ERP Application ROI Through the Care and Nurturing of End-Users

It is not unheard of for end-users to receive initial training at the time of an ERP deployment, and then nothing after that, even in the face of business process changes, employee turnover, and upgrades. The initial training may be rushed due to tight schedules and budget shortfalls, resulting in lower user competence accompanied by the attitude from management that "they'll sort it out on their own".

Wise firms cultivate a culture where the efficient deployment of the ERP applications are constantly reviewed and refined. There needs to be a budget for ongoing end-user training, both as a refresher, as well as to address changing business processes.

The deployment of an ERP application passes through stages, which are described below in the ERP Maturity Model. Note that it is not possible to pass on to a new stage without entirely completing the current one.  This is where most companies fail.


ERP End User Maturity Model
Planning

• Ownership, authority, and budget for end user training are established.
• End users are prominently included in all change management planning.
• Current end- user roles and expertise levels are inventoried.

Readiness

• Training teams, methods, and tools have been established.
• End users have received orientation regarding the business goals of ERP adoption, and the challenges of an implementation project.
• End-users have been identified, and new roles and burdens for all are understood.

Initial Training

• The training team has sufficient time and budget.
• End users have received basic change management preparation regarding role expectations, business process principles, and help desk.
• End-users have received sufficient technical training as to features, functions, roles within business processes, and ongoing governance/help desk.

Stable Operations

• End user competency is being monitored on a regular basis.
• Business process changes are communicate to the user community and workplace adjustments are made where needed.
• End users are fulfilling key functions within their business processes, and help desk trouble tickets relative to training are at a reasonable level (<20%).

Expert Plane

• A continuous training cycle and budget are established and driven by a recognized entity within the organization.
• Portals/interfaces provide users greater visibility and flexibility across applications.
• Business process improvements are seamlessly adapted by the end user base.
• End user monitoring is in place, and mechanisms have been established for compensating end users whose performance is exceptional.

Adapted from: SAP ROI Through the Care and Nurturing of SAP End-Users, by Michael Doane. http://bit.ly/djR3sw