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Delivering Effective End User Training – Lessons From a Successful ERP Implementation

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Delivering Effective End User Training - Lessons From a Successful ERP Implementation

How can you make the best use of your Enterprise Resource Planning (ERP) system? What does it take to get the maximum ROI on the software? Well, you need to focus adequately on one of the important aspects that can make or mar your ERP implementation – end user training.

The results of various studiespoint out that that most ERP implementations fail to yield the desired results because of poor training delivered to end users. You may have purchased excellent ERP software and customized it according to your requirements. But, if your staff members do not have the necessary knowledge and skills to utilize the software effectively, your investment and efforts go down the drain. 

But, how to deliver effective training to end users of an ERP system?

Adhering to the best practices of ERP training goes along way in equipping end users with the necessary knowledge and skills in an effective manner. A fine example to prove this point is Pfizer. The pharmaceutical giant delivered high quality SAP end user training by following time-tested practices. Today, let us examine 3 of these practices and how they help.

Best Practice # 1: Develop a learning environment which reflects the work routine of the end users 

Pfizer trained more than 25,000 end users who spanned across global markets, logistics centers and drug manufacturing units. The working conditions of all these staff members are not the same. The company created distinct training environments, each catering to a specific group of learners.

The pharmaceutical firm created a library of software simulations and other learning resources using the SAP Productivity Pak tool. The organization also provided a training lab to its users, enabling them to practice with new devices and functionalities.

Best Practice #2: Utilize the services of master trainers 

The pharmaceutical behemoth believed that good training could be provided only when it utilized the services of staff members who had good functional knowledge of the ERP system and possessed training and facilitation abilities. And, thus came the role of the master trainer into existence.

Pfizer currently uses the services of 3 master trainers who provide support for the users of the system and develop learning materials in their areas of expertise. The master trainers play a key role in equipping the super users with the necessary knowledge to become SAP trainers, and their services can be utilized to deliver end user training whenever required.

Best Practice #3: Create a dedicated team of super users 

It is well-known that super users play a key role in ensuring hassle-free usage of the ERP system. Pfizer developed a team of competent super users with relevant functional knowledge to provide “frontline support” to the end users of SAP. The super users:

  • Act as initial point of support to the end users with queries or problems
  • Identify and escalate issues as required
  • Help end users gain mastery over the ERP system by providing guidance and support
  • Share tips and best practices of using the system

Unlike most organizations that have implemented ERP software, Pfizer ensured that the super user program is carried on a permanent basis. The drug manufacturer has ensured that its super users do not get “lost in their regular work” and neglect their task of assisting the end users.

Thus, by following these best practices, Pfizer ensured that the end users of its ERP system are equipped with the needed knowledge and skills to harness the full potential of the system. Hope you liked the post.

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