ERP系统中的可用性问题(英文PPT).ppt 27页

IdentifyingERPUsabilityIssuesERPResearchWorkshopBentleyCollegeOctober15,2004WendyLucasTamaraBabaianHeikkiTopi IdentifyingUsabilityIssuesAnecdotalevidenceHardtogetdataintoERPsystemMismatchbetweenERPterminologyandbusinesspracticesEvenhardertogetinformationout!ExportdatatoExcel,AccesstoperformanalysisForresterResearchevaluation*TasksrequireinordinatepatienceandexpertisetocompleteUsersshoulddemandbetterusability*[Chew,Orlov,&Herbert,2003] ResearchQuestionsWhichcharacteristicsoflarge-scaleenterprisesystemshaveanegativeimpactontheirusability?Howshouldthesecharacteristicsbecategorized?CancollaborationtheorybeusedasaframeworkforidentifyingERPusabilityproblemsanddesigningsystemswithimprovedusability? Multi-MethodStudyFieldstudytoidentifyusabilityproblemsDevelopmentofatheoreticalmodeltoprovideastrongfoundationforenterprisesystemusabilitydesignandevaluationDevelopmentofaprototypeExperimentalanalysis OrganizationalContextforFieldStudyDivisionofaverylargediversifiedFortune500corporationBusiness:maintenanceofcomplexengineeringartifactsAlldatacollectedfromasinglefacility MethodandInformantsDatacollectionthroughsemi-structuredinterviewsAtthisstage,10interviewslastingonaverageanhoureachAlargevarietyoforganizationalrolesrepresentingshopfloortechniciansupthroughuppermiddlemanagementAllinformants(exceptone)usersofthesamelarge-scaleintegratedERPsystem IdentifiedProblemCategoriesIdentificationofandaccesstothecorrectfunctionalityTransactionexecutionsupportSystemoutputlimitationsSupportinerrorsituationsTerminologyproblemsOverallsystemcomplexity IdentifyingandFindingCorrectFunctionalityNavigationproblems“Ormaybewehavesomemenus,butpresentlyitmaytakeusfour,fiveorsixroutestogetustobasicallyonescreen.Idon’talwaysseethelinks.”Difficultiesinunderstandingthedependenciesbetweenthemodules“They"re[warehouse,inventory]twoseparatemodulesthatdon"ttalktooneanother.So,thatcreatesthatverysituation,wheresomebodycangoonthewarehousingside,andcancelatransferorder,buttheydon"tknowtogolookonthematerialssideofthemodule,toseewhatthatresultedin.” LackingTransactionExecutionSupportUndulycomplextransactionsNeedtoenterdatarepetitively“…whydoIhavetokeepenteringthesamedataoverandover?”Inconsistentbehavior“Well,Imean,we"resousedtocopyingandpasting.…Insomecases,itremembersandwillcarryovertosomeofthescreens,butnotinallcases.” LackingTransactionExecutionSupportPoorsupportforexceptionsituationsleadstosystemavoidance“Like[aspecifictask],nobodywantstodo[it]inthesystem.…Youknow,they’reusedtojustgoingandget[ting]thepartandmanuallydoingthepaperworkandjusttakingthepartandjusttellingthebuyer-plannerlateraboutit.“ SystemOutputLimitationsInabilitytogetrequiredoutput“It[theERP]doesn"tgiveyoutheinformationyouneed,anditjustmakesyou[r]workmoredifficult–Ifounditnoteasytouse,nottherightinformation,didn"tupdatecorrectly,didn"thavealotofflexibility.”Needtouseexternaltoolstoprocessthedatafurther“AndunlessIexportthatdowninto[an]Excelfileorsomething,thesystem[isnot]capableofcompressingthat[data],tominimizeit,reduceit.”CognitivecomplexityofquerytoolsIt"sjustthatyouneedtobeabrainsurgeontoactuallygooutand……produceyourown[queries]. SupportinErrorSituationsIncorrectorinsufficienterrormessages“You’vegottogoseesomebodyabouthowcomeit’sred.Butthat’safteryourtransactioniscompleted.…Itjustsaystransactionfailedorsomethinglikethat.”Lackofspecificity“Wehaveascreenwherewetryandreturnpartstothewarehouseandifthat"salreadybeendone,thetransactionhasalreadybeendone,itsays‘1045error’onthebottomofthescreen.What[expletive]doesthatmeantoanybody?”Missingerrormessages“Wehadthecustomizedfront-endandwehadtohittwobuttonstoexecuteatransaction.Butthesystemwillallowyoujusttohitone.Sotheguyswouldhitoneandeverythingwouldbegreen,hey,Imustbeokay,buttheynevercreatedtheotherrequirementsthatwerenecessaryto[completethetransaction].” TerminologyProblemsUnfamiliarsystemlanguage“The‘Help’isworthlessbecauseit"sdefinitelyprogrammer’slanguagebased.Sohavingthe‘Help’customizedforbusinessprocesseswouldbe[an]importantpiece.““Well,itwaslikethespaceshiphadlanded,andtheseouterspacecreatures[trainers]gotoff,andstartedtalkingtousabouthowweweregoingtodoourjob,becausenobodyunderstoodwhattheyweresaying.”Needforaglossary“Iputtogetheraglossaryofhowthevocabularychangedfrompre-[ERP]topost,becausepeopledidn"tunderstandtheterms.” OverallSystemComplexityGeneralfeelingofoverwhelmingcomplexityleadingtofeelingsoffear“It"saveryintimidatingsystem.““…hewaslikeadeer;itwaslikehegotsoupsetbecauseitwassooutofhiskingdom,sooutofhisnormal--heshutdownonme.“[reactionwhenexplaininghowtoenterawell-understoodprocesstotheERPsystem] OtherObservationsHavingresourcestocustomizeisvitallyimportantSignificantamountoftimeandeffortspentonthedevelopmentofinformaldocumentationFormaldocumentationisseldomusedPowerusersplayaverysignificantroleNon-powerusersaremuchlesslikelytoexplorethesystem’spotential Learningtoperformanewtaskisadifficultprocessbasedontrialanderror,evenforexperiencedandmotivatedusersDespitethesedifficulties,givenenoughtimeandeffort,usersdolearnhowtocompletetheirrequiredtasksMajorbenefitscomefromintegrated,consistentdataOtherObservations ApproachBasedonCollaborationTheoryAllusabilityproblemsdiscussedareexamplesofnon-collaborativebehaviorbythesystemRecognizesthejointnatureoftheactivityViewssystemasapartnerincollaboration ViewingtheSystemAsaPartnerIneedthosesuppliesbyJanuary23,2005Idon’tunderstandwhatyoumeanbyJanuary23,2005Dateperiodisnotvalid.Tryagain… CollaborationTheory*CommitmenttomutualsupportrequiresRecognitionofthecontextinwhichtheactivityoccursCommunicationtocreatecoordinated,althoughindependent,subplansfortheactivityMutualresponsivenessrequiresbothpartiestosharerelevantknowledgeandadapttheirbehaviorformutualsupportIfyou’rehavingaproblemwithasubtask,andIcanhelpbyprovidinginformationorperforminganaction,Imustofferhelp.*[Bratman,1992;Grosz&Kraus,1996] Example:PurchaseRequisitionTask:CreateaPurchaseRequisition(PR)foranewpart.ProblemsencounteredbyPat,theuser:StartnewPR-partnotinMaterialMaster–scrapthePR,addpartMenupathforaddinganewpartishardtolocateifusedonlyoccasionallyStartnewPR–entertheplant,butforgotthepartnumberLookupthepartnumber–screenchangescompletely-about12differentlookupoptionsdisplayed–whichtochoose?Finallyenteredalldatashehas–butmanyPRformfieldsarestillempty–isshedone? CollaborativeCritiqueInsteadofhavingtoscrappurchaseorderduetomissingpartLinktotheAddNewPartoptionisreadilyavailablefromthesamescreenProblems1and2arepreventedInsteadofrequiringPattorememberthepartnumberSystemremembersthenumberofthenewlyaddedpartProvidesanoptionofenteringitautomaticallyAlsoprovidesaccesstoallpartsforthatplantToletPatknowwhentheprocessiscompleteOptionalfieldsareclearlydistinguishablefromtherequiredones UsingCollaborationTheoryFrameworkfordesignandevaluationforusabilityRealignsresponsibilitiesbetweentheuserandthesystemaccordingtotheirrolesandnaturalstrengths,e.g.Userrequiredtoknowwhat’sthenextstepversusSystemguidingtheuserthroughthestepsofthebusinessprocess CollaborativeapproachtoERPdesignAdjustable/business-basedsystemvocabularyGuidancethroughstepsofbusinessprocessVisibleaccesstorelatedtasksCommunicationofprogressmadeafterperforminganactionInformationonimportantramificationsofuseractionsbeyondtheobviousSupportforuserinerrorsituation:offeradiagnosis/fixand/oranalternativecourseofactionintermsfamiliartotheuser UsingPrinciplesofCollaborationinInterfaceDesign:aPrototype BenefitsofUsingCollaborationTheoryIsolatedexamplesofcollaborativebehavioralreadyexistinsomeformCollaborationcannotbe“patchedon”intheendofsystemdevelopmentPrinciplesofcollaborationcanandshouldbeusedtosystematicallyaddresssystemrequirementsforasuccessfulcollaborationfromthestart.CollaborationtheoryprovidesaframeworkfordesigningandevaluatingERPsystemusability. Work-in-ProgressERPusabilitydesignandevaluationDevelopmentofdesignandevaluationguidelinesforERPsystemsbasedoncollaborationCompletedevelopmentofprototypeUsabilityexperimentswiththeprototypeFieldstudiesContinuefurtherinterviewsandsurveysofERPsystemusersSeekadditionalcorporatepartnersforcollaborationonERPusabilityCombineresultsofexperimentaltestingwithfieldstudiesIncreaseawarenessofERPusabilityissuesandidentifywaystoaddressthemtoenhanceproductivity Thankyou!