Causes of failure in the implementation and functioning of information systems in organizations

Abstract

When implementing or starting up an information system, there are usually a number of causes that can lead to its failure. Today, there are few companies that do not rely on technology to carry out their business processes. Wanting to have a competitive advantage over its competitors and the changing global business, puts pressure on the implementation of information systems implementation projects, be it an ERP (Enterprise Resource Planning), a CRM (Customer Relationship Management) or Big Data projects to manage a central repository of all internal and external data that a company can manage. Although it is an illusion for the company to start a project to implement an information system, its failure can lead to its key business processes not being carried out correctly. This article has the purpose of exposing the most common causes when implementing an information system, but also during the operation of the system, which can lead to organizational chaos and to take measures that no company wishes to take. A real case of failure is exposed during the implementation of an information system in an important Mexican company. The research team was allowed to interview general and systems area managers as well as employees. In addition, a survey was carried out among 30 people between managers and heads of department who followed closely on the implementation process of the global operations and technology system within of the company. The most influential factors were a deficient administration, a bad definition of the project and inappropriate consultancy.