How do you manage user training and support during an ERP implementation?

1 Assess user needs and expectations

Before you design and deliver any training or support program, you need to understand the needs and expectations of your users. This means conducting a thorough analysis of the current processes, roles, skills, and pain points of the users, and how they will be affected by the new ERP system. You also need to identify the key stakeholders, sponsors, and champions who can influence the user adoption and satisfaction. You can use surveys, interviews, focus groups, or workshops to gather this information.

2 Develop a training and support strategy

In order to ensure that your user needs and expectations are met, it is important to develop a training and support strategy that is tailored to the goals and scope of the ERP implementation. This strategy should include learning objectives and outcomes for each user group, as well as the training methods and formats that will be used. Additionally, you should consider the content and materials of the training, such as manuals, videos, simulations, or quizzes. Furthermore, you need to plan out the timeline of the training sessions, including the frequency, duration, and sequence. Additionally, you should establish evaluation and feedback mechanisms such as tests, surveys, or interviews. Lastly, you need to determine the support channels and resources that will be available to users such as help desk, FAQs, forums or mentors. It is also important to consider support metrics and indicators such as response time, resolution rate or user satisfaction.

3 Implement the training and support program

Once you have your training and support strategy in place, you need to implement it effectively and efficiently. This means ensuring that the program is relevant to the users' needs and expectations, practical with realistic scenarios, engaging to capture their attention, accessible and easy to use, and consistent across different user groups. This will enable users to learn and apply the new ERP system in a way that is meaningful for them.

4 Monitor and improve the training and support program

The last step in managing user training and support during an ERP implementation is to monitor and improve the program based on the feedback and data you collect. You need to measure the effectiveness and impact of the training and support program on the user adoption and performance, and identify any gaps or issues that need to be addressed. You also need to communicate the results and benefits of the training and support program to the users and stakeholders, and solicit their suggestions and opinions for improvement. You should continuously update and refine the training and support program as the ERP system evolves and the user needs change.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?