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Analysis of Dynamic Interactions with External Parties During Maintenance of ERP Systems

机译：ERP系统维护过程中与外部各方的动态互动分析

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The paper investigates maintenance practices of Enterprise Resource Planning (ERP) systems with emphasis on interactions between on-site maintenance team and third parties. A case study approach is used to identify maintenance activities in ERP systems, to classify them into maintenance categories, and to characterize dynamics and frequency of interactions with the third-party. Multiple deployments of the same ERP system are used in the investigation. Each deployment is in a different stage of its life-cycle what allows analyzing maintenance activities with regards to system's maturity. Five common maintenance activities (corrective, adaptive, perfective, preventive, user support) are considered while main attention is devoted to a recently introduced category pertaining to 'communication, coordination and knowledge exchange with external parties' and named 'external parties'. Interviews with maintenance staff are used to identify maintenance tasks and maintenance requests database is used for numerical analysis of maintenance requests. The results show that majority of maintenance tasks are performed by the on-site team and maintenance requests escalated to the third party require longer implementation lead times.
机译：本文研究了企业资源计划（ERP）系统的维护实践，重点是现场维护团队与第三方之间的交互。案例研究方法用于识别ERP系统中的维护活动，将其分类为维护类别，并描述与第三方交互的动态和频率。调查中使用了同一ERP系统的多个部署。每个部署都处于生命周期的不同阶段，可以根据系统成熟度分析维护活动。考虑了五种常见的维护活动（纠正性，适应性，完善性，预防性，用户支持），而主要注意力集中在最近引入的与“与外部方的沟通，协调和知识交换”相关的类别上，并称为“外部方”。与维护人员的访谈用于识别维护任务，维护请求数据库用于对维护请求进行数值分析。结果表明，大多数维护任务均由现场团队执行，并且升级到第三方的维护请求需要更长的实施准备时间。

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