Business Continuity: Best Practices for Onboarding New Employees and Ensuring Long-Term Knowledge Retention Editor Onboarding new employees is not just a formality; it is a critical process that sets the foundation for their success and the overall effectiveness of the organisation. With the rapid evolution of technology and the increasing complexity of enterprise resource planning (ERP) systems, effective onboarding has become even more crucial. This article outlines best practices for onboarding new staff, particularly those who must quickly acclimatise to ERP systems and workflows, while also focusing on long-term knowledge retention. The Importance of Onboarding- Retention & Productivity First impressions matter, especially in the workplace. A comprehensive onboarding process introduces new employees to the company culture, expectations, and the tools they will need to succeed. Research indicates that effective onboarding can improve employee retention by up to 82% and enhance productivity by as much as 70%. Conversely, a lack of proper onboarding can lead to disengagement, poor performance, and higher turnover rates. For new hires dealing with complex ERP systems, this impact can be magnified. The Importance of Onboarding- Retaining a high ROI on the Tech Investment With the investment made in training to ensure that existing end-users are equipped to adopt new systems and processes, it is important that new hires acquire this knowledge too, to ensure that end-user adoption doesn’t wane, over the arc of time, as new hired are onboarded. This ensures that the ROI on the initial tech investment remains high. From whichever way you look at it, thinking about your onboarding strategy, post Go-Live, and into Business-as-Usual is paramount. Unfortunately, many businesses fail to factor this in, which leads to a loss of knowledge and necessitates periodic costly training interventions. Best Practices for Effective Onboarding 1. Decide Who is Responsible for this Element Time and time again, we see a lack of clarity, post system go-live, as to who in the business will ensure that the knowledge of how to use systems effectively and accurately, is retained. Should it be IT, or is it HR’s responsibility? Deciding and having absolute clarity on where this sits, is the singular thing which will determine long term success. 2. Prepare Before Day One: Send a welcome package that includes essential information about the company, team members, and specific job expectations. This package can also contain preliminary materials on the ERP systems they will be using, allowing them to familiarise themselves before they even step foot in the office. 3. Create a Structured Onboarding Plan: Develop a detailed onboarding schedule that outlines daily and weekly tasks, training sessions, and milestones. This should include an introduction to the ERP system, where new hires can learn about its functionalities and how it integrates with their role. 4. Utilise Mentorship: Pair new employees with a mentor who is experienced in using the ERP system. This relationship can provide a support structure, allowing new hires to ask questions and gain insights in a less formal setting. 5. Conduct Hands-On Training: Instead of overwhelming new hires with theoretical knowledge, provide practical, hands-on training. Allow them to engage directly with the ERP system in a controlled environment where they can make mistakes and learn without the pressure of real-world consequences.’ 6. Encourage Continuous Feedback: Solicit feedback from new employees regarding their onboarding experience. This not only helps identify areas for improvement in the onboarding process but also empowers new hires by making them feel valued and heard. 7. Implement Ongoing Support: Following the initial onboarding period, continue to provide resources and support. Regular check-ins can help ensure that new employees are adapting well and understanding the ERP system. Sustaining User Adoption Post-Onboarding The onboarding process does not end after the first week or month; it is a continuous journey. To ensure that new employees not only adopt but master the ERP system, consider the following strategies: 1. Establish Responsibility for User Adoption: Designate individuals or teams responsible for maintaining momentum post-onboarding. This can include periodic training sessions, refreshers, and skill assessments to ensure employees continue to build on their knowledge. 2. Set Clear Milestones and Goals: Outline specific objectives for new hires to achieve within their first few months. These should be aligned with mastering the ERP system and its workflows, allowing employees to track their progress and stay motivated. 3. Facilitate Mastery Through Structured Learning: Adopt a framework like ADDIE (Analysis, Design, Development, Implementation, Evaluation) to create a structured learning path. This approach can guide new hires through their journey from initial awareness of the ERP system to full competence and eventual mastery. 4. Leverage Technology for Ongoing Training: Use digital tools to provide continued access to training materials and resources. This can include recorded training sessions, FAQs, and community forums where employees can seek help and share experiences. Digital Adoption Platform (DAP) tools are also an excellent way to facilitate LIFW- Learning in the flow of work, which enables end-users to learn how to successfully complete workflows and processes in real-time, with confidence. 5. Monitor User Engagement: Conduct health-check surveys to assess employee comfort and competency with the ERP system. This proactive approach helps identify areas where additional training may be necessary and reinforces the importance of ongoing support. Conclusion Effective onboarding is essential for the long-term success of both new employees and the organisation. By adopting best practices that focus on the complexities of ERP systems, companies can facilitate smoother transitions for new hires, ultimately leading to higher retention rates and increased productivity. As businesses continue to invest in digital transformations, ensuring sustained user adoption and knowledge retention will safeguard these investments and empower employees to thrive in their roles. As specialists in ERP user adoption, we bring over three decades of knowledge and experience to our portfolio of high-profile clients. Contact us if you are looking for a consultant to assist with structured and effective ERP user adoption strategies to maximise your digital assets and improve employee retention. Contact Us
October 31, 2024