ERP system roll-out in six countries

Our client was introducing a new ERP system to its operating companies in Malaysia, Philippines, Indonesia, UAE, Saudi Arabia and Sri Lanka.

It needed to rationalise business processes and systems to implement the JD Edwards Enterprise One platform. Tactics was engaged as training and documentation delivery lead.

The challenge

This was a demanding and complex JD Edwards implementation. Our team lead and six technical writers and instructional designers were tasked with delivering end-user documentation and training, change management and business-as-usual support. We needed to train and support over 300 users, most of whom spoke English as a second language.

The approach

To prepare users for the new ERP system, we focused on demystifying the system and giving users the knowledge and skills they needed for their roles. To suit the cross-cultural environment we designed a blended learning model and reference-based training supported by online documentation. This included:

  • business education and scenario-based workshops
  • super-user training and coaching, and
  • self-paced online learning modules.

Flexible training delivery

To get the best out of trainees, flexibility was key. We adjusted the training delivery to suit the local culture and learning style. For example:

  • In Malaysia, trainees tended to be reluctant to answer questions in front of their managers. We therefore focused on written exercises rather than asking questions in the classroom.
  • In the Philippines, trainees enjoyed having fun on the courses. So we let them present business processes through role-playing and songs.
  • In Saudi Arabia, it was a struggle to get trainees to turn up on time. We enticed the Finance team to be punctual by playing YouTube videos of recent cricket matches. The attendance issues were quickly resolved.

The result

Over 300 users were successfully trained in the ERP system. Our client had fast and accurate uptake of the new system and Tactics continued to provide business-as-usual training and support. As part of this project we designed a ‘lean and mean’ documentation model which reduced our client’s contracted documentation costs.