Tony Riches on Critical Factors for ERP Success

What does it really take to lead a successful ERP program?

In this episode of The Catch Up, host Philip Blackmore sits down with seasoned Program Director and published author Tony Riches to uncover the realities of large-scale digital transformation. Drawing on decades of experience, Tony shares surprising war stories, practical advice, and lessons learned from both client-side and consultancy roles. From the chaos of failed invoice systems to the nuances of stakeholder engagement, Tony dives into what makes or breaks a program.

The conversation explores the critical importance of the first 90 days, the overlooked dangers of customisation, and how to manage communication across complex stakeholder groups. Whether you're an ERP project sponsor, transformation leader, or simply curious about what goes on behind the scenes of global rollouts, this episode is packed with insights that will change how you think about program success.

Click Here to Watch the Video Episode.

• (00:00) - Welcome to the Catch Up Podcast
• (01:56) - First Major Project at GSK
• (03:02) - Transition to Program Management
• (04:11) - Learning on the Job
• (05:42) - Challenges in ERP Implementation
• (08:21) - Client vs. Consultancy Perspectives
• (10:40) - Critical Success Factors in Projects
• (24:56) - Navigating Customization Challenges
• (28:38) - Hitachi Solutions and Exponential Growth
• (38:11) - Tony's Writing and Charity film

Tony Riches: Program Director and author with decades of experience leading ERP and transformation programs across sectors. His deep understanding of business, change management, and solution delivery makes him a trusted expert in turning around complex projects.

What You’ll Learn in This Episode:

• Why the first 90 days of an ERP program set the tone for long-term success
• How failed implementations can shape a career in transformation
• The real reasons ERP projects fail (and it’s not usually the software)
• How to push back on unnecessary customisation requests
• What makes client-side program management uniquely difficult

Takeaways:

1. Set the First 90 Days Up for Success: Ensure stakeholder alignment, define clear roles, and embed strong governance structures early. Tony argues that what you do in the first three months determines your outcome. Without strong foundations, recovery becomes exponentially harder.
2. Choose the Right People: Build your team with "leaders of the day after tomorrow" — rising stars who understand the business and earn shop floor trust. These individuals become the bridge between vision and execution. Investing in the right people early improves both adoption and outcomes.
3. Push Back on Customisation: Don’t let customisation requests derail the program. Instead, ask what the business impact is if the request isn’t met and consider alternatives like manual workarounds. This preserves system integrity and long-term maintainability.
4. Communicate with Authenticity and Strategy: Tailor your approach to different stakeholders, but stay true to your own style. Understand what motivates each person and frame your message accordingly. This builds trust and influence across the organisation.
5. Bring in Independent Assurance: Every program needs a battle-scarred advisor who can identify risks early. Having someone independent of both the consultancy and internal delivery team provides objective oversight. It's the safety net most programs lack until it's too late.

The Catch Up Podcast brings you candid conversations with industry leaders, consultants, and change-makers from the Microsoft Dynamics and tech ecosystem. Hosted by Phillip Blackmore, Sales Director at Catch Resource Management, each episode dives into the real stories behind business transformation, career pivots, and scaling success. Expect thoughtful interviews, practical insights, and honest reflections.

Brought to you by Catch Resource Management, a leading UK recruitment specialist for Microsoft Dynamics and ERP talent, this podcast is your inside track to the people shaping the future of enterprise technology. Tune in for new episodes and stay ahead of the curve.

Produced by Story Ninety-Four in Oxford, UK.