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204 Chapter 7 • Operations and Postimplementation

the number of issues that arise during the data and system backups, archiving, recon-
stabilization process and the number of ciliation, and the system change process
cycles the system needs to go through to (i.e., upgrades or fixes tested and moved to
ensure the operation is in place to address production).
stabilization concerns. During the stabiliza- •Knowledge transfer must be a process set
tion period, the project team needs to focus up early in any ERP implementation. A
on fixing identified issues, working through roll-on and roll-off process for consultants
the daily, weekly, and monthly operation and staff is needed to ensure the long-term
cycles, and ensuring that users can effec- system sustainability. Losing expertise will
tively use the system as it was designed. occur throughout the life of the system.
There should be no development during this Developing the knowledge transfer process
period. will help to keep the system moving for-
•Postproduction support is all about opera- ward. In the life of an ERP system, a
tionalizing the ERP. The production staff, knowledgeable user or technical person
users, and information technology staff leaves and much of the system knowledge
must know what to expect daily, weekly, leaves with them and inefficient or new
monthly, and yearly from the system. processes are started where the knowledge
Postproduction support includes both the vacuum was created. An effective knowl-
expected inputs and outputs of the system edge transfer process will help to sustain
and the detailed operations schedules of the system over time.

Exercises

1. ERP implementation readiness is a key success fac- 2. Good ERP implementation training plans usually
tor to going live. Research two businesses that have include just-in-time training and ongoing training
implemented an ERP system that have used a readi- after the system is implemented. Compare and con-
ness process, and describe the process to determine trast the two ERP implementation training plans,
the level of success they had with that process. and identify why they were successful or not.

Review Questions

1. Why is the readiness process so important to an 4. Why is the knowledge transfer important to the
ERP implementation? long-term stability of the ERP system?
2. What project areas need to be assessed in a readi- 5. What are the five areas addressed in postproduc-
ness process? tion support?
3. What is included (and not included) during the
stabilization time frame?

Discussion Questions

1. ERP systems need ongoing support to ensure that 2. The knowledge transfer process is something that
the system does what it is supposed to do. Identify is needed throughout a project. Discuss why it is
and describe the support structures needed for vital to the sustainability of the system.
stabilization and postproduction support.