Selection and training of super-users for ERP implementation projects

Abstract

The concept of super-users as a means to facilitate Enterprise resource planning (ERP) implementation projects has recently taken a foothold in practice but remains largely unexplored from an academic perspective. In particular, little is known about the selection and training processes required to successfully develop skilled super-users in practice. To address this research gap, we analyze the case of an ERP implementation program at Vestas, the world’s largest manufacturer of wind turbines. We combine Katz’s widely accepted skill measurement model with the process observed in practice to describe and validate a model of super-user selection and training. The resulting model contains a systematic process of super-user development and highlights the specific skills required in different phases of the selection and training process. Our results from a comparative assessment of management expectations and super-user skills show that the model can be successfully applied and thus serve as a template for practitioners confronted with similar challenges.