Maintaining ERP packaged software : a revelatory case study

Ng, Celeste See-Pui & Gable, Guy G. (2009) Maintaining ERP packaged software : a revelatory case study. Journal of Information Technology, 25, pp. 65-90.

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For many organizations, maintaining and upgrading enterprise resource planning (ERP) systems (large packaged application software) is often far more costly than the initial implementation. Systematic planning and knowledge of the fundamental maintenance processes and maintenance-related management data are required in order to effectively and efficiently administer maintenance activities. This paper reports a revelatory case study of Government Services Provider (GSP), a high-performing ERP service provider to government agencies in Australia. GSP ERP maintenance-process and maintenance-data standards are compared with the IEEE/EIA 12207 software engineering standard for custom software, also drawing upon published research, to identify how practices in the ERP context diverge from the IEEE standard. While the results show that many best practices reflected in the IEEE standard have broad relevance to software generally, divergent practices in the ERP context necessitate a shift in management focus, additional responsibilities, and different maintenance decision criteria. Study findings may provide useful guidance to practitioners, as well as input to the IEEE and other related standards.

Impact and interest:

27 citations in Scopus
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9 citations in Web of Science®

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ID Code: 27775
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: software engineering standard, maintenance management, maintenance measurement, software maintenance process, maintenance data;, packaged software
DOI: 10.1057/jit.2009.8
ISSN: 0268-3962
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > School of Information Systems
Copyright Owner: Copyright 2009 Palgrave Macmillan Ltd.
Copyright Statement: This is a post-peer-review, pre-copyedit version of an article published in Journal of Information Technology. The definitive publisher-authenticated version "Ng, Celeste See-Pui and Gable, Guy G. (2009) Maintaining ERP packaged software : a revelatory case study. Journal of Information Technology" is available online at:
Deposited On: 15 Oct 2009 22:19
Last Modified: 30 Oct 2013 04:07

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