Overcoming critical failure factors in enterprise information systems implementation: A viable system model framework for manufacturing firms

Enterprise Information Systems (EISs) are a strategic management tool for delivering value to supply chain stakeholders by enabling end-to-end coordinated and sustainable operations. Nonetheless, fundamental challenges during the implementation process of such digital systems are the disintegration of EISs and the emergence of relevant Critical Failure Factors (CFFs). To this end, extant research overlooks the potential of the combined application of Operational Research (OR) and Viable System Model (VSM) as heterarchical tools to structure EIS project implementations for enabling effective information sharing and communication in supply networks. Therefore, the aim of this research is twofold: (i) to develop a critical taxonomy of CFFs that impact industrial EISs’ implementation via exploring and reviewing recent EIS-focused projects; and (ii) to explore the role of soft OR and VSM in avoiding disintegration of EISs during implementation. This research presents guidelines for the successful implementation of EISs, derived from empirical data in a manufacturing firm. The study results contribute to the OR and the VSM research domains by identifying a practical framework to shelf-manage the complex interactions that emerge during an EIS’s implementation process.