An ERP implementation partner should not simply install software. They should help the business achieve measurable operational improvement—and be prepared to be held accountable for their part in delivering it.
Five expectations to establish from the outset
- Business outcomes: define improvements in delivery, inventory, cash, productivity, control and management information—not just modules going live.
- Senior expertise: name the experienced people who will remain involved throughout delivery.
- Clear governance: make plans, dependencies, risks, decisions and escalation routes transparent.
- User adoption: treat process ownership, training, testing and change activity as core delivery work.
- Measurable benefits: establish a baseline, success measures and post-implementation tracking.
A strong partner will challenge unnecessary customisation, be honest about product limitations and leave the client capable of operating and improving the solution.
The contract may be for a system. The leadership expectation should be business value.