Prioritised best practices in a ratified consulting services maturity model for ERP consulting

Purpose – The purpose of this paper is to explore the factors that lead to consulting success in the enterprise software environment and thereby develop a refined consulting services maturity (CSM) model which includes prioritised best practices grouped under eight key focus areas (KFAs). Design/methodology/approach – The research is conducted among Tier‐1 enterprise resource planning (ERP) vendors using interviews, focus group sessions, and a web survey. Based on the findings of the survey, the CSM model is improved, refined, and ultimately ratified by a number of experienced ERP sector practitioners. Findings – The fundamental basis of the CSM model is that an enterprise software company will be able to improve the maturity level of its consulting services operations by focusing on certain key areas and adopting prioritised best practices in each of the key areas. These key areas include leadership, values, consulting skills, consulting success factors, adaptability, project management practices, profitability, and customer focus. The level of maturity of the organisation increases as best practices are implemented and continuously refined. Practical implications – The outcome is a blueprint for best practice consulting services for companies operating in the ERP software environment that can be adopted for very little cost. When implemented, the CSM model readily helps a company improve the performance of its consulting services business. Originality/value – Business performance is enhanced by selecting KFAs, including their associated best practices, and then targeting these for improvement. As further best practices are implemented and refined, the maturity level of the consulting practice increases. This model can easily be adopted by any consulting services company and with the necessary focus, it should lead to a dramatic improvement of most dimensions of a consulting practice.