There is a big difference between successful implementation of new ERP software, and the actual success of the ERP as part of your organization’s infrastructure and business processes. One of the most common pitfalls with new ERP projects is not managing change with a well-planned and organized approach.
As part of your journey to ERP success, change management should be at the very top of your list of priorities. Along with change management, involvement from upper-level management, smart project management strategy, and structured training are also key success factors for your ERP journey.
What follows are a few ERP change management best practices based on more than 30 years of experience in the industry.
Effective Change Management Starts with Proper Planning
As with almost any successful endeavor an organization will undertake, preparation and planning are essential to the seamless execution of a project. This, of course, begins well before the actual ERP implementation. A clear vision must be established about why an ERP change is needed and which resources will be allocated to support the project.
This vision needs to be well-articulated by leaders through a well thought out communication plan. This helps ensure the reasoning behind the project is well understood by those affected by the change.
Project leaders and upper management supporters must be defined, as well as a chain-of-command for the entire implementation team. Analyze how the organization has managed change in the past and be aware of both points of strength and areas of improvement identified by past projects. All this information can reveal important details about what can make the ERP implementation project a success or a failure.
Once these points have been taken into consideration, a list of initiative priorities can be made along with a project roadmap/timeline that highlights resources and budget. This exercise will be the first building block for your change management plan.
Knowing where your company stands gives you a good idea of what your implementation strategy should be. The best way to prevent resistance to implementing an ERP system is to make sure your staff members understand why it is needed and how it will benefit their individual activities within the company.
Defining ERP implementation Roles
Your entire ERP implementation team needs to be on the same page: expectations, roles, and responsibilities need to be clearly defined and understood. Decision-making and communication structures need to be ready, so everyone understands where to channel feedback, escalate risk, and deal with issues in an organized fashion. Involvement from business leaders is a great way to cover the needs of each department, but the communication strategy must be structured in a way that ensures project streams are integrated between each other and that no important information goes unnoticed.
Who your ERP implementation team should include, their roles and responsibilities
When it comes to an ERP (Enterprise Resource Planning) implementation, assembling the right team is crucial for success.
Project Owner:
- The champion of the ERP project within the organization.
- Responsible for strategic alignment, ensuring the project aligns with business goals.
- Provides executive sponsorship and secures necessary resources.
- Decision-maker on critical project matters.
Project Manager:
- Orchestrates the entire implementation process.
- Develops and manages the project plan, timelines, and milestones.
- Coordinates activities among team members.
- Mitigates risks and ensures smooth execution.
Super User:
- Subject matter expert in specific areas (e.g., finance, inventory, HR).
- Assists with requirements gathering and process mapping.
- Trains end-users and provides ongoing support.
- Acts as a bridge between technical and functional teams.
Functional Team Members:
- Represent various departments (e.g., finance, sales, production).
- Define requirements based on business processes.
- Participate in system configuration, testing, and data migration.
- Collaborate with technical team to ensure ERP meets business needs.
For a closer look at each of these roles and who should fill them, check out our ebook, “Building a Successful ERP Implementation: How Teamwork Leads to Success.”
With accurately defined roles and decision-making and communication structures, project execution and the technical side of the ERP implementation should go through a mostly seamless initial phase. The aftermath of that implementation is where companies run into most of their change management issues, particularly around user adoption. This is why it is of utmost importance that all team members understand what changes are happening and what behavioral adjustments they’ll need to make to use the new software.
Support the End User
In the post-implementation phase of your ERP journey, end users will feel the effects of the change most strongly. Project managers and those in charge of deployment are often well-versed in both use and problem-solving associated with the new software, but many end-users will be using the ERP for the first time after deployment.
Implementing an in-depth training strategy as part of the project will lessen resistance to change once the new ERP system goes live; this needs to be developed with a proper assessment of current skills and which learning requirements are indispensable; this ensures that as many issues as possible are addressed during the training phase.
Once the ERP is live, analyzing performance, employee behavior, and getting feedback will be key to mitigating the impact of change. Establishing a “change network” can be helpful. The most confident users can help others with tips, hints, and tricks on how to make the most of the new ERP system and the process improvements it offers.
This creates an internal support system for change, saving time and money. Schedule regular meetings with your project support and implementation teams to make sure your end users’ concerns are being heard and handled effectively. Remember, the end user can make or break your ERP journey, so give them what they need to be successful!
You can find out more about our ERP solutions and how we can help you manage change by visiting our website.
