The most sophisticated digital business solutions are only as effective as the people using them. After years of implementing systems across diverse industries, including healthcare and manufacturing, I’ve witnessed firsthand how training and education can transform an Enterprise Resource Planning (ERP) project from a potential source of frustration into a catalyst for genuine digital transformation.
The human element – specifically, comprehensive user training and education – is what truly determines success or failure. For digital transformation to truly succeed, addressing the complex challenges of system adoption and ongoing proficiency needs to be at the heart of the business.
The reality is that ERP systems are powerful tools that integrate vital business processes like finance, HR, manufacturing, supply chain, sales and procurement into a unified platform. They can provide the invaluable ‘single source of truth’ that modern businesses need. However, this potential remains largely untapped when users struggle to embrace and effectively use the system.
Fear of change can be a barrier
When faced with new systems that alter familiar workflows, employees often retreat to comfortable but inefficient legacy processes. This resistance isn’t just about technological complexity; it’s about people feeling uncertain and unprepared. Training needs to take the path of least resistance, making it easy for your people to stay current with system updates and improvements.
Through close collaboration with department managers and regular planning sessions, it’s important to cultivate buy-in and ensure smooth implementation. We’ve found that taking a structured approach with pre-training assessments to evaluate existing knowledge, just-in-time training for specific tasks, and robust feedback mechanisms to encourage continuous improvement of training programs all work well.
One particularly effective strategy we’ve implemented is creating networks of department-specific ‘ERP champions’. These individuals receive advanced training and serve as local experts and advocates for the system. This peer-to-peer support model has proven incredibly effective at reducing resistance and accelerating adoption.
Flexible training framework
The three-tiered training matrix we adopt is also a popular approach. It starts with fundamental training for new users, progresses to intermediate skills development, and includes regular updates on system changes and enhancements. What makes this approach particularly effective is its emphasis on continuous learning. Rather than overwhelming users with complex technical documentation or irregular intensive training sessions, it’s essential to supply digestible, relevant information when and where it’s needed.
The first pillar, System Awareness, focuses on introducing all users, from senior management to department heads, to potential solutions. This comprehensive training builds a foundation for success. This initial awareness phase can transform sceptics into advocates for the new system and helps increase employee confidence and satisfaction with the new technology.
The second pillar, Leadership Onboarding, is dedicated to equipping management with the skills and knowledge they need to champion the new systems effectively. This is crucial because when leaders understand and actively support the ERP system, their teams are more likely to embrace the change. We’ve found that managers who complete dedicated training programmes become powerful advocates for digital transformation within their departments.
The third pillar, Workforce Empowerment, involves general training sessions that upskill all employees. These sessions are designed to boost confidence and proficiency in using the new tools.
This thorough training approach ensures efficient adoption and utilisation of new systems across all departments, improves system proficiency, workflow optimisation and enhances compliance with regulatory guidelines and best practices.
Continuous learning and adaptation
As systems become more sophisticated and incorporate emerging technologies like AI and machine learning, the need for continuous learning and adaptation will increase. Businesses that prioritise ongoing ERP education typically see higher user adoption rates, fewer errors, increased productivity and better utilisation of system features. More importantly, they experience less resistance to future updates and changes, creating a more adaptable and technologically proficient workforce.
As we continue to support organisations in their digital transformation journeys, our focus remains on making training accessible, sustainable and effective. By prioritising user training and education, we help organisations unlock the full potential of their ERP investments and create more agile, efficient and digitally capable workforces. After all, the ultimate goal isn’t just to implement new technology – it’s to empower people to use it effectively to drive business success.
My message to business leaders embarking on digital transformation is simple: don’t underestimate the importance of user training. While the technical aspects of implementation are crucial, it’s the human element that ultimately determines success.
Michelle Reece is Director at ABS Limited.
For more information visit: abslimited.co.uk
Michelle Reece
Director at ABS Limited.
