Evaluation of an enterprise resource planning system in turbulent times: a case study of the SMEs of the United Kingdom and Australia

The importance of an Enterprise Resource Planning (ERP) system has gained momentum since the onset of the COVID-19 pandemic. Such unexpected shocks have created opportunities and challenges for organisations. This chapter evaluates the benefits of the ERP system during the COVID-19 pandemic, drawing on two case studies from the United Kingdom and Australia which use the system. We provide an introduction and the background to the ERP and provide a clear justification of the qualitative interpretative approach used, followed by a coherent articulation of its four objectives, and then the structure. The research design and methodology unpacks the objectives and then describes the study’s qualitative approach and data collection. The case study presents a cross-functional interdependency between the product design, production, and project teams. The findings and analysis in the case study provide evidence that during turbulent times, it is important for SMEs to effectively utilise the capabilities of the ERP fully. To ensure the success of the ERP system, it is necessary to provide training both prior to and post the implementation phase to ensure there is a cohesive project team.