Working in the shadows: Understanding ERP usage as complex responsive processes of conversations in the daily practices of a Special Operations Force

SummaryIn this paper we explore how ERP systems are used and impact local practice in a specialized unit within The Danish Defense. We draw on Stacey's theory of complex responsive processes to inspire our observations of how ERP systems are used and impact local practice specifically focusing on what role conversations about the system plays in enabling and constraining everyday local practice and the handling of complexity and uncertainty at the organizational front-line. Our findings suggest that the use of ERP does lead to an increased awareness of control, but that this awareness emerges in unintended and creative ways through different communicative patterns. Furthermore our findings suggest that implementing ERP systems may lead to unlearning the ability of trusting professional intuition.

► Attention should be paid to the role of conversations about ERP systems.
► The use of ERP systems is highly influenced by how people talk about them.
► Employees do not ERP systems to resist them.
► ERP systems may lead to unlearning the ability of trusting professional intuition.