Determining ERP customization choices using nominal group technique and analytical hierarchy process

• A framework from the literature for ERP customization has been used in the study.
• The nominal group technique (NGT) and the analytical hierarchy process (AHP) have been applied to the ERP customization framework.
• A case study is presented to illustrate the application of NGT and AHP to determine feasible customization choices for ERP implementation initiatives.
• The study presents theoretical and practical implications for better understanding of ERP implementation process.

An enterprise resource planning (ERP) system is an information system that supports and integrates many facets of a business. A critical issue in ERP implementation is how to bridge the gap between the ERP system and an organization's business processes by customizing either the system, or the business processes of the organization, or both. Literature review shows that customization is a major hindrance in most of the ERP implementation projects. This research applies nominal group technique (NGT) and analytical hierarchy process (AHP) techniques to Luo and Strong's framework to help organizations determine feasible customization choices for their ERP implementation initiatives. A case study is presented to illustrate its applicability in practice. The study has theoretical and practical implications for our understanding of ERP implementation process.