Bringing an ERP Implementation Under Control Case Study

View this page in: Français

CLIENT: A growing specialty retailer

The challenge

PwC Canada’s Retail Consulting Services was retained by the CFO of a growing specialty retailer to assist in bringing a failed an ERP implementation back under control.

Our approach

PwC Canada’s Retail Consulting Services was engaged to identify specific functional issues faced during the recent systems implementation and bring the project under control to realizing anticipated benefits. We determined that:

  • Reporting was the #1 issue. Users were not satisfied with tools, and are experienced significant “pain” in creating reports
  • Improved communication and increased training was required to fully leverage the tools
  • Many of the issues are a result of poorly executed implementation
  • Objectives were not well communicated and business case not adequate

PwC Canada’s Retail Consulting Services also identified underlying causes of system implementation problems and provide recommendations to improve the Client’s ability to effectively select and implement package systems in the future. What we found:

  • An RFP had not been performed and the vendor selection criteria was unclear
  • Business benefits and savings were not explicitly defined in the Charter; the business has realized minimal process or reporting efficiencies
  • According to the Charter, the objectives were met; but the objectives of the business from a process or user standpoint have not been met

The result

  • Overall – the project was put back on track, and processes to ensure future implementations success were documented
  • Accounts Payable (expenses) was a rapid success; AP reporting is improved, system is faster and processes are more “electronic”; Headcount efficiencies were realized
  • Early difficulties with Fixed Assets have been overcome with the introduction of an experienced user (training)
  • Common reports and reporting templates were developed with report writer
  • A categorized, prioritized, meaningful list of issues was catalogued with resolution types and action steps