Understanding the End User - A Multi-Level Framework for Change Management in Large-Scale Enterprise System Transformations

Enterprise system implementations frequently encounter significant challenges, including resistance to change, unrealistic expectations, and organizational complexity. High failure rates highlight the need for effective change strategies. Human factors - such as motivation, uncertainty, and stakeholder expectations - are critical to project outcomes. However, in large organizations, purely user-centered approaches are rarely feasible due to scale and structural constraints.

Bas, Hakan, 2025

Type of Thesis Master Thesis
Client
Supervisor Moriggl, Pascal
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This thesis develops a multi-level change management framework that integrates user-focused elements into a broader organizational structure. The framework is based on a qualitative case study of the SAP S/4HANA transformation at Swiss Federal Railways (SBB), employing a Design Science Research approach that incorporates expert interviews, observations, and secondary data.
The result is a phase-oriented framework structured around four key pillars—User Enablement, Leadership & Governance, Communication & Trust, and Operational Alignment—each linked to Lewin’s Unfreeze, Move, and Freeze phases. The action fields within each pillar were validated by experts and reflect high practical relevance.
The findings show that successful change requires integrated coordination across leadership, communication, operations, and user support. While direct user involvement may be limited, user experience remains essential. The framework offers actionable and scalable guidance for complex enterprise transformations.
Studyprogram: Business Information Systems (Master)
Keywords
Confidentiality: öffentlich
Type of Thesis
Master Thesis
Authors
Bas, Hakan
Supervisor
Moriggl, Pascal
Publication Year
2025
Thesis Language
English
Confidentiality
Public
Studyprogram
Business Information Systems (Master)
Location
Olten