Evaluation of mobile ordering post-implementation

Many ERP system projects are not evaluated properly after their implementation, including the implementation of promising mobile technologies to improve business performance of companies. Mobile ordering system (MOS) is a system that harnesses the mobility of mobile devices that facilitates salespeople to create sales quotations at any time and any place, enabling them to create orders immediately at customers´ locations without the need to return to the home office. This research tries to evaluate MOS post-implementation by comparing sales performance before and after MOS implementation. Since the results are at the high-level abstraction that is prone to inaccuracy, fine-grained evaluation is conducted by comparing the performance of salespeople equipped with MOS and the performance of traditional salespeople. The evaluation indicates that mobile ordering systems have no significant contribution to improve sales performance. Ironically, salespeople tend to merely migrate from traditional, paper-based selling to just selling using mobile devices without enhancing their sales performance. Thus, the more realistic way to measure MOS contribution is by measuring to what extend MOS improves business process efficiency. It is found that MOS can reduce significantly the average time required for processing a sales quotation document to become a sales order document.