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Managing Outsourced Support for ERP Systems
Abstract
A case study of a manufacturing enterprise that is assisted by an IT services vendor in implementing and supporting its ERP system across different countries it operates in the Asia Pacific region brings out the important facets of managing outsourced support for ERP systems. The importance of identifying the roles and responsibilities of stakeholders is an important first step. Preliminary results indicate that the success in supporting the ERP system is dependent on formalizing service level agreements, establishing rules to manage geographically split teams with streamlined point of contacts between different stakeholders.
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