Change in Business Processes Implementation of ERP system will involve adoption of many good management practices. Certain business processes will require major changes. This will demand that users in certain areas change the way they currently function. Therefore, users will have to understand the new business processes to ensure the successful implementation of the ERP system. Due to the above two aspects, the users will be subjected to a steep learning curve. They will have to simultaneously deal with a new Product Architecture and a modified Business Process. This will require unlearning the old product and learning the ERP system with an open mind. 2.3 CHANGE IN ROLES & RESPONSIBILITIES An important reason for apprehension and resistance is the change in the roles and responsibilities. During ERP implementation projects, the change in Business Processes will bring about changes to the roles and responsibilities of the users. This may lead to confusion and resistance; both are to be managed by a welldefined CM strategy. New Roles & Responsibilities
will be expected to do more self-service tasks including creation & printing of reports which may be currently being done by central IT team. This step which is designed to empower the users can be construed as an increase in the work load. Furthermore, unlike in the legacy environment wherein users are used to access formatted reports (computer generated hardcopy), in the new ERP paradigm, users will be expected to access on-line information for decision making process often through use of ‘dynamic query’. There may be a tendency to look for the ‘current set of reports’ available in the legacy system also from the ERP system. However, since implementation of ERP system is not automation but a business transformation project to enable organizations cope up with the need arising from exponential growth plan, many such reports will not be available in the ERP system and may not be required due to strong query features of leading ERPs. On the other hand, the set of information provided by the ERP system may be different from the current legacy system, hence learning the new way of accessing information will be an important aspect of change management process. All of the above are critical soft issues that need to be appreciated for successful implementation of ERP system.
The re-design will introduce well-defined roles and associated responsibilities. The process redesign may mean that tasks need to be done differently than the current legacy system. It could also mean that users will have to take on 2.4 RECOMMENDATIONS additional responsibility that they may not cur- It is but expected that implementation of ERP system rently have. will involve ‘change’. Execution of ‘change’ will receive Change in Access resistance of different degrees from different corners. Access control is often considered as a very im- ‘Change Management Program’ has to take into considportant aspect of change management strategy eration the aspect of ‘resistance’ to successfully implein an ERP implementation project. The ERP sys- ment the ERP system at organizations. It's not retem will allow the system administrators to fine sistance itself that leads to failure; it's the way the tune the access to the system based on the best same is handled. To respond to resistance in an effecpractices. This could result in users feeling the tive and proactive manner, it is important to first underloss of access and control. The access structure stand the cause of resistance. will have to be fine-tuned over a period of time It is important to listen to the common fears and anxiedepending on the definition or change in the ties, since through the answers often one comes to roles and responsibilities of individual users. Till know what’s behind their (users at different levels) rethe access structure is finalized, the users may sistance and how strong their opposition is. Knowing not be able to complete their regular tasks while the intensity can help assess how best to approach rebeing able to access areas or functions that they sistance and to transform it into support for change. should not have an access to. The transition To examine the human angle in ERP, let us revisit Newton’s laws of motion. The first law states, ‘Every object plan must take this into consideration. in a state of uniform motion tends to remain in that Increased self service state unless an external force is applied to it.’ The third In the light of the process redesign, the users Feedback: firstname.lastname@example.org
Synergy Oct 2015, Page 26
Quarterly Newsletter of PMI North India Chapter