Revisiting the role of communication quality in ERP project success

Purpose – Communication quality is repeatedly listed among the top success factors to consider when implementing an ERP system. Analysis shows its role is more complex. It helps some aspect of success but has no influence on others. The aim of this paper is to conduct a case study to determine the role of communication quality in the success of an ERP project implementation. Design/methodology/approach – A case study was conducted to determine the role of communication quality in the success of an ERP project implementation. Findings – Results suggest that different aspects of communication quality impact different dimensions of project success. Some dimensions of project success did not seem influenced by communication quality. Results also show that, for the dimensions of project success that are influenced by communication quality, the form might be as important as the content of communication. Research limitations/implications – The literature may be repeating an “accepted truth” without actually testing it. The evaluation of the regularity of the patterns observed will require additional observations. Also, the reasons behind the association between the communication quality attributes and the different components of success will need to be further investigated. Practical implications – For managers, the findings highlight that communication is not a silver bullet when conducting ERP projects. Managers should also be aware that the form of the communication efforts will likely have as much impact as the content of the communication process. The results specially emphasized the importance of openness in communication. Originality/value – The study considers nine dimensions of communication quality. By examining the separate effects of the communication content and form on the components of ERP project success, the paper provides a deeper understanding of the role of communication in the implementation of ERP systems.