Managing Knowledge and Change in GCC Project: ERP End-User’s Perspective

Abstract

The “End-Users” factor is singled out as the one of the most important ERP Critical Success Factors (CSF). It is evident from reported ERP failure cases that commonly used approaches to ERP end-users’ “training and competency building” are inadequate and ineffective. The case reports on an alternative structured approach that was developed and adopted in GCC Project. The new approach redefines the traditional role of “ERP Training” from isolated project activities that aim to introduce end-users to “how-to” use applications to an integral component of a comprehensive “knowledge and change management” strategy that advocates a holistic life-cycle approach to managing ERP. The proposed approach, which was successfully adopted in GCC ERP project, was built around “end-user characterization” as the main input into “competency building.” It is also flexible enough to plug into standard ERP methodologies and could be projected throughout the ERP life cycle. The end-users characterization and Competency Building Approach (ECB) is expected to contribute to increased business gains and return on investment as a result of boosting levels of ERP usage and utilization.