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Publication

U.S. Air Force supply chain managers share attitudes regarding the use of the five elements of the ADKAR Model as critical success factors to implement enterprise resource planning software

Crowson, James W.
Abstract
This qualitative, phenomenological study explored the attitudes of civilian (non-military) U.S. Air Force supply chain managers regarding the use of the five elements of the ADKAR Model (awareness, desire, knowledge, ability, and reinforcement) as critical success factors (CSFs) to implement enterprise resource planning (ERP) software.
The dissertation was based on a literature review and qualitative interviews with 11 U.S. Air Force supply chain managers who have had experience with ERP implementations.
The significance of this research was based on the costly failure of the multiyear implementation of ERP software (ECSS) in the U.S. Air Force, and on the subsequent struggles to implement other such software.
The findings in this study indicated that participants perceived all five ADKAR elements are necessary CSFs for supporting employees before and after an ERP software implementation.
Practical implications of the findings indicated that the U.S. Air Force may benefit from integrating the ADKAR Model into a standardized change framework for ERP software implementation in its supply chain, that this framework should address employee extrinsic motivation by standardizing and mandating formal and informal recognition for employee demonstrations of required skills and behaviors, and that performance measurement should likewise be standardized and mandated to assess the need for reinforcement of required skills and behaviors through retraining or alternative training.
Overall, the study indicated that managing U.S. Air Force supply chain ERP software implementations should involve the use of the five elements of the ADKAR Model as CSFs to ensure required changes occur successfully on the individual level.
Date
2021-12