Your new ERP – Are your Technology Teams ready to SUPPORT it?

This article is a continuation of our ERP Pyramid series where we explore the building blocks critical to a successful implementation of an Enterprise Resource Planning (ERP) system. In Chapter 9 we focus on how to prepare the Technology teams for the ERP deployment.

This is the last half of the Deployment Phase at Level 3 (sometimes termed Ready For Operations (RFO) or Transition to Operations).

Block 9, Technology Readiness of the ERP Pyramid, is the preparation of all operational technology groups to support and sustain the ERP after Go-Live. It concludes with the Go-Live of the ERP.

How will you prepare your technology groups for the new ERP?

Technology Operations

Whether you have all IT services in-house, out sourced or some combination thereof, all these groups must be prepared to support the ERP Go-Live. These groups may be called upon to provide first line help desk support or perhaps trouble shoot application integration issues. Sometimes called Sustainment teams, these groups should have already been involved in Technology & Data Integrations or Systems Unification blocks. The key difference is that operational ownership of the ERP will now transition from the ERP implementation to those sustainment groups.

Transitions

The successful transition from the ERP Implementation team to Operations must include meeting the requirements of those Operational teams.

The implementation and operational realms for an ERP are very different, but almost all outputs from Technology & Data Integration can be leveraged for the transition. Some of the common transition activities include:

• Documentation – Sign off by Operations on the documentation from Level 2 Development. Could include process maps, data maps, configurations, blueprints
• Technical Resources – Provisioning of technical personnel to support the ERP either by transfer of implementation personnel or new-hire
• ERP Health Check – Joint review of Operations and the Implementation team of issues
• Knowledge Transfer – Accomplished through documentation, training or possible joint support during Warranty

Criteria must be established between Operations and Implementation whereby Operations will accept complete ownership of the ERP after Go-Live. That criteria can be time-boxed, budget constrained or quality based. The period of time between the Go-Live and that transition point is sometime known as the warranty period during Block 10.

Go, No-Go

All stakeholders of the ERP must play a role in the decision to deploy it. This includes all Implementation and Operational teams.

Whatever the deployment schedule or plan, the decision to Go or Not Go should be clear and communicated.
Many organizations will formalize this decision, but the important aspect is the data that decision makers use to either move forward or delay the Go-Live.

Factors that will affect the decision to Go-Live include: 

• % of business functionality completed and verified
• # of high impact technology issues still unresolved
• Progress of the change plan to get the business ready
• Pressure to meet project constraints – e.g. month end deadline, business contracts, budget
• Agreement from Technology Operational teams that they are ready for post Go-Live Support.
• Agreement from the Business teams that the ERP functionality is acceptable

Deployment

The actual deployment of the ERP may be quite straightforward or complex depending on how many other systems are being cutover or decommissioned as part of the deployment. Typically there will be some type of window whereby business data needs to be locked for loading into the ERP. The deployment must be well planned, communicated and managed. Once all the technical steps are completed, there needs to be verification by the Operational teams from Technology and Business teams that the system is ready for business. Business users can now start using the ERP.

Go-Live

The ERP is now opened for business users. This Go-Live is the milestone that the Implementation team has been working towards. From this point forward the Implementation team can reduce their involvement on the ERP, while the Operational teams continue to ramp up during the warranty period. Business groups are now expected to use the ERP to its full capability.

Block 9 marks the completion of Deployment at Level 3 and signals the beginning of a new way for the business to work and begin realizing the benefits from their ERP. 

In the final Chapter 10, we look at Benefits Realization for the ERP.

Allen Miko is a Senior Partner at Chrysylys