An investigation into the use of ERP systems in the service sector

Valerie Botta-Genoulaz () and Pierre-Alain Millet ()
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Valerie Botta-Genoulaz: LIESP - Laboratoire d'Informatique pour l'Entreprise et les Systèmes de Production - UL2 - Université Lumière - Lyon 2 - ECL - École Centrale de Lyon - Université de Lyon - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon - INSA Lyon - Institut National des Sciences Appliquées de Lyon - Université de Lyon - INSA - Institut National des Sciences Appliquées
Pierre-Alain Millet: LIESP - Laboratoire d'Informatique pour l'Entreprise et les Systèmes de Production - UL2 - Université Lumière - Lyon 2 - ECL - École Centrale de Lyon - Université de Lyon - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon - INSA Lyon - Institut National des Sciences Appliquées de Lyon - Université de Lyon - INSA - Institut National des Sciences Appliquées

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Abstract: Recently, service organizations have invested considerable resources in the implementation of Enterprise Resource Planning (ERP) systems, even using solutions initially targeted for manufacturing companies. The aim of this paper is to get an insight into how services approach ERP implementation. A review of ERP projects, especiallyin services, completed bysix case studies has been undertaken. We identify and discuss some characteristics of services, which are discriminatoryregarding manufacturing. Main characteristics identified deal with complete or partial integration, product or customer orientation, importance of labour, human factor. In conclusion, trends to standardization and integration seen in the industrial sector are also growing in services, but in different ways.

Keywords: ERP implementation; System integration; Services; Manufacturing; Healthcare (search for similar items in EconPapers)
Date: 2006
Note: View the original document on HAL open archive server: https://hal.science/hal-00266991v1
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Citations: View citations in EconPapers (13)

Published in International Journal of Production Economics, 2006, Vol.99 (Issues 1-2), pp.202-221. ⟨10.1016/j.ijpe.2004.12.015⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00266991

DOI: 10.1016/j.ijpe.2004.12.015

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