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Abstract
Knowledge retention (k-retention) is vital for various enterprise resource planning (ERP) implementations in small and medium-sized enterprises (SMEs), though it is a highly demanding and challenging task. The aim of this paper is to investigate different types of approaches to k-retention and factors influencing k-retention in SMEs. Our study adopts a grounded theory approach with cases based on 12 ERP implementations in UK SMEs. We analyze our data using thematic analysis. The findings reveal specific elements that support the k-retention of ERP package knowledge and business process knowledge. These elements are: k-retention tools, documentation, human capital and the understanding of k-retention challenges. In addition to insights from these aspects, our study reveals two additional factors (project management and organizational culture) that influence ERP package k-retention and business process k-retention. Based on these findings, we develop an ERP k-retention (EKR) framework that can be utilized by SMEs which are considering implementing ERP systems, to facilitate knowledge retention during implementation.
Disclosure statement
No potential conflict of interest was reported by the authors.
Additional information
Notes on contributors
Uchitha Jayawickrama
Dr. Uchitha Jayawickrama is currently a Senior Lecturer in Information Systems and Course Manager at the School of Computing and Digital Technologies, Staffordshire University, UK. He obtained his Ph.D. degree from Plymouth University, UK. He has research, teaching and industry experience in the field of information systems, particularly in the areas of enterprise systems (ERP), cloud ERP, business process automation, knowledge management, KM systems, digitization (digital innovation & productivity), business intelligence, data analytics and business process re-engineering. He has published research in various renowned conferences, books and journals. He has involved in several research projects internally and externally. He is a reviewer for several journals and international conferences. He has editorial experience in various journals. He is a member of several scientific/technical/programme committees.
Shaofeng Liu
Dr. Shaofeng Liu is Professor of Operations Management and Decision Making. She obtained her Ph.D. degree from Loughborough University, UK. Her main research interests and expertise are in knowledge-based techniques to support business decision making, particularly in the areas of knowledge management, integrated decision support, digital business and quantitative decision methods. She is senior editor for open access journal, Cogent Business and Management. She has undertaken a number of influential research projects funded by UK research councils and European Commission with a total value of over €40M. She is currently PI and Co-I for four EU projects under the Horizon 2020 programme. She has published over 150 peer-reviewed research papers.
Melanie Hudson Smith
Dr. Melanie Hudson Smith is the Associate Head of Department for Strategy and Operations at the University of the West of England, in Bristol, UK. Her primary search interests are in operations improvement and implementation, sustainable supply chains and service quality, with recent publications in these areas. She has previously been involved in a number of applied projects in industry and has over 40 peer-reviewed research papers. She teaches Operations at both undergraduate and postgraduate levels and is currently supervising 3 Ph.D. students.
Pervaiz Akhtar
Dr. Pervaiz Akhtar is currently a Reader and Programme Director at the University of Hull Business School (UK). He is also a Visiting Professor of Big Data and Analytics, IESEG School of Management (France). Capitalizing on over 15 years of academic and industrial experiences from leading public, private, and non-profit-making organizations, his expertise encompasses a vast range of specialized domains from Business Analytics, Data Science, Information Systems, Innovative Research Methods/Techniques, and Operations Management to Supply Chain Planning and Control. His research has appeared in top-ranked journals, and he can be reached at [email protected] or [email protected].
Mamoon Al Bashir
Dr Md. Mamoon-Al-Bashir is working as a Senior Lecturer at BRAC Business School, BRAC University, Dhaka, Bangladesh. He is a committed academic with over five years of teaching and research experience. Previously, he had the privilege of teaching at University of East Anglia, UK, Aberystwyth University, UK and East West University, Bangladesh. Dr. Bashir has recently finished his PhD from Norwich Business School, University of East Anglia. He is an Associate Fellow at the Higher Education Academy, UK. More than 15 of his international publications are there in reputed journals. He is also working as a regular reviewer of International Journal of Production Research, Journal of Business Research and Production, Planning and Control.