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Helping Seasoned ERP Users Embrace Change: Lessons in Motivation, Design, and Respect
Posted on: May 14, 2025 | By: Alexa Leitner | QAD Business Process
We consistently have heard from our clients who are in the midst of a transformational ERP or Business Process project is their biggest challenge isn’t always the technology—it’s people. More specifically, it’s helping experienced, skilled, and sometimes skeptical ERP users adopt new best practices and modernized processes.
Many of the individuals driving day-to-day operations in manufacturing organizations have spent years, sometimes decades, perfecting their methods. So, when an ERP project disrupts those familiar workflows, it’s not uncommon to meet resistance. But resistance isn’t the enemy. Misunderstanding is.
From “Can Do” to “Will Do”
When someone isn’t adopting change, it typically boils down to one of four things:
- They don’t know they need to change: Often, there’s a breakdown in communication.
- They don’t know how to change: This points to a training gap.
- They don’t want to change: This is a motivation issue.
- They’re afraid to change: This speaks to fear of the unknown and comfort zones.
True transformation happens when we move users from “Can do” to “Will do.” And that’s not a task for a training manual, it’s a human process rooted in empathy, communication, and trust.
Understanding Adult Learners
Adults learn differently than children. They don’t absorb information just because we tell them to. They need to see clear value and relevance to their world. The stages of adult learning—Awareness, Knowledge, Application, and ultimately Skillset—require intentional effort.
This is especially critical in transformational projects where long-standing processes are being replaced. Muscle memory must be unlearned. New habits must be practiced until they become second nature. This doesn’t happen overnight. It requires reinforcement, not just repetition.
Where Buy-In Begins: Design Sessions
In our experience, the real inspiration (and buy-in) starts in the Design Sessions. This is where change stops being an abstract idea and starts becoming something real and collaborative. But only if those sessions are done right.
Our experience is the best design sessions are:
- Highly interactive: Human-led, not just technology-driven.
- Held in person when possible: Nothing replaces face-to-face connection when trust and openness are needed.
- Facilitated by experienced consultants: Those who have “sat in the chair” and can empathize with users’ challenges.
- Staffed with the best of each function: Change must be designed with the people who live the processes.
Build Trust Through Active Listening
One of the most powerful tools we have is active listening. When a consultant reflects back what they’ve heard, either by restating or paraphrasing, it signals respect. It builds trust. It says, “I’m not here to bulldoze your process. I’m here to understand and help improve it.”
Change Is Hard. But It’s Worth It.
There’s no shortcut through transformation. If a proposal seems too good to be true, it probably is. True change requires clear communication, focused training, and consistent coaching. It’s not just about checking off tasks. It’s about building sustainable behaviors, especially among those most rooted in how things have always been done.
Our role as consultants is to be both guide and partner. To help kill the monster while it’s small. And to help every user, not just adopt change, but own it.
Next Steps
If you’re ready to elevate your team’s QAD expertise, we’re here to help. Logan Consulting specializes in QAD training tailored to your organization’s unique needs. Contact us today at info@loganconsulting.com or call (312) 345-8817 to learn more about how we can support your team’s growth and development.
