ERP系统中的可用性问题(英文PPT)

IdentifyingERPUsabilityIssuesERPResearchWorkshopBentleyCollegeOctober15,2004WendyLucasTamaraBabaianHeikkiTopiIdentifyingUsabilityIssuesAnecdotalevidence•HardtogetdataintoERPsystem–MismatchbetweenERPterminologyandbusinesspractices•Evenhardertogetinformationout!–ExportdatatoExcel,AccesstoperformanalysisForresterResearchevaluation*•Tasksrequireinordinatepatienceandexpertisetocomplete•Usersshoulddemandbetterusability*[Chew,Orlov,&Herbert,2003]ResearchQuestionsWhichcharacteristicsoflarge-scaleenterprisesystemshaveanegativeimpactontheirusability?•Howshouldthesecharacteristicsbecategorized?CancollaborationtheorybeusedasaframeworkforidentifyingERPusabilityproblemsanddesigningsystemswithimprovedusability?Multi-MethodStudyFieldstudytoidentifyusabilityproblemsDevelopmentofatheoreticalmodeltoprovideastrongfoundationforenterprisesystemusabilitydesignandevaluationDevelopmentofaprototypeExperimentalanalysisOrganizationalContextforFieldStudyDivisionofaverylargediversifiedFortune500corporationBusiness:maintenanceofcomplexengineeringartifactsAlldatacollectedfromasinglefacilityMethodandInformantsDatacollectionthroughsemi-structuredinterviewsAtthisstage,10interviewslastingonaverageanhoureachAlargevarietyoforganizationalrolesrepresentingshopfloortechniciansupthroughuppermiddlemanagementAllinformants(exceptone)usersofthesamelarge-scaleintegratedERPsystemIdentifiedProblemCategoriesIdentificationofandaccesstothecorrectfunctionalityTransactionexecutionsupportSystemoutputlimitationsSupportinerrorsituationsTerminologyproblemsOverallsystemcomplexityIdentifyingandFindingCorrectFunctionalityNavigationproblems•“Ormaybewehavesomemenus,butpresentlyitmaytakeusfour,fiveorsixroutestogetustobasicallyonescreen.Idon’talwaysseethelinks.”Difficultiesinunderstandingthedependenciesbetweenthemodules•“They're[warehouse,inventory]twoseparatemodulesthatdon'ttalktooneanother.So,thatcreatesthatverysituation,wheresomebodycangoonthewarehousingside,andcancelatransferorder,buttheydon'tknowtogolookonthematerialssideofthemodule,toseewhatthatresultedin.”LackingTransactionExecutionSupportUndulycomplextransactionsNeedtoenterdatarepetitively•“…whydoIhavetokeepenteringthesamedataoverandover?”Inconsistentbehavior•“Well,Imean,we'resousedtocopyingandpasting.…Insomecases,itremembersandwillcarryovertosomeofthescreens,butnotinallcases.”LackingTransactionExecutionSupportPoorsupportforexceptionsituationsleadstosystemavoidance•“Like[aspecifictask],nobodywantstodo[it]inthesystem.…Youknow,they’reusedtojustgoingandget[ting]thepartandmanuallydoingthepaperworkandjusttakingthepartandjusttellingthebuyer-plannerlateraboutit.“SystemOutputLimitationsInabilitytogetrequiredoutput•“It[theERP]doesn'tgiveyoutheinformationyouneed,anditjustmakesyou[r]workmoredifficult–Ifounditnoteasytouse,nottherightinformation,didn'tupdatecorrectly,didn'thavealotofflexibility.”Needtouseexternaltoolstoprocessthedatafurther•“AndunlessIexportthatdowninto[an]Excelfileorsomething,thesystem[isnot]capableofcompressingthat[data],tominimizeit,reduceit.”Cognitivecomplexityofquerytools•It'sjustthatyouneedtobeabrainsurgeontoactuallygooutand……produceyourown[queries].SupportinErrorSituationsIncorrectorinsufficienterrormessages•“You’vegottogoseesomebodyabouthowcomeit’sred.Butthat’safteryourtransactioniscompleted.…Itjustsaystransactionfailedorsomethinglikethat.”Lackofspecificity•“Wehaveascreenwherewetryandreturnpartstothewarehouseandifthat'salreadybeendone,thetransactionhasalreadybeendone,itsays‘1045error’onthebottomofthescreen.What[expletive]doesthatmeantoanybody?”Missingerrormessages•“Wehadthecustomizedfront-endandwehadtohittwobuttonstoexecuteatransaction.Butthesystemwillallowyoujusttohitone.Sotheguyswouldhitoneandeverythingwouldbegreen,hey,Imustbeokay,buttheynevercreatedtheotherrequirementsthatwerenecessaryto[completethetransaction].”TerminologyProblemsUnfamiliarsystemlanguage•“The‘Help’isworthlessbecauseit'sdefinitelyprogrammer’slanguagebased.Sohavingthe‘Help’customizedforbusinessprocesseswouldbe[an]importantpiece.“•“Well,itwaslikethespaceshiphadlanded,andtheseouterspacecreatures[trainers]gotoff,andstartedtalkingtousabouthowweweregoingtodoourjob,becausenobodyunderstoodwhattheyweresaying.”Needforaglossary•“Iputtogetheraglossaryofhowthevocabularychangedfrompre-[ERP]topost,becausepeopledidn'tunderstandtheterms.”OverallSystemComplexityGeneralfeelingofoverwhelmingcomplexityleadingtofeelingsoffear•“It'saveryintimidatingsystem.“•“…hewaslikeadeer;itwaslikehegotsoupsetbecauseitwassooutofhiskingdom,sooutofhisnormal--heshutdownonme.“[reactionwhenexplaininghowtoenterawell-understoodprocesstotheERPsystem]OtherObservationsHavingresourcestocustomizeisvitallyimportantSignificantamountoftimeandeffortspentonthedevelopmentofinformaldocumentation•FormaldocumentationisseldomusedPowerusersplayaverysignificantroleNon-powerusersaremuchlesslikelytoexplorethesystem’spotentialLearningtoperformanewtaskisadifficultprocessbasedontrialanderror,evenforexperiencedandmotivatedusersDespitethesedifficulties,given