Knowledge Transfer Mechanisms in an ERP Post-implementation Stage

This paper examines the knowledge transfer process in ERP post-implementation projects, and more specifically between the ERP project team and the IT support team. Case studies were conducted in three large organisations and data was collected via semi-structured interviews. Descriptive and graphical representations were used to analyze knowledge transfer processes for each case and a cross-case analysis was performed. Results from this exploratory study shed light on the relation between the IT support team's organizational structure and the use of knowledge transfer mechanisms according to different types of knowledge (functional and technical). This paper also shows the importance of deploying both formal and informal knowledge transfer mechanisms during post-implementation projects.