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How to analyze the late operation and maintenance research in the ERP project, in view of this problem, this article introduces the corresponding analysis and solution in detail, hoping to help more partners who want to solve this problem to find a more simple and feasible method.

1. Introduction

In the era of knowledge economy, knowledge and information have become important resources for enterprises. only by constantly discovering, managing and using knowledge and information, can enterprises be in an invincible position in the fierce market competition. The level of enterprise informatization has become a key factor affecting the development of enterprises.

Enterprise Resource Planning (Enterprise Resource Planning,ERP) is an important technology and management system of enterprise informatization. It represents the contemporary advanced enterprise management mode and technology, and can improve the overall management efficiency and market competitiveness of enterprises. In order to improve their competitiveness, domestic enterprises have launched the ERP system. The wide application of these ERP systems in China has improved the level of enterprise management to a certain extent and played an important role in reducing the operating cost of enterprises.

At the same time, the implementation of ERP system also brings huge risks to enterprises, including the risk of early decision-making, the risk of medium-term implementation and the risk of late operation and maintenance. At one point in China, there was a saying that "do not wait for death on ERP, but seek death on ERP". Enterprise informatization in China started relatively late, and there is still a lack of research on the construction of enterprise informatization in China, especially on the operation and maintenance of ERP system. This paper makes a comprehensive study on the operation and maintenance of ERP system.

2. The position of operation and maintenance in ERP project.

For such a huge information management system as ERP, launching does not mean the end of the project. On the contrary, ensuring the normal and perfect operation of the system is a process of continuous improvement. Especially in the 1-3 years after the normal launch of the system, users have been familiar with the entire ERP system to a certain extent, and on the basis of their own business knowledge, they will put forward some possible improvement schemes according to the actual situation of the business.

ERP project is a process of continuous improvement. Whether it is system implementation or system guarantee, or system optimization or system expansion, the stability of the system must be ensured through six steps: project evaluation, project preparation, blueprint design, system implementation, on-line preparation, and online support. The continuous improvement process of ERP project is shown in figure 1.

When ERP was first launched, the focus was to cooperate with the production and operation of the enterprise to ensure the normal operation of the system, but in the later stage of operation and maintenance, its focus has been different. The main purpose of this stage is to improve the efficiency of business operation, make up for the shortcomings of the online implementation process, and meet the business needs.

It can be said that the enterprises that have successfully completed the ERP implementation project have not reached the final destination, but only reached a milestone in the ERP system project, and the longer process is the later operation and maintenance management activities.

3. Three stages of ERP operation and maintenance

The ERP project is a process of continuous improvement. The operation and maintenance management activities after the launch of the ERP system can be divided into three stages.

The first stage, the system guarantee stage. At this stage, it is mainly the process that all the ERP system operators strive to maintain the normal operation of the ERP system and solve the problems such as system data errors and user operation errors.

The second stage, the system optimization stage. At this stage, ERP operation and maintenance personnel will cooperate with the actual business personnel to optimize the system to a state that meets the actual business requirements, which is a process of system optimization.

The third stage, the system expansion stage. At this stage, the ERP system has been generally accepted by the company's employees. With the change of technology and market, we can consider expanding some system modules to achieve better business results.

The expansion of the system will cause the operation and maintenance of ERP to enter the first and second stages of the new round.

4. ERP operation and maintenance support system

Generally speaking, the operation and maintenance support system of ERP is mainly divided into three levels, namely, key users, internal consultants and external consultants.

The first layer is the key users, that is, the operators who are in direct contact with the end users. They are generally the business backbone of various business entity units, communicating business needs, receiving training and system testing with ERP implementation consultants during the ERP decision-making and implementation launch phase. They serve as a bridge between internal consultants and end users and facilitate communication between both sides.

The second layer is the internal consultant, that is, the personnel of the enterprise ERP system support center or the information center. They are involved in the whole process from the preparation of the ERP project to the launch of the system and the later stage of operation and maintenance. they are quite familiar with the whole ERP system and belong to independent information support personnel. They act as a bridge between key users and external consultants to help key users of business units solve problems and supervise and guide business processes while learning new knowledge quickly.

The third layer, external consultants, also known as operation and maintenance consultants, are professional and technical personnel of ERP implementation companies. Mainly put forward the solution to the problem macroscopically, work with the internal consultant to implement the business optimization scheme, guide the internal consultant to solve the user's problem, and realize the knowledge transfer, and develop the corresponding module when the user has new functional requirements for ERP.

In the whole operation and maintenance system, in addition to the above three levels, end users and department leaders should also participate in the operation and maintenance process. It can be said that the operation and maintenance of ERP is the work of all the employees of an enterprise.

5. Knowledge representation in ERP operation and maintenance.

From the ERP operation and maintenance support system, we can see that there are three main types of personnel involved in ERP operation and maintenance, namely, end-users of the ERP system, internal consultants and external consultants. They have participated in the early decision-making and medium-term implementation of ERP, and have a more comprehensive understanding and mastery of the ERP system, so they will also be the main participants in the late operation and maintenance of ERP.

Analyzing the process of ERP operation and maintenance, we can find that this process is a simple knowledge management process of knowledge acquisition, knowledge sharing, knowledge application and knowledge innovation, as shown in figure 3.

6. Problems to be solved urgently in the stage of ERP operation and maintenance.

In the actual ERP project, when the ERP is online, it will enter a continuous improvement operation and maintenance process to ensure the normal operation of the system. In this process, there are a large number of problems that need to be solved.

6.1 users need to strengthen training

ERP is an advanced and effective management thought and method, which borrows a new management mode to transform the old management mode of the enterprise. Although the ERP project has entered the stage of operation and maintenance, the users of the system have not changed their ideas and have not fundamentally mastered the corresponding knowledge, which leads to a large number of problems. If we want to achieve the success of ERP operation and maintenance, we must pay attention to training.

For the training of ERP operation and maintenance, we must carry out systematic training according to content, personnel and management levels, so as to improve management concepts and technical skills. At the same time, the training must have a complete training knowledge base, paying attention to the science, effectiveness, practicability and reuse of the knowledge base. Only in this way can all employees truly accept ERP in concept and avoid problems such as data and inadequate system.

6.2 Business staff are highly dependent

For the normal ERP operation and maintenance, the main personnel involved in the operation and maintenance are from within the company that launched the ERP project. But in the actual ERP project operation and maintenance process, the company's internal operation and maintenance personnel do not adapt to the entire ERP system, or professional implementation consultants to help the company's internal staff to the operation and maintenance. People within the company are highly dependent and form a vicious circle.

In order to solve this problem, the company must increase the system maintenance personnel and participate in the daily system maintenance, report modification, function development and other work, so as to realize the effective transfer of knowledge within the company, so as to train their own internal operation and maintenance personnel. train strength for future maintenance. At the same time, it should be pointed out that in the process of ERP operation and maintenance, some knowledge transfer can not be achieved after a few training, and operation and maintenance personnel are required to gradually summarize, apply and innovate in the actual work.

6.3 there are a lot of problems in the use of ERP

The operation and maintenance process of ERP project is a process of constantly solving problems, optimizing the system and putting forward new functions. Therefore, it is inevitable that there will be problems in the process of operation and maintenance, especially in the initial stage of launch, due to insufficient training in the process of launch, inaccurate data imported during launch, and misoperation of business personnel, there will be problems in the ERP system, which need to be solved by operation and maintenance personnel.

In the process of solving the problem, the ERP operation and maintenance personnel should, on the one hand, file the corresponding solutions, so that the next time they deal with the same problem, on the other hand, the operation and maintenance personnel should guide the users to try to solve the problem, so as to achieve the effect of wild education and fishing and metallurgy, and improve the enterprise information level as a whole.

6.4 Operation and maintenance knowledge needs to be managed

The process of operation and maintenance of ERP system is not only to solve problems, but also lies in the management of operation and maintenance knowledge, the establishment of operation and maintenance knowledge base, reflecting the value of operation and maintenance knowledge. In the actual process of operation and maintenance, it is often found that most of the questions raised by business personnel are repetitive problems, and the problem summarizer does not review them, but simply lists them, which does not play the role of department information personnel. And for the questions have been answered, there is no implementation of the relevant responsibilities, tasks, not to mention the summary of the problems and knowledge precipitation.

The company's business staff have dependence when using the ERP system, and sometimes they all raise daily problems, which can be solved by themselves after improving their personal learning ability. However, they directly submit these problems to the operation and maintenance personnel, so they are unable to identify, acquire, apply, share and innovate knowledge, which increases the difficulty of operation and maintenance, and cannot meet the requirements of enterprise informationization. in the future operation and maintenance work should be gradually solved.

This is the answer to the question on how to analyze the late operation and maintenance research in the ERP project. I hope the above content can be of some help to you. If you still have a lot of doubts to be solved, you can follow the industry information channel for more related knowledge.

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