Evaluation of enterprise resource planning system performance by balanced scorecard method: An agricultural business application

In today's world, businesses compete increasingly complex and in digital environment. In this global and competitive business environment where technology is developing rapidly, businesses looking for ways to improve their operations and improve their activities are forced to invest in enterprise resource planning systems. Successful implementation of an enterprise resource planning system is one of the main factors that increase productivity, quality, and competitiveness. On the other hand, enterprise resource planning systems are very costly, complex projects that take a long time to implement, so if they are not properly planned and managed, their implementation can lead to risky results. Therefore, despite the enormous expenses related to the installation and use of the enterprise resource planning system, there are uncertainties related to the performance of the system. The main purpose of this study is to create a generally valid model that enables the measurement of enterprise resource planning system performance in the agricultural sector with the balanced scorecard method. Another purpose of the study is to determine and prioritize the key performance indicators in the enterprise resource planning system, Customer Relations (CRM), Financial Accounting (FI) and Production Planning (PP) modules in the agricultural sector. In order to achieve the aim of the study, both qualitative and quantitative data collection methods were used. As a quantitative research method, the Balanced Scorecard method was used to measure the performance of the system and the Fuzzy Analytic Hierarchy Process method was used to prioritize the key performance indicators determined for the relevant modules. To reach qualitative data for the research, resources such as enterprise resource planning system implementations, business processes, balance sheet and income statement, and quality management system of a corporate business in the agricultural sector were analyzed. At the same time, the opinion of experts who have knowledge about the enterprise resource planning system has been used. The data obtained because of extensive observation and deep inquiry have been analyzed. The results obtained from the thesis study were interpreted in accordance with the findings of the analyses performed. The results of the thesis provide several recommendations for both practitioners and researchers. As a result of the research, the most important key performance indicators that enable the measurement of competitiveness in the agricultural sector have been identified. Managers will consider the key performance indicators that are prioritized to support the success and competitiveness of the business. The balanced scorecard method model, which was also developed in the study, will provide useful guidance to managers on the balanced evaluation and measurement of the enterprise resource planning system. In this way, the research will shed light on the measurement and evaluation of the performance of the system to both the enterprises using the enterprise resource planning system and the managers.