One approach is conflict mediation, aimed at resolving intense disputes that executives or project leads aren’t equipped to handle on their own. In these cases, trained mediators are brought in to address, assess, resolve, and constructively transform the points of contention. In addition, Lux & Lux can train in-house “conflict guides” to support colleagues constructively and effectively.
If executives or key users show signs of being overwhelmed and need additional support, Lux & Lux offers the option of coaching these individuals as the project progresses. The coaching is designed primarily as help toward self-sufficiency.
If a customer has difficulty identifying the right key users, Lux & Lux assists with the selection process – including through candidate interviews and psychological profiling. What matters most isn’t technical skill but rather the candidates’ social competence, since key users need to do more than explain program functionality to other employees; they also need to ease concerns and motivate people. The ability to listen is essential when partial corrections come up over the course of the project. It’s not uncommon for employees to see themselves in the key user role when, for various reasons, they shouldn’t take it on. Conversely, employees who are genuinely well-suited for the role often doubt themselves, fearing time constraints or harboring other reservations. Lux & Lux offers recommendations in both directions and works to build the necessary confidence.
As non-professional educators, key users face the task of explaining both the new software and the new processes to the rest of the workforce. In a crash course, Lux & Lux shows them what matters most in conveying content, what learning types exist, and how various tools and visualizations help communicate complex relationships more quickly. This can go as far as the training provider developing the learning guide together with the key users. The coaching experts also sit in on some training sessions and give the key users feedback. The level of intensity can vary considerably depending on need.
In some cases, Lux & Lux conducts parts of the training together with the key users, or even takes them over entirely if the key users, while technically qualified, are overstretched on time or otherwise.
After the initial business process modeling (BPM), further coordination and correction needs almost always arise over the course of an ERP project. If no one on the ams customer’s side is available to facilitate, or if the person who could facilitate is themselves part of the project leadership – for example, as a key user – Lux & Lux actively takes over facilitating the relevant points as part of workshops.
Strong leadership has to be learned. If it isn’t present to a sufficient degree, that’s problematic in general — but especially delicate during change processes. Here, it helps to train the relevant employees in leadership skills as well, so the project can be led with confidence.
