Successful ERP Implementation is merely the first step

Even in instances of flawless implementations (if they do, in fact, exist), the process of realizing business benefits from an ERP system does not end at go-live, Instead, go-live is merely the first step in the long journey to leveraging ERP software to improve business operations. After the initial implementation, an organization should examine its own operations to make sure the business processes are still going well. If the company is increasing its sales or constantly expanding via organic growth or acquisition, the ERP system needs to be able to keep pace.

Also, consider the effect the new system has on the organization. Are people using the system effectively? Is the software making the business more efficient? Is the system adding value to the organization? These are questions that deserve focus both before and after go-live, which is why it is important to have a solid user support program in place to supplement the technical cutover activities.

Although pre-go-live end-user training can mitigate many of the risks that organizations face at the time of cutover, there needs to be additional reinforcement after go-live. For example, core team members (and any identified "super-users") should be leveraged to provide general support and answer simple, process- and system- focused questions. Immediately after go-live, approximately 80-percent of end-user issues are related to a lack of understanding of the software’s functions rather than a problem with the system. Super-users can help alleviate these issues.

In addition, providing accessible tools (e.g., cheat sheets, training documentation and online tutorials), will serve to make employees more comfortable with the system. Refresher training should also be provided as needed on an on-going basis.