The Design and implementation of a new ERP system came with unique tools and the opportunity to take the Master Data Management several levels up. Through focused Business Change Management, the organization ensured that these advancements delivered their full business value on time.
Success Stories
Successfully Harmonized Global Customer Master Data - Thanks to Dedicated Change Management Effort
Challenge
Several high-impact business improvements relied on transforming Master Data Management. However, past attempts at smaller-scale improvements struggled to change ways of working across divisions, entities, and geographies.
The CEO recognized that enhanced Master Data Management must be improved to drive the digital transformation. For years, efforts to consolidate customer and supplier data across disparate geographies, systems, and processes had been hindered by prohibitive costs and complexity. The new ERP system offered a long-awaited solution by consolidating fragmented databases and integrating functions across the globe. The potential benefits were clear: harmonized customer and supplier data would streamline operations, improve decision-making, and create a unified view of key metrics.
However, the CEO’s previous experience had taught him that Master Data Management success required more than just technology. Achieving the vision would depend on people aligning on definitions and categories, implementing them consistently across the organization, and rigorously maintaining data quality standards. This meant a fundamental shift in the ways of working for many employees.
Implementation
To address these challenges, a comprehensive Change Management strategy was implemented, ensuring that the transformation was successful and sustainable:
- Change Communication ensured that everybody understood what the goals for the company were and what was at stake. The change was made transparent in size, content and timelines, responding to the information needs of staff in the finance and customer service department through supplier and customer managers up to Middle and Top Management.
- A dedicated Change Management effort ensured engagement of everybody who needed to contribute through the co-development of implementation approach for each area impacted.
- Capability Building and Training efforts helped everybody to exactly understand what was expected from them and to have the skills and knowledge needed to successfully execute.
- Facilitated harmonization helped to speed up the process of aligning on terms and definitions across countries and functions.
Achievements
The change management approach enabled a swift and seamless adoption of new rules and ways of working, resulting in significant improvements in data quality within tight deadlines. One key achievement was the on-time implementation of harmonized customer master data templates, which included associated governance to ensure consistency and reliability. Additionally, standardized processes were established for creating and modifying customer master data, streamlining workflows across the organization.
A unified global data architecture was introduced, supported by fast and reliable master data distribution through APIs, enabling efficient and accurate data sharing. Improved data quality was achieved through the implementation of unique governance practices and harmonized quality controls that aligned with global standards. Additionally, commercial and financial reporting was enhanced through the use of consistent, high-quality data, providing a clearer and more reliable basis for decision-making.
This transformation not only accomplished its immediate objectives but also laid the groundwork for long-term operational excellence. By unlocking the full potential of its ERP system, the organization is now positioned to drive sustained value and innovation across all functions.
Voices from the project
I believe successful transformations are as much about people as they are about data and strategy. It is rewarding to see how teamwork can bring people together, empowering us to embrace change. Overcoming challenges together builds strength and resilience, proving that true innovation arises when we combine diverse perspectives to make a real impact.
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