This paper highlights the criticality of the 'End-Users' factor to the success or failure of the ERP venture. This descriptive case highlights the ineffectiveness of the current approaches to ERP end-users' "training and competency building", that are commonly applied in ERP implementations. We propose as an alternative, a new structured approach that redefines the traditional role of "ERP Training" from isolated implementation project activities concerned with introducing end-users to "how to" use ERP applications to an integral part of a comprehensive "knowledge & change management" strategy that advocates a holistic life-cycle approach to managing ERP Critical Success Factors (CSF). The investigation benefits from the "iceberg competency model", the "training management cycle", and "Kirk-Patrik's evaluation model" as the theoretical basis and context for drawing a comparison of the suitability and effectiveness of training approaches adopted in major ERP implementations in UAE. The proposed approach, which is built around 'end-user characterization' as the main input into 'competency building' is flexible enough to plug into standard ERP methodologies and may be projected throughout the ERP life-cycle. The end-users characterization and competency building approach (EUCCB) is expected to contribute to healthy levels of ERP usage and utilization that leads to positive business gains and return on investment.
Albadri, F. A., & Abdallah, S. (2009). ERP training and evaluation: ERP life-cycle approach to end-users’ characterization and competency building in the context of an oil & gas company. In Innovation and Knowledge Management in Twin Track Economies Challenges and Solutions - Proceedings of the 11th International Business Information Management Association Conference, IBIMA 2009 (Vol. 1–3, pp. 953–960). International Business Information Management Association, IBIMA.