During an ERP implementation, enormous demands are placed on key users. Competencies such as flexibility, constructive thinking, thinking in the interests of the entire organization, a positive attitude and the willingness to implement changes are required of the key user. But the key user must also perform tasks that are of great importance during the implementation, but are also often completely new to him/her. For example, thorough testing of the software and preparation of work instructions. In this blog I will focus on work instructions, next time I will discuss testing.
Why work instructions when there are manuals?
Almost every ERP package comes with manuals. And these offer a lot of information. Sometimes they are manuals in PDF format, other times online manuals are available in the application itself. And nowadays there are even plenty of videos on YouTube that explain and demonstrate in great detail how certain things work. I can still remember from my time as a Baan consultant that each module (!) came with a neat book of a few hundred pages explaining what each field was for.
Such a manual is ideal for understanding a particular piece of functionality. But during the implementation, agreements are made about how this functionality will be used specifically within your organization. Such manuals are then no longer useful; they are too general and do not contain the 'rules' that apply within your organization. You will therefore have to create work instructions, work instructions that are fully tailored to your organization and describe how your organization uses this functionality.
So what does a work instruction look like?
Although many key users dread creating work instructions, creating a work instruction is not as complicated as it seems. Here are a few tips to get you started:
- Divide a process into several activities (by function or department) and write one work instruction per activity. This way you avoid a 28-page work instruction.
- For each work instruction, briefly describe the purpose.
- For each work instruction, indicate the previous and next work instruction.
- Describe what information must be recorded. Anything not described then by definition need not be recorded.
- Have a work instruction you created tested by a fellow key user who does not know the process in question.
- Be careful with screenshots. In a new version of the software, screens may have changed in layout and you will have to adjust your work instructions.
For whom do I create the work instructions?
Just before going live, as a key user you will train the end users. You will have to give your colleagues something to work on so that when they go live they will know how to handle the ERP package. In time, most of your colleagues will be able to perform the daily operations without work instructions. But new colleagues will arrive and they too will need to know which rules and agreements apply. Because these rules and agreements form the basis for achieving optimal results with the ERP package.
Peter Gerhardt is Senior Lead Consultant Logistics at Dysel and helps customers achieve maximum results with its business software.
