Approccio della teoria degli stakeholder all'implementazione di un Enterprise System in un'azienda multinazionale: caso studio della Supplier Warranty Recovery di CNH Industrial

Nowadays, it is more and more evident how ICT has become a major facilitator of business operations and also one of the main catalist of fundamental changes, not only in the structure and management of an organisations, but also in the behaviour of people. This paper wants to discuss how the implementation and integration of the managerial software like SAP in a corporation, benefits or negatively impacts the groups of interests involved in this process. To make this analysis, in the first chapter, I am going to outline how Stakeholder Theory was born and what are its reinterpretations today to introduce the concept of joint value creation; in addition, I will refer to the value creation process quoting Chernev models. In the second chapter there is the starting point of this research: a study conducted by two Slovenian researchers who found no correlation, in their sample, between the use of Information and Communication Technologies and Non-Financial Performance of a company. Immediately after, to deepen this hypothesis, I'm going to elaborate on how economic literature has approached the development of a corporate IT system, according to the principles of stakeholder theory, to conceptually understand how to take advantage of ICT to create joint value for the collaborators of a company. In the third paragraph of this chapter I am going to resume the models developed by researchers in this field to analyze in detail the stakeholders categories involved in the implementation of an Enterprise System and their interrelations. In the third chapter, we will try to answer to the research question “how the implementation of an Enterprise System in a multinational company creates joint value for its stakeholders?” by analyzing in detail the case study of CNHi's Supplier Warranty Recovery; first I will make an introduction of the historical background of the company and of the SWR process; after I will analyze the stakeholder categories that are part of it, their activities and their interrelationships. Finally I will explain how this implementation improves the value proposition of the company and how the various collaborators will benefit from it. Through this case study analysis I will try to support the hypothesis that the implementation of an Enterprise System can improve non-financial performance.