University of Hertfordshire

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Original languageEnglish
Number of pages15
Pages (from-to)1027-1041
JournalInformation Development
Journal publication date1 Sep 2016
Publication statusPublished - 1 Sep 2016


Information technology (IT) is increasingly playing a crucial role in managing business processes across all industries and organizations but business managers and analysts seem to underestimate the impact of usability of IT solutions on processes and people. This paper focuses on the usability of one of the most popular business process management software systems, SAP, which comes as an integrated solution that incorporates the key business functions and processes of an organization. The paper critically analyzes related issues and implications using the System Usability Scale (SUS) and semi-structured interviews. Several considerations and suggestions are drawn in terms of rethinking and pursuing usability in training when applied to Enterprise Resource Planning (ERP) and other systems supporting business process management.

ID: 10608495