A model of enterprise systems capabilities

This study has developed a model of ES capabilities to analyze the extent and quality of the use of ES in organizational contexts. The model consists of six general ES capabilities that can be used and deployed by organizations: 1) transaction automation, 2) decision-making process support, 3) monitoring performance, 4) customer service, 5) coordination, and 6) process management automation. The model itself was initially formulated from concepts in IS and ES literature. Then, the model was applied, validated and tuned through an in-depth case study.