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1、Identifying ERP Usability IssuesERP Research WorkshopBentley CollegeOctober 15,2004Wendy LucasTamara BabaianHeikki TopiIdentifying Usability Issues nAnecdotal evidenceHard to get data into ERP systemMismatch between ERP terminology and business practicesEven harder to get information out!Export data
2、 to Excel,Access to perform analysis nForrester Research evaluation*Tasks require inordinate patience and expertise to completeUsers should demand better usability*Chew,Orlov,&Herbert,2003Research QuestionsnWhich characteristics of large-scale enterprise systems have a negative impact on their usabi
3、lity?How should these characteristics be categorized?nCan collaboration theory be used as a framework for identifying ERP usability problems and designing systems with improved usability?Multi-Method StudynField study to identify usability problemsnDevelopment of a theoretical model to provide a str
4、ong foundation for enterprise system usability design and evaluationnDevelopment of a prototypenExperimental analysisOrganizational Context for Field StudynDivision of a very large diversified Fortune 500 corporationnBusiness:maintenance of complex engineering artifactsnAll data collected from a sin
5、gle facilityMethod and InformantsnData collection through semi-structured interviewsnAt this stage,10 interviews lasting on average an hour eachnA large variety of organizational roles representing shop floor technicians up through upper middle managementnAll informants(except one)users of the same
6、large-scale integrated ERP systemIdentified Problem CategoriesnIdentification of and access to the correct functionality nTransaction execution supportnSystem output limitationsnSupport in error situationsnTerminology problemsnOverall system complexityIdentifying and Finding Correct FunctionalitynNa
7、vigation problems“Or maybe we have some menus,but presently it may take us four,five or six routes to get us to basically one screen.I dont always see the links.”nDifficulties in understanding the dependencies between the modules“Theyre warehouse,inventory two separate modules that dont talk to one
8、another.So,that creates that very situation,where somebody can go on the warehousing side,and cancel a transfer order,but they dont know to go look on the materials side of the module,to see what that resulted in.”Lacking Transaction Execution SupportnUnduly complex transactionsnNeed to enter data r
9、epetitively“why do I have to keep entering the same data over and over?”nInconsistent behavior“Well,I mean,were so used to copying and pasting.In some cases,it remembers and will carry over to some of the screens,but not in all cases.”Lacking Transaction Execution SupportnPoor support for exception
10、situations leads to system avoidance“Like a specific task,nobody wants to do it in the system.You know,theyre used to just going and getting the part and manually doing the paperwork and just taking the part and just telling the buyer-planner later about it.“System Output LimitationsnInability to ge
11、t required output“It the ERP doesnt give you the information you need,and it just makes your work more difficult I found it not easy to use,not the right information,didnt update correctly,didnt have a lot of flexibility.”nNeed to use external tools to process the data further“And unless I export th
12、at down into an Excel file or something,the system is not capable of compressing that data,to minimize it,reduce it.”nCognitive complexity of query toolsIts just that you need to be a brain surgeon to actually go out and produce your own queries.Support in Error SituationsnIncorrect or insufficient
13、error messages“Youve got to go see somebody about how come its red.But thats after your transaction is completed.It just says transaction failed or something like that.”nLack of specificity“We have a screen where we try and return parts to the warehouse and if thats already been done,the transaction
14、 has already been done,it says 1045 error on the bottom of the screen.What expletive does that mean to anybody?”nMissing error messages“We had the customized front-end and we had to hit two buttons to execute a transaction.But the system will allow you just to hit one.So the guys would hit one and e
15、verything would be green,hey,I must be okay,but they never created the other requirements that were necessary to complete the transaction.”Terminology ProblemsnUnfamiliar system language“The Help is worthless because its definitely programmers language based.So having the Help customized for busines
16、s processes would be an important piece.“Well,it was like the spaceship had landed,and these outer space creatures trainers got off,and started talking to us about how we were going to do our job,because nobody understood what they were saying.”nNeed for a glossary“I put together a glossary of how t
17、he vocabulary changed from pre-ERP to post,because people didnt understand the terms.”Overall System ComplexitynGeneral feeling of overwhelming complexity leading to feelings of fear“Its a very intimidating system.“he was like a deer;it was like he got so upset because it was so out of his kingdom,s
18、o out of his normal-he shutdown on me.“reaction when explaining how to enter a well-understood process to the ERP systemOther ObservationsnHaving resources to customize is vitally importantnSignificant amount of time and effort spent on the development of informal documentationFormal documentation i
19、s seldom usednPower users play a very significant rolenNon-power users are much less likely to explore the systems potentialnLearning to perform a new task is a difficult process based on trial and error,even for experienced and motivated usersnDespite these difficulties,given enough time and effort
20、,users do learn how to complete their required tasksnMajor benefits come from integrated,consistent dataOther ObservationsApproach Based on Collaboration TheorynAll usability problems discussed are examples of non-collaborative behavior by the system nRecognizes the joint nature of the activity nVie
21、ws system as a partner in collaborationViewing the System As a PartnerI need those supplies by January 23,2005I dont understand what you mean by January 23,2005 January 23,2005Date period is not valid.Try againCollaboration Theory*nCommitment to mutual support requiresRecognition of the context in w
22、hich the activity occursCommunication to create coordinated,although independent,subplans for the activitynMutual responsiveness requires both parties to share relevant knowledge and adapt their behavior for mutual supportIf youre having a problem with a subtask,and I can help by providing informati
23、on or performing an action,I must offer help.*Bratman,1992;Grosz&Kraus,1996 Example:Purchase Requisition Task:Create a Purchase Requisition(PR)for a new part.Problems encountered by Pat,the user:1.Start new PR-part not in Material Master scrap the PR,add part2.Menu path for adding a new part is hard
24、 to locate if used only occasionally3.Start new PR enter the plant,but forgot the part number4.Look up the part number screen changes completely-about 12 different lookup options displayed which to choose?5.Finally entered all data she has but many PR form fields are still empty is she done?Collabor
25、ative CritiquenInstead of having to scrap purchase order due to missing partLink to the Add New Part option is readily available from the same screenProblems 1 and 2 are preventednInstead of requiring Pat to remember the part numberSystem remembers the number of the newly added partProvides an optio
26、n of entering it automaticallyAlso provides access to all parts for that plantnTo let Pat know when the process is completeOptional fields are clearly distinguishable from the required onesUsing Collaboration TheorynFramework for design and evaluation for usabilitynRealigns responsibilities between
27、the user and the system according to their roles and natural strengths,e.g.User required to know whats the next stepversusSystem guiding the user through the steps of the business processCollaborative approach to ERP designnAdjustable/business-based system vocabularynGuidance through steps of busine
28、ss processnVisible access to related tasksnCommunication of progress made after performing an actionnInformation on important ramifications of user actions beyond the obvious nSupport for user in error situation:offer a diagnosis/fix and/or an alternative course of action in terms familiar to the us
29、erUsing Principles of Collaboration in Interface Design:a PrototypeBenefits of Using Collaboration Theory nIsolated examples of collaborative behavior already exist in some formnCollaboration cannot be“patched on”in the end of system developmentnPrinciples of collaboration can and should be used to
30、systematically address system requirements for a successful collaboration from the start.nCollaboration theory provides a framework for designing and evaluating ERP system usability.Work-in-ProgressnERP usability design and evaluation Development of design and evaluation guidelines for ERP systems b
31、ased on collaborationComplete development of prototypeUsability experiments with the prototypenField studiesContinue further interviews and surveys of ERP system usersSeek additional corporate partners for collaboration on ERP usabilitynCombine results of experimental testing with field studies Increase awareness of ERP usability issues and identify ways to address them to enhance productivityThank you!