Education and Training For Successful ERP Implementation

1. Needs Program Development Training Assessment Continuous Improvement Education and Training For Successful ERP Implementation 4200 Montrose, Suite 590  Houston, TX 77006 Phone 713/522-9656  Fax 713/522-9661 www.wjmurray-assoc.com

2. IF ERP EDUCATION AND TRAINING ISNOT: • Helping employees understand how departments are interconnected by their work processes and how these relationships will change due to ERP • Preparing employees for the new roles they will fulfill and how it impacts their work unit, department and organization • Conveying the differences between legacy and the new ERP functions and processes • Ensuring that employees acquire the fundamental ERP skills needed to succeed • Creating a mechanism for employee continuous improvement in ERP capabilities to leverage the full benefits of ERP Your ERP Implementation Will Not Reach Its Full Potential

3. ERP EDUCATION AND TRAINING IS A PROCESS OF: • Communicating to end users the purpose, the expectations and the process of the ERP implementation • Determining end user training needs • Developing an Education and Training Program that serve new needs of the end user • Training Delivery • Assessing end user ERP readiness • Ongoing change and continuous improvement

4. THE WJ MURRAY & ASSOCIATES’ TRAINING PROCESS DELIVERS: • Skill level and needs determination • Competency-based training • Training strategy and materials • A prepared workforce that know how to do their job • Higher usage of ERP = higher worker productivity • Database of employees’ training participation and skill level scores • Ongoing mechanisms for continuous support • An understanding of work processes and their interconnectedness • Program that is on time and on budget • Program Warranty

5. CHARACTERISTICS OF THE WJ MURRAY & ASSOCIATES’ ERP EDUCATION AND TRAINING PROCESS • Developed and delivered by business people to satisfy business needs • A process that positively impacts employee skill/competency levels • Engages supervisors and employees in competency-based training • Facilitates a successful business transformation • Internet/Intranet deployment of training and administration functions • Delivers business results: high usage rate, competent usage, end user ability to leverage the benefits of ERP

6. Actions Identify modules to be implemented Develop a list of high priority functions critical to enterprise operations Identifying current processes Identify new roles defined by ERP system Identify: Skill level measurement methodology Determine super users, end user skill levels Determine current skill levels and compare with desired ERP skill readiness level Sample personnel regarding issues and concerns about ERP implementation (web site) Results/Outputs Consensus on priority functions of enterprise Definition of future ERP state and impact on roles, processes and personnel New processes and roles defined Employee job requirements defined Skill/competency gap defined Inventory of personnel issues and concerns regarding ERP implementation NEEDS ASSESSMENT Needs

7. Actions Establish training schedules and identify participants Secure training facilities and support tools Determine: ERP readiness level requirements and speed of skill acquisition Training methods, e.g., classroom, CBT, one-on-one, case studies, on the job Develop: Training curricula to close the gap between current skill levels and desired skill levels Training scripts, screen captures, job aids, focus training materials, online quick reference materials Classroom record keeping, e.g., attendance, skill level score A vehicle to inform personnel of future learning opportunities Ongoing training program: assess competency, self assess and self-select training, instructor - internal or external, training materials and upgrades Execute super user training, modify training material Deploy internet/intranet resource and assessment materials Results/Outputs Training schedules set, participants are identified Super user training completed Modified training curricula approved Decisions on training methods reached: Budget Timing Pathway for continuous improvement identified Certification of ERP readiness procedures are identified Intranet/internet resources set up Training plan that is competency based: Attendance Performance Scheduling/enrollment End user notification Certification EDUCATION AND TRAINING PROGRAM DEVELOPMENT Needs Program Development

8. Actions Communicate: The big picture The business case Broad brush changes What will happen - timing How to get help and support Performance expectations Identify super users to employees Deploy training: CBT Classroom Super users On-on-one Quick reference aids/job aids Administration capture: Attendance Performance/skill demonstration Results/Outputs End users are informed: Overall process, their new role and how it affects others New job requirements How to get help and support Super users Employees secure core ERP skill set, certification requirements End users take ownership of system/new role with ERP system Needs Program Development Training TRAINING DELIVERY

9. Actions Conduct ERP skills readiness test Evaluate test results Develop focus training materials Schedule: Focus training sessions Ongoing training programs Create: Chat groups, user group forums Super user email feedback function One-on-one support Inform: Focus training participants of schedule All users of online, user group forums Audit of training effectiveness: Self-questionnaire Email to supervisor (template-based competency assessment) Identify additional training needs Results/Outputs Completed ERP readiness evaluation Prepared all materials for focus training Notified end users of focus training sessions Developed all online user help tools End user support Needs Program Development Training Assessment TRAINING ASSESSMENT

10. Actions Perform focus training to correct deficiencies Communicate to users all online help tools: Chat rooms User forums Ongoing training forums Help desk Identified super users to all ERP users: Continuous training in ERP system enhancements Results/Outputs Completed focus training Informed all users of all sources of assistance Projected number of employees using ERP system is achieved End users possess core ERP skills Business case is proven Needs Program Development Training Assessment Continuous Improvement CONTINUOUS IMPROVEMENT