erp系统中的可用性问题（英文ppt）

1、Identifying ERP Usability IssuesERP Research WorkshopBentley CollegeOctober 15, 2004Wendy LucasTamara BabaianHeikki TopiIdentifyingUsabilityIssuesAnecdotalevidenceHard to getdata intoERP systemMismatchbetween ERPterminologyandbusinesspracticesEven hardertogetinformationout!ExportdatatoExcel,Access t

2、o performanalysisForresterResearchevaluation*Tasksrequire inordinatepatienceand expertisetocompleteUsersshoulddemand betterusability*Chew,Orlov, &Herbert,2003ResearchQuestionsWhichcharacteristicsoflarge-scaleenterprisesystems haveanegativeimpactontheirusability?Howshould these characteristicsbecateg

3、orized?Cancollaborationtheorybeusedasa frameworkforidentifyingERP usabilityproblemsanddesigning systemswithimprovedusability?Multi-MethodStudyFieldstudytoidentifyusabilityproblemsDevelopmentofa theoretical model to provideastrongfoundationforenterprisesystemusability designandevaluationDevelopmentof

4、a prototypeExperimentalanalysisOrganizationalContext forFieldStudyDivisionofa verylargediversifiedFortune500corporationBusiness:maintenanceofcomplexengineeringartifactsAlldatacollectedfroma singlefacilityMethodand InformantsData collectionthroughsemi-structuredinterviewsAtthis stage,10interviews las

5、tingonaverageanhour eachA large varietyoforganizationalrolesrepresenting shopfloortechniciansupthroughuppermiddlemanagementAllinformants(except one)usersofthe samelarge-scaleintegratedERPsystemIdentified ProblemCategoriesIdentificationofandaccess to thecorrect functionalityTransactionexecutionsuppor

6、tSystemoutput limitationsSupport in error situationsTerminologyproblemsOverall systemcomplexityIdentifyingandFindingCorrect FunctionalityNavigation problems“Ormaybewehavesome menus,butpresently it maytake us four, fiveorsix routestogetustobasically onescreen. Idontalways seethelinks.”Difficultiesinu

7、nderstandingthedependencies betweenthe modules“Theyrewarehouse,inventory twoseparatemodules thatdonttalktooneanother.So, thatcreatesthat verysituation,wheresomebodycangoonthe warehousing side, andcancelatransferorder,but theydontknowtogolook on thematerialssideofthemodule,toseewhatthat resulted in.”

8、Lacking TransactionExecutionSupportUndulycomplextransactionsNeed to enter datarepetitively“whydoI havetokeepenteringthesamedata overand over?”Inconsistentbehavior“Well,Imean,weresoused to copyingand pasting. Insomecases,itremembers andwill carry overtosomeofthescreens,but notinallcases.”Lacking Tran

9、sactionExecutionSupportPoor supportfor exceptionsituations leads to systemavoidance“Likeaspecifictask,nobody wants to do itinthe system.Youknow,theyreused to justgoingand gettingthepartandmanuallydoingthe paperworkandjusttakingthe partand justtellingthebuyer-plannerlateraboutit.“SystemOutput Limitat

10、ionsInabilitytoget required output“IttheERP doesntgiveyouthe information youneed,anditjustmakesyourworkmore difficult Ifounditnot easytouse,notthe right information,didntupdate correctly,didnt havealotofflexibility.”Need to useexternaltoolstoprocess thedata further“And unlessI exportthat downintoan

11、Excel fileorsomething,thesystem isnot capableofcompressingthatdata, to minimize it,reduceit.”CognitivecomplexityofquerytoolsIts justthatyouneedtobea brain surgeontoactuallygoout andproduce yourown queries.Support in Error SituationsIncorrectorinsufficient error messages“Youve gottogoseesomebodyabout

12、how comeitsred. Butthatsafteryourtransactioniscompleted. Itjustsays transaction failedorsomethinglikethat.”Lack of specificity“Wehavea screenwherewetryand returnpartstothewarehouse andifthatsalreadybeen done, thetransactionhasalreadybeen done, it says1045error on thebottomofthe screen.Whatexpletived

13、oes thatmeantoanybody?”Missing error messages“Wehad thecustomized front-endandwehad to hittwobuttonstoexecute atransaction. Butthesystem willallowyou justtohit one.Sothe guyswouldhit oneandeverythingwouldbegreen,hey,I mustbeokay,but theynevercreatedtheotherrequirements thatwerenecessarytocomplete th

14、etransaction.”TerminologyProblemsUnfamiliar systemlanguage“The Helpisworthlessbecauseits definitelyprogrammers language based.Sohavingthe Helpcustomized forbusinessprocesseswouldbeanimportantpiece.“Well,itwas likethe spaceshiphadlanded,andtheseouterspacecreatures trainersgot off,and startedtalkingto

15、usabouthowweweregoingtodoourjob,because nobodyunderstood whattheywere saying.”Need fora glossary“Iputtogetheraglossaryofhowthe vocabularychangedfrom pre-ERPtopost,because peopledidntunderstandtheterms.”Overall SystemComplexityGeneral feelingofoverwhelming complexityleadingtofeelingsoffear“Itsa veryi

16、ntimidating system.“he waslike adeer;itwas likehegot so upset becauseitwas so outofhiskingdom,soout of hisnormal-heshutdownonme. “reactionwhenexplaining howtoentera well-understoodprocess to theERPsystemOtherObservationsHavingresources to customizeisvitally importantSignificantamountoftimeandeffort

17、spent on thedevelopmentofinformaldocumentationFormaldocumentationisseldomusedPowerusersplay averysignificantroleNon-powerusersare muchlesslikelytoexplorethesystemspotentialLearningtoperform anew taskisadifficultprocessbasedontrialanderror, evenfor experienced andmotivatedusersDespite these difficult

18、ies,givenenough timeand effort,usersdolearnhow to complete their required tasksMajorbenefitscome fromintegrated,consistentdataOtherObservationsApproachBasedonCollaboration TheoryAllusability problems discussedare examples of non-collaborative behavior by thesystem Recognizesthejointnature of theacti

19、vityViewssystemasapartner in collaborationViewing theSystemAsaPartnerI needthosesuppliesbyJanuary23, 2005I dont understandwhatyoumeanbyJanuary 23,2005Date periodisnotvalid.TryagainCollaboration Theory*Commitment to mutualsupport requiresRecognitionofthecontextinwhichtheactivityoccursCommunication to

20、 createcoordinated, although independent,subplansforthe activityMutualresponsivenessrequiresbothparties to share relevant knowledgeand adapt their behavior formutualsupportIfyourehaving aproblemwith asubtask,and Ican helpbyproviding information or performinganaction,I mustofferhelp.*Bratman, 1992; G

21、rosz &Kraus, 1996Example:PurchaseRequisitionTask:CreateaPurchaseRequisition(PR) fora newpart.ProblemsencounteredbyPat, theuser:StartnewPR-partnot in Material MasterscrapthePR,addpartMenu pathforaddinganewpartishard to locateifused onlyoccasionallyStartnewPR enter theplant,but forgotthepartnumberLook

22、 up thepart numberscreenchangescompletely-about12differentlookup optionsdisplayed which tochoose?Finally enteredall datashe hasbut manyPRformfieldsare still empty isshedone?Collaborative CritiqueInstead of havingtoscrappurchaseorderduetomissingpartLink to theAdd NewPart optionisreadily availablefrom

23、 thesame screenProblems1 and2 arepreventedInstead of requiringPattorememberthe partnumberSystemremembers thenumberofthe newly added partProvidesanoptionofenteringitautomaticallyAlso provides accesstoallpartsfor thatplantToletPat knowwhentheprocessiscompleteOptionalfieldsare clearlydistinguishable fr

24、omthe required onesUsingCollaboration TheoryFrameworkfor designandevaluationforusabilityRealignsresponsibilities betweenthe userand thesystemaccording to their roles andnatural strengths,e.g.User required to knowwhats thenext stepversusSystemguidingtheuserthrough thestepsofthebusinessprocessCollabor

25、ative approach to ERPdesignAdjustable/business-based systemvocabularyGuidancethrough steps of business processVisible accesstorelated tasksCommunication of progress madeafterperforminganactionInformationonimportantramifications of useractionsbeyondthe obviousSupport foruser in error situation:offeradiagnosis/fix and/oranalternativecourseofaction in terms familiar to theuserUsingPrinciples of CollaborationinInterface Design:aPrototypeBenef