ERP POST-IMPLEMENTATION TRAINING PROGRAM ASSESSMENT: Identifying Key Factors that Improve Cognitive Outcomes

摘要

Enterprise Resource Planning (ERP) systems, such as SAP, feature a rich set of integrated business applications. To maximize the long term benefits from ERP implementations, organizations need to support end users with effective training during the post-implementation phase. Training programs that build the end-user's cognitive skills and business procedural knowledge are particularly important as they allow the users to understand the broader scope of the ERP system implementation and the strong integration of multiple business processes and functions. Given the high cost and variety of ERP training programs, there is a need to create validated models to assess content and benefits of such training programs. Using a field study of a collaborative, team-based training program with the ERPSim simulation tool, this paper develops and validates a fuzzy logic model to assess cognitive outcomes. The study finds that training team characteristics, particularly heterogeneity and cooperation, are most important in achieving higher levels of cognitive outcome. The results of the study imply that for ERP implementation success, the end-users must be given suitable training programs that allow them to share and integrate cross functional knowledge. Moreover, the success of such training programs needs to be periodically measured to assess cognitive outcomes.