Communication Quality and ERP Implementation Project Success: Exploring the influence of communication quality between the IT project team and the affected business units on implementation success

Communication between the information systems specialist and the user has long been recognised as an important aspect of successful information system development projects. The study investigated the influence of communication quality on project success in an Enterprise Resource Planning system implementation at a large North-American manufacturing company. The current study found support for the individual attributes of communication quality, namely completeness, credibility, accuracy, purpose adequacy, timeliness, openness, audience adequacy, bidirectionality, and a balance of formality vs. informality. The study found indications that a lack of communication quality might impact ERP implementation project success negatively whereas better communication quality might foster success. The ERP project at the organisation was successful in terms of traditional project success measures such as "on time" and "on budget". However, communication quality seemed to have a negative correlation to the quality of the relationship between the project team and the business as well as user satisfaction. System acceptance and use appeared to have been facilitated by better communication quality.