The Role of ERP-Supported Informatization in Internal Supply Chain Performance: Evidence from a Case Study

Abstract

In recent years, organizations have increasingly invested in Enterprise Resource Planning (ERP) systems to improve process integration, coordination, and overall performance. However, despite these technological advancements, many organizations continue to face significant challenges in achieving stable, efficient internal supply chain operations. This study examines the role of ERP-supported informatization in internal supply chain performance, with a particular focus on the interactions among technological, organizational, and process-related factors. A qualitative single-case study approach was adopted, based on semi-structured interviews and analysis of internal company data. The findings reveal that, although the ERP system provides an integrated information environment, its potential is not fully realized in practice. Internal supply chain performance is significantly affected by fragmented processes, weak cross-functional coordination, and reactive decision-making. These factors contribute to a reinforcing cycle of instability characterized by frequent plan changes, inefficient procurement, and increased logistics costs. The study contributes to the existing literature by demonstrating that ERP-supported informatization is a necessary but insufficient condition for performance improvement. It highlights the importance of aligning technological capabilities with organizational structures and process practices and provides managerial implications for enhancing coordination and stability in internal supply chains.