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Delivering training for highly demanding information systems

Delivering training for highly demanding information systems

Norton, Andrew Lawson, Coulson-Thomas, Yvette May, Coulson-Thomas, Colin Joseph and Ashurst, Colin (2012) Delivering training for highly demanding information systems. European Journal of Training and Development, 36 (6). pp. 646-662. ISSN 2046-9012 (doi:

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Purpose – There is a lack of research covering the training requirements of organisations implementing highly demanding information systems (HDISs). The aim of this paper is to help in the understanding of appropriate training requirements for such systems.

Design/methodology/approach – This research investigates the training delivery within a customer-facing organisation that successfully implemented an HDIS. A case study was undertaken to identify resource allocation during the implementation lifecycle and training guidelines were prepared following in-depth interviews with client and supplier consultant practitioners.

Findings – Organisations implementing HDISs should invest in training throughout the implementation lifecycle. Two areas of training were found to be of importance: end-user training to avoid technical-isomorphism and post-implementation training to avoid system atrophy.

Practical implications – Literature shows that training attracts the smallest proportion of the implementation resources. This research shows, however, the critical role training plays in delivering a successful HDIS implementation.

Originality/value – The phasing of training requirements allows training resources to be allocated more effectively into end-user and post-implementation training, which is necessary for the full benefits of HDIS to be realised.

Item Type: Article
Uncontrolled Keywords: ERPII implementation, implementation lifecycle, critical success factors, training requirements, ERPII implementation training, benefits realisation, customer relationship management
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
Faculty / School / Research Centre / Research Group: Faculty of Business > Department of Human Resources & Organisational Behaviour
Related URLs:
Last Modified: 14 Oct 2016 09:24

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