What training issues should I be prepared to address when implementing a new ERP system?

Here's my cut on a basic training agenda:

CONCEPTUAL OVERVIEW - WHAT IS ERP, HOW DOES AN ERP SYSTEM FIT INTO HOW WE DO BUSINESS

First, one has to understand that ERP systems are conceptually, automated planning systems. If your organization has never used ERP/MRP/MRPII (a formal planning system) in the past, that's an education all to itself.

TERMS YOU SHOULD KNOW

Each ERP system's approach differs. All claim to be best practice based, but most interpret and implement best practices differently and worse, invent and/or use their own volcabulary.

BASIC NAVIGATION

An ERP system often has common ways of doing system tasks. Often, system navigation, user data entry interfaces, system configuration tasks and report creation will be common across all of the business functions supported by the system.

BUSINESS FUNCTIONALITY - HOW I'LL DO MY JOB USING THE NEW SOFTWARE

This is role based training. Each system user will perform job related tasks using specific parts (using specific menus, data entry screens or reports) from within the ERP system's functionality.

DATA INTEGRITY - WHY WHAT I ENTER MATTERS

John McCoy has eloquently spoke about this issue in a prior post - it's really a necessity to have accurate data entry into the ERP database. Why? It's important to show how the data is used within downstream processes.

Proper training requires a great deal of planning as well as your time and effort if you're to execute a good, controlled, progressive training program. Such training can be delivered via the web, in a self-study format, or even in a classroom setting.

Regards,

rs

One of the first things you need to do is generate excitement about the project. Show the entire project team a demo of the system. Provide a plan for them to utilize the online training provided by many ERP companies. These include navigation and how accouting is done. Consider "sneak peek" webinars to introduce the business managers to the new products and see what reports, web-based systems, etc. they will be using. Provide overview training on each module for the project team as well as summary training documents for them to refer to during the user acceptance testing. Make sure the UAT includes real life business scenarios and document the users testing. This could be done in SharePoint. Plan classroom training for end users with enough time and computers for hands-on training. Try to break up the sessions by module so that the users are not in training all day and have time to attend to their workload and come refreshed and focused to the next training session. If you have many users, consider train the trainer sessions.

I would also like to add a suggestion when implementing a new ERP system from scratch. Most ERP vendors do offer training services alongside with the implementation of the ERP system. I would suggest having a core group from your organization to take part in that training and then leverage them to train the rest of the users for the ERP solution your organization decides to go with. That would be the first thing I would suggest to any of my client when they are going into a fresh net new ERP system install.

It's thrilling to see you thinking about training so early in the process. Training is often one of the last priorities addressed by project teams as they scurry to meet the deadlines they’ve promised to senior managers. Yet, suitable training is one of the most important aspects of the project to drive user acceptance and commitment.

A scalable end-user training program makes your new system deployment a more cost effective and pleasant experience for everyone involved. Training needs to be addressed long before the implementation takes place. It is partially addressed during the early stakeholder analysis phase and elaborated during the development phase. There are six steps necessary to build an effective training strategy:

• Assessing End User Needs
• Setting Training Goals
• Determine the Training Delivery Methods
• Develop the Training Materials
• Scale the Program
• Tailor the Training Program

An organizational change management strategy is also a key consideration. Studies show that for any organizational change 20% of your employees will be for it no matter what that change may be. Another 20% will be against it because some people don’t like change no matter how beneficial. They are comfortable where they are and loathe stepping out of their comfort zone. The other 60% are the fence sitters. These are the ones who adopt a “wait and see” or “what’s in it for me” attitude. This is the target of your change management strategy, the 60% who can go either way.

An organizational change management strategy helps you determine what you need to provide in terms of training and overcoming cultural resistance. But rather than clutter this answer with a lot details, I'd like to invite you to visit my website at http://www.ultimatesdlc.com/. Please download the free sample I've provided. It includes the full text of Chapter 1 which covers organizational change management in sufficient detail to get you started in the right direction. You'll also find a framework to follow. Please feel free to contact me if I can be of further assistance. Good luck with your endeavor.