The Interaction Dynamics Between an ERP System and Organizational Knowledge in the Post - Implementation : an Interpretative Case Study

Abstract

Enterprise Resource Planning- ERP systems constitute a phenomenon of relevant dimension in the current business world. Due to their own construction and operation characteristics, ERPs can substantially influence relevant aspects related to organizational knowledge. The central interest of this article is to understand the interaction dynamics of these technologies with organizational knowledge in a post-implementation phase of an ERP system within a service oriented organization. For this, a case study was performed using an interpretative approach of analysis in a regional telecommunication service organization installed in Brazil. The interpretations of the results of the study indicate that the ERP system was playing a technocratic role, influencing and being influenced by dominant rationality. Substantial limitations were observed with regards to the space for learning, local innovation and concerning the contestation on the knowledge embedded in the ERP system itself.