Framework for Implementing ERP Integrating Client-Consultant Agency Management within Moroccan SMEs

Nowadays, Enterprise Resource Planning (ERP) is a preferred solution for Small and Medium-sized Enterprises (SMEs) wishing to modernize and integrate their information Systems (IS). However, implementing an ERP remains a complex process due to the organizational constraints specific to SMEs and the difficulties associated with the implementation process. In the context of Moroccan SMEs, the lack of a structured implementation framework and conflicts between the client and the consultant are major factors affecting the success of ERP projects. Furthermore, most of the theoretical frameworks presented in the literature are structured around similar phases, do not take into account the client-consultant agency management, and were developed in contexts different from that of Morocco. This research aims to develop an ERP implementation framework that integrates client-consultant agency management, specifically adapted to Moroccan SMEs. To achieve this objective, a mixed-methods approach was adopted. We opted for a quantitative research method using the PLS-SEM statistical technique, with the aid of SmartPLS software, to examine how client–consultant agency management affects the success of ERP implementation within Moroccan SMEs. Next, we used the action research method to develop a framework for ERP implementation that integrates client–consultant agency management within Moroccan SMEs. The proposed framework is based on five phases, each defining the objectives, inputs, processes, outputs, critical success factors (CSF), and associated risks. The integration of client-consultant agency management makes it possible to anticipate and manage organizational, technical, and human conflicts, particularly through the contract and conflict resolution strategies. This study contributes to both academic research and professional practice by offering consultants and Moroccan SMEs a structured framework aimed at improving the success of ERP projects.