• Don Hansen

Case Study: Project Rescue for SAP Implementation

Client Detail:

The client, a national food manufacturing company headquartered in Phoenix, Arizona with over 4,500 employees, was implementing an on-premise version of SAP and business warehouse to ultimately migrate all US operations to the current SAP system. There were previous attempts at implementing SAP that were unsuccessful. In addition to systems migration, their desire was to improve and standardize business processes.

The Challenge:

The client engaged MSS Business Transformation Advisory (MSSBTA) to provide SAP Organizational Change Management (OCM) advisory services. This included:

  • Partnering with the system integrator’s OCM and training consultants to support the development and management of internal communications, supporting the engagement of senior leaders, and facilitating the readiness of managers and supervisors.

  • Managing organizational restructuring and associated change plans needed because of the SAP implementation

When the client engaged MSSBTA, senior leadership asked that existing OCM and end-user training programs be assessed. Two assessments were completed, focusing on:

  • Detailed assessments of change impacts (process and transactional) based on an approved cross-functional solution and an understanding of how individual jobs would be impacted

  • Senior leadership’s understanding and approval of the new solutions and the resulting changes to be implemented. This included awareness and approval of revisions to staffing levels and any restructuring recommendations (whether temporary or permanent) due to changes in job responsibilities and workload

  • Plans and materials to help managers and supervisors communicate specific process and job changes to their direct reports, and other impacted personnel (both internal and external)

  • Design, development, and delivery of end user training programs focusing on process and transactions (the day-to-day work with SAP). This included plans for user support, such as access to transactional documentation and other support methods once the new system and processes were implemented

Our Solution:

MSSBTA leveraged our proprietary Leadership, Governance, and Accountability framework to uncover risks. Governance was established with necessary Steering Committees and the Project Management Office, which identified critical issues to be addressed without impact.

Because of continued risk, a complete cross-functional solution that addressed the identified current and future needs of the business was recommended. This solution highlighted all job impacts and changes, and how those would be effectively transferred to the business users.

The Results:

A project at risk of failure was mitigated with MSSBTA’s consulting. Throughout the engagement, our consultant was key in identifying and communicating gaps along with potential business impact once the new system with live. The client continued to identify critical issues related to system integrator vendor performance, that uncovered the need to put the project on pause, terminate the relationship with the system integrator, and revisit the project plan. MSSBTA was a valued partner helping the client arrive at this decision and creating an interim planning approach.


  • Leadership, Governance, and Accountability

  • User readiness assessments for organizational change management and end-user training

  • End-user training development including super-user program with logistics approach

  • Internal and external communications support

  • Super-user program

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