Identifying Critical Success Factors (CSF) in ERP Implementation Using AHP: A Case Study of a Social Insurance Company in Indonesia

Abstract

Enterprise resource planning (ERP) implementations often encounter multifaceted challenges, leading to failures. Success relies on technical competence, management support, and user engagement. Unique organizational processes significantly influence outcomes. Failures can disrupt operations, highlighting the need to identify critical success factors (CSFs) for effective ERP implementation. This study employed analytic hierarchy process (AHP) methodology to analyze CSFs. Data collection involved surveys administered to a social insurance company’s ERP project team in Indonesia. This study revealed 15 success factors, categorized into organization, process, and technology dimensions. Organization emerged as the most crucial, followed by technology and process. Among these, five CSFs stood out: project team competence, vendor and consultant quality, ERP fit, top management support, and hardware and software selection.