How can you standardize ERP troubleshooting processes across your organization?

A standardized knowledge base not only facilitates internal training and onboarding but also establishes a foundation for continuous improvement, as insights from problem-solving experiences contribute to refining and evolving the ERP system over time. In essence, the importance of a well-documented knowledge base lies in its role as a dynamic resource that enhances user proficiency, system reliability, and overall operational effectiveness. Documenting common issues and their resolutions accelerates problem-solving, reducing downtime and minimizing disruptions to business processes. Best practices for use cases enable users to harness the full potential of the ERP system, while establishing consistency and standardization.

Defina os processos com seus objetivos e início/fim. Identifique os responsáveis por cada etapa. Estabele?a as expectativas de resultados. Utilize tecnologia para padronizar os processos, automatizar rotinas e integrar dados, otimizando o desempenho da empresa.

Strong ITIL Process Implemented: Ticketing and SLA Process - Created tickets are resolved in Priority based SLAs or Customer Experience Based SLAs or XLAs RCA and Problem Management - Root Cause analysis of all issues causing disruption or they are repeated in a pattern. Set SLA’s or XLA’s for these as well Strong ITIL Governance - Tracking & governance of tickets & RCAs, to ensure long term auto-pilot Strict Governance of Critical issues to avoid disruption - Reward - Problem Solving team can get complacent in a routine so rewarding & healthy competition helps Planning Events - Plan events like period closing, Shopping events, Day Light Saving, System Maintenances, System refreshes or copies, Upgrades, Disaster Recovery

Implementing a ticketing or case management system alongside an ERP has several benefits for businesses. Firstly, it enhances efficiency by providing a centralized and organized approach to handling issues and requests related to the ERP system. This streamlined process ensures that every reported problem or query is systematically logged, tracked, and resolved, leading to quicker response times and improved customer satisfaction. Additionally, a ticketing system allows for better collaboration among team members, as it facilitates the assignment and tracking of tasks, ensuring accountability and transparency. Moreover, the data generated by the ticketing system offers valuable insights into recurring issues and areas for improvement.

Convincing IT personnel handling support tickets to follow a defined and consistent process can be a challenge in and of itself. Starting with higher levels of structure can be beneficial to your team's understanding. Provide specific, common-sense examples of how issues should be tracked and escalated. "The link for the cloud-hosted ERP doesn't work for me," is NOT a Tier 3 issue that needs to be raised to a partner. Similarly, a Controller who submits a ticket that "the Trial Balance in Accounts 123 and 125 isn't balancing," is NOT someone you want communicating with a Tier 1 support rep. Defining those characteristics of "what issues go where" is the first step in formalizing more specific troubleshooting steps.

There can be four ERP support levels with escalation procedures from L1 to L4. L1 is self-service facilities like accessing an intranet with solutions for frequently asked questions. L2 is helpdesk assistance. L3 is support by IT employees or subject matter experts with advanced ERP experience. L4 is help from external ERP specialists like ERP vendors or consulting firms selected and approved by the organization's management.

Training plays a pivotal role in shaping the success of an ERP project by significantly impacting adoption rates and adding substantial value to the implementation process. A well-structured and comprehensive training program ensures that end-users, ranging from employees to management, are proficient in utilizing the ERP system to its full potential. This familiarity not only accelerates the adoption of the new technology but also minimizes resistance to change. Proper training empowers users, by instilling a deep understanding of the ERP's benefits and features. This training cultivates a positive attitude towards the system. As users become more adept at utilizing the ERP tools, the chances of successful implementation increases.

Two types of training are critical during the ERP Implementation process, especially for end-users without deep system knowledge. One type gets missed almost universally - training users HOW to interact with support. 1) Train users to troubleshoot on their own. This can be more of an art than a science, because providing task guides, videos, and self-help resources only go so far. Insist that users check these resources first - before opening tickets. 2) Train users HOW they should interact with support. Provide do's and don'ts. "This doesn't work," will not get answers back from support quickly. Focus on teaching users a repeatable pattern, "I was doing this, I expected this, but this is what happened." The results may surprise you.

The earlier you engage stakeholders, the more likely you are to realize key benefits. Inform, consult, and involve sponsors, users, deployment team so that you have better planned, informed, and accountable policies, methodologies and deliverables.