Operations & Post-Implementation Review

Go-Live Criticality

• “Go-live” is one of the most critical milestones for ERP success.
• Requires completion of core tasks before system activation.

Stabilization Window

• Period from Go-Live until issues/problems diminish (≈ $90$ days).
• Failure case: FoxMeyer Drug collapsed during stabilization; sued SAP for $500$ million.

Five Areas of Stabilization

1. Go-Live Readiness
2. ERP Training
3. Stabilization
4. Post-Production Support
5. Knowledge Transfer

Go-Live Readiness

• Clarifies progress & unresolved issues prior to activation.
• Assess: infrastructure, development, configuration, data conversion, testing, training, communications, operations, user preparedness.
• Collect input from project teams, users, and team leaders for executive review.

ERP Training

• All users trained with real data/examples; essential transactions before Go-Live, full training may continue after.
• Trainers: vendor staff, in-house personnel, or third-party specialists; sessions onsite or virtual.

Stabilization Phase

• Begins when software is live, initial training done, critical data converted.
• Characterized by long hours, many issues, high anxiety.
• Common complications:
  • Undocumented customizations
  • Business-process reengineering impacts
  • Parallel run with legacy system (labor-intensive & confusing)
  • Reconciliation between new ERP & old system outputs

Post-Production Support

• Formal support plan is as vital as development activities.
• Focus areas: training, data validation, data correction, patches/fixes, new features/upgrades.

Key Post-Implementation Support Activities

• Training: Help desk handles daily user assistance & issue tracking.
• Data validation: Periodic checks confirm correct usage & data-entry processes.
• Data correction: Identify & fix conversion/interface errors.
• Patches & fixes: Report bugs to vendor; vendor reproduces in clean environment.
• New features/upgrades: Controlled change process keeps system aligned with evolving business.

Knowledge Transfer

• Must span all ERP life-cycle phases: Requirements, Build, Go-Live, Stabilization, Ongoing Support.
• Ensures organization can maintain & enhance system after vendor disengagement.