Such newer delivery mechanisms include e-learning courses (completed either independently or with the aid of a synchronous instructor); and just-in-time performance support content that is available from directly within the ERP system. Courses can deliver the overview and process knowledge. While performance support—in the form of quick references, guided simulations or detailed job aids—can provide the assistance to complete a task properly and efficiently.
Where do your employees need support in the warehouse: from their desktop computer, a smartphone, a tablet or a laptop?
Technology today provides the formats to meet all of these needs, whether via an HTML e-learning course, a PDF work instruction or a printed quick reference.
Ensure performance over time
The need for support does not end when your employees receive a login to the ERP system. For new introductions to the team, when processes change, or when an employee needs support with a seldom-used task, access to up-to-date learning content is key.
Today, there are multiple options to ‘push’ new or updated critical business information to employees—even from within the application. Alternately, you can provide options to allow employees to subscribe to content specific to their role or location. In this way, support and education truly remain ongoing. Help is available when the employee needs assistance, on their device of choice and in their language.
And when content owners can quickly locate the single-source file and rapidly publish updated content, you can have greater confidence that learning is up-to-date and available to your employees.
A last key piece of ongoing sustainment and long-term ROI of your ERP system is to be able to identify where employees may be struggling. Monitoring hit counts to your learning content—and noting areas where content does not exist and the help desk must intervene—are both ways to identify remediation needs. In these instances, managers can determine knowledge gaps and additional training opportunities.
Face the new ERP era
The success of your SCM ERP implementation depends on your employees’ comfort and confidence in the solution. The better equipped the employee, with easy access to help when needed, the more confident that employee is. Performance support that is readily available at the point of need is as vital as the features and capabilities of the ERP solution itself. Tools that provide for smart development, delivery and maintenance of content benefit the entire team. Consider pairing your ERP with an EPSS to achieve and sustain the value of your investment.
Marianna Noll is the Director of Marketing and Communications at ANCILE Solutions Inc., Elkridge, Md., a provider of learning and performance software solutions. Matthew Gomez is the Senior Marketing Specialist at ANCILE Solutions. For more information, visit www.ancile.com.