Gartner Research

How to Plan and Evolve Your ERP Competence Center or Center of Excellence

Published: 05 January 2015

ID: G00272264

Analyst(s): Pat Phelan, Carol Hardcastle


ERP solutions are core enterprise applications, but if they are poorly managed after implementation, they will not effectively support the enterprise's goals. ERP leaders should follow Gartner's recommendations to plan and evolve their ERP support organization to meet business needs.

Table Of Contents
  • Key Challenges



  • Determine the Type of ERP CC Your Business Needs, and Implement It and Your ERP System in Parallel
    • Level 1: An ERP Engine Room (Run ERP)
    • Level 2: An ERP BSC
    • Level 3: An ERP CoE
    • Work With IT and Business Stakeholders to Determine the Desired and Required Type of ERP CC
    • Develop an Implementation and Organizational Change Plan
    • Define and Agree Upon a Sourcing Strategy for the ERP CC
    • Secure Agreement for the ERP CC Budget and Any Funding/Chargeback Mechanisms
    • Execute the Transition From the Project Team to the ERP CC
  • Monitor Performance, Assess Business Satisfaction and Adjust Your ERP CC
    • Establish Performance Metrics That Reflect How the Business Defines Good Service
    • Ensure That Performance Metrics Are Aligned With the ERP CC Maturity Level
    • Assess User and Stakeholder Satisfaction on an Ongoing Basis
    • Adjust Your ERP CC Based on the Performance Achieved Versus Required and the Business User Satisfaction
    • Initiate Actions Outside the ERP CC, If Needed
  • Advance the ERP CC to Reflect Changing Business Needs
    • Redefine the ERP CC Organization Within the Holistic IT Organizational Model
    • Develop a Road Map and Communication Plan for the ERP CC Organization's Future
    • Assess the Maturity and Capability of the Current ERP CC and Establish a Baseline
    • Review Your Sourcing Strategy
    • Connect, Collaborate and Integrate With the Business and the Enterprise's Ecosystem

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