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Developing Information Technology Policies for Enterprise Resource Planning to Improve Customer Orientation and Service


Riyanarto Sarno, Anisah Herdiyanti


Vol. 10  No. 5  pp. 82-94


Sustainability is critical challenge faced by enterprises nowadays. The objective of enterprises is to ensure that the short and long-term plans are engaged with the sustainability dimensions of technology, social, environmental and economics. Since Information Technology (IT) can be considered as a catalyst to the sustainability of enterprises, in this paper we concern with IT-related enterprise objectives or business goals; i.e. improve customer orientation and service, which is Business Goal number 4 (BG4) within Control Objectives for Information and Related Technology (COBIT). Furthermore, the Enterprise Resource Planning (ERP) system is considered as an important IT application and is commonly implemented in an enterprise; however, in many cases the ERP practices were not successful and their failure factors were not published. In this regard, we propose ten IT policies for ERP practices, which are developed based on ten IT Processes within two IT Goals (ITG), i.e. ensure satisfaction of end users with service offerings and service levels (ITG3) and make sure that IT services are available as required (ITG23). These IT Goals are aligned with BG4. The IT policy objectives are designed to support ITG3 and ITG23 in achieving BG4. Then, ten IT Policies for ERP practices are developed based on the IT policy objectives for the related IT Processes. In this paper, we elaborate more detail the IT policy for ERP practices related to IT Process Delivery and Support 7 (DS7); i.e. educate and train users. The IT policy for ERP practices related to DS7 is also equipped with the management directions. Then, the procedures are developed based on the IT policy objectives and management directions; whereas the contents of the procedures are composed according to the existing Enterprise Maturity Level (EML) of the corresponding IT Process. The IT policy for DS7 is provided with three procedures and the related activities. Hence, the IT policies for ERP practices, which were supported by the procedures, could suitably facilitate the success of an ERP system during planning, implementation and delivery of services in the enterprise. Furthermore, the IT policies for ERP practices ensured the ERP could improve customer orientation and service.


ERP, Policy, Procedure, COBIT, Service Portfolio