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Preface xv

provides such materials as a course syllabus template, chapter overviews, answers to discussion
questions and case study analysis, and PowerPoint slide presentations.
The second edition still maintains the same learning pedagogy as the first edition. Each
chapter begins with learning objectives and an opening real-world case to lead students through
the major concepts of the chapter and ends with managerial implications and a closing case study
to show the application of these concepts. All chapters have such visual supplements as diagrams,
figures, or tables to reinforce the concepts and end-of-chapter review and discussion questions and
exercises.

CHAPTER ORGANIZATION

This book is organized to teach the underlying technology of implementing such enterprise
systems as ERP, CRM, and SCM, as well as to discuss their implications to organizations. The
main focus is on the ERP implementation process, which is covered from the development life
cycle and implementation strategy to postimplementation stabilization and production support,
as shown in four-area ERP implementation framework (i.e., technology, life cycle, people and
organizations, and application extensions) to simplify the understanding of introducing ERP in
organizations. Readers are exposed at each stage to technical as well as managerial issues and
solutions adopted by real-world organizations to solve these problems.
The chapters are arranged to give readers a quick understanding of an ERP system prior to
addressing the ERP implementation process and organizational issues as shown in Figure 1.
Readers are given increasingly complex concepts, which build upon previous discussions. The
different phases of an implementation process are discussed with cases and examples. They are
examined from various perspectives to create an understanding of the reasons ERP systems
require organizational changes in order to be effective.
In addition to the introduction to enterprise systems in Chapter 1, the book is broken down
into four sections to assist instructors in focusing on specific aspects for their course:

Section I: ERP Systems (Chapters 2 and 3) provides the technical foundation on ERP
systems and provides motivation to learn about enterprise systems implementation
process. It also introduces the concept of systems integration and the role of ERP in
systems integration and discusses the ERP system components and architecture.
Section II: ERP Implementation (Chapters 4–7) helps readers in understanding the ERP
development life cycle, the process of selecting ERP software and vendor, how to manage
an ERP implementation project, and the concept of metrics and evaluation of ERP imple-
mentation in organization.
Section III: People and Organization (Chapters 8–10) highlights the issues dealing with people
and organization change, business process reengineering, change management, operational and
postimplementation activities, and the role of ethics and globalization in ERP implementation.
Section IV: ERP Extensions (Chapters 11 and 12) deals with two other enterprise-level
applications, namely, supply chain management and customer resource management,
which are often integrated with ERP systems.

We realize that instructors today require flexibility in teaching this course with a blend of
coverage on technological and organizational issues. This book provides this flexibility by
allowing instructors to mix and match various chapters without losing continuity. Instructors
who wish to focus on the ERP implementation process without covering the technology could