Employee Productivity and Service Quality Enhancement Using ERP With Knowledge Management: A Study in a Power Distribution Company in the Global Context

Abstract

Many researchers have identified that implementation of knowledge management (KM) improves the success rate of enterprise resource planning (ERP) in different sectors, but the support of KM in post-ERP implementation in the service sector is yet to be analyzed. The aim of the study is to confirm the support of KM and to identify the post-implementation effect of ERP on employees and service quality. For the fulfillment of this research, data were gathered from the service sector's employees and consumers. The research has been processed in three stages: The first stage includes the variables identification from the previously published literature and reduced to smaller groups with the help of IBM SPSS software. Second stage explores the preparation of conceptual model. The third stage involves the identification and substantiation of KM support with post-ERP implementation, which has been accomplished through a short brainstorming session with employees and senior manager of power distribution company. This research concludes that there is positive support of KM in post-ERP implementation.