstrates the applicability of the framework in identifying the various feasible choices for the client organization to consider when they decide to customize their selected ERP product. Research limitations/implications– Further case studies need to be carried out in various contexts to acquire knowledge about the generalizability of the observations. This will also contribute to refining the proposed ERP customization framework. Practical implications– Very few literature sources suggest methods for exploring and evaluating customization options in ERP projects from requirements engineering perspective. The proposed framework helps practitioners and consultants anchor the customization decisions on the customer's requirements and use a well-established prioritization technique, AHP, to identify the feasible customization choices for the implementing enterprise. Originality/value– No previously published research studies provide an approach to prioritize customization choices for ERP anchored on the customer's requirements.
    Original languageEnglish
    Pages (from-to)730-751
    Number of pages22
    JournalBusiness process management journal
    Issue number5
    Publication statusPublished - 2014


    • SCS-Services
    • ERP
    • Business process redesign
    • Customization
    • Information systems
    • Analytical hierarchy process
    • n/a OA procedure


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