Enterprise Systems Training Strategies: Knowledge Levels and User Understanding

Introduction

Enterprise systems (ESs) are customizable, integrated software applications designed to support core business processes. Enterprise systems such as ERP, CRM and SCM often take years to implement, but unfortunately a significant number of ES implementations fail (Viehland & Shakir, 2005). Successful training strategies can help reduce failure (Wheatley, 2000). This study seeks to advance research in ES end-user training, examining strategies that could lead to more effective use of ESs and increase the chances of ES implementation success.

A large body of training research exists that relates to ES end-user training. From this literature, the Sein, Bostrom and Olfman (1999) hierarchical knowledge-level model (Figure 1) can serve as the basis for alternate ES training methods¹. The model can be used to develop specific training approaches and methods across a wide variety of end-user training settings.

Figure 1.

Hierarchical knowledge-level model (adapted from Sein et al. 1999)

According to this model, training strategies should consider the types of trainees and IT tools on which they will be trained. The training methods should be designed using these inputs with the goal of achieving desired levels of knowledge, instead of focusing narrowly on skills and procedures (Sein et al., 1999). Table 1 characterizes ES end-user training outcomes in terms of knowledge levels.