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Chapter 7 Processes, Organizations, and Information Systems
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Reflect on the difficulty of creating and validating data models(as discussed in Chapter 5),
and you will have some idea of the amount of intellectual capital invested in a database design of
15,000 tables. Also, consider the magnitude of the task of filling such a database with users’ data!
Although we did not discuss this database feature in Chapter 5, large organizational data-
bases contain two types of program code. The first, called a trigger, is a computer program
stored within the database that runs to keep the database consistent when certain conditions
arise. The second, called a stored procedure, is a computer program stored in the database
that is used to enforce business rules. An example of such a rule would be never to sell certain
items at a discount. Triggers and stored procedures are also part of the ERP solution. Developers
and business users need to configure the operation of such code during the ERP implementa-
tion as well.

Business Process Procedures

Another component of an ERP solution is a set of inherent procedures that implement standard
business processes. ERP vendors develop hundreds, or even thousands, of procedures that enable
the ERP customer organization to accomplish its work using the applications provided by the
vendor. Figure 7-15 shows a part of the SAP ordering business process; this process implements a
portion of the inbound logistics activities. Some ERP vendors call the inherent processes that are
defined in the ERP solution process blueprints.
Without delving into the details, you should be able to understand the flow of work outlined
in this process. Every function (rounded rectangles in Figure 7-15) consists of a set of procedures
for accomplishing that function. Typically, these procedures require an ERP user to use application
menus, screens, and reports to accomplish the activity.
As with application programs, ERP users must either adapt to the predefined, inherent pro-
cesses and procedures or design new ones. In the latter case, the design of new procedures may
necessitate changes to application programs and to database structures as well. Perhaps you can
begin to understand why organizations attempt to conform to vendor standards.

Training and Consulting

Because of the complexity and difficulty of implementing and using ERP solutions, ERP vendors
have developed training curricula and numerous classes. SAP operates universities, in which cus-
tomers and potential customers receive training both before and after the ERP implementation. In
addition, ERP vendors typically conduct classes on site. To reduce expenses, the vendors sometimes
train the organization’s employees, called Super Users, to become in-house trainers in training
sessions called train the trainer.
ERP training falls into two broad categories. The first category is training about how to
implement the ERP solution. This training includes topics such as obtaining top-level man-
agement support, preparing the organization for change, and dealing with the inevitable
resistance that develops when people are asked to perform work in new ways. The second
category is training on how to use the ERP application software; this training includes specific
steps for using the ERP applications to accomplish the activities in processes such as those in
Figure 7-15.
ERP vendors also provide on-site consulting for implementing and using the ERP system.
Additionally, an industry of third-party ERP consultants has developed to support new ERP cus-
tomers and implementations. These consultants provide knowledge gained through numerous
ERP implementations. Such knowledge is valued because most organizations go through an ERP
conversion only once. Ironically, having done so, they now know how to do it. Consequently, some
employees, seasoned by an ERP conversion with their employer, leave that company to become
ERP consultants.