ERP GOLDEN GATE INITIATIVE

ORGANIZATIONAL CHANGE MANAGEMENT STRATEGY

Authors: Linda Bu!"#$
Cr#ation Dat#: A%ri" &'('
Last )%dat#d:
Contro" Nu*+#r:
V#rsion: (
Con,id#ntia" Pa-# (

Document Control
Change Record
Date Author Version Change Reference
./(0/&'(' Linda Bu!"#$ (
1/(0/&'(' Mih#""# Russ#"" &
Approvers
Name Position
Mih#""# Russ#"" SVP2 O%#rations and Su%%"$ Chain2 ERP E3#uti4#
S%onsor
Mi!# Drinan# Dir#tor o, Produt Strat#-$2 ERP Pro5#t Mana-#r
Linda St#%han Dir#tor2 Hu*an R#sour#s
Distribution
Copy
No.
Name Location
(
&
6
.
Con,id#ntia" Pa-# &

Cont#nts
Document Control........................................................................................................2
Overview......................................................................................................................5
Executive Summary..................................................5
Vision.........................................................................6
Objectives & Beneits................................................!
"ui#in$ %rinci&les......................................................'
Sco&e........................................................................(
)&&roac*....................................................................................................................+,
Critical Success -actors...........................................+,
%roject .nter#e&en#encies.......................................++
/ey Or$ani0ational C*an$e 1ana$ement Com&onents..............................................+2
3ea#ers*i& )li$nment an# En$a$ement..................+4
Communication.......................................................+4
Sta5e*ol#er 1obili0ation.........................................+!
6ole an# Or$ani0ational Desi$n...............................+(
Site 7 De&artment 6ea#iness...................................2+
8rainin$ Strate$y.......................................................................................................22
8rainin$ Overview...................................................22
8rainin$ %rinci&les...................................................25
Critical Success -actors...........................................26
1et*o#olo$y............................................................26
)&&roac*.................................................................2(
)ssum&tions............................................................2,
9i$*:3evel Curriculum Desi$n.................................2,
6is5s an# 1iti$ations...............................................2+
8rainin$ -acilities....................................................2+
9i$*:3evel 8rainin$ %roject 8imeline.......................2+
6oles an# 6es&onsibilities or 8rainin$....................2+
8rainin$ 8eam .nteraction.......................................22
8ar$et )u#ience; 6ole 1a&&in$..............................22
8rainin$ Course 1et*o#olo$y..................................24
8rainin$ Documentation..........................................24
<&#atin$ 8rainin$ Documentation...........................24
%ost "o:3ive 8rainin$;..............................................25
Develo&ment 8ools..................................................25
Evaluation 1et*o#s an# 8ools.................................25
Con,id#ntia" Pa-# 6

OC1 -ramewor5.........................................................................................................26
=or5&lan.................................................................26
8ools & 8em&lates...................................................2!
.nstructions & 8ec*ni>ues ......................................2!
Deliverables............................................................2!
1easures & Scorecar#.............................................2!
Conclusion..................................................................................................................2(
Con,id#ntia" Pa-# .

Overvie
An Or-ani7ationa" Chan-# Mana-#*#nt 8OCM9 Strat#-$ is a %roati4#2 "on-/t#r* a%%roah
d#si-n#d to ahi#4# a ,utur#/stat# 4ision and is us#d as -uidan# ,or a trans,or*ation initiati4#: It
d#sri+#s what ;i"" +# don# and why to addr#ss th# <%#o%"# n##ds= assoiat#d ;ith %ro#ss and
t#hno"o-$ han-#s:
Th# OCM Strat#-$ in"ud#s:
o Vision
o O+5#ti4#s
o Guidin- Prini%"#s
o So%#
o A%%roah
o >#$ Or-ani7ationa" Chan-# Mana-#*#nt Co*%on#nts
o OCM ?ra*#;or!
This dou*#nt ;i"" %ro4id# a hi-h/"#4#" OCM o4#r4i#; and ;i"" d#sri+# th# int#-ration o, th#
OCM ;or! ;ithin th# "ar-#r %ro5#t o, th# ERP Go"d#n Gat# Initiati4#: In addition2 th#r# is a
orr#s%ondin- dou*#nt that ,urth#r d#,in#s th# Trainin- Strat#-$: P"ans to #3#ut# th#s#
strat#-i#s ;i"" a"so +# d#4#"o%#d in s#%arat# d#"i4#ra+"#s and ;or! %"ans:
Th# OCM strat#-$ its#", ;i"" +# us#d ,or ontinu#d -uidan# throu-hout th# ERP Go"d#n Gat#
Initiati4# and ;i"" not shi,t in on#%t or 4ision: Th# ,"#3i+i"it$ "i#s ;ithin th# #3#ution o, this
strat#-$@ th# strat#-$ its#", %ro4id#s a ,oundation ,or st#ad$2 "#ar dir#tion throu-hout th#
trans,or*ation:
!"ecutive #ummary
Th# Or-ani7ationa" Chan-# Mana-#*#nt Strat#-$ d#,in#s th# han-# *ana-#*#nt a%%roah to
+# ado%t#d +$ th# ERP Go"d#n Gat# Initiati4#: Th# OCM strat#-$:
o D#,in#s th# o+5#ti4#s to +# *#t
o Id#nti,i#s and d#sri+#s th# !#$ o*%on#nts o, or-ani7ationa" han-# *ana-#*#nt to +#
us#d durin- th# %ro5#t
o Su--#sts ris!s and ritia" su#ss ,ators to +# ta!#n into aount at th# ons#t o, th#
initiati4#
o D#sri+#s ho; or-ani7ationa" han-# *ana-#*#nt ati4iti#s ar# int#-rat#d ;ith oth#r
%ro5#t *ana-#*#nt ati4iti#s
Su#ss o, th# %ro5#t is +as#d on r#o-ni7in- th# ritia" i*%ortan# o, OCM on "ar-#/sa"#
han-# %ro5#ts: Th# a%%roah to +# ta!#n ,u""$ int#-rat#s OCM ;ith s$st#*s and %ro#ss
i*%"#*#ntation ati4iti#s ;hih is ritia" to %ro5#t su#ss and +#n#,its r#a"i7ation: A ,#;
i*%ortant %rini%"#s that ;i"" -uid# our a%%roah ar# as ,o""o;s:
o Busin#ss trans,or*ation is2 +$ its natur#2 disru%ti4#: Th# han-# %ro#ss has th#
%ot#ntia" to i*%at a"" ar#as o, th# #nt#r%ris#2 and as suh has a si-ni,iant i*%at on
%roduti4it$ durin- th# transition %has#: This n##ds to +# %roati4#"$ and ar#,u""$
*ana-#d:
o Th# %ur%os# o, an OCM ,ra*#;or! is to ahi#4# hi-h#r Aua"it$ and ,ast#r +usin#ss
+#n#,its d#"i4#r$ and sustain#d trans,or*ationa" han-# throu-h a s$st#*ati a%%roah
that #n-a-#s La;son ProdutsB "#ad#rs and t#a* *#*+#rs:
Con,id#ntia" Pa-# 1

o Or-ani7ationa" han-# *ana-#*#nt is a s$st#*ati2 *#thodia" a%%roah to *ana-in-
+usin#ss trans,or*ation that addr#ss#s and a"i-ns ;hat n##ds to han-# and ho; to
i*%"#*#nt th# han-# *ost #,,#ti4#"$:
o Or-ani7ationa" han-# *ana-#*#nt annot +# 4i#;#d %ur#"$ ,ro* a ,untiona"
%#rs%#ti4#: Th# su#ss o, th# han-# %ro-ra* r#"i#s on th# a+i"it$ o, th# "#ad#rs to
und#rstand that th# han-# has #nt#r%ris# i*%at:
o Or-ani7ationa" han-# *ana-#*#nt is not a s#%arat# str#a* o, ;or! ;ithin th# %ro5#t2
+ut rath#r onsists o, 4arious ati4iti#s that ar# ti-ht"$ int#-rat#d ;ith th# s$st#* and
%ro#ss i*%"#*#ntation:
o Chan-# i*%"#*#ntation r#%r#s#nts *u"ti%"# st#%s on th# 5ourn#$ and is not th# ,ina"
d#stination: Th# OCM tra! ;i"" h#"% our sta!#ho"d#rs *iti-at# do;nsid# %#r,or*an#2
transition to #Aui"i+riu*2 and r#ah hi-h#r %#r,or*an# and +#n#,its throu-h a ar#,u""$
*ana-#d2 int#-rat#d a%%roah to han-#:
o OCM is a disi%"in#d a%%roah to %"an and *ana-# th# hu*an r#s%ons# to an$ han-#:
Th# *#thods to +# us#d ;i"" stri!# a +a"an# +#t;##n o*%"ian# and o**it*#nt:
Vision
La;son Produts MRO Busin#ss has a 4ision to +# th# "#ad#r in *aint#nan# and r#%air
so"utions2 d#"i4#rin- 4a"u# to usto*#rs throu-h th#ir %#o%"#2 %rodutsCso"utions and s#r4i#s:
That 4ision is so*#thin- a"" La;son t#a* *#*+#rs shar#2 ;h#th#r th#$ ;or! in sa"#s2 distri+ution
#nt#rs2 or h#adAuart#rs: This 4ision %aints a %itur# o, ;hat La;son Produts as%ir#s to +# and
ho; it ;i"" distin-uish its#", in th# *ar!#t%"a#:
Th# ERP Go"d#n Gat# Initiati4# is on# o, thr## !#$ strat#-i initiati4#s that ;i"" trans,or* th#
MRO +usin#ss and #na+"# th# +usin#ss to ahi#4# its 4ision: ?or a"" d#%art*#nts th# ERP
Go"d#n Gat# Initiati4# touh#s2 th# 4ision is a sustainin- ,or# that ;i"" ,ous th# dri4# ,or han-#:
B$ i*%ro4in- s$st#*s2 %ro#ss#s2 data and #nhanin- th# +usin#ss s!i""s o, our %#o%"#2 La;son
;i"" +# a+"# to i*%ro4# or-ani7ationa" %roduti4it$2 #,,#ti4#"$ *ana-# o%#ratin- osts and
i*%ro4# th# usto*#r #3%#ri#n#: ERP2 in turn ;i"" #na+"# La;son to r#a"i7# th# ,u"" +#n#,its o,
th# t;o oth#r !#$ strat#-i initiati4#s D N#t;or! O%ti*i7ation and Sa"#s Trans,or*ation: As suh2
ERP is an int#-ra" %art o, #na+"in- th# o4#ra"" 4ision:
Vision stat#*#nts ar# us#d to "ari,$ th# -#n#ra" dir#tion o, han-#2 *oti4at# %#o%"# to ta!#
ation in th# ri-ht dir#tion and oordinat# th# ations o, *an$ %#o%"#: Th# +usin#ss 4ision ;as
r#at#d +$ "#ad#rshi% to "#ar"$ and si*%"$ o**uniat# stat#*#nts a+out La;son ProdutsB
,utur# / a d#sri%tion o, th# ,utur# ;# int#nd to ahi#4# at th# #nd o, our trans,or*ationa" 5ourn#$:
As a"r#ad$ indiat#d th# strat#-$ ,or ahi#4in- this 4ision is 6/%ron-#d2 ;ith ERP as a !#$
#na+"#r to r#a"i7in- th# ,u"" +#n#,its ,ro* th# oth#r t;o initiati4#s2 Sa"#s Trans,or*ation and
N#t;or! O%ti*i7ation
?or ERP2 th# ,o""o;in- strat#-$ and a%%roah ;#r# d#id#d u%on:
Th# ERP so"ution or# a%a+i"iti#s ;i"" in"ud# ord#r *ana-#*#nt2 ;ar#housin- and
distri+ution2 su%%"$ *ana-#*#nt2 ord#r *ana-#*#nt2 sa"#s %"annin- and a-#nt
ad*inistration2 %riin-2 %rodut *ana-#*#nt2 and *ar!#tin-: Enhan#d so"utions ;i""
+#tt#r #na+"# th#s# *ost ritia" ,ront "in# ,untions to %ro4id# +#tt#r 4a"u# to La;son
Produts usto*#rs ;hi"# r#duin- ost and i*%ro4in- *ar-ins:
Th# +a! o,,i# su%%ortin- a%a+i"iti#s in"ud# ?inan# and HR that ;i"" #nhan# d#ision
su%%ort and inr#as# %roduti4it$ and r#du# osts:
Th# #na+"in- in,rastrutur# in"ud#s #nt#r%ris# in,or*ation *ana-#*#nt and r#%ortin-
too"s that ;i"" %ro4id# +#tt#r in,or*ation -o4#rnan# and d#"i4#r$2 as ;#"" as *od#rn
Con,id#ntia" Pa-# E

a%%"iation int#-ration too"s and %orta" t#hno"o-i#s: To-#th#r th#s# ;i"" %ro4id# th#
,oundations that ;i"" a""o; La;son Produts to run th# +usin#ss *or# #,,ii#nt"$ on a da$/
to/da$ +asis and dri4# %ro,ita+"# -ro;th ,or th# ,utur#:
This strat#-$ a"so d#sri+#s a ,unda*#nta" shi,t in La;son ProdutsB IT %hi"oso%hi#s and
a%%roah#s: La;son Produts is o**itt#d to ada%tin- +#st %rati# %ro#ss#s ;ithin
th# ;ho"#sa"# distri+ution industr$2 #na+"#d +$ th# ERP so"ution ;ith *ini*a"
usto*i7ation:
This strat#-$ %ro4id#s th# "o-i ,or ho; trans,or*ation o, th# +usin#ss throu-h ERP ;i"" +#
ahi#4#d:
Th# MRO Busin#ss Vision2 th# !#$ strat#-i initiati4#s ,or trans,or*in- th# +usin#ss and
ahi#4in- th# 4ision2 and th# strat#-$ and a%%roah ,or th# Ent#r%ris# R#sour# P"annin-
initiati4# ;i"" +# *#ssa-#s that ;i"" +# inor%orat#d into th# ERP Go"d#n Gat# Initiati4#
Co**uniation Strat#-$ and P"an:
Ob$ectives % &enefits
Th# ERP initiati4# is th# ,oundation ,or La;sonBs ,utur# o%#ratin- *od#": Pro4idin- a ,ra*#;or!
,or +#st +usin#ss %rati#s and a sin-"# sour# o, 4isi+"# data2 ERP ;i"" +# ritia" ,or ,utur#
%ro,ita+"# -ro;th o, th# o*%an$: ERP ;i"" su%%ort r#du#d s%#ndin- in IT o4#r ti*#2 i*%ro4#d
assoiat# %roduti4it$ aross th# or-ani7ation and i*%ro4# d#ision *a!in- throu-h standardi7#d
+usin#ss %ro#ss#s and r#a" ti*# a#ss to #ntra"i7#d data:
ERP Go"d#n Gat# Initiati4# B#n#,its:
o Enhan# th# usto*#r #3%#ri#n#
o I*%ro4# assoiat# %roduti4it$
o R#du# o%#ratin- #3%#ns#s
o I*%ro4# ;or!in- a%ita" uti"i7ation
o Si*%"i,$ and standardi7# %ro#ss#s ,or La;son Produts assoiat#s and usto*#rs
o Ena+"# %ro,ita+"# -ro;th o, th# +usin#ss:
o R#a"i7# th# ,u"" +#n#,its o, t;o oth#r !#$ strat#-i initiati4#s D N#t;or! O%ti*i7ation and
Sa"#s Trans,or*ation
Th# ERP Go"d#n Gat# OCM o+5#ti4# is to in,or*2 *oti4at#2 and %r#%ar# t#a* *#*+#rs ,or
han-# to r#du# %#o%"#Cor-ani7ation ris!s assoiat#d ;ith +usin#ss trans,or*ation:
People'Organi(ation Ris)s
Th# OCM tra! is ritia" to th# o4#ra"" su#ss o, th# %ro5#t and *iti-at#s th# ,o""o;in- ris!s:
Ris) *+ No clear direction and'or transformation strategy. This nor*a""$ *#ans that th#
4ision ,or han-# is not "#ar"$ und#rstood or shar#d +$ th# #ntir# La;son ProdutsB audi#n#2
and that th#r# is no o*%#""in- +usin#ss as# ,or han-#: This ou"d a"so *#an that *o*#ntu*
,or han-# is not ahi#4#d or *aintain#d du# to %oor "#ad#rshi%:
Ris) ,+ People are unilling to adopt the change. R#sistan# to han-# is o,t#n th# *ain
<hidd#n= aus# ,or %ro-ra* ,ai"ur#s: This nor*a""$ *ani,#sts its#", throu-h "a! o, #n-a-#*#nt
,ro* th# !#$ sta!#ho"d#rs and "a! o, trust +$ th# "ar-#r +usin#ss o**uniti#s 8#:-: <F#B4# s##n
it a"" +#,or#=@ <ItBs n#4#r -oin- to ha%%#n=9:
Con,id#ntia" Pa-# G

Ris) -+ People lac) the competencies to ma)e the change. O,t#n +usin#ss#s "a! th#
int#rna" s!i""s to i*%"#*#nt *a5or han-#: Gi4#n that han-# is toda$ a onstant #"#*#nt o,
+usin#ss "i,#2 hirin- onsu"tants isnBt #nou-h to trans,or* th# or-ani7ation su#ss,u""$@ aAuirin-
th# r#Auir#d s!i""s is n##ssar$ to sustain th# d#sir#d han-#s and ontinua""$ ada%t in th# "on-
t#r*:
Ris) .+ Organi(ational barriers to change. Chan-#s to %arts o, th# +usin#ss ar# o,t#n not
r#,"#t#d in han-#s to th# 5o+ ro"#s2 or-ani7ation and -o4#rnan# strutur#s2 ;hih r#*ain
una"i-n#d to th# n#; 4ision and strat#-$:
Ris) /+ Lason Products human resources support strategy does not support the
change. P#r,or*an# *ana-#*#nt and r#;ard s$st#*s ar# o,t#n ina%%ro%riat# to sustain th#
d#sir#d %#r,or*an# u"tur# and +#ha4iors2 so th# han-# is not ,u""$ i*%"#*#nt#d and has no
"on-/t#r* sustaina+i"it$:
Ris) 0+ Organi(ation1s Capacity for Change+ Challenge is // years of the ay Lason has
done business. ?ai"ur# to i*%"#*#nt stron- +usin#ss s%onsorshi% and a +usin#ss han-#
n#t;or! a"on- ;ith a strutur#d Or-ani7ationa" Chan-# Mana-#*#nt *#thodo"o-$ and too"s:
2uiding Principles
Th#r# ar# thr## %ri*ar$ -uidin- %rini%"#s o, OCM that th# ERP Go"d#n Gat# OCM t#a* ;i"" us#
to -uid# th# ;or! to +# o*%"#t#d: Th#$ ar#:
Change 3anagement is a process4 not a function.
Co**uniation2 or-ani7ation a"i-n*#nt2 ro"# d#si-n and id#nti,iation o, i*%ats ar# #*+#dd#d
;ithin th# %ro#ss o, han-# and ar# thin-s that a"" t#a* *#*+#rs ar# in4o"4#d in as a natura"
as%#t o, th#ir ;or!: Th# Or-ani7ationa" Chan-# Mana-#*#nt tra! o, th# ERP Go"d#n Gat#
Initiati4# ;i"" h#"% oordinat# and orh#strat# th#s# ar#as and ,ai"itat# th# id#nti,iation and
*iti-ation o, issu#s throu-hout th# %ro5#t "i,#$"#:
5he business must on the solution.
<O;n#rshi%= in"ud#s +oth o;n#rshi% o, th# %ro5#tBs so"ution and o;n#rshi% o, its su#ss,u"
i*%"#*#ntation ,ro* a Sit# CD#%art*#nt R#adin#ss %#rs%#ti4#: Th# OCM t#a* ;i"" *ana-#
th#ir #,,orts so th#$ ar# s##n +$ th# +usin#ss as a s#r4i# %ro4id#r and +usin#ss #na+"#r 8%artn#r
;ith th#* and %ro4id# too"s2 t#*%"at#s2 and onsu"tin- +ut not <do it ,or th#*= or <do it to th#*:=9
#uccess is based on Outcomes . . . not simply 6Deliverables.7
To +# su#ss,u"2 th# OCM t#a* ;i"" ,ous #,,orts on h#"%in- th# +usin#ss id#nti,$ issu#s2
und#rstand i*%ats2 and %ro4id# a%%roah#s to addr#ss issu#s +#,or# th#$ +#o*#
un*ana-#a+"#: So*#ti*#s an a%%roah ;onBt ;or!2 so th# t#a* ;i"" n##d to su--#st a di,,#r#nt
a%%roah : : : ;ith th# on"$ a#%ta+"# outo*# +#in- a su#ss,u" i*%"#*#ntation:
Con,id#ntia" Pa-# H

#cope
Th# ERP Go"d#n Gat# OCM so%# in"ud#s th# ,o""o;in- !#$ onstitu#nts: ERP Go"d#n Gat#
%ro5#t t#a*2 #3t#nd#d %ro5#t t#a*2 th# indi4idua" d#%art*#nts a,,#t#d2 th# #ntir# La;son
Produts #nt#r%ris#2 usto*#r and 4#ndors: ?or #ah OCM o*%on#nt2 th# t#a* ;i"" tai"or th#
;or! to addr#ss th# s%#i,i n##ds o, #ah o, th#s# onstitu#nts:
Th# OCM so%# o, ;or! ,or th# ERP Go"d#n Gat# Initiati4# is to d#4#"o% strat#-i#s and
,ra*#;or!s to #3#ut# on #ah OCM o*%on#nt: As th# OCM strat#-$2 *#thodo"o-$ and
,ra*#;or! ar# d#si-n#d to su%%ort th# ERP Go"d#n Gat# Initiati4#2 th#$ a"so r#at# an int#rna"
han-# a%a+i"it$ ,or La;son Produts: As %art o, th# %ro5#t2 th# OCM t#a* ;i"" tai"or th#
,ra*#;or!s to *##t th# s%#i,i n##ds o, th# ERP Pro5#t and +ui"d a sustaina+"# *od#" that ;i""
ontinu# to su%%ort th# on/-oin- han-# initiati4#s that La;son Produts i*%"#*#nts:
Con,id#ntia" Pa-# 0

Approach
Critical #uccess 8actors
Th# ,ators +$ ;hih ;# ;i"" *#asur# our su#ss ar# d#sri+#d +#"o;:
#hared vision and strategy. It is i*%ortant to #nsur# that #4#r$on# in4o"4#d in th#
han-# #,,ort is *o4in- in th# sa*# dir#tion D a "#ar"$ artiu"at#d a-#nda ,or han-# n##ds
to #3ist aross th# ;ho"# o, th# or-ani7ation: Th# 4ision ,or th# or-ani7ation n##ds to +#
o**uniat#d "#ar"$: This shou"d ,ous +oth on th# +#n#,its ,or th# #ntir# or-ani7ation and
th# FII?M 8FhatBs In It ?or M#9 ,or #*%"o$##s a,,#t#d +$ th# han-#:
Leaders engaged and aligned. L#ad#rs at a"" "#4#"s ;ithin th# or-ani7ation n##d to +#
o**itt#d to and 4isi+"$ su%%ort th# 4ision and han-# %ro#ss throu-h +oth ;ords and
ation: L#ad#rs *ust +# s##n to <;a"! th# ta"!:= L#ad#rs shou"d +# a"i-n#d around th#
han-# a-#nda as ;#"" as #nsurin- a onsist#nt *#ssa-# and d#*onstrat#d o**it*#nt: It
is a"so i*%ortant ,or th# "#ad#rshi% t#a* to ha4# a "#ar und#rstandin- o, th#ir
aounta+i"iti#s and r#s%onsi+i"iti#s ,or th# i*%"#*#ntation o, th# han-# %ro-ra*2 and ,or
th# ri-ht %#o%"# to +# ati4#"$ in4o"4#d2 in,or*#d and onsu"t#d in th# d#4#"o%*#nt o, th#
so"utions:
#ta)eholders prepared and mobili(ed. Th# han-# %ro#ss ;i"" in4o"4# th# r#"#4ant
sta!#ho"d#rs at th# ri-ht ti*# to #nsur# o**it*#nt and on4#r-#n# to;ards th# r#Auir#d
so"ution: Cr#atin- th# +urnin- %"at,or* ,or han-# aross a"" th# !#$ sta!#ho"d#r -rou%s is
#ntra" to su#ss: A sta!#ho"d#r ass#ss*#nt ;i"" +# uti"i7#d to id#nti,$ sta!#ho"d#rs2 *onitor
th# <%ro-r#ss= to;ards a %ositi4# %#r#%tion and d#4#"o% strat#-i#s to *ana-# an$ issu#s or
ris!s: Co**uniation %"ans ;i"" a"so tar-#t s%#i,i sta!#ho"d#r -rou%s and ;i"" in"ud#
*#ssa-#s to su%%ort th# o4#ra"" %ro5#t: In/%#rson sta!#ho"d#r *##tin-s "#d +$ t#a*
*#*+#rs and *ana-#*#nt ;i"" +# uti"i7#d as #3%#ri#n# on,ir*s that ,a#/to/,a#
o**uniation ,ro* a %#rson !no;n to an indi4idua" is th# *ost #,,#ti4# ;a$ o, -#n#ratin-
und#rstandin- in a hi-h/han-# #n4iron*#nt:
9igh:performing pro$ect team. Th# OCM o+5#ti4# o, ;or!in- as a 5oint t#a* #nsur#s
that th#r# is a <trans,#r o, !no;"#d-#= ,ro* Ca%-#*ini to La;son Produts ERP Go"d#n Gat#
Pro5#t T#a*2 r#su"tin- in on-oin- a%a+i"it$ in th# or-ani7ation ,or sustainin- han-# and
*ana-in- ,utur# han-#s: Th# t#hno"o-$2 %#o%"# and %ro#ss ati4iti#s ar# int#-rat#d
aross th# ERP Go"d#n Gat# Initiati4#2 and th# OCM t#a* us#s a %ro-ra* *ana-#*#nt
in,rastrutur# to %rioriti7# ati4iti#s and r#sour#s throu-hout: A"" *i"#ston#s ar# int#-rat#d
;ithin th# %ro5#t and a"i-n#d ;ith an$ oth#r initiati4#s ta!in- %"a# ;ithin La;son Produts:
Th# OCM t#a* ;i"" in4o"4# th# #ntir# ERP Go"d#n Gat# t#a* in d#"i4#rin- han-# as it is not
th# ro"# o, th# OCM t#a* a"on#: F# ;i"" ;or! a"on-sid# th# #nt#r%ris# to #nsur# th#r# is
o;n#rshi% o, th# so"utions:
;pgraded s)ills and competencies. At th# h#art o, th# han-# *#thodo"o-$ ;# ha4#
ado%t#d is th# sustaina+i"it$ o, han-# ;ithin th# or-ani7ation: Th# OCM t#a* an ;or! to
h#"% ,i"" -a%s ;ithin th# La;son ProdutsB a%a+i"it$ ,ro* th# outs#t: Sustaina+"# han-# and
+#n#,its d#"i4#r$ shou"d o*+in# s!i""s2 +#ha4iora" and %ro#ss trainin- so that ;# do not
att#*%t to ,or# n#; strutur#s into o"d %ro#ss#s:
Organi(ation design. A !#$ %art o, th# ERP Go"d#n Gat# Initiati4# is r#4i#;in- ho;
r#sour#s and a%a+i"iti#s shou"d +# d#%"o$#d ;ithin th# *ost a%%ro%riat# or-ani7ation
Con,id#ntia" Pa-# ('

strutur#: It is 4#r$ i*%ortant that an$ n#; strutur# is ,u""$ a"i-n#d to %ro#ss#s that su%%ort
not on"$ th# ,utur# 4ision +ut a"so su%%ort th# r#Auir#*#nt o, -r#at#r int#-ration aross
La;son Produts: Th# OCM t#a* ;i"" h#"% to id#nti,$ suh %ro#ss#s in th# +ui"din- and r#/
d#si-nin- o, th# n#; 5o+ ro"#s and an$ or-ani7ation d#si-n han-#s2 "#adin- to ,ast#r and
*or# su#ss,u" i*%"#*#ntation:
6People processes7 updated. A si-ni,iant o+sta"# to sustaina+"# and su#ss,u"
i*%"#*#ntation o, th# han-# 4ision is th# "a! o, a"i-n*#nt in th# r#;ard and r#o-nition
s$st#*s and th# und#r"$in- %#r,or*an# *ana-#*#nt ,ra*#;or! that su%%orts th#*:
A"i-nin- th#s# s$st#*s to r#,"#t th# d#sir#d s#t o, 4a"u#s and +#ha4iors in th# n#;
or-ani7ation is #ss#ntia" to su#ss,u" and "on-/"astin- han-#:
Culture and behavior gaps addressed. Cu"tur# han-# *ust +# addr#ss#d as an
int#-ra" %art o, a han-# *ana-#*#nt %ro-ra*: Th# o+5#ti4# is to a"i-n u"tur# and
+#ha4iors to d#"i4#r th# 4ision: Cu"tur# *#ans di,,#r#nt thin-s to di,,#r#nt %#o%"#2 +ut is *ost
si*%"$ ITh# ;a$ ;# do thin-s around h#r#:B Th#r# ar# ,our !#$ "#4#rs that dri4# or%orat#
u"tur#:
o S$*+o"s: It#*s ;hih tri--#r a s#ns# o, +#"on-in- or %ur%os#2 and ;hih an +#
us#d to i*%"$ und#r"$in- or-ani7ation %rini%"#s
o B#ha4ior: Th# ;a$ in ;hih #*%"o$##s ar# tr#at#d and tr#at oth#rs2 and th#ir
attitud# to th#ir ro"#s and to th# ;id#r or-ani7ation
o R#;ard and *#asur#*#nt: Th# +#n#,its r##i4#d ,or %#r,or*in- as n##d#d
in"udin- +oth tan-i+"# and intan-i+"# and ho; th#$ ar# a""oat#d
o Busin#ss ont#3t: Ho; an #*%"o$##Bs ro"# r#"at#s to a ;id#r %#rs%#ti4# ;ithin
th# or-ani7ation
B$ %ro/ati4#"$ *ana-in- th#s# ritia" su#ss ,ators o, i*%"#*#ntation2 ,ai"ur# is -r#at"$
r#du#d:
Th# OCM T#a* is o**itt#d to a+id# +$ th# *ana-#*#nt o, th#s# Critia" Su#ss ?ators
throu-hout a"" %has#s o, th# %ro5#t:
Pro$ect <nterdependencies
Th# ERP Go"d#n Gat# Initiati4#Bs -o4#rnan# and *##tin- strutur# ;i"" +# us#d to *ana-# th#
%ro5#t road*a%:
Road*a% *ana-#*#nt to%is in"ud# #3istin- or %"ann#d #nt#r%ris# strat#-i#s that ha4# %ro5#t
int#rd#%#nd#ni#s: In"udin-:
o Collision 3anagement: Pro5#ts urr#nt"$ und#r;a$ that ou"d i*%at our ro""out
strat#-$ or r#Auir# n#; ,untiona"it$:
o Legacy Application <ssues: An$ "#-a$ t#hno"o-$ that ;i"" not su%%ort int#ri*
ti*#,ra*# +#,or# SAP #na+"#*#nt
o #AP Portfolio Opportunities: SAP ,utur# t#hno"o-$ %"ans that ou"d i*%at or
+# "#4#ra-#d +$ La;son Produts
o !nterprise Portfolio Opportunities: ?utur# t#hno"o-$ %"ans that ou"d
"#4#ra-# SAP or SAP %artn#r %roduts
Con,id#ntia" Pa-# ((

A"" %ro5#t tra!s2 in"udin- th# OCM tra!2 ;i"" *aintain 4isi+i"it$ to road*a% *ana-#*#nt to%is:
Th#s# int#rd#%#nd#ni#s and strat#-i#s *ust +# *ana-#d ,ro* a %ro5#t *ana-#*#nt and
han-# *ana-#*#nt %#rs%#ti4# as th#$ *a$ ha4# si-ni,iant i*%at on th# #nt#r%ris#:
Con,id#ntia" Pa-# (&

=ey Organi(ational Change 3anagement Components
Pr#4ious"$2 this dou*#nt out"in#d th# +road a%%roah to Or-ani7ationa" Chan-# Mana-#*#nt
,or th# ERP Go"d#n Gat# Initiati4#: Th# sh#*ati +#"o; i""ustrat#s th# a%%roah at a hi-h "#4#"2
and s%#i,ia""$ hi-h"i-hts th# o*%on#nt %ortion on th# i*a-#: Th# OCM Co*%on#nts in"ud#d
in th# ERP Go"d#n Gat# Initiati4# OCM Strat#-$ in"ud#:
o L#ad#rshi% A"i-n*#nt
o Co**uniations
o Sta!#ho"d#r Mo+i"i7ation
o Ro"# and Or-ani7ation D#si-n
o Sit# C D#%art*#nt R#adin#ss
o Trainin-
Co*%on#nts ar# "o-ia" -rou%in-s o, ;or! that ar# d#"i4#r#d as an int#-rat#d so"ution a%%roah:
Th# %ur%os# o, +und"in- ;or! in o*%on#nts is to #,,ii#nt"$ or-ani7#2 *ana-#2 and a"i-n th#
;or! and r#sour#s:
Con,id#ntia" Pa-# (6

Leadership Alignment and !ngagement
L#ad#rshi% A"i-n*#nt J En-a-#*#nt +ui"ds ritia" *ass ;ith !#$ "#ad#rs in sharin- a o**on
4ision and strat#-$ ,or th# %ro5#t@ as ;#"" as d#,inin- "#ar"$ artiu"at#d o+5#ti4#s2 +#n#,its and
dir#tion: L#ad#rshi% A"i-n*#nt r#su"ts in a o**on strat#-$ and #*%hasis at th# to% o, th#
or-ani7ation that %ro4id#s su%%ort ,or han-#2 and a "#ar s#ns# o, 4ision and dir#tion: Th# !#$
to an$ su#ss,u" trans,or*ation starts and #nds ;ith L#ad#rshi% that is a"i-n#d and #n-a-#d
o4#r th# "on- hau": A ,ous is n##d#d on d#4#"o%in- a -uidin- oa"ition that #sta+"ish#s "#ar
aounta+i"it$ and r#s%onsi+i"iti#s ,or i*%"#*#ntin- th# han-#2 and s#t strat#-i#s ,or #n"istin-
su%%ort 8#:-: on,ir* that th# ri-ht %#o%"# ar# ati4#"$ in4o"4#d in d#4#"o%in- so"utions and +#in-
in,or*#d o, d#isions and outo*#s at th# ri-ht ti*#9: Additiona" ,ous is r#Auir#d to h#"% !#$
"#ad#rs und#rstand th#ir ro"# in th# %ro5#tBs su#ss as th#$ ha*%ion th# aus# ,or han-#:
Our a%%roah #ntai"s so"iitin- in%ut ,ro* a +road#r -rou% o, +usin#ss "#ad#rs to -au-# th#ir
und#rstandin- o, and o**it*#nt to th# %ro5#tBs 4ision2 o+5#ti4#s and +#n#,its@ as ;#"" as th#ir
indi4idua" ro"# in h#"%in- *a!# th# %ro5#t a su#ss: In addition2 ;# uno4#r antii%at#d han-#
*ana-#*#nt ha""#n-#s and th# "#ad#rBs su--#stions ,or *iti-atin- th#s# ha""#n-#s: Our
a%%roah in"ud#s a 6' *inut# to E' *inut# ,ous#d int#r4i#; usin- a strutur#d Au#stionnair#
that -uid#s th# on#/on/on# int#r4i#;s: Th# int#r4i#;##sB o**#nts ;i"" +# o*%i"#d and
su**ari7#d in an E3#uti4# A"i-n*#nt R#%ort and P"an ,or r#4i#; +$ th# Pro5#t Mana-#r and
th# Pro5#t S%onsor: Th# %"an d#sri+#s th# ati4iti#s2 ti*#"in#s2 ro"#s and r#s%onsi+i"iti#s
r#Auir#d to "os# an$ -a%s in "#ad#rsB und#rstandin- or o**it*#nt:
Communication
Co**uniatin- i*%ats o, han-# and +#n#,its to th# +usin#ss and t#a* *#*+#rs +oth
,ai"itat#s han-# and #noura-#s sta!#ho"d#r o**it*#nt: Co**uniation %ro4id#s a o**on
und#rstandin- o, th# n##d and +usin#ss dri4#rs ,or th# %ro5#t: ?urth#r*or#2 o**uniation
,ai"itat#s a#%tan# o, th# i*%ats assoiat#d ;ith th# so"utions:
Th# ,o""o;in- ritia" su#ss ,ators ;i"" -uid# o**uniation ati4iti#s:
D#"i4#r *#ssa-#s on a timely +asis +$ trust#d indi4idua"s 8#:-:2 *ana-#rs2 not 5ust
#3#uti4#s9@
D#"i4#r consistent *#ssa-#s aross th# or-ani7ation@
Leverage #3istin- hann#"s ,or o**uniation ;h#n %ossi+"#@
Diversify th# d#"i4#r$ o, o**uniation throu-h a 4ari#t$ or hann#"s and 4#hi"#s to
*##t th# n##ds o, di4#rs# sta!#ho"d#rs 8#:-: #*ai"s2 intran#t2 +rohur#s2 n#;s"#tt#rs2
to;n ha""s9@
R#%#at and reinforce *#ssa-#s o4#r ti*# to d#*onstrat# that th# initiati4# is <sta$in-
th# ours#=@
Focus on %ro5#t su#ss#s and %ro-r#ss to ,it ;ith th# r#su"ts/dri4#n u"tur#@
E*%hasi7# that th# Leadership -rou% shou"d und#rstand and us# t#hniAu#s that
r#in,or#s *#ssa-#s@
Co""#t feedback o%%ortuniti#s to ass#ss o**uniation #,,#ti4#n#ss 8#:-: %ro5#t #*ai"
aount2 han-# a-#nt ,##d+a!2 #t9@
Con,id#ntia" Pa-# (.

Implement an int#rna" %ro5#t o**uniation %ro#ss to ti-ht"$ oordinat# %ro5#t
o**uniation@
Manage %roati4#"$ th# han-in- o**uniation n##ds o, sta!#ho"d#rs o4#r ti*#
8di,,#r#nt %ro5#t %has#s and i*%"#*#ntations9:
A"" OCM o*%on#nts2 in"udin- o**uniation2 ar# -round#d to th# IChan-# Cur4#B2 ;hih
id#nti,i#s th# %ro-r#ssion o, *i"#ston#s that or-ani7ations #3%#ri#n# throu-hout a trans,or*ation
or han-# initiati4#@ it +#-ins ;ith th# initia" ontat and #nds ;ith int#rna"i7ation and
institutiona"i7ation: Th# ,o""o;in- dia-ra* d#%its th# han-# ur4# ;ith o**uniation
attri+ut#s2 -#n#ra" *#ssa-in-2 and orr#s%ondin- ti*#"in#:
5hemes
5hemes
3essages
3essages
<nformation
<nformation
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Contact
Positive
Perception
;nderstanding
Adoption
!"perimentation
2o Live
<nternali(ation
and
<nstitutionali(ation
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K2o:live
K#upport
K8inal
KPreparation
KReali(ation
K&usiness
K&lueprint
KPro$ect
KPreparation
A d#tai"#d Co**uniation P"an is r#at#d that tar-#ts s%#i,i audi#n#s or s#-*#nts o,
#*%"o$##s and oth#r sta!#ho"d#rs 8#:-: su%%"i#rs2 4#ndors9: Th# Co**uniation P"an ;i"" +#
#4#r-r##n2 in that2 as ;# id#nti,$ su%%"#*#nta" o**uniation n##ds th# %"an ;i"" +# u%dat#d
and r#,in#d to +#st *##t th# tar-#t audi#n#Bs n##ds:
Th# Co**uniation P"an in"ud#s th# ,o""o;in- s#tions ,or #ah o**uniation o+5#ti4#:
o Ati4it$ or #4#nt
o M#ssa-# to +# d#"i4#r#d
o Dat# o, d#"i4#r$
o D#"i4#r$ V#hi"# C M#dia C Chann#"
o M#ss#n-#r
o >#$ sta!#ho"d#r -rou%
o O;n#r o, th# o**uniation
o Status
Con,id#ntia" Pa-# (1

Th# Co**uniation P"an r#o-ni7#s that th#r# is a hi#rarh$ o, in,or*ation n##d#d to su%%ort
th# %ro5#t: Th# !#$ to *a3i*i7in- th# 4a"u# o, th#*#s and *#ssa-#s D to r#atin- and
sustainin- r#di+i"it$ ,or th# %ro5#t D is onsist#n$ and r#%#tition: Ent#r%ris#2 o%#ration and
indi4idua" in,or*ation *ust not ontradit #ah oth#r2 *ust +# ontinuous"$ r#%#at#d and
r#in,or#d: Th# in,or*ation *ust +# tai"or#d2 +ut th# or# on#%ts2 int#nt and i*%"iations *ust
a";a$s +# th# sa*#:
!nterprise:level 5hemes
o ?oundationa" th#*#s dir#t#d to a"" La;son
ProdutsB t#a* *#*+#rs ;ho ar# sta!#ho"d#rs ,or
th# %ro5#t
o Strat#-i or or-ani7ationa" in natur#
o R#"at#d to th# o4#ra"" %ro5#t #,,ort: 4ision2 +usin#ss
as#2 ,utur# stat# +#n#,its
Operational:level 3essages
o Su%%orti4# *#ssa-#s dir#t#d to assoiat#s +$
+usin#ss unit2 "oation2 %ro#ss or ,untion
o ?untiona" in natur#2 su%%ortin- th# th#*#s2 ;hi"#
addr#ssin- *or# s%#i,i han-#s and i*%ats
o R#"at#d to th# o4#ra"" i*%at o, th# %ro5#t on th# +usin#ss
unit or "oation o%#rations
<ndividual:level <nformation
o S%#i,i2 d#tai"#d in,or*ation dir#t#d at indi4idua" assoiat#s or
s*a"" -rou%s
o Tatia" or transitiona" in natur#
o R#"at#d to th# i*%at and i*%"iations o, th# %ro5#t or indi4idua"
!nterprise
Level
Operation
Level
<ndividual
Level
#tart:;p &lueprint Reali(ation <mplementation
Production
#upport
As th# %ro5#t *o4#s to i*%"#*#ntation o, th# so"ution2 th#r# ;i"" +# a -r#at#r ,ous on indi4idua"/
"#4#" in,or*ation: Ent#r%ris#/"#4#" th#*#s ;i"" ontinu# to +# r#in,or#d2 +ut ;ith "#ss r#"ati4#
#*%hasis:
Critia" su#ss ,ators ;i"" r#*ain hi-h %rioriti#s in ra,tin- indi4idua" %i##s o, o**uniation:
Th# o**uniation a%%roah ;i"" a"so stron-"$ onsid#r th# indi4idua" %ath to;ards
int#rna"i7ation and industria"i7ation o, %ro5#t and han-# *#ssa-in- as r#,"#t#d in th# Chan-#
Cur4# and o**uniation ;i"" +# ra,t#d as suh:
Con,id#ntia" Pa-# (E
Enterprise-level themes are strate$ic or
or$ani0ational in nature #irecte# to most or
all &roject sta5e*ol#ers. 8*ese messa$es
are mana$e# t*rou$* t*e &roject?s C*an$e
1ana$ement team.
Operation-level messages are
strate$ic an# tactical in nature an# are
#irecte# to em&loyees by business
unction@ &rocess@ or location. 8*ese
messa$es are coor#inate# wit*
&roject?s C*an$e 1ana$ement team
an# execute# t*rou$* t*e %roject
3ea#ers*i& an# t*e c*an$e owners an#
Individual-level information is tactical
or transitional in nature an# #irecte# to
in#ivi#uals or small $rou&s. 8*ese
messa$es are coor#inate# wit* c*an$e
networ5 activities an# are execute# at
t*e local level t*rou$* c*an$e owners
an# lea#ers.

#ta)eholder 3obili(ation
Mo+i"i7ation is a !#$ to th# su#ss o, th# %ro5#t2 as it is instru*#nta" to han-# u"tura" *ind/
s#ts2 r#at# +u$/in2 and in,"u#n# +#ha4iors n##ssar$ ,or th# su#ss o, th# %ro5#t:
Sta!#ho"d#r Mo+i"i7ation #n-a-#s *ana-#*#nt in a,,#tin- han-# that u"ti*at#"$ th#$2 th#ir
o""#a-u#s and #*%"o$##s ;i"" #3%#ri#n#: Additiona""$2 it in4o"4#s and in,or*s sta!#ho"d#rs so
th#$ ,##" %art o, th# %ro#ss o, han-#2 rath#r than ha4in- han-# don# to th#*2 and u"ti*at#"$2
+ui"ds ritia" *ass and *o*#ntu* n##ssar$ to a#"#rat# han-# ado%tion:
Th# Co**it*#nt Continuu* 8r#,#r to Co**it*#nt Continuu* +#"o;9 is a -uid# and +aro*#t#r
r#"ati4# to *o+i"i7in- #nd us#rs and %ratition#rs a"on- th# ur4# to u"ti*at#"$ ado%t th# n#;
s$st#* and +usin#ss %ro#ss#s at -o/"i4#: As trans,or*ation ours o4#r ti*#2 rath#r than o4#r/
ni-ht2 sta!#ho"d#rs ;i"" ontinu# to as#nd th# ur4# "on- %ast -o/"i4# and #4#ntua""$ r#ah th#
sta-#s o, institutiona"i7ation and int#rna"i7ation: This is th# %oint at ;hih sta!#ho"d#rs 4i#; ;hat
;as on# r#,#rr#d to as <han-#= as no; 5ust th# nor*a" ;a$ o, doin- +usin#ss:

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Commitment Continuum Int#rna"i7ation
Int#rna"i7ation
( / (& *onths a,t#r -o/"i4#
Institutiona"i7ation
Institutiona"i7ation
Project Prep Blueprint Realization Final Prep Support
Go-Live
Contact
Preliminary information has been
disseminated
Contact
Preliminary information has been
disseminated
Aareness
=noledge of the change has occurred
Aareness
=noledge of the change has occurred
Positive Perception
Perceived benefits of the change are
understood
Positive Perception
Perceived benefits of the change are
understood
;nderstanding
Relationship beteen oneself and the
change has been dran
;nderstanding
Relationship beteen oneself and the
change has been dran
Adoption
Onership for the change has
been transferred to the
business
Adoption
Onership for the change has
been transferred to the
business
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Commitment Continuum Int#rna"i7ation
Int#rna"i7ation
( / (& *onths a,t#r -o/"i4#
Institutiona"i7ation
Institutiona"i7ation
Project Prep Blueprint Realization Final Prep Support Project Prep Blueprint Realization Final Prep Support Project Prep Blueprint Realization Final Prep Support
Go-Live
Contact
Preliminary information has been
disseminated
Contact
Preliminary information has been
disseminated
Aareness
=noledge of the change has occurred
Aareness
=noledge of the change has occurred
Positive Perception
Perceived benefits of the change are
understood
Positive Perception
Perceived benefits of the change are
understood
;nderstanding
Relationship beteen oneself and the
change has been dran
;nderstanding
Relationship beteen oneself and the
change has been dran
Adoption
Onership for the change has
been transferred to the
business
Adoption
Onership for the change has
been transferred to the
business
Contact
Preliminary information has been
disseminated
Contact
Preliminary information has been
disseminated
Aareness
=noledge of the change has occurred
Aareness
=noledge of the change has occurred
Positive Perception
Perceived benefits of the change are
understood
Positive Perception
Perceived benefits of the change are
understood
;nderstanding
Relationship beteen oneself and the
change has been dran
;nderstanding
Relationship beteen oneself and the
change has been dran
Adoption
Onership for the change has
been transferred to the
business
Adoption
Onership for the change has
been transferred to the
business
A %ro5#t o, this *a-nitud# r#Auir#s a nu*+#r o, %#o%"# to +# in4o"4#d in ord#r to a#"#rat#
*o+i"i7ation: An Int#-rat#d Chan-# N#t;or! 8ICN9 ;i"" +# ass#*+"#d ;ith %art/ti*# r#sour#s
#*+#dd#d ;ithin th# +usin#ss aross ,untiona" C or-ani7ationa" "in#s and 4#rtia""$ to in"ud#
#3#uti4# "#4#" *ana-#*#nt to s#r4# in th# ro"# o, Chan-# O;n#r2 !#$ ,irst/"in# or *idd"#/
*ana-#*#nt to s#r4# in th# ro"# o, Chan-# L#ad#r2 and !#$ "#ads or s#niors to s#r4# in th# ro"#
o, Su%#r )s#rs:
R#,#r +#"o; to th# Int#-rat#d Chan-# N#t;or! 8ICN9 on#%tua" *od#" that i""ustrat#s th#
int#-ration o, th# ICN2 OCM Pro5#t T#a*2 and Pro5#t Go4#rnin- +odi#s:
Con,id#ntia" Pa-# (G


R#,#r to th# ta+"# +#"o; hi-h"i-htin- th# ro"#s and r#s%onsi+i"iti#s o, th# Int#-rat#d Chan-#
N#t;or! 8ICN9:
Con,id#ntia" Pa-# (H

Th# ICN N#t;or! ;i"" +# on/+oard#d and ori#nt#d as to th#ir ro"#s2
r#s%onsi+i"iti#s2 ;or!%"an ati4iti#s and ti*#"in#s: Su+s#Au#nt"$2 th# OCM t#a*
;i"" %ro4id# th# n##ssar$ too"s and r#sour#s to su%%ort th# Chan-# L#ad#rs in
th# #3#ution o, han-# ado%tion and o;n#rshi% ati4iti#s: R#-u"ar"$ sh#du"#d
*##tin-s2 on,#r#n# a""s2 ;#+asts2 #t: ;i"" +# uti"i7#d as a *#ans to %ush
and %u"" han-#/s%#i,i o**uniations:
In ;or!in- "os#"$ ;ith th# Int#-rat#d Chan-# N#t;or!2 th# OCM t#a* id#nti,i#s
and dou*#nts th# 4arious sta!#ho"d#r -rou%s i*%at#d +$ th# SAP
i*%"#*#ntation and onduts a sta!#ho"d#r ana"$sis: Th# Sta!#ho"d#r Ana"$sis
s#-*#nts th# sta!#ho"d#r -rou%s r#"ati4# to th#ir ro"# or in,"u#n# in th# han-# initiati4#:
Th# OCM a%%roah a"so in"ud#s an ass#ss*#nt o, th# r#adin#ss ,or han-#: F# %ro%os# a
*ini*u* o, t;o ass#ss*#nts: Th# ,irst Chan-# R#adin#ss Ass#ss*#nt is ondut#d #ar"$ on in
th# %ro5#t to #sta+"ish a +as#"in#L;h#r# sta!#ho"d#rs ar# toda$ r#"ati4# to und#rstandin- th#
han-#: Th# r#su"ts o, this ass#ss*#nt ar# a !#$ in%ut to %"annin- o**uniations2 #duation2
and OCM ati4iti#s: A s#ond Chan-# R#adin#ss Ass#ss*#nt ;i"" +# ondut#d %rior to -o/"i4#
to *#asur# ;h#r# sta!#ho"d#rs ar# r#"ati4# to th# +as#"in# and ;h#r# th#$ n##d to +# at -o/"i4#:
Th# r#su"ts o, this s#ond ass#ss*#nt h#"% to d#t#r*in# i, additiona" o**uniations2 #duation2
and OCM tatis ar# r#Auir#d to *##t s%#i,i sta!#ho"d#r n##ds:
Chan-# R#adin#ss Ass#ss*#nts ;i"" +# ,ai"itat#d at La;son +$ *#ans o, a sur4#$ too" 8i:#:
sur4#$ *on!#$9:
Th# OCM a%%roah a"so #ntai"s ro""in- out <to;nha""s=2 "ar-# -rou% o**uniation #4#nts ,or th#
%ur%os# o, #duatin- sta!#ho"d#rs on suh to%is as th# %ro5#t dir#tion2 4ision2 and o+5#ti4#s@
;hatBs han-in-2 ;hat is SAP and ;hat ,untiona"it$ ;i"" +# d#"i4#r#d2 n#; ro"#s2 #t: Eduatin-
and in,or*in- sta!#ho"d#rs #na+"#s th#* to *o+i"i7# in a %ositi4# dir#tion and ado%t th#
han-#s: Th#s# o**uniation #4#nts ;i"" +# 5oint #,,ort +#t;##n th# %ro5#t "#ad#rshi% and th#
Chan-# O;n#rs and Chan-# L#ad#rs in "#adin- and d#"i4#rin- th# !#$ *#ssa-#s durin- th#
to;nha""s:
Role and Organi(ational Design
Ro"# and Or-ani7ationa" D#si-n 8OD9 ;or! ;i"" ha4# t;o *ain -oa"s: 8(9 to ass#ss th# -a%
+#t;##n urr#nt stat# 5o+s J or-ani7ationa" strutur# to ,utur# stat# as r#Auir#d +$ th# ERP
Go"d#n Gat# Initiati4# so"ution and r#d#si-n a,,#t#d 5o+s and or-ani7ationa" strutur#s as
n##d#d2 *a% o"d to n#; and 8&9 to ;or! ;ith and r#o**#nd han-#s to Hu*an R#sour#s ;#""
in ad4an# o, i*%"#*#ntation to a""o; ti*# ,or assurin- th# ri-ht #3%#tations2 *#tris and
in#nti4#s ar# in %"a# ,or a su#ss,u" -o/"i4#: This is a"so i*%ortant to addr#ss )nion
i*%"iations u%/,ront:
In addition2 on# han-#s ha4# +##n id#nti,i#d2 th# OCM T#a* ;i"" ,ai"itat# a"i-n*#nt +#t;##n
th# Pro5#t T#a* and Hu*an R#sour#s ;ith n#; %ro#ss#s2 ro"# and strutura" r#Auir#*#nts:
)sin- out%uts ,ro* th# ana"$sis2 ,ai"itation *a$ +# ondut#d to ass#ss and d#4#"o% %ossi+"#
han-#s to:
o P#r,or*an# *ana-#*#nt *#tris
o Mo+ d#sri%tions
o Ta"#nt d#4#"o%*#nt
o For!,or# *ana-#*#nt
o Mo+ -radin-
Con,id#ntia" Pa-# (0
)n en$a$e# an#
em&owere#
Change et!or"
5ee&s its in$ers on
t*e &ulse an#
accelerates c*an$e
a#o&tion an#
miti$ates &eo&le
ris5s

o T#a*in- and or-ani7ation strutur#
Or-ani7ationa" han-# *ana-#*#nt is *ost #,,#ti4# ;h#n th# or-ani7ation r#/struturin- is
d#si-n#d to su%%ort +usin#ss %ro#ss han-#s: A o**on %ro+"#* ;h#n r#struturin- is a
t#nd#n$ o, indi4idua"s to ,ous a"*ost #ntir#"$ on th# n#; %ositions and or-ani7ationa" harts2
not on n#; %ro#ss#s:
Th# ERP Go"d#n Gat# Initiati4# ;i"" ta!# th# a%%roah o, d#si-nin- ro"#s to su%%ort th# %ro5#t
d#si-n2 and th#s# ro"#s ;i"" +# inor%orat#d into 5o+s: Th# OCM t#a* ;i"" ;or! ;ith i*%at#d
d#%art*#nts to *odi,$ an$ or-ani7ationa" strutur#s 8i, r#Auir#d9 and d#,in# indi4idua" 5o+s and
%ositions that ar# a"i-n#d to %ro#ss 4#rsus ,untion:
In ord#r to #nsur# that La;son ProdutsB or-ani7ation strutur# is a%%ro%riat#"$ a"i-n#d ;ith th#
%"ann#d %ro#ss 8and t#hno"o-$9 han-#s2 +oth Or-ani7ationa" and Tatia" "#4#"s ;i"" +#
onsid#r#d durin- th# or-ani7ationa" d#si-n
Description Design Approach <ssues and Concerns
Organi(ational Basi sha%# o, th#
or-ani7ationBs
o%#rations and
%ro#ss#s
To% do;n and +otto*
u%
Int#rna""$ ,ous#d:
E,,#ti4#2 #,,ii#nt
or-ani7ationa" o%#rations
5actical Pro#ss s%#i,i
;or!,"o; -rou%in-s
and su%%ort sta,,
Botto* u% T#a*C-rou% ,ous#d:
T#a* #,,#ti4#n#ss and
#,,ii#n$2 s%ans and
"a$#rs2 sta,,in-
Organi(ational Level+
D#si-n at this "#4#" ;i"" ,ous on th# d#si-n o, th# or-ani7ationa" units and d#%art*#nts ;hih ar#
n##d#d to su%%ort th# n#; %ro#ss#s: Th# ;or! o*%"#t#d at th# or-ani7ationa" "#4#" ;i""
d#%#nd on th# a*ount o, +usin#ss trans,or*ation ,ro* th# urr#nt stat# %ro#ss#s to th# n#;
%ro#ss#s: Th# OCM t#a* ;i"" ;or! ;ith th# ?untiona" T#a* durin- B"u#%rint to d#t#r*in# th#
*a-nitud# o, this han-#: T$%ia""$ th#r# is *ini*a" han-# as a r#su"t o, an SAP
i*%"#*#ntation:
5actical Level+
Th# tatia" "#4#" d#,in#s ;or! -rou%s2 t#a*s2 and indi4idua" 5o+s and ho; th#$ ar# "in!#d and
oordinat#d: D#ision/*a!in- strutur# and %#r,or*an# *#asur#*#nt rit#ria ar# a"so
onsid#rations at this "#4#": A si-ni,iant a*ount o, ;or! ;i"" +# r#Auir#d to a"i-n th# urr#nt
or-ani7ationa" strutur# at a tatia" "#4#" ;ith SAP/d#,in#d s#urit$ %ro,i"#s *a%%#d to ro"#s and
r#s%onsi+i"iti#s: ERP Go"d#n Gat# Initiati4#Bs ,ous ;i"" +# on a strutur# ;hih ;i"" +# su,,ii#nt to
a""o; th# %ro#ss and s$st#* han-#s r#Auir#d: For! on ro"#s and r#s%onsi+i"iti#s *a$ n##d to
ontinu# to onso"idat# th# %ro#ss han-#s a"r#ad$ *ad# and th#n to ta!# into aount
%ot#ntia" han-#s:
It is #3%#t#d that ro"# d#si-n ;i"" onstitut# th# *a5orit$ o, or-ani7ationa" han-#s r#Auir#d +$
th# %ro5#t: Ro"# d#si-n s$nth#si7#s th# #n4iron*#nt in ;hih %#o%"# ;or! 8or-ani7ation
strutur#92 th# n#; tas!sCati4iti#s th#$ ;i"" #3#ut# 8%ro#ss and t#hno"o-$9 and th#
#3%#tations ,or %#r,or*an# 8*#tris9: It is durin- th# +"u#%rintin- d#si-n ;or!sho%s that a"" o,
th#s# #"#*#nts ar# +rou-ht to-#th#r: Ro"# d#si-n 8and "at#r 5o+ d#si-n9 is *ana-#d and
oordinat#d +$ han-# r#sour#s2 +ut it is #3#ut#d in on5untion ;ith th# %ro5#tBs ,untiona"
t#a*s and oth#r OCM *#*+#rs 8#:-: Hu*an R#sour#s and ICN *#*+#rs9:
Con,id#ntia" Pa-# &'

Mo+ d#si-n is o*%"#t#d a,t#r %ro#ss d#si-ns ar# o*%"#t#d and ro"#s ar# d#si-n#d: It is
o*%"#t#d on"$ ,or thos# 5o+s that ar# i*%at#d +$ %ro#ss or s$st#* han-#s2 and on"$ ,or
thos# ati4iti#sCr#s%onsi+i"iti#s that ar# r#Auir#d to han-#:
N#; %ro#ss#s and s$st#*s han-# th# duration it ta!#s to o*%"#t# tas!s2 as suh 5o+s that ar#
i*%at#d n##d to +# r#+a"an#d in ord#r to h#"% #nsur# that th#$ *a!# u% a ,u""/ti*# #Aui4a"#nt:
N#;"$ #n4ision#d ro"#s *a$ han-# traditiona" 5o+s in ord#r to ahi#4# #,,ii#ni#s or #na+"# n#;
%ro#ss#s and s$st#*s:
Th# OD ;or! %ro4id#s a *#thod ,or su%%ortin- th# or-ani7ationa" #"#*#nts o, han-# n##ssar$
to ahi#4# th# %ro5#t o+5#ti4#s: This ;or! str#a* is d#si-n#d to +# ationa+"# and r#su"ts
ori#nt#d: Ma5or han-#s in or-ani7ationa" strutur# ar# not antii%at#d2 +ut %o"i$ and %ro#ss
han-#s d#,in#d ;i"" "i!#"$ r#Auir# han-#s in ro"#s2 r#s%onsi+i"iti#s2 aounta+i"iti#s and
%#r,or*an# ass#ss*#nt rit#ria ,or *an$ sta!#ho"d#rs: Th#s# han-#s ;i"" +# id#nti,i#d2
d#si-n#d and i*%"#*#nt#d ;ithin th# OD o*%on#nt:
#ite ' Department Readiness
Sit# C D#%art*#nt R#adin#ss %r#%ar# "oa" sit#s C d#%art*#nts and #nd us#rs ,or su#ss,u" us#
o, th# n#; s$st#*: This in"ud#s t#hnia" and #duationa" %r#%aration2 as ;#"" as han-#
r#adin#ss in #ah or-ani7ation and "oation: Sit# C D#%art*#nt R#adin#ss ,ous#s on Chan-#
Mana-#*#nt ati4iti#s that inr#as# th# "i!#"ihood o, a su#ss,u" -o/"i4#: Th# d#sir#d #nd r#su"t
o, Sit# C D#%art*#nt R#adin#ss is to ha4# ,ost#r#d:
A+i"it$ to %#r,or* a"" n##ssar$ transations and *aint#nan# ati4iti#s
Loa" s$st#* and %ro#ss #3%#rtis#
Loa" o;n#rshi% o, th# s$st#* and %ro#ss#s
S#",/su,,ii#n$ o, %#rsonn#" in th# "oa" or-ani7ations ;h#n usin- th# s$st#*
Th# OCM a%%roah #ntai"s ro""in- out a Sit# C D#%art*#nt R#adin#ss Dash+oard to th# Int#-rat#d
Chan-# N#t;or! to a%tur# th# r#"ati4# r#adin#ss assoiat#d ;ith suh ,ators as
o**uniations2 trainin-2 data "#an/u%2 uto4#r and on4#rsion2 ro"# *a%%in-2 #t: R#,#r to th#
#3a*%"# +#"o;: Th# Sit# C D#%art*#nt R#adin#ss Dash+oard ar# shar#d at th# St##rin-
Co**itt## *##tin-s to ahi#4# a ross/,untiona" C or-ani7ationa" 4i#;: Ation %"ans C ris!
*iti-ation %"ans ar# d#4#"o%#d in o""a+oration ;ith th# ICN and OCM t#a*:
Con,id#ntia" Pa-# &(

Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
communication plan
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Hardware &
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Local infrastructure and
set-up of the software
Role Mapping
Identifying and validating
the assignment of
personnel to specific
system security access
and training
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Approvals
"pplies timely #ey
operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Site Readiness !ash"oard # Sample
Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
communication plan
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Hardware &
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Local infrastructure and
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Role Mapping
Identifying and validating
the assignment of
personnel to specific
system security access
and training
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Approvals
"pplies timely #ey
operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
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Hardware &
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Local infrastructure and
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Identifying and validating
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operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Site Readiness !ash"oard # Sample
Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
communication plan
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Hardware &
Software
Local infrastructure and
set-up of the software
Role Mapping
Identifying and validating
the assignment of
personnel to specific
system security access
and training
!
Approvals
"pplies timely #ey
operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Site Readiness !ash"oard # Sample
Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
communication plan
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Hardware &
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Local infrastructure and
set-up of the software
Role Mapping
Identifying and validating
the assignment of
personnel to specific
system security access
and training
!
Approvals
"pplies timely #ey
operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Support Planning
Plans to include site
support during and
immediately after go-
live; as well as longer
term post production
support
Leadership
Alignment
Involvement and
demonstrated
commitment by local
leadership
Cutover &
Conversion
Localized systems and data
that are required for
implementation, including
data clean-up
Communications
Eecution of localized
communication plan
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Hardware &
Software
Local infrastructure and
set-up of the software
Identifying and validating
the assignment of
personnel to specific
system security access
and training
!
Approvals
"pplies timely #ey
operational $ process
business decisions and the
final go $ no-go decision
End User raining
Involvement of the
business in the training
delivery process, including
%I&, plus the attendance
rate for training
Site Readiness !ash"oard # Sample
A d#tai"#d -o/"i4# h#!"ist ;i"" +# r#at#d +$ th# OCM t#a*2 in o""a+oration ;ith oth#r %ro5#t
t#a* and %ro5#t "#ad#rshi% so as to %ro4id# a o*%r#h#nsi4# "ist to th# ICN in %r#%arin- ,or -o/
"i4#:
Th# OCM Sit# C D#%art*#nt R#adin#ss a%%roah a"so #ntai"s d#4#"o%in- a sit# C d#%art*#nt
su%%ort %"an@ that is2 a dou*#nt that d#,in#s th# ati4iti#s2 ti*in-2 in,rastrutur#2 and r#sour#s
r#Auir#d to su%%ort #nd us#rs at and i**#diat#"$ a,t#r -o/"i4#: G#n#ra""$2 #nd us#rs #nount#r
so*# %ro+"#*s at -o/"i4#2 t$%ia""$ ran-in- ,ro* us#r trainin- #rror to s#urit$ authori7ations to
on,i-uration or n#t;or! o*%"iations: Non#th#"#ss2 a sit# C d#%art*#nt su%%ort %"an shou"d
addr#ss ;ho #nd us#rs shou"d ontat2 ho; us#rs shou"d #sa"at# issu#s and ;ho ;i"" %ro4id#
th# %ro%#r su%%ort:
Con,id#ntia" Pa-# &&

5raining #trategy
Durin- th# %ro5#t i*%"#*#ntation2 trainin- *ust %"a$ a ritia" ro"# to trans,#r !no;"#d-#
#,,#ti4#"$ so that th# sta,, an *a!# th# transition to th# n#; ,untiona"it$ and %ro#ss#s: This
s#tion ontains th# und#rstandin- o, th# n##ds2 and ritia" su#ss ,ators2 assu*%tions2 and a
r#o**#nd#d trainin- a%%roah: This in,or*ation is +as#d u%on trainin- +#st %rati#s as ;#""
as a %r#"i*inar$ ass#ss*#nt o, th# trainin- #n4iron*#nt and u"tur#2 5o+ i*%ats2 and %ro5#t#d
trainin- ti*#"in#s: Trainin- urriu"u*s2 and "#ssons "#arn#d ,ro* %r#4ious SAP #n-a-#*#nts
ha4# in,"u#n#d this %"an: This dou*#nt *ust +# 4i#;#d as ;or! in %ro#ss and ;i"" +# u%dat#d
as *or# in,or*ation is a4ai"a+"# and ti*#"in#s ar# u%dat#d:
5raining Overvie
Trainin- #na+"#s th# #,,#ti4# and #,,ii#nt trans,#r o, r#"at#d s$st#* and +usin#ss %ro#ss
!no;"#d-# and r#at#s a hi-h d#-r## o, #nd us#r on,id#n# and o*%#t#n# so that +usin#ss
transations ar# %ro%#r"$ #3#ut#d %rior to dua" *aint#nan# %#riods and durin- and a,t#r
i*%"#*#ntation:
To ahi#4# #,,#ti4# trainin- ;# us# a 5ust/in/ti*# strat#-$ to *ath th# ti*in- o, trainin- to ;h#n
th# n#; s!i""s and o*%#t#ni#s ;i"" +# us#d and %rati#d: Th#r# is a 4ari#t$ o, trainin- d#"i4#r$
*#thods that an +# us#d to ,it th# trainin- n##ds and a%a+i"iti#s o, th# indi4idua"s +#in- train#d:
Th#s# *#thods *a$ in"ud# o*%ut#r or ;#+/+as#d #L#arnin-2 on/sit# "assroo* trainin-2
,ai"itat#d ;or!sho%s2 or on#/on/on# trainin- and oahin-:
Functional Project #eam #raining
Th# ,untiona" %ro5#t t#a* *#*+#rs r#Auir# SAP trainin- on +asi on#%ts and
na4i-ation: ItBs o**on ,or suh r#Auir#*#nts to +# *#t +$ #L#arnin- "ass#s or
s#ndin- ,untiona" t#a* *#*+#rs to ,or*a" instrutor/"#d SAP trainin- "ass#s o,,#r#d
dir#t"$ +$ SAP: In th# Pro5#t Pr#%aration %has#2 an Int#rna" T#a* Trainin- P"an ;as
d#4#"o%#d and i*%"#*#nt#d: Trainin- ours#s ;#r# ta!#n +$ th# %ro#ss and ,untiona"
"#ads uti"i7in- #L#arnin- ours#s ;hih o4#r#d SAP na4i-ation2 ERP2 and +asi %ro#ss
o4#r4i#;:
In addition to this2 th# %ro#ssC,untiona" %ro5#t t#a* *#*+#rs ;i"" "#arn andCor r#in,or#
th#ir ,or*a" instrutor "#d trainin- as %art o, th# !no;"#d-# trans,#r %ro#ss: This t$%# o,
"#arnin- do#s not t$%ia""$ ha%%#n at a s%#i,i ti*#@ it is a ontinuous %ro#ss that
#4o"4#s throu-hout th# %ro5#t "i,# $"#: R#sour#sB %artii%ation in d#4#"o%*#nt
ati4iti#s and r#4i#;s o, d#"i4#ra+"#s and ;or! %roduts a#"#rat#s th# !no;"#d-#
trans,#r %ro#ss: Stron- !no;"#d-# oordination and ati4# %artii%ation ar# ritia" to an
#3%#ditious and #,,ii#nt trans,#r o, !no;"#d-#:
#rain-the-#rainer
Th#r# ;i"" +# d#si-nat#d Su%#r )s#rs ,ro* th# +usin#ss ;ho ;i"" +# train#d and ;ho ;i""
s#r4# as train#rs ,or th# #nd us#rs: This a%%roah inh#r#nt"$ +rin-s r#di+i"it$@ in that2 th#
#nd us#rs ar# "#arnin- ,ro* on# o, th#ir o;n2 a su+5#t *att#r #3%#rt in SAP as ;#"" as
th# +usin#ss %ro#ss: This a%%roah +ui"ds a%a+i"it$ and a%ait$ ,or d#"i4#rin- trainin-
Con,id#ntia" Pa-# &6

to a ;id#"$ dis%#rs#d #nd us#r %o%u"ation@ as ;#"" as sustainin- us#r %#r,or*an# and
o*%#t#n# +#$ond -o/"i4#:
Train/th#/train#r trainin- th#r#,or# is int#nd#d to %r#%ar# th# Su%#r )s#r train#rs on th#
+asi on#%ts o, trainin- as ;#"" as SAP transations at a d#tai"#d "#4#" so that th#$ ar#
o*%#t#nt and r#ad$ to d#"i4#r #nd us#r trainin-: Th# trainin- is a"so *#ant to %i"ot th#
trainin- *at#ria" +#,or# it is ro""#d out to *ass #nd us#rs durin- #nd us#r trainin-:
Ca%-#*ini and La;son ?untiona" T#a* *#*+#rs ;i"" -uid# and su%%ort th# SAP
"#arnin-@ ;hi"# itBs #3%#t#d that th# Su%#r )s#r train#rs ar# !no;"#d-# #3%#rts in th#
+usin#ss %ro#ss: Th# OCM t#a* ;i"" %ro4id# <so,t s!i""= trainin-@ that is2 "#arnin- ho; to
+# a train#r and ,ai"itator:
End $ser #raining
Our #nd us#r trainin- a%%roah r#o-ni7#s that #,,#ti4# and ti*#"$ trainin- is ritia" to
th# su#ss o, th# o4#ra"" i*%"#*#ntation: Th# a%%roah ,ous#s on %#r,or*an#2
r#o-ni7in- th# ,at that di,,#r#nt audi#n#s ha4# di,,#rin- trainin- n##ds2 and %ro4id#s
trainin- tai"or#d to thos# n##ds: End us#r trainin- ;i"" +# ,ro* *or# than a <ho;/to/us#/
th#/s$st#*= %#rs%#ti4#: End us#rs n##d a o*+ination o, SAP o4#r4i#;2 +usin#ss
%ro#ss and ro"#/+as#d trainin-: Th#r#,or#2 th# trainin- ,ous ;i"" +# on th# ,o""o;in-
ar#as:
Pro4id# trainin- +as#d on ro"#/+as#d %#r,or*an# n##ds
)ti"i7# r#a" ;or! transations2 %ro#ss#s and %ro#dur#s
)s# a 4ari#t$ o, trainin- 4#hi"#s
A 5ust/in/ti*# ro"#/+as#d trainin- %"an ;i"" +# d#4#"o%#d onsistin- o, s%#i,i trainin- *odu"#s
r#"at#d to th# disr#t# #"#*#nts o, th# ,utur# ro"#2 and that th# trainin- *odu"#s ar# d#"i4#r#d as
"os# to -o/"i4# dat#s ,or s%#i,i ro"#s as %ossi+"#:
Curriu"u* C ours#;ar# d#si-n is o*%"#t#d ,o""o;in- th# "ari,iation o, ro"# d#,initions:
Th# d#tai"#d urriu"u* shou"d in"ud#:
La;son ProdutsB o4#ra"" -oa"s and strat#-i#s
Th# +#n#,its o, th# ERP Go"d#n Gat# Initiati4# in su%%ortin- this 4ision
Pro#ss#s and %ro#dur#s
Ro"#s and r#s%onsi+i"iti#s
Ena+"in- t#hno"o-i#s
Hands/on %rati# s#ssions
R#4i#; Au#stions
E4a"uations
Th# i**#diat# ,ous is on a <ro""/out= urriu"u*: Th# ai* o, th# ro""/out urriu"u* is to ,ai"itat#
th# *i-ration ,ro* #3istin- 5o+ ,untions to n#; ro"#s: An #3a*%"# ;ou"d +# to su%%ort th#
*i-ration in %ro#ss2 %ro#dur# and t#hno"o-$ o, an aountant2 rath#r than t#ah aountin-
#3%#rtis# ,ro* a 7#ro !no;"#d-# +as#"in#:
Th# #duation and trainin- *at#ria" shou"d +# stor#d on"in# ,or #as# o, on/-oin- su%%ort and
*aint#nan#:
Con,id#ntia" Pa-# &.

Th# ,o""o;in- r#%r#s#nts a hi-h "#4#" su**ar$ o, th# %ro#ss trainin- that End )s#rs ;i"" r##i4#:
Not#: Th#s# ar#as ;i"" +# +ro!#n do;n into 4arious trainin- ours#s durin- th# R#a"i7ation
Phas#:
E3#uti4# O4#r4i#;
SAP Na4i-ation
Far#housin-
Nuot# To Cash
?inan#
Prour# to Pa$
Sa"#s
Mar!#tin- and O%#rations P"annin- 8SMOP9
HR 8A-#nt and E*%"o$## Ad*inistration9
5raining Principles
Th# ,o""o;in- o4#ra"" trainin- %rini%"#s ;i"" +# ,o""o;#d ;h#n %ossi+"#:
Fh#r# a%%ro%riat#2 id#nti,$ <Su+5#t Matt#r E3%#rts 8SMEs9= ;ho ;i"" -ain a
d##%#r und#rstandin- o, th# n#; s$st#*s and %ro#ss#s throu-h %ro5#t/r#"at#d
ati4iti#s suh as %artii%ation in d#si-n s#ssions and t#stin-: )ti"i7# a su+s#t o, th#s#
SMEs to +# train#rs 8Su%#r )s#rs9 ;ho ar# 4i#;#d as "#ad#rs ;ithin th#ir d#%art*#nts
and ;ho ;i"" +# a+"# to *ost #,,#ti4#"$ d#"i4#r trainin-: Th#s# Su%#r )s#rs an a"so
h#"% su%%ort th# i*%"#*#ntation %ost -o "i4#:
L#4#ra-# as *uh %r#4ious"$/r#at#d *at#ria" as %ossi+"# 8#:-:2 +ui"d o,,
d#"i4#ra+"#s that ;#r# a"r#ad$ r#at#d +$ th# %ro5#t t#a*s2 suh as +usin#ss
%ro#ss#sCus#r %ro#dur#s2 t#st sri%ts2 #t:9:
Bui"d in th# a%%ro%riat# a*ounts o, +a!-round and o4#ra"" %ro#ss in,or*ation
in ord#r to h#"% #sta+"ish ont#3t:
D#"i4#r trainin- that is ro"#/+as#d: As *uh as %ossi+"#2 #nd/us#rs ;i"" +#
instrut#d on ;hat th#$ n##d to !no; in an #,,ort to 8i9 not o4#r;h#"* stud#nts ;ith
in,or*ation that do#snBt a%%"$ to th#*2 and 8ii9 "i*it th# tota" nu*+#r o, unn##ssar$
"assroo* hours:
In"ud# th# a%%ro%riat# *i3 o, trainin- *at#ria" ,ous#d at th# ,o""o;in- "#4#"s:
Pro-ra* L#4#": Pro-ra* +a!-round2 so%#2 -uidin- %rini%"#s2 #t:
Pro#ss L#4#": Pro#ss ,"o;s2 int#r/d#%#nd#ni#s2 #t:
Transationa" L#4#": M#hanis o, %#r,or*in- s%#i,i s$st#* transations
E*%"o$ "assroo* st$"# trainin- as *uh as %ossi+"#: Ho;#4#r2 onsid#r
a"t#rnati4# trainin- *#thods ;h#n a%%ro%riat# 8#:-: ;#+asts2 #t du# to #3#%tiona""$
s*a"" or "ar-# trainin- audi#n#s2 -#o-ra%hia""$ di4#rs# stud#nt %o%u"ation2 si*%"# //
4#rsus o*%"#3 // trainin- ont#nt2 #t:9
Con,id#ntia" Pa-# &1

Ma!# "assroo* trainin- hi-h"$ int#rati4# and <hands on= throu-h th# us# o,
"assroo* #3#ris#s in ord#r to !##% "ass#s #n-a-in- and to -au-# stud#nt
o*%r#h#nsion ;hih ;i"" a"so r#in,or# "#arnin-:
On"$ to th# #3t#nt n##ssar$2 %ro4id# on#/on/on# hands/on trainin- to s%#i,i
indi4idua"s:
To th# #3t#nt %ossi+"#2 us# onsist#nt2 standard *at#ria"s to train di,,#r#nt us#r
-rou%s on a sin-"# to%i: On"$ usto*i7# *at#ria"s ,or di,,#r#nt d#%art*#nts i, it is
a+so"ut#"$ n##ssar$:
Critical #uccess 8actors
Addr#ssin- th# ,o""o;in- ritia" su#ss ,ators ;i"" %ro4id# End )s#rs ;ith th# !no;"#d-#
and s!i""s n##ssar$ to %#r,or* th# ,untiona"it$ ;ithin th# n#; #n4iron*#nt:
Ensur# +usin#ss %ro#ss2 5o+ ro"#s2 and or-ani7ation han-#s2 ar#
o**uniat#d o,t#n2 #ar"$2 and %rior to End )s#r Trainin-
Pro4id# #,,#ti4# *aint#nan# o, trainin- *at#ria"s@ d#4#"o% an ad#Auat#
so"ution that is #asi"$ *aintaina+"# and r#du#s on/-oin- trainin- su%%ort osts
Pro4id# ours# *at#ria"s ,or End )s#rs that ;i"" s#r4# as "#arnin-Cr#,#r#n# too"s
+#$ond "assroo* trainin-
S#"#t a r#%r#s#ntati4# s#t o, End )s#rs C Su%#r )s#rs to at as Su+5#t Matt#r
E3%#rts 8SMEs9 in th#ir ,untiona" ar#as o, r#s%onsi+i"it$: Su%#r )s#rs ;i"" +# %art o, th#
train/th#/train#r %ro-ra*2 +ui"d trainin- *at#ria"s@ s#r4# as "oa" ,untiona" #3%#rts@
d#"i4#r trainin-@ and %ro4id# on-oin- %ost -o "i4# su%%ort to End )s#rs:
Ensur# ad#Auat# trainin- data+as# #n4iron*#nt onsistin- o, "oa" on/sit#
s#r4#rs ar# %ro4id#d ,or d#*onstration and hands/on trainin- in th# "assroo*
Ensur# ad#Auat# trainin- ,ai"iti#s ar# a4ai"a+"# and #Aui%*#nt is t#st#d2 in
sound ;or!in- ord#r2 and on,i-ur#d ;ith a%%ro%riat# so,t;ar# +#,or# trainin- ours
Sh#du"# a *a3i*u* o, ('/(& End )s#rs %#r trainin- s#ssion: I, *or# than (&
End )s#rs ar# in a trainin- s#ssion2 sh#du"# an additiona" instrutor to %ro4id#
assistan#:
Ensur# that End )s#rs att#nd th# trainin- that has +##n sh#du"#d ,or th#*@
%ro4id# *a!#u% s#ssions to ao**odat# #*#r-#ni#s:
3ethodology
Th# r#o**#nd#d *#thodo"o-$ is to d#4#"o% %ro#ss/dri4#n2 ro"#/+as#d End )s#r Trainin-:
Th# %ro#ss st#%s in"ud#:
(: D#4#"o% Trainin- P"an
R#4i#; so%#2 %ro#ss#s2 and %ro#dur#s
Id#nti,$ audi#n#
In4#ntor$ trainin- ,ai"iti#s
Con,id#ntia" Pa-# &E

Id#nti,$ ro"#s
&: D#si-n Curriu"u*
R#4i#; %ro#ss dou*#nts and int#r4i#; ?untiona" L#ads
Produ# urriu"u* %"an
Cr#at# ours# d#si-ns
Va"idat# urriu"u* and ours# d#si-n %"ans ;ith ?untiona" L#ads
6: D#4#"o% Protot$%# Mat#ria"s
D#4#"o% %rotot$%# o, trainin- *at#ria"s that ;i"" %ro4id# standard ,ra*#;or!
.: D#4#"o% Trainin- Mat#ria"s
D#4#"o%*#nt o, trainin- *at#ria"s ;i"" d#ri4# %ost ro"# *a%%in-
Durin- th# d#4#"o%*#nt %has#2 th#r# ;i"" +# an int#rati4# r#4i#; %ro#ss
+#t;##n d#4#"o%#rs and %ro#ss t#a*s to #nsur# 4a"idation o, trainin- *at#ria"s:
Trainin- *at#ria"s ;i"" +# ,or;ard#d to th# %ro#ss t#a*s ;ith an #3%#t#d turn/
around ti*#:
1: Train th# Train#r and Pi"ot "ass
Train#rs ;i"" r##i4# Train/Th#/Train#r trainin- that ;i"" in"ud# %r#s#ntation
s!i""s2 #,,#ti4# t#ahin- t#hniAu#s2 and %rini%"#s o, adu"t "#arnin-:
Prior to th#ir ,irst "ass2 train#rs ;i"" do a %i"ot trainin- "ass:
E: D#"i4#r Trainin-
G: E4a"uat# Pro-ra*
OCM ;i"" %ro4id# instrutors ;ith Au#stionnair#s ,or stud#nts to o*%"#t# +#,or#
"#a4in- th# "assroo*
H: Transition to Trainin- C#nt#r o, E3#""#n# 8COE9 ,or *aint#nan# o, trainin- *at#ria"
and %ost -o/"i4# trainin- o, n#; hir#s or #*%"o$##s ;ho trans,#r to a n#; ro"#:
This *#thodo"o-$ and th# r#"ationshi% +#t;##n st#%s ar# i""ustrat#d in th# ,o""o;in- -ra%hi:
Con,id#ntia" Pa-# &G

Con,id#ntia" Pa-# &H
D#t#r*in# urriu"u* ont#nt
Id#nti,$ su+/%ro#ss#sC tas!sC
attri+ut#s ,or 5o+ C ro"#s
D#t#r*in# ours#/s%#i,i
d#"i4#r$ *#thods
D#t#r*in# standards2 %rotot$%#s2
and t#*%"at#s
Ro"# *a%%in- to trainin- ours#
Id#nti,$ nu*+#r o, train##s
Id#nti,$ nu*+#r o,
,ai"iti#sC#Aui%*#nt
D#t#r*in# sh#du"#C"oations
Id#nti,$ train#rs 8nu*+#rs2 s!i""s2
attri+ut#s9
D#si-n in,rastrutur#
D#t#r*in# %#r,or*an#
*#asur#s
D#4#"o% #4a"uation too"s
D#t#r*in# %rotot$%#
Gath#r dataC*at#ria"s
D#4#"o% dou*#ntation
standard
D#4#"o% #"#troni t#*%"at#s
D#4#"o% %artii%ant and
instrutor trainin- *at#ria"s
Co""#t sour#
*at#ria"
Produ# *at#ria"s
Condut r#4i#;s
Nua"it$
Editoria"
T#hnia"
Inor%orat# han-#s
Cr#at# trainin- data
and #3#ris#s
Po%u"at# trainin-
data+as#
In,or*
*ana-#*#nt o,
"ass sh#du"#
and att#nd##s
In4it# End/)s#rs
to trainin- "ass#s
D#"i4#r instrution
Tra! trainin-
att#ndan#
Train#r #4a"uat# train##
%#r,or*an#
End/)s#r #4a"uat#s
train#r %#r,or*an#
Pro4id# ,##d+a! on
ours#
R#4is# %ro-ra* i,
n##ssar$
Maintain trainin-
data+as#
E3%and and
u%dat# trainin-
*at#ria"s
Train n#; #nd/
us#rs
Develop and Develop and
Deliver Deliver
5rain the 5rain the
5rainer 5rainer
!nd:;ser !nd:;ser
5raining 5raining
!valuate !valuate
Program Program
Provide Provide
On:going On:going
Support Support
Develop Develop
5raining 5raining
Plan Plan
Design Design
Curriculum Curriculum
Develop Develop
Prototype Prototype
3aterials 3aterials
Develop Develop
5raining 5raining
3aterials 3aterials
T#st ont#nt
R#,in# ont#nt
Con,ir* ,ai"it$
Condut train/
th#/train#r
R#,in# trainin-
ours# as
n##ssar$
Ana"$7# audi#n#
Id#nti,$ %ro#ss#s
Ass#ss
in,rastrutur#
D#t#r*in# trainin-
a%%roah
E4a"uat# d#"i4#r$
*#thod o%tions

Approach
E4a"uat# and s#"#t th# I+#st %rati#sB ,or trainin- d#4#"o%*#nt and d#"i4#r$: B#st %rati#s
in"ud#:
On a dat# to +# d#t#r*in#d2 th# trainin- %"an ;i"" +# %r#s#nt#d and shar#d ;ith
PMO and T#a* L#ads:
SMEs ;i"" -#t a d##% und#rstandin- o, th# n#; s$st#* durin- th# t#stin- %has#:
Th# Su%#r )s#r SMEs ;i"" +ui"d th# trainin- *at#ria" durin- this %has# usin- RFD In,o
Pa!:
Prior to d#"i4#r$ o, th# trainin-2 SMEs ;i"" +# us#d to t#st th# trainin- s$st#* and
*at#ria"s and o+tain ,##d+a!:
Trainin- *at#ria"s ;i"" in"ud#: (9 Mo+ Aids2 &9 Trainin- Manua" 69 C"assroo*
Po;#r Point %r#s#ntation2 and .9 Trainin- E3#ris#s:
Th# a%%roah ,or trainin- ;i"" +# instrutor/"#d trainin- ours#s ;h#n#4#r
%ossi+"#: Th#r# ;i"" +# an #*%hasis on d#*onstrations and hands/on #3#ris#s: This
;i"" #nsur# th# hi-h#st "#4#" o, int#rati4it$2 ;hih in turn #nsur#s th# hi-h#st d#-r## o,
End )s#r %ro,ii#n$ on th# n#; s$st#*:
A"" us#r ,##d+a! ;i"" +# a%tur#d and onsid#r#d in disussin- an$ ,ina" han-#s
r#Auir#d to trainin- *at#ria"s %rior to th# +#-innin- o, trainin-:
Trainin- ;i"" in"ud# on#%ts and t#r*ino"o-$2 +usin#ss %ro#ss#s2 and
;or!,"o;s2 and d#*onstrations o, s$st#* st#%/+$/st#% %ro#dur#s: Prior to ;or!in- in
th# "i4# %rodution s$st#*2 End )s#rs ;i"" "o- on to a sand+o3 "i#nt and r##i4#
na4i-ation trainin-:
A s#ri#s o, #3#ris#s ;i"" +# %ro4id#d throu-hout th# trainin- s#ssion to
d#*onstrat# that %artii%ants an us# th# s$st#*:
A"" trainin- *at#ria"s ;i"" +# a%%ro4#d +$ th# Pro#ss C ?untiona" T#a* L#ads:
Trainin- ;i"" +# d#"i4#r#d +$ th# Su%#r )s#r SMEs ,or or%orat# "#arnin-
End )s#rs ;i"" +# train#d 5ust %rior to -o "i4#:
A d#sira+"# o+5#ti4# ;i"" +# to +ui"d to;ards on/"in# trainin- and h#"%2 in"udin-
hot "in!s to oth#r %ro#dura" dou*#ntation and r#,#r#n# *at#ria"s: 8C#nt#r o,
E3#""#n# 8COE9 Li+rar$9
Th# trainin- strat#-$ ;i"" #nsur# a"" +usin#ss #ntiti#s ar# train#d ;ith *ini*a"
i*%at to th# +usin#ss
?or ?i#"d Sa"#s A-#nts trainin-2 initia" ,##d+a! ,ro* th# Sa"#s L#ad#rshi% -rou%
is to train th# R#-iona" Sa"#s Mana-#rs 8RSDs9 ;ith th# Distrit Sa"#s Mana-#rs 8DSMs9
Con,id#ntia" Pa-# &0

#ar"$ in th# trainin- %ro#ss so th#$ und#rstand th# s$st#* in ad4an# o, th# ?i#"d Sa"#s
A-#nts: A %ossi+"# a%%roah is to th#n us# th# DSMs a"on- ;ith th# Co*%ut#r
Eduation T#a* to i*%"#*#nt trainin- ;ith th# ?i#"d Sa"#s A-#nts: As th# ?i#"d Sa"#s
A-#nt -rou% is "oat#d in di4#rs# "oations aross th# ountr$2 a d#t#r*ination ;i"" n##d
to +# *ad# ;h#th#r trainin- is to +# h#"d in/"assroo* andCor 4ia ;#+ast: This
a%%roah ;i"" +# r#4i#;#d #ar"$ in th# R#a"i7ation %has# o, th# %ro5#t to #nsur# th# *ost
#,,#ti4# "#arnin- strat#-$:
Assumptions
?o""o;in- ar# th# +asi assu*%tions that ;i"" dri4# ho; ;# a%%roah and ao*%"ish trainin-:
OCM and th# Pro#ss C ?untiona" T#a* L#ads ;i"" *onitor th# %ro-r#ss o, trainin- and
ad5ust th# ;or! #,,ort aordin-"$ i, an$ o, th#s# assu*%tions han-#:
End )s#r Trainin- ;i"" +#-in ;ith Pro5#t O4#r4i#; ours#8s9
R#%ortin- ;i"" +# o4#r#d in #ah ,untiona" ar#a
Trainin- *at#ria"s ;i"" +# +as#d on th# ro"#s and +usin#ss %ro#ss#s
Su%#r )s#r SMEs ;i"" +# train#d in RFD In,o Pa! %rior to d#4#"o%in- th# trainin-
*at#ria"s
I, th#r# ar# End )s#rs ;ho ar# not o*%ut#r C Findo;s/"it#rat# +#,or# att#ndin-
trainin-2 La;son %roduts ;i"" +# r#s%onsi+"# ,or %ro4idin- +asi trainin- %rior to SAP
trainin-:
I, End )s#r r#Auir#s s%#i,i o*%#t#n$ +as#d trainin-2 La;son ;i"" %ro4id# this
%rior to SAP trainin- as n##ssar$:
A"" End )s#rs ;i"" ha4# a#ss to th# trainin- *at#ria"s a4ai"a+"# throu-h a
shar#d dri4# or intran#t sit# as ;#"" as th# hard o%$ *at#ria"s r##i4#d in "ass#s:
Th# Co**uniations C OCM T#a* ;i"" hand"# -#n#ra" trainin- o**uniations:
Th# Trainin- T#a* ;i"" %"an "o-istis and sh#du"# trainin-:
Th# Pro5#t T#hnia" In,rastrutur# T#a* ;i"" hand"# trainin- instan#Cdata+as#
issu#s and *aint#nan#
?untiona" L#ads ;i"" assist th# Su%#r )s#rs in d#4#"o%in-2 r#4i#;in-2 a%%ro4in-
and t#stin- a"" trainin- *at#ria"s
9igh:Level Curriculum Design
Th# Pro5#t T#a*Bs Trainin- urriu"u* d#si-n is ro"#/+as#d to #nsur# that End )s#rs
und#rstand ho; to %#r,or* th# ,untions assoiat#d ;ith th#ir 5o+s: Th# urriu"u* is
d#si-n#d to train th# us#r %o%u"ation on th# o4#ra"" %ro#ss#s assoiat#d ;ith a ,untion and
th#n ,ous on s%#i,i 5o+ ro"#s: This *#thodo"o-$ o, trainin- i*%"#*#nts a <n##d/to !no;=
a%%roah that a""o;s us#rs to "#arn #3at"$ ;hat th#$ n##d to !no; to %#r,or* th#ir 5o+ and
its r#"ation to th# o4#ra"" %ro#ss#s ;hih th# 5o+ su%%orts +oth u%str#a* and do;n:
Con,id#ntia" Pa-# 6'

Th#r# ;i"" +# an E3#uti4# O4#r4i#; ,or La;sonBs s#nior "#ad#rs
A"" End )s#rs ;i"" r##i4# +asi SAP Na4i-ation
On# End )s#rs ha4# -on# throu-h th# SAP Na4i-ation th#$ ;i"" att#nd ro"#/+as#d
trainin-: Indi4idua" End )s#r ro"#/+as#d trainin- *odu"#s ar# +as#d on th# ro"# *a%%in-
%ro#ss
Eah ours# ;i"" onsist o, on# or *or# *odu"#s@ ro"#s *a$ +# -rou%#d to-#th#r in a
ours#
Ris)s and 3itigations
Id#nti,i#d ris!s ;i"" +# tra!#d 4ia th# Ris! Mana-#*#nt too" a"on- ;ith oth#r %ro5#t ris!s:
5raining 8acilities
A"" trainin- ,ai"iti#s ;i"" +# id#nti,i#d2 #Aui%%#d2 and s#t u% ,or Pro5#t Pi"ot trainin- in
aordan# ;ith th# %ro5#t %"an:
Sh#du"in- o, trainin- ,or Pi"ot End )s#rs and th# r#*aind#r o, End )s#rs ;i"" +# in
aordan# ;ith th# %ro5#t %"an:
9igh:Level 5raining Pro$ect 5imeline
><nsert timeline once pro$ect plan has been determined?
Roles and Responsibilities for 5raining
OC3 Leads
O4#rs##s th# trainin- %ro#ss
O4#rs##s th# trainin- d#"i4#r$
Communication Leads
P"an and oordinat# o**uniation 4#hi"#s and distri+ution ,or in,or*ation on
trainin-
Co**uniation to Chan-# O;n#r C Chan-# L#ad on trainin- sh#du"#2 urriu"u*
and "o-istis
Co**uniation to End )s#rs on trainin- ours#s #3%#t#d to ta!# and "o-istis:
5raining Leads
Trainin- and Eduation N##ds Ass#ss*#nt
Con,id#ntia" Pa-# 6(

Assists ;ith trainin- C #duation %"an2 d#si-n2 d#4#"o%*#nt2 and d#"i4#r$
Coordinat#s th# d#4#"o%*#nt o, trainin- *at#ria" in"udin- End/)s#r Manua"s and
C"assroo* Po;#rPoint %r#s#ntations
P"ans and oordinat#s trainin- and #duation o, th# d#4#"o%#rs on RFDs uP#r,or*
Conduts train/th#/train#r s#ssions
Bui"d and *ana-# ours# rost#r and trainin- sh#du"#
P"an trainin- "o-istis: Mana-#s att#ndan# r#%orts and ours# #4a"uation
r#s%ons#s:
P"an and *ana-# trainin- *at#ria" in,rastrutur#
8unctional Leads
Pro4idin- s$st#* and +usin#ss %ro#ss su%%ort to Su%#r )s#rs
Pro4id# Aua"it$ assuran# r#4i#; at 4arious sta-#s o, trainin- d#4#"o%*#nt
Pro4id# ,ina" a%%ro4a" o, trainin- *at#ria"
#uper ;sers
D#4#"o% a"" trainin- *at#ria"s aordin- to standards
Int#rat ;ith oth#r ross/,untiona" t#a*s ,or in%ut ,or trainin- *at#ria"s:
T#st trainin- *at#ria"s ;ith ?untiona" L#ads C SMEs and r#4is# aordin-"$
Ensur# a"" data that is n##ssar$ in th# trainin- "i#nt is t#st#d and r#ad$ ,or
trainin-
O+tain r#4i#;2 ,##d+a!2 and si-n/o,, ,or a"" trainin- *at#ria"s
R#%ort status and issu#s to OCM and Trainin- Mana-#r r#-u"ar"$
Train #nd us#rs on %ro#ss#s and s$st#*s
Ad*inist#r and o""#t Trainin- E4a"uations
5echnical <nfrastructure
S#t u% an$ u%-rad#s n##ssar$ and insta"" n#; so,t;ar#
Esta+"ish and t#st trainin- instan# aordin- to th# Trainin- Strat#-$
Esta+"ish and t#st trainin- r#,r#sh %"an@ #3#ut# andCor *onitor th# dai"$ andCor
;##!"$ r#,r#sh a"#ndar
Pro4id# IT r#sour#s ,or trainin- roo* s#tu% and su%%ort
Pro4id# IT su%%ort on# trainin- starts 8s%#i,ia""$ ,or train#rs ondutin- trainin-2
+ut not "i*it#d to on"$ train#rs9
Monitor th# %#r,or*an# o, "o-ons and %ass;ords2 #Aui%*#nt2 n#t;or!s2 Data
Bas#s #t: durin- th# End )s#r trainin-:
On/-oin- su%%ortCh#"%d#s!
#uper ;ser Roles and Responsibilities
Th# ,o""o;in- hart r#%r#s#nts th# ro"#s and r#s%onsi+i"iti#s that th# Su%#r )s#r t#a* ;i""
%#r,or* in End )s#r trainin-:
<nstructor Roles
Or-ani7# "assroo* *at#ria"s
Ensur# #Aui%*#nt is ,untiona" and r#ad$
B#-in "ass ;ith o+5#ti4#s and a-#nda ,or th# "assCda$
Pr#s#nt th# on#%tua" in,or*ation to %artii%ants
Con,id#ntia" Pa-# 6&

Pro4id# s$st#* d#*onstrations
Su%%ort %artii%ants durin- #3#ris#s +$ ;a"!in- around th# "assroo*
and ans;#rin- Au#stions
Monitor %artii%antsB %ro-r#ss and %ro4id# #3tra su%%ort ,or thos# ;ho
n##d it
Pr#s#nt r#4i#; s#ssions ;h#n a%%ro%riat#2 i:#: at th# #nd o, a s#ssion
Ensur# "ass is d#"i4#r#d ;ithin a""ott#d ti*# +$ !##%in- th# ,"o; on tra!
+$ adh#rin- to th# "ass o+5#ti4#s2 !##%in- a %ar!in- "ot2 and *ana-in-
di,,iu"t situations andCor %#o%"#
Ensur# #4a"uationsCt#sts ar# distri+ut#d2 o*%"#t#d2 and -ath#r#d +#,or#
%artii%ants #3it th# "assroo*
L#a4# th# "assroo* r#ad$ ,or anoth#r "ass
D#+ri#, ;ith Trainin- L#ad to i*%ro4# ,or n#3t ;or!sho%
5raining 5eam <nteraction
Th# Trainin- T#a* *ust ;or! oh#si4#"$ and #,,ii#nt"$ ;ith th# oth#r t#a*s to ahi#4# Aua"it$
End )s#r Trainin- ;ithin th# a""o;#d ti*#,ra*#: In ord#r ,or trainin- to +# su#ss,u"2 this *ust
+# a o""a+orati4# #,,ort:
5arget Audience+ Role 3apping
Th# ,o""o;in- in,or*ation s#r4#s as th# ,oundation to d#t#r*in# #3at"$ ;hat trainin- #ah
indi4idua" n##ds to %#r,or* his or h#r ro"# and r#s%onsi+i"iti#s in th# n#; #n4iron*#nt:
Con,id#ntia" Pa-# 66
#echnical
Infrastructure
Functional %eads
#raining #eam
Super $ser
#rainers
Communications #eam
OC& %eads

#tep *+
Pro#ss d#sri%tions ar# -ath#r#d to *a% to th# s%#i,i ro"#s
End )s#rs ar# id#nti,i#d and "assi,i#d into -rou%s aordin- to th#ir 5o+sCro"#s
Th# OCM t#a* onsid#rs ,ators that *a$ i*%at indi4idua"s that ;ou"d +# a,,#t#d2 to
d#t#r*in# ho; th#ir 5o+s and tas!s ;ou"d han-#: Fhat in addition to SAP trainin- *ust +#
addr#ss#d to %r#%ar# ,or SAP i*%"#*#ntationO I, th#r# is additiona" o*%#t#n$ +as#d
trainin- r#Auir#d %rior to i*%"#*#ntation2 La;sonBs Trainin- T#a* ;i"" ,ai"itat#:
#tep ,+
Th# in,or*ation in St#% ( is us#d to do a ro"# *a%%in- #3#ris# that id#nti,i#s #ah End )s#r
and th# a%%ro%riat# tas!s th# us#r n##ds to "#arn to %#r,or* hisCh#r 5o+ tas!s ;h#n th#
%ro5#t -o#s "i4#:
Grou% s%#i,i tas!s to-#th#r to ,or* trainin- *odu"#s
Ma% indi4idua"s to s%#i,i *odu"#s:
5raining Course 3ethodology
Th# trainin- *#thodo"o-$ us#d in this a%%roah ;i"" +# th# ,o""o;in- %ro#ss in aordan# ;ith
th# instrutor ro"#s and r#s%onsi+i"iti#s:
Th# instrutor ;i"" %r#s#nt th# o+5#ti4#s and a-#nda o, th# ours#:
Th# instrutor ;i"" %r#s#nt th# on#%tua" in,or*ation and +usin#ss %ro#ss *a%s:
Th# instrutor ;i"" %#r,or* d#*onstrations in th# s$st#*:
Th# us#rs ;i"" %#r,or* #3#ris#s +$ -oin- throu-h th# %ro#ss in th# s$st#* and ans;#rin-
Au#stions to #nsur# th#ir und#rstandin- o, th# %ro#ss:
Instrutors ;i"" th#n -o on to th# n#3t d#*onstration and th# %ro#ss ;i"" -o +a! and ,orth
+#t;##n th# instrutor d#*onstratin- and th# End )s#r %ratiin-:
Th#r# ;i"" +# Au#stion and ans;#r s#ssions throu-hout th# "ass:
Th# Instrutor ;i"" #nd th# ours# ;ith ,ina" Au#stions and ans;#rs and ;i"" r#4i#; o+5#ti4#s
,or th# da$Cours#:
5raining Documentation
Th# trainin- dou*#ntation ;i"" +# %a%#r/+as#d in"udin- an End )s#r Manua"2 "assroo*
Po;#rPoint s"id#s2 and trainin- #3#ris#s: A"" Instrutors and End )s#rs ;i"" r##i4# +ind#rs
ontainin- th# trainin- *at#ria"s r#"#4ant to th#ir trainin- n##ds: E4#r$on# ;i"" r##i4# a o%$ o,
th# ERP Go"d#n Gat# Initiati4# O4#r4i#; ours#8s9:
;pdating 5raining Documentation
@Describe the process for updating training programs4 curriculums4 environments4 and
supporting materials. <nclude the process for identifying and collecting reAuired'reAuested
changes4 ho the change ill be evaluated4 prioriti(ed4 and incorporated into future
Con,id#ntia" Pa-# 6.

iterations of training. !"plain ho revision history ill be maintained and trac)ed or
provide a reference to here it is stored.B
Post 2o:Live 5raining+
@Describe the department or CO! responsible for providing post go:live training to nely
hired employees or employees ho have transferred to a ne role.B
Development 5ools
Th# trainin- dou*#ntation ;i"" in"ud# +usin#ss %ro#ss#s2 s$st#* instrutions and #3#ris#s
that ;i"" +oth +# r#at#d usin- t#*%"at#s to #nsur# onsist#n$ o, ,or*at and strutur# aross
%ro#ss#s and t#a*s:
Th# ERP Go"d#n Gat# Initiati4# O4#r4i#; ;i"" +# r#at#d as a %r#s#ntation in
Po;#rPoint:
C"assroo*s ;i"" start ;ith hi-h "#4#" Po;#rPoint trainin- *at#ria":
Th# RFD In,o Pa! too" ;i"" +# #*%"o$#d to r#at# trainin- dou*#ntation ,or th# End
)s#r *anua":
!valuation 3ethods and 5ools
?or th# #4a"uation %has#2 th# d#4#"o%#rs ;i"" d#4#"o% Au#stionnair#s that ;i"" +# distri+ut#d +$
th# instrutors %#riodia""$ and at th# #nd o, #ah "ass ,or th# End )s#rs to o*%"#t# and hand
+a! to th# instrutor +#,or# th#$ "#a4# th# trainin-: Th#r# ;i"" a"so +# an #4a"uation o, th# "ass
and instrutor to +# o*%"#t#d at th# #nd o, th# s#ssion: It n##ds to +# d#t#r*in#d ;hat ;i"" +#
don# ;ith th#s# Au#stionnair#s and #4a"uations and ;hat oth#r #4a"uation *#thods2 i, an$2 ;i"" +#
us#d: It a"so n##ds to +# d#t#r*in#d ;ho ;i"" o""#t2 stor#2 and *a!# an$ n##ssar$ han-#s
that ;i"" r#su"t ,ro* th# Au#stionnair#s:
Th# #4a"uations shou"d dis"os# End )s#r %r#%ar#dn#ss as ;#"" as i*%ro4#*#nt o%%ortuniti#s ,or
th# instrutor:
Con,id#ntia" Pa-# 61

OC3 8rameor)
Th# OCM ?ra*#;or! is th# #3#ution *#thod us#d to d#"i4#r th# strat#-$: It d#sri+#s: Ho; th#
strat#-$ ;i"" +# ahi#4#d@ Fhat ;or! ;i"" +# don#@ Fho ;i"" do th# ;or!@ Fh#n and in ;hat
s#Au#n# th# ;or! is to +# don#: Th# dia-ra* +#"o; d#%its th# ,ra*#;or! s#tions and
in"ud#s: For!%"an2 Too"s J T#*%"at#s2 Instrutions J T#hniAu#s2 D#"i4#ra+"#s2 and M#asur#s
J Sor#ard:
This OCM ?ra*#;or! dia-ra* is th# !#$ to th# Or-ani7ationa" Chan-# Mana-#*#nt strutur#:
Cor)plan
?or #ah %has# o, th# %ro-ra* th# OCM t#a* ;i"" r#at# a ;or!%"an usin- Miroso,t Pro5#t and
in o*%"ian# ;ith %ro#dur#s out"in#d +$ th# ERP Go"d#n Gat# Initiati4# Pro5#t O,,i#: Th#
;or!%"an ;i"" ontain th# ,o""o;in- #"#*#nts:
o Ati4it$CTas! D th# !#$ st#%s to o*%"#t# an ati4it$
o D#"i4#ra+"#s D th# s%#i,i it#* or ;or! %rodut th# t#a* n##ds to o*%"#t#:
o R#sour#s D th# t#a* *#*+#r8s9 assi-n#d to o*%"#t# a -i4#n ati4it$2 tas! or
d#"i4#ra+"#: Th# r#sour# assi-n*#nts do not in"ud# #4#nt %artii%ants
o P#r#nta-# Co*%"#t# D Status ;i"" +# o*%"#t#d #nd o, #ah ;##! and th# ;or!%"an ;i""
+# u%dat#d and su+*itt#d to th# PMO
o Start Dat# D B#-in Tas!2 Ati4it$2 Sta-# and Phas#
o ?inish Dat# / Co*%"#t# Tas!2 Ati4it$2 Sta-# and Phas#
o Duration D L#n-th o, ti*# in a"#ndar da$s to o*%"#t# Tas!2 Ati4it$2 Sta-# and Phas#
Con,id#ntia" Pa-# 6E

5ools % 5emplates
Th# OCM t#a* ;i"" "#4#ra-# a 4ari#t$ o, too"s and t#*%"at#s to o*%"#t# 4arious ati4iti#s ,or th#
%ro-ra*: Eah too" and t#*%"at# *a$ a"so n##d usto*i7ation +as#d on th# %ro5#t o+5#ti4#s
and su%%ort a4ai"a+"# ,ro* th# %ro5#t t#a*:
<nstructions % 5echniAues
Th# ,ra*#;or! in"ud#s instrutions and t#hniAu#s ,or ho; to a%%"$ th# so"utions2 too"s and
t#*%"at#s:
Deliverables
As th# d#"i4#ra+"#s ar# d#4#"o%#d2 th#$ ar# %u""#d into th# ,ra*#;or! ,or ,utur# r#,#r#n# and
%ossi+"# r#us# +$ oth#r %ro5#t initiati4#s:
D
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v
e
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P
r
o
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OCM
&randing %
Communication
#trategy
OCM
&randing %
Communication
#trategy
Chan-# Co**uniation
Tatia" P"an
Chan-# Co**uniation
Tatia" P"an
Chan-# Co**uniation
Th#*#/+as#d M#ssa-# Ma%
Chan-# Co**uniation
Th#*#/+as#d M#ssa-# Ma%
Pro5#t S%#i,i
Co**uniation
Mat#ria"s2
Co""at#ra"2 Co%$
Pro5#t S%#i,i
Co**uniation
Mat#ria"s2
Co""at#ra"2 Co%$
Co**uniation
E,,#ti4#n#ss
Monitorin-
Sur4#$s
Co**uniation
E,,#ti4#n#ss
Monitorin-
Sur4#$s
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OCM
&randing %
Communication
#trategy
OCM
&randing %
Communication
#trategy
Chan-# Co**uniation
Tatia" P"an
Chan-# Co**uniation
Tatia" P"an
Chan-# Co**uniation
Th#*#/+as#d M#ssa-# Ma%
Chan-# Co**uniation
Th#*#/+as#d M#ssa-# Ma%
Pro5#t S%#i,i
Co**uniation
Mat#ria"s2
Co""at#ra"2 Co%$
Pro5#t S%#i,i
Co**uniation
Mat#ria"s2
Co""at#ra"2 Co%$
Co**uniation
E,,#ti4#n#ss
Monitorin-
Sur4#$s
Co**uniation
E,,#ti4#n#ss
Monitorin-
Sur4#$s
3easures % #corecard
Ch#!%oints ,or a -ood *#asur#*#nt s$st#*: This t#hniAu# is us#d at an$ %oint in th# %ro5#t
to assur# that th#r# is an ad#Auat# s$st#* in %"a# to *#asur# %ro-r#ss: ?or #ah OCM
o*%on#nt2 th# t#a* ;i"" #nsur# that th#r# ar# "#ar d#"i4#ra+"#s id#nti,i#d and that indi4idua"
aounta+i"iti#s ar# assi-n#d: Th#r# ar# ,i4# h#! %oints that ;i"" +# us#d ,or th# *#asur#*#nt
s$st#* o, th# OCM T#a*:
o Ch#!%oint ( DA"" t#a* *#*+#rs !no; and a-r## u%on th# o+5#ti4#s o, th# %ro5#t and
th# ro"# o, th# OCM T#a*
o Ch#!%oint & D Mi"#ston#s and d#"i4#ra+"#s ,or #ah !#$ OCM o*%on#nt ar# d#,in#d@
h#! ,or a"i-n*#nt ;ith oth#r int#rna" -oa"s and #3t#rna" issu#s
o Ch#!%oint 6 D Assi-n indi4idua" or t#a* aounta+i"it$ ,or d#"i4#ra+"#s and *i"#ston#s
o Ch#!%oint . D Id#nti,$ #3istin- *#asur#s that ;i"" -#n#rat# data to tra! %ro-r#ss@ a-r##
u%on +as#"in# ;h#r# a%%"ia+"#
o Ch#!%oint 1 D Id#nti,$ an$ n#; *#asur#s that ;i"" n##d to +# %ut in %"a# to a%tur#
oth#r ritia" data
Fh#n th# *#asur#*#nt s$st#* is s#t u% and ,untionin-2 sta!#ho"d#rs ar# r#-u"ar"$ u%dat#d ;ith
on# %a-# r#%orts:
Con,id#ntia" Pa-# 6G

Th# *#asur#*#nt %"an ;i"" h#"% *onitor %ro-r#ss o, th# OCM Tra! in a ti*#"$ and aurat#
*ann#r:
Th# %ur%os# o, Or-ani7ationa" Chan-# Mana-#*#nt is to #nsur# as s*ooth as %ossi+"# an
i*%"#*#ntation o, ERP Go"d#n Gat# Initiati4#: Th# su#ss rit#ria2 i:#: ho; ;# *#asur#
;h#th#r or not ;# ha4# +##n su#ss,u"2 ar# "#ss tan-i+"# in th# ar#a o, han-# *ana-#*#nt
and o**uniation than in oth#r ar#as o, %ro5#t *ana-#*#nt: It is o, u%*ost i*%ortan#2
ho;#4#r2 to #nsur# that th# *#thodo"o-i#s and strat#-i#s d#sri+#d h#r#in ar# uti"i7#d and
#4a"uat#d ontinuous"$ throu-hout th# %ro5#t "i,#$"#:
Con,id#ntia" Pa-# 6H

Conclusion
Th# Or-ani7ationa" Chan-# Mana-#*#nt Strat#-$ has d#sri+#d th# o4#ra"" %ur%os#2 a%%roah2
o+5#ti4#s and so%# o, th# Or-ani7ation Chan-# Mana-#*#nt #,,ort ,or th# ERP Go"d#n Gat#
Initiati4#: Th# %ri*ar$ 4a"u# o, th# strat#-$ is to ,or*a"i7# th# o4#ra""2 hi-h/"#4#" -uid#"in#s ,or
han-# *ana-#*#nt ;ithin th# %ro5#t: Th# strat#-$ d#sri+#s th# o*%on#nts o, th# OCM
,ra*#;or! to #3#ut# and r#a"i7# th# OCM Strat#-$ and th# so%# o, th# #,,ort:
In addition to this strat#-$ dou*#nt2 th# OCM t#a* ;i"" +# d#4#"o%in- a strat#-$ dou*#nt ,or
trainin-: This dou*#nt ;i"" ,urth#r d#,in# th# a%%roah and -uidin- %rini%"#s that ;i"" +# us#d to
-uid# th# ;or! in that ar#a:
La;son Produts ;i"" +# "#4#ra-in- th# han-# *ana-#*#nt *#thodo"o-$ o, Ca%-#*ini to -uid#
and su%%ort th# #,,orts o, this ;or!: T#*%"at#s and too"s ha4# +##n tai"or#d to *##t th# s%#i,i
n##ds o, La;son Produts +ut *a$ n##d ,urth#r r#4ision d#%#ndin- u%on th# o+5#ti4#s o, th#
%ro5#t:
Con,id#ntia" Pa-# 60