ERP Implementation At Lucent Cleaning Services: Adopted Theories And Project Plan

Project Objectives

In today’s competitive global business environment, the organisations strive to improve their business operations by using information systems to gain competitive advantage based on strategic improvements, customer satisfaction, and reduced cost (Chien & Tsaur, 2007; Fulton, 2015). Enterprise Resource System (ERP) provide enormous benefits to the organisations to meet the changing requirements of business by providing timely, accurate and integrated information to make better decisions (Davenport, 1998). ERP software supports the efficient operation of business process throughout a business, it covers  sales, marketing, resource distribution, accounting, budgeting, customer service activity and human resources and it promises more and better information which can lead to lower costs and higher efficiency, productivity, and profitability (Candra, 2011; Kim, 2009). 

This report is based on the ERP implementation at Lucent cleaning Services, which is based on Canada. Lucent cleaning company is specialised in various cleaning services such as professional window cleaning, commercial and residential cleaning over the years. However, the company operates its business processes manually which are time consuming and prone to errors. This report will further describe the business problem and how ERP solution will help organisation to overcome the problem.

 Using ERP solution, Lucent cleaning will be able to automate its business processes such as keeping track of inventory, resource distribution such as equipment, supplies and men force, payroll system to generate automated quote and invoices, HR operations, keeping track of employees and their working hours, real-time status of ongoing jobs that will provide better customer service and increase company’s efficiency and effectiveness (Kim, 2009).  New information system will also enable the main office to keep track and communicate with the branch offices in real time, providing information needed immediately, which would normally take a lot of time to acquire these data. Enterprise resource plan also enables the company’s officials to secure information that is otherwise deemed sensitive and only authorized personnel can access it.

This report will discuss the related methodologies, theories and frameworks used in the implementation of ERP solution in Lucent cleaning. Also, in order to implement an ERP system there are some important factors to consider making the successful transition such as data collection and analysis, use of appropriate techniques for data collection and analysis. The report will highlight the artefacts that will be produced over the duration of project and explain why they are important in project lifecycle. Further, it will project the completion plan for ERP implementation project in Lucent Cleaning Services.    

Project Aims

The main objective of this study is to explore the various aspects of IS system to successfully implement an ERP solution in Lucent Cleaning Services which will help the company to integrate and automate its business processes to improve customer service and business operations by making fact based decisions. integrated, accurate and streamlined business operations will help the company to eliminate manual paperwork and spreadsheets, also will allow to keep track of ongoing work, employees and real-time inventory of equipment.

The aim of the project is to deliver an ERP solution that is best fit into the organisation according to its need and requirement that is Microsoft Dynamics NAV, will meet the objective of this project. The new system will link different areas of Lucent Cleaning Services into a tightly integrated system with shared data and visibility which in turn, will allow to improve the business processes and eliminate excessive paperwork, ERP will help Lucent to eliminate manual data entry that will improve productivity by generating automated invoices and purchase orders.

For Lucent Cleaning Services to provide better services to customers and to expand its business in this competitive market, it requires a system in place that can help to streamline business processes. As of now, from the research of the organization, the collected information shows that company operates its work that is completely based on human efforts from the customer orders to execution of jobs, generating invoices, reports for top managers, orders for supplies, inventory, track of working hours and payroll. There is only little use of technology in place, such as only using excel to record the data manually by entering data periodically in to the spreadsheets. Most of the data is stored in papers that creates lots of work for office staff also no integration of data within the organization.

In order to overcome all problems and deliver best services, there is a need of information system in the company that enables LCS to streamline its operations with tight integration of organizational data and processes with better, accurate information.   

Despite the significant benefits of ES, successful implementation of ES system into an organization is costly, complex and problematic due to various factors such as lack of functional fit with the organization, lack of support from top management and involved process users (Candra, 2011; Parvizi, Oghbaei, & Khayami, 2013). However, a systematic approach that is well structured, disciplined and controlled can facilitate the successful implementation of ES that will bring the desired outcome in the organization (Chien & Tsaur, 2007; Rabaa’i, 2010).

Project Related Problems

ERP is utilized broadly these days because of a few advantages of ERP framework. However, ERP execution failure rate is additionally higher.  Azadeh recommends that business associations are more worried about the physical usage of ERP framework, instead of the components, reason and impacts that assistance shape the utilization of this innovation as an institutional challenge (Pishdad, Koronios, Reich, & Geursen, 2014). ERP technology institutionalisation is a current marvel. It is the consequence of completely absorbed and incorporated technology which happens when innovation use ends up plainly steady, routinized and inserted inside the association’s work procedures and its value chain process which influences the insight of the higher production advantage, business esteems, and achievement. 

In the second layer, the collaborations between different technical, organisational, social, and cultural indicators from IS theories (Information System theories). ERP institutionalisation is the outer layer of the system and one of the foundation components of IS theories.

At the point when ERP is systematized, it will be approved by users of Lucent Cleaning Company (LCS), and in this way, the possibility of its prosperity will be expanded. The primary explanation behind this achievement is that LCS’s employees end up plainly comfortable with this system and can utilize its elements successfully in their normal exercises without requiring advisor. At this stage additionally acting in consistence with the institutional impacts are sensible by the individuals who share ERP system. According to Azadeh Pishdad (2014) an integrative record of all technological, organisational (including various social, cultural, informational elements) and environmental (e.g., institutional effects) factors through different phases of ERP integration are required to be considered which enhance the possibility of successful ERP implementation ventures. 

The framework interfaces requirements engineering with the ERP advancement lifecycle and utilizes a business procedure modelling methodology to help both the RFI (Request for intrigue) and RFP (Request for proposition) foundation. The method includes the managerial perspective, the process perspective and the technology perspective keeping in mind the end goal to characterize information technology determinations associated with the operation of the organization and the necessities of its stakeholders. In ERP implementation lifecycle, requirements analysis is the phase where technical considerations must be adjusted according to business, organizational and individual ones (Nikolaos A. Panayiotou, 2015).

This framework comprises of four phases for effective requirements engineering throughout ERP deployment lifecycle. In the first phase, the data accumulated from the appropriate responses of a RFI. 

The future process model is designed during phase two depending on AS-IS analysis, priorities of business, key vision and requirements of association obtained through RFI stage. Phase three includes functional requirements for the ERP package. In ERP implementation phase, ERP system is implemented according to requirements analysis.

Adopted Theories/Frameworks

The two critical purposes behind the failure of ERP implementation are: incorrect functional specifications by association and misconception of functional requirements by ERP implementers said by (Panayiotou et al., 2015). Use of this framework limits these hazards by use of business process models from the initial phases of the requirements analysis.

In this section, this paper will focus on different methodologies used in producing the research paper. In order to address project problem and providing the according solution to the organization, only secondary data is not sufficient which has been collected from the organization. Various techniques were used to collect information from top level managers and employees such as personal interviews to have in depth information, giving out questionnaires and survey forms to have overall information about the business processes being used by employees from various departments within the organization. The questionnaires were used to find out the problems being faced and what are the changes they would like to have in various department that can help reduce the efforts and increase productivity and profitability at large.  

Moreover, to make the research not limited but extensive, primary data have been collected and used widely to support and validate the research. Primary data have been collected from literature review using qualitative research data collection technique which includes extensive research of articles through various platforms such as online library resources, articles and blogs via google search, peer-reviewed journal articles and books. Articles selection was dependent on reading the abstracts and title then chosen for further review, only those are appropriate to our research.     

The purpose of data collection and analysis is reflecting the findings from various surveys. For which the samples need to be constructed uniformly in their definition and operationalization of variables  (Sapsford & Jupp, 2006). Analyzing data includes analyzing it in ways that uncover the connections, designs, and patterns. The major objective of our data collection and analysis was to understand the requirements of new ERP system and provide an optimal solution to our client.

Any research is just in the same class as the data that drives it, so picking the correct method of data collection can have a significant effect. According to Sapsford and Jupp (2017), data collection methods can be classified into; observation method, internet based data collection method, questionnaire method, and previous documents. Observational research is a sort of correlational (i.e., non-test) examine in which a specialist watches progressing behavior. However, the researchers have discovered new strategies for information collection and analysis due to the advancement of technology. This has developed from computerized data analysis, literature reviews, and utilization of the Internet in explore. Furthermore, the relevant data can gather through the internal documentary sources. There are two direct ways to collect the information from others experience and ideas such as questionnaire methods and focus group session.

The Integrative Framework of IS Theories

Because of limitation of time and resource and the nature of our project, we have focused on the four methods of the data collection; research, questionnaire, interview and relevant data from the client.

Web based research strategy refers to any research technique that uses the Internet to gather information. The paper features both positive and negative results experienced in various e-research about projects, concentrating on a few basic mistakes and troubles experienced by the authors. Therefore, we gathered accumulated ERP implementation information and most appropriate package selection from related journal articles and some are from the web reviews of writers. Then we found the most related Microsoft Dynamics is suitable for all levels of business and is accessible on the cloud, on premises or with a hybrid combination (Botta-Genoulaz, Millet, & Grabot, 2005).

To understand the requirements and expectations of the new system, we conducted a survey. A questionnaire was designed, consisting of 15 questions, consisting of three aspects; employee’s basic information, attitude towards the current system and expectation from the new system.

For collecting data, we had sent the questionnaire to 20 employees and fortunately, we had 15 respondents. The data collected were organized in a spreadsheet for analysis.

Other than survey, we also used interviews as another method to acquire data. Since our client is based in Canada, for interview we had regular meetings and interviews with Mr. Rahul Konda currently based in Sydney, who represents the client. During the interview, we asked series of questions regarding the current business processes and the expected outcome. The questions were related to attitude towards ERP system and important functionality of the ERP system.

From the beginning of the project, our project team has been discussing with our client for the access of internal data. However, because of the sensitivity of the data, we were provided the data structure and sample data that were enough to analyze the ERP database structure, system architecture, and business process.

Since the client were not using any specific system, we were provided data stored in spreadsheet. The data that were provided are listed in a table below.

Table 1 Client’s Data Structure

Data	Description
Customer data	All data related to the customer that is stored in Excel sheet.
Employees Data	All data related to employees.
Quote Data	The records of how the customers are charges for specific job.
Vendor data	Information regarding suppliers.
Inventory	Records of all equipment and chemicals used for cleaning.

After collecting the data from the survey, the data were entered into Microsoft Excel spreadsheet. The data then was used to create Pivot Table and pie charts were created to better understand the data.  

For the analysis of the interview data, we classified data in categories; 1) attitude towards current system; 2) reason for the attitude; 3) attitude towards ERP system; 4) expectation from the new system.  During the interview and review of the transcripts, certain key words that related to the data categories were highlighted and analyzed after which we were able to gain better understanding of their current business process and requirements.

The Requirements Engineering Framework

Currently, our client is performing all their work manually and recording their data in excel sheet. So, it is time-consuming for the employees to perform their daily work. So, it is very crucial that we analyze the data structure of the spreadsheets in order to minimize complications during data migration, which is the most critical step in ERP implementation. Before integrating data into the system, the data first needs to be cleaned and any anomalies need to be removed.  

Table 2: Conclusion of Data Analysis

Analysis	Understanding
Research	Using the primary and secondary data, one of the major reason for success or failure of the ERP system is people involved with the system and another factor is the alignment of technological and organizational requirements.
Survey	·         Employees are highly dissatisfied from the current system ·         Since, employees have not used any automated system, training is essential. ·         There is a mix reaction to change. The employees and the top managers resist change because of uncertainty and use of new system. That could be reduced by a user-friendly interface.
Interview	·         Possible issue: change management; data migration; security. ·         Issue with current business process.
Company data	·         Current data structure ·         Database Structure

After the analysis of the data, there was a clear understanding of the business processes and how the client has been storing data and how these data need to be managed before migrating into the new system.

Project artefacts are the document-based objects such as diagrams, design schemes or templates which help to explore project progress by phases and determine what results to produce upon completion of each phase. They define and document a planned outcome to be delivered under preset requirements and specification (Baxter, 2015). Project artefacts are important for administrative closure. During this project number of artefacts have been produced by the project manager and project team and archived to measure the progress of project. Some of the artefacts that have been submitted includes, Project Charter, Project Plan, Work Break Down Structure, Gantt chart, Change Management Plan etc.

At this point of time, with the data collection report, there are several new artefacts have been proposed and explained in detail about how they will help project team and business users. 

Business process model is produced as a design artefacts of ERP system development and can serve number of various functions in software development (Borch & Kristiansen, 2007). The process model is discovered by process mining techniques. Business process model describes the behavior and the execution of tasks in in flow such as control flow of activity or organizational control flow. Business process model shows the visual order of tasks to be executed using notations (Lu, 2013).  Such model is designed to facilitate certain qualities and elements in the final system (Borch & Kristiansen, 2007). This process model is created for Payroll system in Lucent Cleaning services, the model has been produced by analyzing current processes in the organization with additional functionalities that will help to build the final system of payroll.  

Cash flow is usually a concern for every business. The cash flow reports that are generated by Microsoft Dynamics NAV helps to maintain a separate cashflow from the ERP where it has access to all the data and can build logic to connect the dots.

It creates a cash flow forecast and then suggest entries from the sub-ledgers into a worksheet. It also allows to add manual entry for scheduled payments and bank transactions. The reports help organization to check its financial status and help to make sure it has enough to run comfortably (Gudmunsson, 2016). New information system will enable Lucent Cleaning services to generate report for cashflow of the business for any given time, will also allow users to manipulate the data and schedule future transactions.   

The third artefact is prepared in this report is the charts of accounts will be generated by ERP system, that will allow users to create different accounts for various entities such as for customers, vendors or assets.  

The last artefact produced for this project will be user training guide. The user training is one of the major reason for the failure of ERP system. Therefore, with the help of project team and experts, user training guide will be created and made available to business users to help them get familiarized with the new system.

Project plan is an important contributor to success of any project. A well-defined project plan will help project manager and organization to measure its progress which further helps to determine short-term and long-term goals. It also helps to make faster decisions and to prioritized tasks in order to maintain the timeline and associated costs of the project. Here, in this report, the project plan is illustrated with its activities    

The artefacts used in the project are basically document-based items including designs, themes, diagrams band various templates (Maess, Schröger & Widmann, 2016). These objects are used in exploring progress of the projects by phases and determining the results that are produced on completion of phase. Therefore, a defined document is planned for the outcome that is delivered using the requirements and specification. These artefacts are important for the administrative closure.

There are various artefacts described in the research that are clearly described. The project Charter, Work Breakdown Structure, project Plan, Gantt chart and change management Plan are the artefacts that are discussed in the project (Tanner et al., 2016).

The business process model has been discovered by process mining process that helps in development of a software in the organization. It describes the process control flow of the organization. It shows various behavior and execution of tasks in the research project.

The cash flow reports are produced by Microsoft Dynamics NAV that helps in maintaining a separate cash flow. It also helps in maintaining an entry manually for scheduled payments (Lopez-Calderon & Luck, 2014). The third artefact is charts of accounts that is created by the ERP system. This help in creating different accounts including vendors, customers and assets.

Data has been collected from organizing surveys, interviews and company data. These sources have helped in collecting relevant data and information related to the topic. The data collected from the internet sources have both positive and negative aspects in the data analysis. The ERP implementation data having a package is selected from elected journals and articles over the internet (Lu et al., 2015). The Microsoft Dynamics is appropriate for various levels of business. It can be accessed from cloud and different hybrid combination. There are 15 questions asked in the survey questionnaire that helps in gathering data and information related to the research topic. A sample of 20 employees are taken for the online survey (Shirk et al., 2017). After analysis the data and information collected from various sources, it is observed that the employees are dissatisfied with the current system of the organization. There is a requirement of training and motivation sessions for the employees. The data migration and change management are the possible issues discussed in the data analysis. The artefacts has helped in mitigating the issues identified in the current system of the organization. The business process model has helped in designing certain qualities in the final system. The user-training guide has helped in providing training tithe employees in the organization. This has provided familiar system to manage the ERP system of the company.

The artefacts have helped in maintaining the records of data and information related to the employees and customers in the company. The use pf the artefacts have helped in rectifying the challenges faced in the organization identified in literature review section. The artefacts provides flexibility in the ERP systems of the company (Clements et al., 2016). The data and information of the employees and customer are properly maintained in the database of the company. There has been various problems in maintaining the working hours of the employees in the previous system. The artefacts have helped in maintaining the RP system in a way to resolve these problems in the company. The payroll of the employees according to their working hours has been maintained and proper wages are provided to them. This have helped in enhancing the employee engagement in the company. The ERP lifecycle requirement analysis has various technical consideration that is evolved by organization and individual ones.

Business process models are serving a various number of functions in the software development of business process support system. The vision of making a new model unite the various aspects of ERP system in software development. The artefact is designed for different profession within the ERP development. The development of teams that are physically situated in various countries. The artefacts are helping in supporting the people directly involved in market for various purpose (Brouwer et al., 2014). The business process model has been discovered by process mining process that helps in development of a software in the organization. It describes the process control flow of the organization. It shows various behavior and execution of tasks in the research project. The project plan provides important management skills in the project for its beneficial of the company. It helps in enhancing the decision-making system of the company. It provides fast decision-making styles of the management of the company in the market (Frank et al., 2015). The timeline of the project has been enriched and the time of the project has been deducted. The third artefact is charts of accounts that is created by the ERP system. This help in creating different accounts including vendors, customers and assets. The generic business model is moving towards an ERP system of the company. There are different opportunities created due to the use of artefacts in the ERP system. The data and information related to the workers has been properly recorded using the ERP module (Meyberg, Sommer & Dimigen, 2017). Therefore, this helps in maintaining a proper database of the data and information of the workers in the company. The developers have to provide an overview of the domain and provide innovative ideas for managing the ERP system of the company.

The problem of the project has been removed by the use of the artefacts in the ERP system. The human effort in the company has been reduced. The human efforts was creating problems including human errors in the calculation of the working hours and payroll (Bakos et al., 2017). Therefore, the use of the artefacts have helped in managing the ERP systems of the company in the market The use of the artefacts in the ERP system has enabled the use of the machine work in the company. The paper work has been reduced in the company that helps in minimizing the human errors in the work environment (Marrero et al., 2017). The machine printed balance sheet has helped in maintaining the wages and salaries of the employees and workers in the company. The cash flow reports are produced by Microsoft Dynamics NAV that helps in maintaining a separate cash flow. It also helps in maintaining an entry manually for scheduled payments (Matook & Brown, 2017). The previous ES system in the company was costly and complex. The system was not user-friendly that causes complexity in using them. The use of the artefact have enabled a cost-effective module for the company in the market. The use of the artefacts have helped in minimizing the consequences of human work in the company. 

The research has used both the secondary and primary data for performing the study on the topic. The use of the relevant data related to the ERP system have helped in maintaining transparency in the research. The success and failures factors of the ERP system has been discussed in the research on the technological aspects. During the survey, it is analyzed that most of the employees are dissatisfied with the current system. The employees are not using an automated system. Therefore, training of the employees is required to enhance their skills and technical abilities. There has been mix reaction due ti the change. The top employees and managers can resist change due to the uncertainty of the new system. There has been various possible issues identified from the interview session. The problems including change management and data migration has been a common problem in the scenario. The company data has able to reorganize the current data structure. After the analysis of the information gathered from various sources, it is cleared that the business process of the company has been properly maintained with the use of the artefacts in the ERP systems.

The use of the artefacts in the ERP system have faced various challenges including difficulties in accepting the ERP system by the employees of the company. The employees were not ready to use the ERP system, as they were not aware of the system. There is a lack in training sessions for the employees. The technical ability of the employees has not been enhanced. The cost of the ERP system has been a challenge for the company as the initial cost is slightly high. This have caused negligence in accepting the ERP system in the company.

It can be concluded that the use of the artefacts has helped in maintaining the ERP systems of the company. The report shows the beneficial factors of the artefacts in adapting the system in the company. The profitability and efficiency of the ERP system has been discussed in the study.

It is recommended to provide training sessions for the employees in the organization. This helps in educating them about the new technologies used in the market. Thus also helps in enhancing their technical skills or increasing their productivity and efficiency.  

Conclusion 

As a part of the project, this data collection report is prepared by the project team. This report included project background and relevant information about the organization. The main objective of this report was to develop the understanding of data collection and data analysis and why it is one of the important aspect for any ERP project. This report provided information for selected frameworks and theories used in preparing the project documents.  Moreover, to track the project progress and measure the success of ERP implementation, development of appropriate artefacts is important. This report has shown the artefacts prepared by project team and how those artefacts help the organization to solve the business problem and business users to adapt to the new system that will help their day-to-day operation automated that will result into more efficiency and profitability for organization by reducing operation costs and increased productivity. 

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