AbstractsBusiness Management & Administration

Improving the Implementation of Changes from End User Perspective: A Case Study

by Mirjami Heiska

Institution: Metropolia Ammattikorkeakoulu
Year: 2014
Record ID: 1131161
Full text PDF: http://www.theseus.fi/handle/10024/76550


This Thesis was carried out for Neste Oil Oyj as part of a development project of business processes and related ERP systems. The main objective of this Thesis was to provide guidelines for change implementation that engage end users and to find out areas for improvement in the case company related to the implementation of process and ERP system changes. The research approach selected was case study. To propose an implementation framework that addresses the end user viewpoint, current best practices of change implementation and people change management were reviewed. The literature analysis was followed by a data collection from Neste Oil’s employees through six interviews and a survey. As a solution, a framework for implementing process and ERP system changes was presented and the most important targets for development in the case company were highlighted. The results indicate that the main challenges are linked to not involving the end users enough in the process, not communicating sufficiently about the changes and mishandling the actual roll-out and support during and after the implementation. Despite these challenges, the results also suggest that the employees have rather positive expectations for upcoming changes. Based on a comparison with the theoretical findings and the empirical results, a number of improvement recommendations can be made. In upcoming ERP implementation projects it would be useful for Neste Oil to focus more strongly on getting users actively participated in the change process, communicating more directly about the intended changes and providing adequate support for all the branch offices during the implementation. End user satisfaction could be included as a criterion in the success factors of future change projects. The Thesis also proposed how to implement these recommendations. The findings from this Thesis can be used at Neste Oil to develop the procedure of carrying out change projects.