A critical evaluation of SAP healthcare industry solution implementation as a source of competitive advantage: A case study of Chitungwiza General Hospital

Abstract

Globally, SAP systems solutions are increasingly playing an important role transforming business processes. More important hospitals with their complex and varied operations have turned to the use of these enterprise resource planning systems. Chitungwiza general hospital adopted the use of SAP in 2014. This study aimed at evaluating the impact of SAP system implementation focusing on Chitungwiza general hospital. Consequently, this study aimed at an examination of the factors that surround SAP implementation in particular its facilitators and inhibitors and the overall impact on business areas such as SCM and accounting systems. This study was conducted in Chitungwiza covering all hospital departments that have integrated SAP solutions in their operations. Literature on SAP showed dearth in information concerning SAP implementation in the health industry. To address the research objectives, he study employed the mixed research methodology were qualitative (interviews) and quantitative (questionnaires) data were solicited to meet the research objectives. This triangulation and the pilot study conducted was instrumental in enhancing the validity and reliability of the findings. Data from the questionnaires was coded, a data set created and analyzed using the statistical package of social sciences to analyse descriptive and inferential statistics. Content analysis was also used for data analysis. The study findings revealed that SAP implementation has positively transformed hospital business operations that include accounting, records management and customer services management. Such changes, the research revealed have had a positive change on the profitability and viability of the health institution. The research found that although the hospital has prioritized SAP trainings challenges still exist concerning adequate resourcing of the SAP implementation processes. Granted these challenges, this study suggests that in order to reap the benefits of SAP implementation, adequate financing is extremely important. The hospital has to provide the monitoring frameworks to enhance the implementation process. It is hoped that these measures can enhance the implementation of SAP.