ERP Evaluation in Healthcare Organizations: Results of an Empirical Study

In the last decade ERP systems have been diffusing in all the sectors, including public and healthcare sector. This paper aims to define a reference model to assess ERP systems and conduct an empirical study on public hospitals adopting ERP systems in Italy. First a literature overview is presented focusing on evaluating approaches and types of benefits linked to the introduction of ERP systems. Second the empirical analysis is described in two steps: (a) identification and classification of data collected and (b) calculation of some indicators allowing a comparative evaluation. Data collection belong to interviews and document analysis conducted in the organizations. The assessment concerns three perspectives: economic, organizational and strategic. As regards the economic perspective, costs and benefits are classified in three main categories allowing to calculate summary indicators. As far as the organizational perspective is concerned benefits belonging to process changes are presented. The strategic perspective focuses on the influence of ERP systems on decision-making processes and customer satisfaction. Finally, the contribution highlights two critical success factors: professional skills of the users and the consistency between ERP logic and the organisational model are two key success factors in ERP implementations. These two aspects helps to explain the variability observed in terms of both investment carried out and benefits recorded in the different organizations.