Process Compliance and Enterprise System Implementation

Enterprise systems promise to integrate the processes of an entire enterprise. To attain this promise, users must do more than accept the technology; they must adhere to the process scripts prescribed by the enterprise system. In this paper we introduce and motivate "process compliance" as an important issue associated with enterprise system implementation. Through both qualitative and quantitative analysis of the process compliance of one firm's sales force, we identify and measure four key drivers of process compliance: ease-of use, perceived value, urgency, and gatekeeper flexibility. We find that traditional technology acceptance factors are important determinants of process compliance, and connect with process-specific factors to improve individuals' willingness to work within the bounds of prescribed processes