Developing Information Technology Policies for Enterprise Resource Planning to Improve Customer Orientation and Service

Sustainability is critical challenge faced by enterprises now-a-days. The objective of enterprises is to ensure that the short and long-term plans are engaged with the sustainability dimensions of technology, social, environmental and economics. Since Information Technology (IT) can be considered as a catalyst to the sustainability of enterprises, in this paper, the authors concern with IT-related enterprise objectives or business goals; i.e. improve customer orientation and service, which is Business Goal number 4 (BG4) within Control OBjectives for Information and related Technology (COBIT).