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Wei Qing Wu

DBA Graduate - 2020

Thesis title

ERP Quality Management, Dynamic Capability, and Firm Quality Performance

Supervisor(s)

Shujun Zhang
ABSTRACT Purpose To develop theoretical explanation, mechanism and empirical evidence on the relationship between ERP quality management and Chinese enterprise quality performance. Design/methodology/approach Built on theoretical analysis and on-site interviews, a questionnaire is designed to collect first-hand data. Empirical research methods are adopted. Findings (1) In the Chinese scenario, ERP quality management system has a great positive influence over firm performance. Specifically, ERP quality management can be divided into basic factors and synergistic factors. The former includes leadership support, full participation and customer orientation; and the later includes information sharing, constant improvement and supplier relationship. It is proved that leadership support, full participation and customer orientation contained in the basic factors of ERP quality management have great positive influence on product and process performance of the enterprise, and so do the information sharing, constant improvement and supplier relationship in synergistic factors. Besides, basic factors and synergistic factors of ERP quality management interact with each other and have a positive role in quality performance. (2) In general, dynamic capability has a mediating role in influencing of ERP quality management on quality performance. Specifically, the basic factors (leadership support, full participation and customer orientation) and synergistic factors (information sharing, constant improvement and supplier relationship) of ERP quality management are conducive to developing learning ability, coordinating capability and restructuring capability, and further exert positive influence on product and process quality performance. However, synergistic factors of quality management form restructuring capability in a direct way on a small scale. Therefore, the agent role of restructuring capability formed by synergistic factors of ERP quality management in influencing product and process quality performance has not been supported by empirical tests. (3) Environmental dynamism has different but significant moderating effect on the relation between the factors of ERP quality management and quality performance. Specifically, environmental dynamism greatly strengthens the positive relation between leadership support, full participation, customer orientation and information sharing of the basic factors and quality performance respectively. Meanwhile, environmental dynamism greatly weakens the relation between constant improvement and supplier relationship of the basic factors in ERP quality management and quality performance respectively. Research limitations/implications The study explores the correlation between ERP quality management and quality performance from the aspect of dynamic capability. Practical implications This study is helpful to the practice of ERP quality management in Chines enterprises. Originality/value The study not only establishes the relation between ERP quality management and quality performance and conduct empirical tests, but also develops the mechanism and scenarios, which makes great theoretical contributions. Keywords ERP (Enterprise Resource Planning), Quality management, Quality performance, Dynamic capability, Environmental Dynamics