John McGrann  

The case for ERP Super Users: If you are in a hole - stop digging!

I mention it because in these recessionary times companies are focused on delivering more efficient services in the ERP world. Their proposals usually require investment and often meet resistance. When the resistance is from senior managers it is all the more challenging...

I can think of no bigger weakness generally in the ERP world than the big hole between IT (Applications) and the Business - the home of lost ideas, issues, duties, roles, responsibilities, tasks, deliverables, improvements, productivity, solutions, resources, policies, communications etc. Once a system goes live, often the momentum for improvement disappears with it. The spark then lies with the Business for further improvements but they are constrained by a lack of knowledge about ERP systems. The answer to filling in the big hole is...ERP Super Users.

Identify, select, develop and empower key business users who have an aptitude and passion for your ERP system. ERP systems are enterprise systems and should be driven and owned by the Business and not by the technologists. ERP Super Users should strive to support and satisfy four objectives:

- Automation of business processes to improve productivity
- Information to enable better decision making
- Education of best practises and developments around ERP
- Transformation of how to do business using ERP as an enabler

An ERP Super User is a role within a job. It is not time consuming but the benefits can be huge. The ERP knowledge combined with the functional knowledge is a powerful combination. It is also a lot cheaper option than additional IT (Apps) resources or expensive external consultants.

So how can they fill in that hole? These are the key activities which can be undertaken by ERP Super Users that will drive greater value from your ERP system:

• Business Process - manager of the business processes for selected area. Working with IT (Apps) team to promote further automation and process streamlining

• Module owner / manager - controls access to own functional modules

• Change agent - a positive and active force for change programmes around ERP

• Educator - updating colleagues at all levels on the further capabilities, updates and potential of the ERP system

• Training - consulted on implementation training plans and ongoing training for current and new users

• Solutions - leading Business side and jointly delivering with IT (Apps) a cost benefit analysis for all significant spending on ERP

• Engagement model - regular meeting with appropriate levels on the IT (Apps) team to fix issues and planning around ERP

• Housekeeping - assuring housekeeping routines and data quality standards maintenance

• Custodianship model - supporting the clarity of roles and responsibilities of the Business side and IT (Apps) side in the ERP space

• Intranet Site - championing continuous improvement in the use of ERP and communicating updates to users

• Rapid reaction - coordinates the Business side on serious incidents and extraordinary requirements

• SMEs - Subject Matter Experts for the implementation team and for upgrades and major enhancements

• Support System - 1st line support and monitors active support tickets and expedites

• Super User group - member of the functional Super User Group

• Reporting - working closely with the IT (Apps) team to meet functional reporting needs in the most cost effective way and controlling access to reporting tools

ERP Super Users combine their applications skills with business expertise in a cost effective way to drive greater value from Enterprise Resource Planning systems. They are a shining example of empowerment in an organisation. Once the big hole is filled in, it’s time to start building on secure ground.
A natural evolution is the formation of functional Super User Groups.

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