ERP Implementation Project: Lucent Cleaning Services, Canada

This project focuses on the implementation of an Enterprise Resource Planning (ERP) system at Lucent Cleaning Services, a Canadian cleaning company. The study aims to address the company's current manual business processes, which are time-consuming and prone to errors, by implementing Microsoft Dynamics NAV. The report details the project objectives, which include integrating and automating business processes to improve customer service and operational efficiency. It discusses the project's aims to deliver a tailored ERP solution and identifies the problems associated with the current manual system. The project adopts the Integrative Framework of IS Theories and the Requirements Engineering Framework to guide the implementation. The methodology involves data collection through interviews, questionnaires, and a review of literature. The report outlines the data analysis process, explains the proposed artifacts, and presents a project plan. The conclusion emphasizes the importance of a structured approach for successful ERP implementation to enhance efficiency and productivity within Lucent Cleaning Services.

Table of Contents
Introduction..............................................................................................................................3
Project objectives.....................................................................................................................4
Project Aims.............................................................................................................................4
Project related problems.........................................................................................................4
Adopted theories/frameworks.................................................................................................5
1.0 The Integrative Framework of IS Theories.................................................................5
2.0 The requirements engineering framework..................................................................7
Methodology.............................................................................................................................8
Data collection and Data Analysis..........................................................................................8
Data Analysis..........................................................................................................................11
Explanation of Proposed Artefacts.......................................................................................13
Project Plan.............................................................................................................................17
Conclusion...............................................................................................................................19
References...............................................................................................................................20

Introduction
In today’s competitive global business environment, the organisations strive to improve
their business operations by using information systems to gain competitive advantage based
on strategic improvements, customer satisfaction, and reduced cost (Chien & Tsaur, 2007;
Fulton, 2015). Enterprise Resource System (ERP) provide enormous benefits to the
organisations to meet the changing requirements of business by providing timely, accurate
and integrated information to make better decisions (Davenport, 1998). ERP software
supports the efficient operation of business process throughout a business, it covers sales,
marketing, resource distribution, accounting, budgeting, customer service activity and
human resources and it promises more and better information which can lead to lower
costs and higher efficiency, productivity, and profitability (Candra, 2011; Kim, 2009).
This report is based on the ERP implementation at Lucent cleaning Services, which is based
on Canada. Lucent cleaning company is specialised in various cleaning services such as
professional window cleaning, commercial and residential cleaning over the years. However,
the company operates its business processes manually which are time consuming and prone
to errors. This report will further describe the business problem and how ERP solution will
help organisation to overcome the problem.
Using ERP solution, Lucent cleaning will be able to automate its business processes such as
keeping track of inventory, resource distribution such as equipment, supplies and men
force, payroll system to generate automated quote and invoices, HR operations, keeping
track of employees and their working hours, real-time status of ongoing jobs that will
provide better customer service and increase company’s efficiency and effectiveness (Kim,
2009). New information system will also enable the main office to keep track and
communicate with the branch offices in real time, providing information needed
immediately, which would normally take a lot of time to acquire these data. Enterprise
resource plan also enables the company’s officials to secure information that is otherwise
deemed sensitive and only authorized personnel can access it.
This report will discuss the related methodologies, theories and frameworks used in the
implementation of ERP solution in Lucent cleaning. Also, in order to implement an ERP
system there are some important factors to consider making the successful transition such
as data collection and analysis, use of appropriate techniques for data collection and

analysis. The report will highlight the artefacts that will be produced over the duration of
project and explain why they are important in project lifecycle. Further, it will project the
completion plan for ERP implementation project in Lucent Cleaning Services.
Project objectives
The main objective of this study is to explore the various aspects of IS system to successfully
implement an ERP solution in Lucent Cleaning Services which will help the company to
integrate and automate its business processes to improve customer service and business
operations by making fact based decisions. integrated, accurate and streamlined business
operations will help the company to eliminate manual paperwork and spreadsheets, also
will allow to keep track of ongoing work, employees and real-time inventory of equipment.
Project Aims
The aim of the project is to deliver an ERP solution that is best fit into the organisation
according to its need and requirement that is Microsoft Dynamics NAV, will meet the
objective of this project. The new system will link different areas of Lucent Cleaning Services
into a tightly integrated system with shared data and visibility which in turn, will allow to
improve the business processes and eliminate excessive paperwork, ERP will help Lucent to
eliminate manual data entry that will improve productivity by generating automated
invoices and purchase orders.
Project related problems
For Lucent Cleaning Services to provide better services to customers and to expand its
business in this competitive market, it requires a system in place that can help to streamline
business processes. As of now, from the research of the organization, the collected
information shows that company operates its work that is completely based on human
efforts from the customer orders to execution of jobs, generating invoices, reports for top
managers, orders for supplies, inventory, track of working hours and payroll. There is only
little use of technology in place, such as only using excel to record the data manually by
entering data periodically in to the spreadsheets. Most of the data is stored in papers that
creates lots of work for office staff also no integration of data within the organization.

In order to overcome all problems and deliver best services, there is a need of information
system in the company that enables LCS to streamline its operations with tight integration
of organizational data and processes with better, accurate information.
Despite the significant benefits of ES, successful implementation of ES system into an
organization is costly, complex and problematic due to various factors such as lack of
functional fit with the organization, lack of support from top management and involved
process users (Candra, 2011; Parvizi, Oghbaei, & Khayami, 2013). However, a systematic
approach that is well structured, disciplined and controlled can facilitate the successful
implementation of ES that will bring the desired outcome in the organization (Chien &
Tsaur, 2007; Rabaa'i, 2010).
Adopted theories/frameworks
1.0 The Integrative Framework of IS Theories
ERP is utilized broadly these days because of a few advantages of ERP framework. However,
ERP execution failure rate is additionally higher. Azadeh recommends that business
associations are more worried about the physical usage of ERP framework, instead of the
components, reason and impacts that assistance shape the utilization of this innovation as
an institutional challenge (Pishdad, Koronios, Reich, & Geursen, 2014). ERP technology
institutionalisation is a current marvel. It is the consequence of completely absorbed and
incorporated technology which happens when innovation use ends up plainly steady,
routinized and inserted inside the association's work procedures and its value chain process
which influences the insight of the higher production advantage, business esteems, and
achievement.
Integrative ERP Institutionalisation Framework is depicted in figure. Internal layer of this
framework is ERP assimilation process including initiation, adoption, and routinisation
stages.

Figure 1: Integrative ERP Institutionalisation Framework (Azadeh Pishdad, 2014)
In the second layer, the collaborations between different technical, organisational, social,
and cultural indicators from IS theories (Information System theories). ERP
institutionalisation is the outer layer of the system and one of the foundation components
of IS theories.
At the point when ERP is systematized, it will be approved by users of Lucent Cleaning
Company (LCS), and in this way, the possibility of its prosperity will be expanded. The
primary explanation behind this achievement is that LCS’s employees end up plainly
comfortable with this system and can utilize its elements successfully in their normal
exercises without requiring advisor. At this stage additionally acting in consistence with the
institutional impacts are sensible by the individuals who share ERP system. According to
Azadeh Pishdad (2014) an integrative record of all technological, organisational (including
various social, cultural, informational elements) and environmental (e.g., institutional
effects) factors through different phases of ERP integration are required to be considered
which enhance the possibility of successful ERP implementation ventures.

2.0 The requirements engineering framework
The framework interfaces requirements engineering with the ERP advancement lifecycle
and utilizes a business procedure modelling methodology to help both the RFI (Request for
intrigue) and RFP (Request for proposition) foundation. The method includes the managerial
perspective, the process perspective and the technology perspective keeping in mind the
end goal to characterize information technology determinations associated with the
operation of the organization and the necessities of its stakeholders. In ERP implementation
lifecycle, requirements analysis is the phase where technical considerations must be
adjusted according to business, organizational and individual ones (Nikolaos A. Panayiotou,
2015).
This framework comprises of four phases for effective requirements engineering throughout
ERP deployment lifecycle. In the first phase, the data accumulated from the appropriate
responses of a RFI.
Figure 2: The framework for requirements engineering in ERP systems development lifecycle(Panayiotou,
Gayialis, Evangelopoulos, & Katimertzoglou, 2015)
The future process model is designed during phase two depending on AS-IS analysis,
priorities of business, key vision and requirements of association obtained through RFI

stage. Phase three includes functional requirements for the ERP package. In ERP
implementation phase, ERP system is implemented according to requirements analysis.
The two critical purposes behind the failure of ERP implementation are: incorrect functional
specifications by association and misconception of functional requirements by ERP
implementers said by (Panayiotou et al., 2015). Use of this framework limits these hazards
by use of business process models from the initial phases of the requirements analysis.
Methodology
In this section, this paper will focus on different methodologies used in producing the
research paper. In order to address project problem and providing the according solution to
the organization, only secondary data is not sufficient which has been collected from the
organization. Various techniques were used to collect information from top level managers
and employees such as personal interviews to have in depth information, giving out
questionnaires and survey forms to have overall information about the business processes
being used by employees from various departments within the organization. The
questionnaires were used to find out the problems being faced and what are the changes
they would like to have in various department that can help reduce the efforts and increase
productivity and profitability at large.
Moreover, to make the research not limited but extensive, primary data have been
collected and used widely to support and validate the research. Primary data have been
collected from literature review using qualitative research data collection technique which
includes extensive research of articles through various platforms such as online library
resources, articles and blogs via google search, peer-reviewed journal articles and books.
Articles selection was dependent on reading the abstracts and title then chosen for further
review, only those are appropriate to our research.
Data collection and Data Analysis
The purpose of data collection and analysis is reflecting the findings from various surveys.
For which the samples need to be constructed uniformly in their definition and
operationalization of variables (Sapsford & Jupp, 2006). Analyzing data includes analyzing it
in ways that uncover the connections, designs, and patterns. The major objective of our data

collection and analysis was to understand the requirements of new ERP system and provide
an optimal solution to our client.
Data collection:
Any research is just in the same class as the data that drives it, so picking the correct
method of data collection can have a significant effect. According to Sapsford and Jupp
(2017), data collection methods can be classified into; observation method, internet based
data collection method, questionnaire method, and previous documents. Observational
research is a sort of correlational (i.e., non-test) examine in which a specialist watches
progressing behavior. However, the researchers have discovered new strategies for
information collection and analysis due to the advancement of technology. This has
developed from computerized data analysis, literature reviews, and utilization of the
Internet in explore. Furthermore, the relevant data can gather through the internal
documentary sources. There are two direct ways to collect the information from others
experience and ideas such as questionnaire methods and focus group session.
Because of limitation of time and resource and the nature of our project, we have focused
on the four methods of the data collection; research, questionnaire, interview and relevant
data from the client.
Internet Based Data:
Web based research strategy refers to any research technique that uses the Internet to
gather information. The paper features both positive and negative results experienced in
various e-research about projects, concentrating on a few basic mistakes and troubles
experienced by the authors. Therefore, we gathered accumulated ERP implementation
information and most appropriate package selection from related journal articles and some
are from the web reviews of writers. Then we found the most related Microsoft Dynamics is
suitable for all levels of business and is accessible on the cloud, on premises or with a hybrid
combination (Botta-Genoulaz, Millet, & Grabot, 2005).

Survey
To understand the requirements and expectations of the new system, we conducted a
survey. A questionnaire was designed, consisting of 15 questions, consisting of three
aspects; employee's basic information, attitude towards the current system and expectation
from the new system.
For collecting data, we had sent the questionnaire to 20 employees and fortunately, we had
15 respondents. The data collected were organized in a spreadsheet for analysis.
Interview
Other than survey, we also used interviews as another method to acquire data. Since our
client is based in Canada, for interview we had regular meetings and interviews with Mr.
Rahul Konda currently based in Sydney, who represents the client. During the interview, we
asked series of questions regarding the current business processes and the expected
outcome. The questions were related to attitude towards ERP system and important
functionality of the ERP system.
Previous Documents
From the beginning of the project, our project team has been discussing with our client for
the access of internal data. However, because of the sensitivity of the data, we were
provided the data structure and sample data that were enough to analyze the ERP database
structure, system architecture, and business process.
Since the client were not using any specific system, we were provided data stored in
spreadsheet. The data that were provided are listed in a table below.

Table 1 Client's Data Structure
Data Analysis
Survey
After collecting the data from the survey, the data were entered into Microsoft Excel
spreadsheet. The data then was used to create Pivot Table and pie charts were created to
better understand the data.
Interview
For the analysis of the interview data, we classified data in categories; 1) attitude towards
current system; 2) reason for the attitude; 3) attitude towards ERP system; 4) expectation
from the new system. During the interview and review of the transcripts, certain key words
that related to the data categories were highlighted and analyzed after which we were able to
gain better understanding of their current business process and requirements.
Data Description
Customer data All data related to the customer that is stored in Excel sheet.
Employees Data All data related to employees.
Quote Data The records of how the customers are charges for specific
job.
Vendor data Information regarding suppliers.
Inventory Records of all equipment and chemicals used for cleaning.

Relevant Data
Currently, our client is performing all their work manually and recording their data in excel
sheet. So, it is time-consuming for the employees to perform their daily work. So, it is very
crucial that we analyze the data structure of the spreadsheets in order to minimize
complications during data migration, which is the most critical step in ERP implementation.
Before integrating data into the system, the data first needs to be cleaned and any anomalies
need to be removed. Then after, the relationship between the data sets are established, that
can be represented via Entity Relationship Diagram.
Figure: Company Data Samples