ERP implementation pulse check
During or at the conclusion of an ERP implementation, conducting pulse checks serves as a critical opportunity to collect client feedback.
Understanding the client’s perspective on key aspects of service delivery offers valuable insights for improvement and growth. This article dives deep into five significant areas we believe should be part of any client satisfaction survey during of following an ERP implementation project.
We’ll discuss each area in detail to understand why they matter and how they contribute to overall client satisfaction.
5 Critical Areas for your ERP implementation
Delivery Excellence
- High-quality, timely, and reliable services form the backbone of any ERP implementation project. A critical question to ask is whether the services provided across all offerings met or exceeded established performance standards. In an ERP implementation, this could include the stability of the software provided, the robustness of the hardware installed, or the reliability of the cloud services implemented. The prompt resolution of issues and adherence to Service Level Agreements (SLAs) also significantly contributes to the perception of delivery excellence. Evaluating this area can offer insights into operational strengths and areas for process refinement.
Financial Management
- Effective financial management is key to delivering services within the agreed-upon budget. It reflects the IT service provider’s ability to demonstrate cost efficiency, provide value, and control expenses. Probing into this aspect can help understand if the ERP implementation was perceived as value for money by the client. This area of feedback can offer valuable insights for ongoing project estimations, pricing strategies, and cost optimization tactics.
Strategic Alignment
- Every IT project, but especially an ERP implementation which creates the backbone of the company’s supply chain, operational and financial processes, must align with and support the client’s business objectives. This alignment is not merely about delivering the project requirements. It’s about ensuring that the implementation project enables business processes, improves productivity, and supports the client’s strategic initiatives effectively. By assessing this area, service providers can gauge their understanding of the client’s business needs and their ability to deliver strategic IT solutions.
Security Compliance
- In today’s digital world, robust security measures are not optional; they’re essential. It’s crucial to ascertain whether the client feels that the ERP implementation maintained robust security measures and met compliance requirements. This area evaluates adherence to relevant regulations & standards and the assistance provided to the client in achieving their security and compliance objectives. Security compliance feedback can shed light on the effectiveness of the security practices implemented and offer direction for enhancement.
Relationship Building
- IT projects are not just about technology; they’re also about people. Fostering strong relationships with the client can be as important as delivering a high-quality project. Clear and effective communication, mutual understanding, and collaborative problem-solving are cornerstones of relationship building. The ability to work together to resolve issues promptly and build trust over time is invaluable. By seeking feedback in this area, service providers can understand their interpersonal strengths and areas to improve their client interaction skills.
Conclusion
In conclusion, these five pillars offer a 360 view of client satisfaction during and at the end of an ERP implementation. By focusing on delivery excellence, financial management, strategic alignment, security compliance, and relationship building, service providers can ensure they meet and exceed client expectations, fostering long-lasting, mutually beneficial relationships.
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Wilson, S. & Schwartz, C. (2011). Powerful project financials. Paper presented at PMI® Global Congress 2011—North America, Dallas, TX. Newtown Square, PA: Project Management Institute.