A QUALITATIVE CASE STUDY OF CRITICAL SUCCESS FACTORS IN IMPLEMENTING ERP AT INDUS HOSPITAL & HEALTH NETWORK

Abstract

The purpose of this research is to enlist a list of critical success factors in implementing ERP that are important to consider and provide additional insights in the context of ERP Implementation in the healthcare sector in resource-constrained institutes because ERP is an expensive software. The mono method approach of data collection was used by conducting face-to-face interviews with participants who had an active role in the implementation at Indus Hospital and Health Network, Karachi. The Nvivo14 was used for the thematic analysis of the data. Informed consent and a topic guide were provided to participants before the interview. Seven interviews were conducted with participants from different assigned roles, including IT Support officers, core committee members, end users, and module owners, to obtain in-depth data and add more value to the research for the Pakistani healthcare society. Eight critical success factors were identified, including Management Support, change management, training and knowledge, business plan and vision, data transferability, organization policy, logistic availability, and ERP team composition. This case study indicated that these factors were significantly important in implementing ERP at Indus Hospital & Health Network. The results emphasized Management Support and Change Management as the most important Critical Success Factors, and logistic availability as the least important factor.