Pandora

Microsoft Dynamics ERP training for the global jewellery manufacturing and retail brand.

The Onboard training partnership enabled this Unit4 ERP project to go-live on schedule.

The Onboard training partnership enabled this Unit4 ERP project to go-live on schedule.

System(s):

Microsoft Dynamics ERP

Workstream(s):

Finance, Logistics and Warehousing, Procurement, Production and Supply Chain Management

No. of End-Users:

22,700 End-Users

Location(s):

Denmark, UK, Thailand, Hong Kong, China and USA

“Onboard was really good at establishing our needs, checking all the technical documents and then transforming all that information into easily understandable, very usable training guides.”

Mikkel Lysgaard, Manufacturing ERP Project Manager

The contemporary jewellery company PANDORA partnered with Onboard to provide end user training for their implementation of Microsoft Dynamics ERP.

PANDORA is a fast growing designer, manufacturer and retailer of high quality, hand-finished jewellery at affordable prices. The company aimed to build three new production facilities in Thailand by 2020, increasing its global workforce from about 18,500 to 28,500. PANDORA implemented Microsoft Dynamics ERP to facilitate this ambitious expansion.

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Microsoft Dynamics ERP was rolled out across PANDORA’s core, manufacturing and retail operations, including core finance, procurement, supply chain, logistics and warehousing and point of sale. PANDORA’s project team identified that effective end user training would be critical to the success of the project and opted for a partnership approach in which the development of the training program would be outsourced to a specialist consultancy and PANDORA’s own super users would deliver most of the end user training sessions.

PANDORA selected global Microsoft Dynamics training provider Onboard to design and produce the training courses and reference materials, including trainer packs to support the super users in their training delivery.

Mikkel Lysgaard, PANDORA’s manufacturing Dynamics ERP project manager, said: “Onboard was really good at establishing our needs, checking all the technical documents and then transforming all that information into easily understandable, very usable training guides.”

Due to the scale of the project, six Onboard consultants travelled to PANDORA’s Gemopolis production facility in Bangkok to carry out the knowledge transfer process over a two week period. Onboard analysed PANDORA’s training needs and produced a detailed role-based plan, outlining who needed training in what, when and how. The highly specialised processes and terminology used in jewellery manufacturing presented an extra challenge, as did the language and cultural differences across the company – PANDORA is using Microsoft Dynamics ERP in English, but wanted the end user training and documentation in Thai.

Many of PANDORA’s were still evolving as the training materials were being developed and translated, which meant that Onboard’s consultants had to be highly flexible. “The project was changing on a day to day basis,” Lysgaard admitted. “We had finalised the training documents and then a lot of them had to be updated, but Onboard were great at adapting to our needs very quickly.”

There were a number of different training requirements for the project. The first phase of the rollout covered PANDORA’s manufacturing operations and required training for the production, logistics and warehousing, supply chain planning and master data management workstreams. This training was delivered in Thai by PANDORA super users at the first site to go live on Microsoft Dynamics ERP, a newly opened manufacturing facility near Chiang Mai, Thailand.

PANDORA also requested that one of Onboard’s training consultants co-present the training sessions for production managers and team leaders. The Onboard training consultant led these training sessions while a PANDORA super user translated into Thai and handled questions.

When Microsoft Dynamics ERP was rolled out to PANDORA’s core operations, Onboard training consultants delivered training for the finance, procurement and warehousing workstreams in Hong Kong, and produced accompanying documentation in English. The go-live date was then delayed, so Onboard provided refresher training in advance of the rescheduled go-live.

For the next phase of the project, Onboard developed training courses for the finance and procurement teams at PANDORA’s Gemopolis facility in Bangkok, Thailand. For this phase, PANDORA translated all materials in-house, and the PANDORA super users delivered the training sessions. Following the completion of this phase, Onboard continued to offer training support to PANDORA roll-outs globally, including in China and the USA.

This was a very complex and challenging project, as the end user training had to evolve alongside the development and roll-out of the system. However, the overall experience has been positive: “I’ve been very impressed” said Lysgaard. “It didn’t matter what we asked, we got clear answers and solutions very fast. Onboard’s team is extremely skilled and the lead consultant’s contribution and dedication to the project was outstanding.”