Your ERP Implementation is at High Risk of Failure

Each of the following roles plays a critical function in the success of your ERP implemenation. Shortcut any of these roles and you exponentially increase the risk of failure.

1. Internal Roles

1.1 Executive Sponsor

• Typically Comprises: A C-suite executive (e.g., CEO, CFO, CIO) or senior leader with decision-making authority.
• Responsibilities:
  • Provides strategic direction and vision for the project.
  • Approves key decisions, resources, and budget allocation.
  • Champions the initiative across the organization.
• Key Deliverables:
  • Project charter and sponsorship.
  • Oversight of overall project success.
• Communication Points:
  • Weekly or biweekly project updates with the project manager and steering committee.

1.2 Project Manager

• Typically Comprises: An experienced project manager with expertise in ERP systems and organizational processes. Can be a project manager without expertise in ERP systems and organizational processes if a qualified external independent advocate is utilized (see 2.1 Independent Client Advocate).
• Responsibilities:
  • Manages day-to-day project operations, schedules, and resources.
  • Acts as the liaison between internal stakeholders and external partners.
  • Tracks project risks and mitigation strategies.
• Key Deliverables:
  • Project plan, risk register, and status reports.
• Communication Points:
  • Daily with the core team, weekly with leadership, and as-needed with external partners.

1.3 Core Implementation Team

• Typically Comprises: Cross-functional representatives from IT, finance, operations, and other key departments.
• Responsibilities:
  • Configures ERP system components based on requirements.
  • Works closely with external consultants on testing and validation.
  • Provides detailed feedback on system functionality.
• Key Deliverables:
  • Detailed configurations and testing documentation.
• Communication Points:
  • Daily standups and weekly implementation review meetings.

1.4 Business Process Owners

• Typically Comprises: Department heads or senior managers responsible for specific business functions.
• Responsibilities:
  • Define requirements and validate ERP functionality against business needs.
  • Ensure process alignment with organizational goals.
  • Train end-users on new processes.
• Key Deliverables:
  • Process maps, user acceptance test cases, and training materials.
• Communication Points:
  • Regular sessions with the implementation team and end-user groups.
• End-User Training:
  • Typically delivered in collaboration with Change Management Leads, Implementation Partners/Consultants, and Software Vendors.
• Typically Comprises: Department heads or senior managers responsible for specific business functions.
• Responsibilities:
  • Define requirements and validate ERP functionality against business needs.
  • Ensure process alignment with organizational goals.
  • Train end-users on new processes.
• Key Deliverables:
  • Process maps, user acceptance test cases, and training materials.
• Communication Points:
  • Regular sessions with the implementation team and end-user groups.

1.5 IT Support Team

• Typically Comprises: IT specialists, including system administrators and infrastructure experts.
• Responsibilities:
  • Ensures ERP system infrastructure is properly set up and maintained.
  • Provides technical support during implementation.
  • Monitors system performance post-go-live.
• Key Deliverables:
  • System setup, integrations, and ongoing support documentation.
• Communication Points:
  • Regular updates with the core implementation team and external vendors.

1.6 Change Management Lead

• Typically Comprises: A change management professional or HR leader skilled in organizational development.
• Responsibilities:
  • Develops and executes a change management strategy.
  • Facilitates communication to ensure organizational buy-in.
  • Addresses resistance and ensures training is effective.
• Key Deliverables:
  • Change management plan, communication strategy, and adoption metrics.
• Communication Points:
  • Weekly with the project manager and process owners.

1.7 Business Analysts

• Typically Comprises: Analysts with expertise in business processes, data analysis, and ERP system requirements.
• Responsibilities:
  • Acts as a bridge between business stakeholders and the implementation team.
  • Gathers, documents, and prioritizes business requirements.
  • Analyzes current business processes and identifies areas for improvement.
  • Validates ERP functionality against business needs and ensures alignment with goals.
  • Facilitates workshops and stakeholder meetings to ensure clarity and consensus.
• Key Deliverables:
  • Business requirements documentation (BRD), process flow diagrams, and gap analysis reports.
  • Functional specifications for ERP configuration.
  • User acceptance testing (UAT) plans and feedback summaries.
• Communication Points:
  • Frequent meetings with process owners and key stakeholders to gather and validate requirements.
  • Regular updates with the project manager and core implementation team to ensure alignment.
  • Coordination with external consultants to clarify requirements and validate deliverables.

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2. External Roles

2.1 Independent Client Advocate

• Typically Comprises: An external consultant or advisor with extensive ERP and project oversight experience. CatalistIQ, LLC (https://www.smarttransformationsolutions.com) is a great resource for this role. Note that this is different from the implementation partner / consultant.
• Responsibilities:
  • Acts as an independent technology-agnostic advisor, ensuring the client’s best interests are represented throughout the project.
  • Ensures that project plans, vendor deliverables, and key decisions are a central focus and are fully aligned with client goals and expectations.
  • Provides unbiased assessments of project progress, risks, and resource utilization.
  • Facilitates communication between internal teams and external vendors to prevent misalignment or conflicts.
  • Ensures contractual terms and service-level agreements (SLAs) are negotiated in the best interest of the client and met by external vendors.
• Key Deliverables:
  • Independent project assessments and that internal teams focus on required progress reports to the steering committee and board of directors.
  • Risk analysis and mitigation recommendations.
  • Guidance, review, and validation of key deliverables and milestones.
• Communication Points:
  • Regular updates with the executive sponsor and project manager.
  • Periodic reviews with external vendors and the implementation partner.
  • Provides oversight of the internal project team to ensure alignment with process owners and the internal core team.
• Note: The less experienced the majority of the internal team is with ERP implementation, the more important this role becomes. ERP implementations are notoriously difficult and require an experienced team to be successful, cost-effective, and completed in a timely manner.

2.2 Implementation Partner/Consultant

• Typically Comprises: External ERP specialists with expertise in configuration, deployment, and training. Note: While Independent Client Advocates (see 2.1) focus solely on protecting client interests, Implementation Partners bring deep ERP expertise to design, deploy, and support systems efficiently. Their services are vital for successful ERP implementation, especially when supplemented by robust client-side oversight.
• Responsibilities:
  • Leads system design, configuration, and deployment.
  • Provides expertise on ERP best practices.
  • Facilitates knowledge transfer to the internal team.
  • Delivers formal end-user training on system functionality in collaboration with Change Management Leads and Business Process Owners.
• Key Deliverables:
  • ERP configurations, implementation roadmap, and go-live support.
  • Training documentation and recorded training sessions for end-users.
• Communication Points:
  • Daily or weekly with the project manager and implementation team.

2.3 Software Vendor

• Typically Comprises: Representatives from the ERP software provider, including account managers and technical support.
• Responsibilities:
  • Supplies ERP software licenses and technical support.
  • Provides system updates, patches, and training.
  • Assists in resolving critical software issues.
  • Delivers training on platform-specific features and advanced functionalities to support end-users.
• Key Deliverables:
  • Licensing agreements and software documentation.
  • Training materials and ongoing support documentation.
• Communication Points:
  • As-needed communication with IT and project manager.
• Typically Comprises: Representatives from the ERP software provider, including account managers and technical support.
• Responsibilities:
  • Supplies ERP software licenses and technical support.
  • Provides system updates, patches, and training.
  • Assists in resolving critical software issues.
• Key Deliverables:
  • Licensing agreements and software documentation.
• Communication Points:
  • As-needed communication with IT and project manager.

2.4 Third-Party System Integrators

• Typically Comprises: External technical teams specializing in integrations and data migration.
• Responsibilities:
  • Handles custom integrations between the ERP system and other platforms.
  • Ensures seamless data migration and interface development.
  • Conducts integration testing.
• Key Deliverables:
  • Interface documentation and integration testing results.
• Communication Points:
  • Biweekly with IT support and project manager.

2.5 External Auditors (if applicable)

• Bottom-line profitability
• Operational efficiency
• Sustainable growth aligned with clients’ strategic goals

• Typically Comprises: Independent auditors or consultants with expertise in compliance and data validation.
• Responsibilities:
  • Ensures compliance with regulatory and industry standards.
  • Validates data accuracy post-implementation.
  • Provides recommendations for system improvements.
• Key Deliverables:
  • Compliance and audit reports.
• Communication Points:
  • Regular updates with leadership and IT support team.

CatalistIQ has 26 Years of Experience in Business Operations and Technology Systems.
Our approach consistently delivers results on time, within budget, and drives:

• Bottom-line profitability
• Operational efficiency
• Sustainable growth aligned with clients’ strategic goals

Above all, our commitment is to advocate for what’s best for you, driving sustainable success aligned with your goals.

Your competitors are likely already taking steps to streamline their operations and gain an edge. Don’t get left behind. Discover how CatalistIQ can help you increase profitability by maximizing operational efficiency and securing a competitive advantage. Contact us today to stay ahead and achieve your strategic goals with confidence!

Author: CatalistIQ, LLC