Chapter 13.1

Change Management

Stakeholder communication, resistance handling, executive sponsorship, and change champions.

Why Change Management Matters

ERP implementations fail more often due to people issues than technology issues. Users who don't understand why the change is happening, weren't involved in decisions, or feel threatened by new systems will resist adoption—consciously or unconsciously.

The Stakes

Studies consistently show that 50-70% of ERP implementation issues relate to change management, not technology. A perfectly configured system is worthless if users won't use it—or use it incorrectly.

Change Management Framework

CHANGE MANAGEMENT PILLARS
═══════════════════════════════════════════════════════════════

           AWARENESS         DESIRE          KNOWLEDGE
               │                │                │
               ▼                ▼                ▼
        ┌─────────────┐  ┌─────────────┐  ┌─────────────┐
        │  Why are    │  │  What's in  │  │  How do I   │
        │  we doing   │  │  it for me? │  │  do my job  │
        │  this?      │  │             │  │  now?       │
        └─────────────┘  └─────────────┘  └─────────────┘
               │                │                │
               ▼                ▼                ▼
           ABILITY          REINFORCEMENT
               │                │
               ▼                ▼
        ┌─────────────┐  ┌─────────────┐
        │  Can I do   │  │  Is the new │
        │  this in    │  │  way being  │
        │  real life? │  │  sustained? │
        └─────────────┘  └─────────────┘

(Based on ADKAR model by Prosci)

Stakeholder Analysis

Stakeholder Categories

Group Concerns Communication Approach
Executive Leadership ROI, timeline, risk Business case, KPIs, status dashboards
Middle Management Team productivity, reporting, control Process improvements, visibility benefits
Power Users Workflow efficiency, feature depth Early involvement, feature demonstrations
End Users Job security, learning curve, daily tasks Training, quick wins, support availability
IT Team Integration, maintenance, security Technical training, admin handoff

Executive Sponsorship

Active executive sponsorship is the single most important success factor. "Active" means visible, ongoing participation—not just signing off on the budget.

Executive Sponsor Responsibilities

  • Communicate the "why": Explain strategic importance to the organization
  • Remove obstacles: Clear roadblocks, resolve conflicts, prioritize resources
  • Model behavior: Use the system, attend training, demonstrate commitment
  • Celebrate wins: Recognize successes publicly
  • Address resistance: Handle escalations with appropriate authority
Warning Signs of Weak Sponsorship
  • Executive delegates all communication to project team
  • No executive attendance at key milestones
  • Resource conflicts not resolved in favor of the project
  • Competing priorities announced without project adjustment

Change Champions Network

Change champions are respected employees who advocate for the new system within their teams. They're not necessarily managers—often peer influence is more powerful.

Champion Selection Criteria

  • Respected by peers (not just management favorites)
  • Open to change (but not blindly positive)
  • Good communicators
  • Understand current processes well
  • Willing to invest extra time

Champion Responsibilities

  • Attend additional training sessions
  • Provide feedback on training materials and processes
  • Answer peer questions during and after go-live
  • Report adoption issues to project team
  • Celebrate and share team successes

Handling Resistance

RESISTANCE PATTERNS AND RESPONSES
═══════════════════════════════════════════════════════════════

PATTERN: "This is just another system that will fail"
───────────────────────────────────────────────────────────────
Root cause: Past project failures, cynicism
Response: Acknowledge history, show what's different this time,
          demonstrate early wins, maintain transparency

PATTERN: "I don't have time for this"
───────────────────────────────────────────────────────────────
Root cause: Competing priorities, workload concerns
Response: Executive prioritization, workload relief during
          transition, show efficiency gains

PATTERN: "The old way works fine"
───────────────────────────────────────────────────────────────
Root cause: Comfort with status quo, fear of unknown
Response: Quantify problems with current state, involve in
          design, show personal benefits

PATTERN: "I wasn't consulted / This was decided for me"
───────────────────────────────────────────────────────────────
Root cause: Lack of involvement, feeling devalued
Response: Genuine inclusion going forward, acknowledge concern,
          find ways to incorporate input

PATTERN: Silent compliance (going through motions)
───────────────────────────────────────────────────────────────
Root cause: Disengagement, waiting for project to fail
Response: Most dangerous—requires 1:1 conversations,
          understanding underlying concerns

Communication Plan

Timing Audience Message Channel
Project Start All Staff Why, what, timeline overview All-hands meeting
Monthly All Staff Progress updates, upcoming activities Newsletter/Email
Design Complete Managers Process changes, team impacts Manager meeting
Pre-Training All Users Training schedule, expectations Email + Calendar
Pre-Go-Live All Staff Final prep, support resources All-hands + Email
Post-Go-Live All Staff Early wins, known issues, support Daily/Weekly updates
Consultant Insight

The best change management feels invisible—people feel informed and involved, not managed. Over-communicate during uncertainty, under-promise and over-deliver on timelines, and always close the loop on feedback. The worst thing you can do is ask for input and then visibly ignore it.

Chapter 13.2

Training Strategy

Role-based training plans, materials development, and train-the-trainer approach.

Training Principles

Effective NetSuite training isn't about teaching the software—it's about teaching people how to do their jobs using the software. This distinction matters.

TRAINING FOCUS COMPARISON
═══════════════════════════════════════════════════════════════

WRONG APPROACH (Software-Centric)
───────────────────────────────────────────────────────────────
"Here's how to create a sales order in NetSuite"
"Click here, then here, fill in these fields..."

Result: Users can follow steps but don't understand why

RIGHT APPROACH (Process-Centric)
───────────────────────────────────────────────────────────────
"When a customer calls to place an order, here's the process"
"First check inventory, then create the order, here's how
 to handle special requests..."

Result: Users understand the business process AND the system

Role-Based Training Plan

Different roles need different training. A one-size-fits-all approach wastes time and frustrates users who sit through irrelevant content.

Role Training Focus Duration
Order Entry Customers, sales orders, pricing, order status 4-8 hours
Accounts Receivable Invoicing, payments, deposits, collections 6-10 hours
Accounts Payable Vendor bills, payments, expense reports 6-10 hours
Warehouse Receiving, picking, packing, shipping 4-8 hours
Purchasing Purchase orders, receiving, vendor management 6-8 hours
Finance/Controller Journal entries, period close, reporting 10-16 hours
Sales CRM, opportunities, quotes, customer 360 4-8 hours
Administrator User management, customization, support 16-24 hours

Training Curriculum Structure

TRAINING CURRICULUM TEMPLATE
═══════════════════════════════════════════════════════════════

MODULE: [Role Name] Training
───────────────────────────────────────────────────────────────

Session 1: Navigation & Basics (All Roles)
• NetSuite login and security
• Dashboard navigation
• Global search
• Personal preferences
• Getting help

Session 2: [Primary Process]
• Process overview (why we do this)
• Step-by-step walkthrough
• Common variations
• Error handling
• Hands-on exercises

Session 3: [Secondary Process]
• [Same structure as Session 2]

Session 4: Reporting & Lookup
• Finding information
• Saved searches for this role
• Common reports
• Dashboard setup

Session 5: Practice & Q&A
• Scenario-based exercises
• Open questions
• Tips and shortcuts

Train-the-Trainer Approach

For larger organizations, training internal trainers is more scalable and sustainable than having consultants train every user.

When to Use Train-the-Trainer

  • More than 50 end users
  • Multiple locations or shifts
  • High turnover requiring ongoing training
  • Budget constraints on consultant time

Internal Trainer Selection

  • Subject matter expertise in their area
  • Comfort presenting to groups
  • Patience with varying skill levels
  • Respected by peers
  • Available for training development time

Train-the-Trainer Program

1
Core Training
→
2
Deep Dive
→
3
Practice Delivery
→
4
Observed Sessions
→
5
Independent

Training Materials Development

Materials Checklist

☐
Role-specific training guides (step-by-step)
☐
Quick reference cards (laminated one-pagers)
☐
Process flow diagrams
☐
Hands-on exercise scenarios
☐
Training environment with sample data
☐
Knowledge check quizzes
☐
FAQ document
Materials Best Practices
  • Use screenshots from YOUR NetSuite instance, not generic images
  • Include "why" context, not just "how" steps
  • Version control all materials (date stamps at minimum)
  • Make materials accessible (SharePoint, wiki, etc.)
  • Plan for updates—NetSuite changes twice yearly
Consultant Insight

Training materials should be created early enough to be reviewed and refined. Don't wait until the week before training to start documentation. The best materials come from watching users struggle during UAT—their questions reveal what needs better explanation.

Chapter 13.3

Training Delivery

Delivery methods, scheduling, hands-on exercises, and reinforcement techniques.

Delivery Methods

Method Best For Considerations
Instructor-Led (In-Person) Complex processes, initial rollout Highest engagement, requires travel/space
Instructor-Led (Virtual) Distributed teams, follow-up sessions Convenient, requires good facilitation
Self-Paced (Videos) Onboarding, refreshers, simple tasks Scalable, lower engagement
Hands-On Labs Skill building, complex transactions Most effective for retention
Job Shadowing New hires, process-heavy roles Real-world context, resource-intensive

Training Schedule Planning

TRAINING TIMELINE
═══════════════════════════════════════════════════════════════

GO-LIVE MINUS 4-6 WEEKS: Core Team / Champions
───────────────────────────────────────────────────────────────
• Deep training for change champions
• Trainer certification for internal trainers
• UAT concurrent with training (apply learning immediately)

GO-LIVE MINUS 2-3 WEEKS: All End Users
───────────────────────────────────────────────────────────────
• Role-based training sessions
• Hands-on practice in sandbox
• Close enough to remember, far enough to absorb

GO-LIVE MINUS 1 WEEK: Refresher / Final Prep
───────────────────────────────────────────────────────────────
• Quick refresher sessions
• Address questions from practice
• Final "day one" walkthrough

GO-LIVE PLUS 1-2 WEEKS: Reinforcement
───────────────────────────────────────────────────────────────
• Office hours / drop-in support
• Address real-world issues
• Additional training for struggling users
Training Timing Pitfalls
  • Too early: Users forget before go-live (more than 4 weeks out)
  • Too late: No time to absorb or practice (less than 1 week out)
  • During month-end: Finance users unavailable
  • Peak season: Users distracted, can't absorb

Session Structure

EFFECTIVE TRAINING SESSION (2-3 hours)
═══════════════════════════════════════════════════════════════

0:00 - 0:10  INTRODUCTION
             • Session objectives
             • Why this matters (business context)
             • Logistics (breaks, questions)

0:10 - 0:40  DEMONSTRATION
             • Instructor shows process end-to-end
             • Explain key decision points
             • Show common variations/exceptions

0:40 - 1:30  HANDS-ON EXERCISES
             • Users practice same process
             • Instructor circulates, helps
             • Progressive difficulty

1:30 - 1:40  BREAK

1:40 - 2:20  ADVANCED SCENARIOS
             • Edge cases, exceptions
             • Error handling
             • "What if..." questions

2:20 - 2:45  Q&A + WRAP-UP
             • Open questions
             • Key takeaways review
             • Where to get help
             • Preview of next session

KEY RATIO: 60-70% hands-on, 30-40% instruction

Hands-On Exercise Design

Exercise Principles

  • Realistic scenarios: Use actual business situations, not abstract examples
  • Progressive difficulty: Start simple, add complexity
  • Safe environment: Sandbox where mistakes don't matter
  • Clear instructions: Written steps users can reference
  • Built-in validation: Users can verify they did it correctly

Sample Exercise Structure

EXERCISE: CREATE A SALES ORDER
═══════════════════════════════════════════════════════════════

SCENARIO:
Customer "ABC Company" calls to order:
• 10 units of Item SKU-001 at standard pricing
• 5 units of Item SKU-002 with 10% discount
• Requested ship date: [2 weeks from today]
• Ship to their warehouse address (on file)

STEPS:
1. Navigate to: Transactions → Sales → Enter Sales Orders
2. Select customer "ABC Company"
3. Add line items as specified
4. Apply discount to SKU-002 line
5. Set requested ship date
6. Verify ship-to address
7. Save the order

VERIFICATION:
Your order number should start with "SO-"
Order total should be approximately $X,XXX
Status should show "Pending Fulfillment"

CHALLENGE (if time permits):
The customer calls back to add 3 units of SKU-003.
Edit your order to add this line.

Reinforcement Techniques

Post-Training Reinforcement

  • Daily tips: Email one NetSuite tip per day for first two weeks
  • Office hours: Scheduled drop-in time for questions
  • Buddy system: Pair experienced users with newer ones
  • Quick wins: Assign simple real transactions immediately
  • Gamification: Recognize power users, track adoption metrics
Consultant Insight

The forgetting curve is real—people lose 50-80% of new learning within days without reinforcement. Plan for post-training support and practice opportunities. The best training is quickly followed by real work in the system, with support available for questions.

Chapter 13.4

Documentation

User guides, quick reference cards, video tutorials, and knowledge base creation.

Documentation Types

Type Purpose Format
User Guides Comprehensive reference PDF/Word, 10-30 pages per role
Quick Reference Cards Daily task reminders 1-2 page laminated cards
Process Maps Workflow visualization Visio/Lucidchart diagrams
Video Tutorials Visual learners, onboarding 3-5 minute screencasts
FAQ/Troubleshooting Common issues resolution Searchable knowledge base
Admin Guide System maintenance Technical documentation

User Guide Structure

USER GUIDE TEMPLATE
═══════════════════════════════════════════════════════════════

[ROLE NAME] User Guide
Version X.X | [Date]

1. INTRODUCTION
   1.1 Purpose of this guide
   1.2 Role overview
   1.3 Getting started (login, navigation basics)

2. DAILY TASKS
   2.1 [Primary daily task]
       • When to do this
       • Step-by-step instructions
       • Screenshots
       • Tips and shortcuts
   2.2 [Secondary daily task]
       [Same structure]

3. WEEKLY/PERIODIC TASKS
   3.1 [Task name]
       [Same structure as daily tasks]

4. SPECIAL SITUATIONS
   4.1 [Exception scenario 1]
   4.2 [Exception scenario 2]
   4.3 Error handling

5. REPORTS & LOOKUPS
   5.1 Finding information
   5.2 Key reports for this role
   5.3 Saved searches

6. GETTING HELP
   6.1 In-system help
   6.2 Who to contact
   6.3 Support escalation

APPENDIX A: Field Definitions
APPENDIX B: Keyboard Shortcuts

Quick Reference Cards

Quick reference cards are desktop aids for common tasks. They should be scannable at a glance.

Quick Reference Card Design

  • One page: Front and back maximum
  • Top 5-10 tasks: Only the most common
  • Numbered steps: Brief, action-oriented
  • Navigation paths: Menu → Submenu → Option
  • Visual cues: Icons, color coding
  • Laminated: Durable for desk reference

Video Tutorials

Video Production Guidelines

  • Length: 2-5 minutes maximum per video
  • Scope: One task or concept per video
  • Audio: Clear narration, minimal background noise
  • Screen: Clean desktop, zoom to relevant areas
  • Pacing: Slow enough to follow, but not tedious
  • Captions: Include for accessibility

Recommended Video Tools

  • Loom: Quick recording, easy sharing
  • Camtasia: Professional editing, zoom effects
  • Screencast-O-Matic: Simple, affordable
  • OBS Studio: Free, powerful (steeper learning curve)

Knowledge Base Setup

A searchable knowledge base becomes the long-term home for all documentation and FAQs.

Knowledge Base Structure

KNOWLEDGE BASE ORGANIZATION
═══════════════════════════════════════════════════════════════

HOME
├── Getting Started
│   ├── Login and Security
│   ├── Navigation Basics
│   └── Personal Preferences
│
├── By Process Area
│   ├── Order to Cash
│   │   ├── Sales Orders
│   │   ├── Invoicing
│   │   └── Payments
│   ├── Procure to Pay
│   │   ├── Purchase Orders
│   │   ├── Receiving
│   │   └── Vendor Payments
│   ├── Inventory
│   └── Finance
│
├── By Role
│   ├── Order Entry
│   ├── Accounts Receivable
│   ├── Warehouse
│   └── Administrator
│
├── FAQs & Troubleshooting
│   ├── Common Errors
│   ├── How Do I...?
│   └── Who Do I Contact?
│
└── Video Library

Knowledge Base Platforms

  • Confluence: Popular, integrates with Jira
  • SharePoint: If already using Microsoft 365
  • Notion: Modern, flexible, affordable
  • Document360: Purpose-built knowledge base
  • NetSuite File Cabinet: Simple option, limited search

Documentation Maintenance

Documentation Decay

Documentation becomes outdated the moment it's created. Plan for maintenance:

  • Assign documentation ownership by area
  • Review and update with each NetSuite release (twice yearly)
  • Track user feedback on confusing documentation
  • Version control and date stamp all documents
Consultant Insight

The best documentation is discoverable. Users won't read 50-page manuals, but they will search for answers when stuck. Invest in good search functionality and clear article titles. If users can't find documentation, it might as well not exist.

Chapter 13.5

Support Model

Post-go-live support structure, escalation paths, and ongoing enablement.

Support Transition

The support model evolves from intensive post-go-live hypercare to steady-state operations. Planning this transition prevents gaps and user frustration.

SUPPORT TRANSITION TIMELINE
═══════════════════════════════════════════════════════════════

GO-LIVE WEEK: HYPERCARE
───────────────────────────────────────────────────────────────
• On-site/highly available support
• All hands on deck
• Immediate issue resolution
• Daily status meetings
• Extended hours coverage

WEEKS 2-4: STABILIZATION
───────────────────────────────────────────────────────────────
• Reduced on-site presence
• Formal ticket system begins
• Knowledge base population
• Recurring issues identification
• Additional training as needed

WEEKS 5-12: TRANSITION
───────────────────────────────────────────────────────────────
• Internal support takes primary role
• Consultant support as backup
• Process refinement
• Documentation updates
• Admin skills development

MONTH 4+: STEADY STATE
───────────────────────────────────────────────────────────────
• Internal support handles most issues
• Partner/NetSuite support for complex issues
• Quarterly business reviews
• Enhancement planning

Support Tier Structure

Tier Handled By Issue Types Response
Tier 0 Self-Service How-to questions, simple lookups Immediate (knowledge base)
Tier 1 Internal Admin User issues, basic config, access 4-8 hours
Tier 2 Power User/Sr Admin Process issues, saved searches, reports 1-2 business days
Tier 3 Partner/Consultant Customization, scripting, complex issues Per agreement
Tier 4 NetSuite Support Product bugs, platform issues Per SLA

Escalation Paths

ESCALATION FLOW
═══════════════════════════════════════════════════════════════

USER HAS ISSUE
      │
      ▼
┌──────────────────────────────────────────────────┐
│ Check Knowledge Base / Documentation             │
│ Can you find the answer?                         │
└──────────────────────────────────────────────────┘
      │                              │
     YES                            NO
      │                              │
      ▼                              ▼
  RESOLVED              ┌──────────────────────────┐
                        │ Ask Change Champion      │
                        │ / Power User             │
                        └──────────────────────────┘
                              │              │
                             YES            NO
                              │              │
                              ▼              ▼
                          RESOLVED  ┌──────────────────────────┐
                                    │ Submit Support Ticket    │
                                    │ (Internal Admin)         │
                                    └──────────────────────────┘
                                          │
                                          ▼
                                    ┌─────────────┐
                                    │ Can Admin   │
                                    │ resolve?    │
                                    └─────────────┘
                                     │         │
                                    YES       NO
                                     │         │
                                     ▼         ▼
                                 RESOLVED  ESCALATE TO
                                           TIER 2/3

Internal Admin Role

A capable internal NetSuite administrator is essential for long-term success.

Admin Responsibilities

  • User Management: Create users, assign roles, manage access
  • Basic Customization: Custom fields, lists, saved searches
  • Report Creation: Build and maintain reports
  • Issue Triage: First-line support, escalation decisions
  • Release Management: Test new releases, communicate changes
  • Vendor Coordination: Work with partner and NetSuite support

Admin Time Allocation

ADMIN TIME REQUIREMENTS
═══════════════════════════════════════════════════════════════

SMALL ORGANIZATION (< 25 users)
───────────────────────────────────────────────────────────────
Part-time admin: 10-20 hours/week
Often combined with another role (Controller, IT)

MEDIUM ORGANIZATION (25-100 users)
───────────────────────────────────────────────────────────────
Dedicated admin: 0.5-1 FTE
May need backup admin for coverage

LARGE ORGANIZATION (100+ users)
───────────────────────────────────────────────────────────────
Admin team: 1-3 FTEs
Specialized roles (functional, technical)

Ongoing Enablement

Post-Go-Live Training

  • New hire onboarding: Standard training program for new employees
  • Role changes: Cross-training when responsibilities change
  • Advanced training: Power user development, admin skills
  • Release training: New features with NetSuite updates

Continuous Improvement

  • Quarterly reviews: Assess system usage, pain points
  • Enhancement requests: Track and prioritize improvements
  • User feedback: Regular surveys, suggestion box
  • Metrics tracking: Adoption rates, error rates, support tickets

NetSuite Support Resources

Support Options

Resource Access Best For
SuiteAnswers In-product knowledge base How-to questions, documentation
NetSuite Support Portal Case submission Product issues, bugs
SuiteTraining Paid courses Formal admin certification
User Groups Regional events Networking, best practices
Partner Support Per agreement Customization, complex issues
Consultant Insight

The goal of hypercare is to make yourself unnecessary. Document every issue resolved, train the admin on every fix, and resist the urge to "just do it faster myself." A client dependent on ongoing consultant support isn't a success story—a client who can handle 95% of issues internally is.