QUEENS’ COLLEGE
FACULTY OF BUSINESS AND ECONOMICS
SCHOOL OF GRADUATE STUDIES
DEPARTMENT OF BUSINESS ADMINISTRATION
THE EFFECT OF GRIEVANCE HANDLING PROCIDURES ON
EMPLOYEE SATISFACTION: IN CASE ADMINSTRATIVE
SATISFACTION: A CASE STUDY OF ADMINSTRATIVE STAFF
EMPLOYEE OF AUTHORITY FOR CIVIL SOCIETY
ORGANIZATION(ASCO)
BY:
(TSEHAI SHIFERAW)
ADVISOR :
TSEGAYE a. (PhD)
JULY, 2024
ADDISABABA, ETHIOPIA
Introduction
Background of the Study
Measuring performance will be a critical factor in optimizing accountability and sustainability
as outlined by various literatures on ERP system projects. To determine how successful a
project implementation has been completed, the degree of project success will be often
assessed in terms of time, cost, scope, and quality.
Few researches have been conducted in Ethiopia following the start of Enterprise Resource
planning implementation in the country (Abiot & Jorge (2012); Sintayehu, (2014), and
(Foziya, 2017). Most of these studies conducted on ERP are in the context of finding critical
success factors (CSFs) for the ERP implementation process. For instance, Foziya,
(2017) from the Information Science discipline has conducted a study to identify and analyze
the organizational, technological, and individual factors (CSFs) and their influence at each
phase of ERP implementation (Hasan et al., 2019). As pointed out by Willis and Willis -
Brown (2002), researchers have failed to provide an understanding of how these CSFs for the
implementation stage or exploitation stage may influence the subsequent performance
outcomes of an organization (Willis & Willis Brown, 2002). This creates the gap that this
study seeks to bridge, and makes the research unique.
Statements of the Problem
The ERP software will be an all-in-one tool used by many businesses for managing all of
their human resources, bill payment, and purchasing, manufacturing, and accounting processes.
It helps businesses collect crucial data and information on their clients as well as employees- and
all these help professionals manage day-to-day operations. SAP will be just one of the providers
of ERP solutions Around the EEU, companies are more likely to engage in ERP systems
(Kanellou & Spathwill be , 2013 cited in Foziya, 2017). Therefore, information will be available
in real-time for all users. Reasons underlying unsuccessful implementation include: dealing with
Enterprise will be Resource planning solely as software and not as a system; the inability to
adopt a new organizational policy to implement Enterprise Resource planning or to cope with
the changes created by Enterprise Resource
planning; projects going over budget; projects being terminated before the implementation
begins; and failure to achieve the planned objectives (Sayed et al., 2013).
The current problem with factors affecting the success of Enterprise Resource Planning (ERP)
project implementation at Ethiopia Electric Utility (EEU) is despite the growing importance
of ERP systems in improving organizational efficiency and effectiveness, the implementation
of such projects at Ethiopia Electric Utility (EEU) faces numerous challenges.
This study bridges the gap to find out organizational, technological, and individual factors affecting the
implementation of ERP at the implementation success of the ERP system from a project
management perspective and aims to identify and analyze the factors that affect the success of ERP
project implementation at EEU, to provide insights and recommendations to enhance future
implementation efforts. Specifically, this re se a rc h wi l l aim to investigate the impact of factors such as
top management support, Human Resources, End- User Training, effective communication, and project
team work on the success of ERP project implementation.
General Objective
The general objective of the research will be to identify factors affecting the success of
enterprise resource planning project implementation: the case of Ethiopia's electric utility.
Specific Objectives
The specific objectives of the research will be to:
To identify factors affecting enterprise resource planning project implementation.
To determine how top management support affects the success of the ERP project in
Ethiopia Electric Utility.
To determine how human resources affect the success of ERP project implementation in
Ethiopia Electric Utility.
Research question
1. What will be factors affecting enterprise resource planning project implementation in ERP
system?
2. How do top management supports affect the success of the ERP project in Ethiopia Electric
Utility?
3. How will human resources affect the success of ERP project implementation in Ethiopia Electric
Utility?
Research Design
Research design is a mapping strategy. It is essentially a statement of the object of the inquiry
and the strategies for collecting the evidence, analyzing the evidence, and reporting the
findings. (Tarhini et al., 2015) research designs are types of inquiry within qualitative,
quantitative, and mixed methods approaches that provide specific direction for procedures in a
research design. To identify success factors in an ERP system implementation, and conduct
correlational research design. This type of research design investigates the relationship
between two or more variables without the researcher controlling or manipulating any of
them. Kothari (2004) describes descriptive research design as one concerned with finding out
who, what, where, when, and how much. It helps the researcher to collect information from
the sample and use findings to generalize, draw a conclusion, and validate the study.
Research Methodology
To achieve the objective of the study, this chapter presents the research approach that will be
used to carry out the study, research design, sampling technique, type of data source,
technique of data collection, and method of data analysis.
S.N Objective Source
of Data Analytical Unit of
o data collection Model analysis
instrument
1 To identify factors affecting Primary Questionnaire Data analysis ERP as
enterprise will be e resource Source via & observation uses SPSS 26 an
software.
planning project questionnaire institutio
and n
implementation. observation
at ERP
2 Secondary Review of The qualitative
Top,
To determine how top
Source from company data are also middle
management support and
the review of files, prior analyzed, lower
affects the success of the summarized, and managem
company research
ERP project in Ethiopia presented under
ent at
files, prior studies and ERP
Electric Utility. research each management
different
studies, and role for
international
different triangulation
journals
international
journals
3 To determine how human Workers
at ERp
resources affect the success of
ERP project implementation in
Ethiopia Electric Utility.
