Evaluating the Usability of ERP Systems: What Can Critical Incidents Tell Us?
Enterprise Resource Planning (ERP) systems are notoriously difficult to use. The scope and complexity of their functionality can be overwhelming for users, who must typically undergo extensive training before they can make effective use of these systems. Understanding the specific usability problems experienced by users is essential to the development of more usable systems. This paper investigates how negative \"Critical incidents\" (i.e., serious breakdowns in human-computer interactions) encountered by users can improve the authors' knowledge and understanding of ERP usability problems.