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ERP End-User Training: Insights From My Conversation with Prophet 21 Specialist Anjali McQueen

Karthik Chidambaram
January 20, 2025 |
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As we step into 2025, many organizations are re-evaluating their operational strategies, particularly within the realm of enterprise resource planning (ERP). ERP systems like Prophet 21 are playing a crucial role in streamlining business operations, which offers a great opportunity to evaluate where to improve.

Recently, I had the pleasure of hosting a LinkedIn Live session with Anjali McQueen, a seasoned trainer specializing in Epicor Prophet 21. Our conversation was enlightening and insightful, offering a deeper understanding of the critical role that effective training plays in ensuring the success of ERP implementations. A well-executed training program is vital for organizational success, especially during digital transformation.

Anjali began her career in accounting and auditing, which laid the foundation for her expertise in ERP systems. She worked at KPMG, gaining experience in IT consulting and auditing, and later earned a Chartered Accountancy Qualification (ACA) from KPMG London. During ERP implementations, Anjali noticed a significant gap in end-user training, leading her to focus on developing programs that empower users to effectively navigate systems like Prophet 21.

The Importance of End-User Training

One of the central themes in our discussion was the critical role that effective end-user training plays in the success of an ERP implementation. Here are several key points about why this training is so important:

Investment in Human Capital

End-users are the backbone of any organization, ensuring the smooth functioning of operations. Investing in their training enables them to fully leverage the power of new systems, ensuring a more seamless transition and greater operational efficiency.

User Engagement

An engaged user is far more likely to adopt new technologies and processes. When employees feel confident in using their systems, they are more likely to embrace change and be proactive in applying what they’ve learned.

Business Continuity

Training reduces the risk of disruptions during transitions. Well-prepared users can continue working effectively, minimizing downtime and maintaining productivity during the ERP rollout.

Common Challenges During Implementation

Implementing Prophet 21 comes with its own set of challenges, and Anjali touched on some of the most common hurdles organizations face. Understanding these challenges and finding solutions can make the difference between a smooth transition and a troubled implementation.

1. Scheduling Conflicts

Employees often have daily responsibilities that can make it hard to prioritize training sessions.

  • Solution: Scheduling training sessions during quieter periods or breaking them into smaller, more manageable sessions that fit into employees’ schedules.

2. Mindset Issues

Many users feel anxious about learning new systems, particularly when they are unfamiliar with the technology.

  • Solution: Trainers can address this by adopting a coaching role, building users’ confidence, and helping them feel capable of learning and mastering the new system.

3. Role-Specific Training Needs

Not all employees require the same level of training. Different roles within the organization need tailored content that speaks directly to their daily tasks.

  • Focus: By customizing the training to fit each role, organizations ensure that users receive the most relevant information, optimizing learning and application.

Effective Training Methodology

Anjali’s approach to training is interactive and highly engaging. She believes that the best way to facilitate learning is to create an environment where users feel empowered and involved.

  • Interactive Sessions: Instead of relying on traditional lectures, Anjali fosters an interactive approach, encouraging discussions and collaborative problem-solving among users.
  • Hands-On Exercises: Practical, real-world exercises help users immediately apply what they’ve learned, reinforcing their understanding through experience.
  • Building Confidence: Anjali focuses on creating small wins throughout the training process. Successfully completing tasks during training gives users the confidence they need to continue learning and apply their new skills in their daily work.

Signs of Successful Training

So, how do you know if training has been successful? Anjali shared several indicators that signal a successful training program:

  • User Engagement: When participants actively engage in training, ask thoughtful questions, and take an interest in learning, it shows they are ready to adopt the new system.
  • Confidence Building: Users who can successfully complete tasks and demonstrate their skills are likely to have absorbed the material effectively.
  • Continuous Dialogue: Ongoing discussions and follow-up conversations about the processes help solidify learning and make the transition smoother.

Recommendations for Organizations

For organizations preparing for a Prophet 21 implementation, Anjali offered several pieces of advice to help them prepare for the journey ahead:

1. Prepare for Change

An ERP implementation affects every part of the organization. Employees, roles, and daily processes will change, so it’s essential to embrace this transformation rather than resist it.

2. Engage Leadership

Leadership should be actively involved in the training process, ensuring adequate resources are allocated and that the necessary support is in place for the team.

3. Foster Open Communication

Be prepared for tough conversations about changing job roles, new expectations, and organizational shifts. Open communication helps manage expectations and reduce resistance.

4. Connect with Others

Organizations can benefit from learning from those who have already implemented Prophet 21 or similar systems. Sharing experiences and insights can help avoid common pitfalls and ensure smoother transitions.

Also see: Exploring Epicor P21 API And Other Alternatives

Ensuring Long-Term Adoption

One of the biggest challenges organizations face after training is ensuring that users continue to apply what they’ve learned long after the initial sessions. Anjali shared her approach to ensuring knowledge retention:

  • Continuous Engagement: Training should be an ongoing process throughout the implementation phase, not just a one-time event. Continuous reinforcement ensures that the knowledge sticks.
  • Integration with Project Activities: Aligning training sessions with key project milestones reinforces learning and keeps the material relevant to the stage of implementation.
  • Post-Training Support: Providing post-training support, where users can ask questions and seek assistance, is key to maintaining long-term adoption and ensuring the system is used effectively.

Addressing Mindset Challenges

A significant barrier to effective learning is often the mindset of the users. Anjali shared her approach to overcoming this hurdle:

  • Instilling Confidence: Trainers should focus on helping users believe in their ability to learn and master the new system. Positive reinforcement and encouragement go a long way in overcoming resistance.
  • Specific Tools and Exercises: By using simple, interactive exercises that users can follow step by step, it helps users experience small successes, which builds their confidence and reduces anxiety.

Recommended read: ERP Integration Challenges Explained [+10 Solutions]

Creating an Engaging Learning Environment

Anjali also stressed the importance of an engaging learning environment during training:

  • In-Person Training Benefits: In-person sessions foster energy, collaboration, and greater engagement among participants. Face-to-face interaction also makes it easier to gauge user understanding and address concerns immediately.
  • Facilitative Approach: Anjali views herself as a facilitator rather than a lecturer, encouraging open dialogue and creating a learning space where users feel comfortable sharing their experiences and asking questions.

Preparing for Difficult Conversations

An ERP implementation can stir up difficult discussions, particularly around job roles and organizational changes. Anjali advised being proactive in addressing these challenges:

  • Understanding Resistance: Some employees may resist learning or struggle with change. Acknowledging and addressing these concerns early on can prevent frustration and disengagement.
  • Leadership Support: Leaders must be prepared to support their teams through these changes, providing guidance, reassurance, and the tools necessary to adapt to new systems and roles.

Final Thoughts

This conversation served as a powerful reminder of how integral effective end-user training is to the success of ERP implementations like Prophet 21. By investing in comprehensive training programs, organizations can ensure that their employees are equipped to confidently navigate new systems, ultimately leading to smoother transitions and greater operational efficiencies.

As we look ahead to 2025 and beyond, embracing change through effective training will be essential for businesses aiming to stay competitive and thrive to become more successful, technology-driven transformations.

Catch the full LinkedIn Live conversation with Anjali McQueen here:

Karthik Chidambaram

Karthik Chidambaram is the Founder & CEO of DCKAP. He bootstrapped the company from his small apartment in Chicago, Illinois. DCKAP simplifies commerce for distributors. DCKAP was started with 2 people, 2 computers and 2 desks and is now a global and distributed team. Karthik reckons industry setbacks and renders solid & practical solutions to organizations. He holds a Master’s Degree in Computer Engineering from Illinois Institute of Technology, Chicago. You can read more about him on his personal blog here.

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