Enterprise Systems for Management, 2e (Motiwalla/Thompson)
Chapter 7 Operational and Post-Implementation
1) The ERP implementation phase is just after the go live phase.
2) A readiness assessment should be conducted before going live.
3) The readiness process should only include key “super” users.
4) The stabilization period is from the go live date to about 90 days after, or until the number of
issues to be fixed is reduced to a manageable number.
5) Work on the system development should continue during the stabilization period.
6) Once the system is in the production phase, there is no further need for training.
7) Training should gear up during the readiness process.
8) The assessment of readiness should start just before the go live date.
9) Elaborate readiness checkpoints help insure that the go live process is smooth.
10) The readiness process will focus on assessing whether the system configuration is ready for
go live.
11) Everything should be completed and ready for testing at the first readiness checkpoint.
12) The readiness process will clarify what needs to be done and provide more focus for the
project team.
13) There should be at least three readiness reviews before the ultimate decision to go live.
14) The readiness review status and the go live date should only be communicated to the team
leads.
15) The process for determining readiness consists of a series of meetings and discussions on the
status of each of the area tasks.
16) The PMO is the Project Maintenance Office.
17) If everything isn’t ready by the first readiness assessment, the go live date should be pushed
back.
18) Senior management should review each of the readiness assessment reports.
19) It is only necessary to train the key users of the system in each functional area.
20) Training for users should focus on how they will use the new system for daily processing of
transactions.
21) For security reasons, users should only train on the practice instance in the training labs.
22) A practice instance should use real data and configurations.
23) Training should be a continuous process even after the system is live.
24) To be effective, organizations should choose one training format and stick with it.
25) ERP system training should focus on showing users where to point and click in the
applications.
26) Training helps users interact with the ERP system while managing helps them understand
how their work is related to the processes and people in other departments.
27) Even though it should be conducted just-in-time, training often gets put into the post-
implementation schedule because the project schedule gets compressed.
28) During the stabilization process, it is important to initiate all issues and track them to
resolution.
29) If the ERP system is turned on for the first time on Monday and sales people cannot login to
get their sales report, this would be an example of a stabilization issue that needs to be tracked
and debugged.
30) During the stabilization period, the IT staff will be monitoring the phone lines for response
times and ensure that appropriate backups are made.
31) In the parallel implementation approach, the new ERP system is operated concurrently with
the competition’s.
32) Some ERP system problems can be identified in advance but others can only be identified in
real-time use of the system.
33) Post production design is concerned with managing the daily operations of the new ERP
system.
34) One problem with running the old legacy system in parallel with the new ERP system is that
this can lower the effort and cost required to operate the system.
35) To better understand the effectiveness of the new ERP system, it is important to have key
measurement in place after the go-live phase.
36) The first tier of the support process usually involves a help desk or a Call Center.
37) System process questions are usually handled by the vendor experts in the second tier of the
support process.
38) Tier three of the support process usually involves a combination of technical staff along with
vendor support.
39) After the implementation, data migration must be conducted periodically to ensure that the
system is being used correctly and that data entry processes are being followed.
40) A web-based ________ can be a good way to add support to users during the post-
implementation phase.
A) order entry
B) FAQ
C) module portfolio
D) change management document
41) As time goes on, existing users and new employees will need continuous ________ on the
ERP system.
A) management
B) growth
C) training
D) functional requirements
42) Tracking and resolving day-to-day issues with the new ERP system is the job of the:
A) technical staff.
B) Steering Committee.
C) Project Management Office.
D) Help Desk.
43) Data validation is mostly accomplished by developing detail ________ that identify data
problems within the new system.
A) scenarios
B) function modules
C) applications
D) reports
44) The ability to identify and correct bad data will be part of the ________ process.
A) design
B) stabilization
C) maintenance
D) go live
45) When there are large amounts of data that need to be updated, a(n) ________ should be
available for this.
A) mass update process
B) ETL tool
C) data correction protocol
D) data scrubbing partner
46) It is important that the ERP system ________ as the company grows and changes.
A) develops
B) evolves
C) decreases in scope
D) remains static
47) When an employee leaves the company, it is important to take time to address the ________
problem.
A) awareness
B) training
C) transfer
D) configuration
48) Knowledge and skill transfer should be an integral part of the ________ plan from day one.
A) integration
B) migration
C) implementation
D) development
49) Making sure that users can connect to the production server from their various sites is a
measure of ________ readiness.
A) design
B) post implementation
C) functional
D) technical infrastructure
50) In the go live and stabilization phases, the ________ is likely to change.
A) design
B) contract
C) hardware vendor
D) team composition
51) The first task of the ________ plan should be monitoring the transition from the one phase to
the other, enabling a smooth transfer of knowledge.
A) design
B) functional requirements
C) knowledge management
D) transition
E) cut-over
52) From the operational perspective, during the definition and build phases, it is important to
document the ________ and how they are mapped to the ERP software.
A) legacy systems
B) functional requirements
C) databases
D) business processes
53) In the go-live and stabilization phases, the ________ is replaced by the Application COE.
A) legacy system
B) ERP COE
C) database
D) business process
54) ________ systems help to streamline the process of knowledge and skill transfer.
A) Legacy
B) Knowledge management
C) Data warehouse
D) Skill transfer
55) Having a(n) ________ will eliminate confusion, duplication, and losing data.
A) ETL tool
B) ERP system
C) centralized data repository
D) PMO
56) The readiness process must be planned and organized well in advance of the ________ date.
A) go-live
B) build
C) stabilization
D) system transfer
57) Because it is likely that key team members will leave during the project, it is important to
have a ________ plan in place.
A) functional operation
B) changes management
C) knowledge transfer
D) component mapping
58) An elaborate readiness process is considered to a(n):
A) process management scenarios.
B) change management prerequisite.
C) “best practice.”
D) key project indicator.
59) The time from the go-live date until about 90 days after is known as the ________ period.
A) stabilization
B) readiness
C) maintenance
D) post-support
60) ________ should start during the readiness process and continue through stabilization
through to the post production support phase.
A) Assessment
B) Training
C) Process mapping
D) Data migration
61) The go live ________ process will clarify the progress towards completing the activities and
identify the major issues on which to focus before going live.
A) development
B) readiness
C) outsourcing
D) integration
E) data migration
62) Go live readiness reviews involve ________ the current metrics related to what remains to be
completed.
A) documenting
B) purchasing
C) outsourcing
D) refining
63) With the second and subsequent readiness reviews, the ________ should be assessed to see if
it is still feasible.
A) statement of intent
B) scope document
C) go-live date
D) functional requirements document
64) Training must be provided to the system users using ________ and examples.
A) DVDs
B) real data
C) applications
D) practice systems
65) Most issues during and after an ERP implementation are related to ________ and culture.
A) software
B) hardware
C) people
D) data
E) none of the above
66) ________ is usually the first activity to be cut when an ERP project goes over budget.
A) Managing
B) Consulting
C) Designing
D) Training
E) none of the above
67) The ________ process begins when the ERP system software is in production, initial training
is complete and conversion of critical data is done.
A) initiation
B) stabilization
C) implementation
D) socialization
E) none of the above
68) To make sure that it receives adequate funding and room in the project schedule, training
should be endorsed by ________ management.
A) senior
B) operational
C) lower level
D) casual
E) none of the above
69) After the ERP system goes live, the organization will need to shift into a ________ process.
A) initiation
B) implementation
C) stabilization
D) socialization
E) all of the above
70) During the stabilization period, subject matter experts should be prepared to help ________
from their departments to learn to use the system.
A) consultants
B) users
C) attorneys
D) vendors
E) none of the above
71) The stabilization period is characterized by ________ hours, many problems and lots of
anxiety.
A) short
B) long
C) less
D) all of the above
72) Users may be frustrated with the new ERP system because activities that were simple to do
in the old legacy system now seem much ________ in the new system.
A) easier
B) faster
C) more complex
D) cheaper
E) none of the above
73) Most user problems with the new ERP system are due to a lack of understanding of the
system and how business ________ interact with the system.
A) processes
B) people
C) data
D) software
E) all of the above
74) Basic problems, such as password problems or user access, are usually handled by the
________ tier of the support process.
A) top
B) executive
C) attorney
D) first
E) none of the above
75) The help desk will enlist the support of ________ to help users across the organization.
A) consultants
B) key users
C) executives
D) consultants
E) none of the above
76) Why is training so important for ERP implementations? What are some of the ways it can be
delivered?
77) What is the difference between ERP training and education? What is the cause of most of the
issues in ERP implementations?
78) What is the stabilization process? Why is it so critical?
79) Describe some of the typical user issues and activities that may arise during the stabilization
period.
80) What is the post product support phase? Describe some of the activities that must occur here.
81) Describe the three tiers of the typical support process.
82) What is knowledge transfer and why is it important for ERP implementations?
83) How does an organization know when it is ready to go live with the new ERP system?