Business Challenge

• The company planned the implementation of a new worldwide CRM/ERP system
• Processes have not been defined yet but roll-out was supposed to happen within 16 weeks
• Training concept coming from the US headquarter only addressed the system functionality
• Top Management saw high risk to fail during the CRM/ERP implementation

Approach

• Conduct risk assessment and assign mitigation actions to each risk
• Gather and document the business process
• Setup communication processes for fast issue resolution and decision making decisions during roll-out (war room concept)
• Encourage people to raise risks and issues in a timely manner throughout the implementation
• Apply standard tools of Change Management, i.e. communication plans, train-the-trainer concept

Results

• The company's regional systems roll-out in Thailand, Myanmar, and Vietnam was the most successful roll-out in the world