2012 Volume 21 Issue 3 Pages 183-203
Abstract: The implemented enterprise information systems cannot keep being used automatically for a long span of time such as more than 10 years without maintenance. Maintenance is indispensable for every system to adapt to changes in business environment and new rules in the operational phase after go-live over the life of the system. Though it is important for every user organization to design the process of the maintenance management, but in fact, studies which are focusing on the maintenance activity in operation phase are scarce. This study grasps the maintenance trends on the investigated large scale custom-built enterprise information system by collecting the maintenance tasks that actually occurred between April, 2009 and March, 2010, classifying the collected maintenance tasks based on two perspectives of “detail of work” and “factor of occurrence”, and sorting out the number and the workload of the maintenance tasks in each classification. In addition, this study identifies the characteristics of the investigated enterprise information system based on the maintenance trends. We also address why maintenance takes place on an ad-hoc basis.
