Selected by a Global Pharmaceutical Company to close Critical SAP ECC Knowledge Gaps

Many organisations still rely on SAP ECC to run critical business processes every day. But one of the biggest risks they face has nothing to do with the system itself.

It is the knowledge gap that develops when expertise sits with a small number of experienced employees.

As people move roles, retire or leave the business, years of practical SAP ECC knowledge can leave with them. New team members inherit responsibilities without the same depth of understanding, while existing employees often rely on workarounds or informal processes that are never documented.

That is why we so often hear:

"We don't know what we don't know."

It is a simple phrase, but it captures a serious challenge. Until organisations understand where knowledge gaps exist, they cannot fully protect productivity, consistency or business continuity.

Turning Hidden Knowledge into Organisational Capability

Recently, Novitas was selected by a leading global pharmaceutical organisation to help strengthen the SAP ECC capability of an established Supply Chain team.

The challenge was not about onboarding brand-new users.

It was about identifying where knowledge had been lost through natural attrition and ensuring critical operational expertise remained within the business.

To do this, we started with a structured Training Needs Analysis. By reviewing current processes, existing learning materials and speaking with subject matter experts and end users, we were able to pinpoint where knowledge gaps existed and where support would have the greatest impact.

This approach ensured the learning programme was built around real business needs, not assumptions.

Why Knowledge Gaps in SAP ECC Are Often Overlooked

In mature SAP ECC environments, knowledge gaps can be difficult to spot.

Teams often continue to deliver day-to-day operations successfully, which can create the impression that capability is intact. In reality, much of the process knowledge may sit with a small number of experienced users, or exist only as informal know-how passed from colleague to colleague.

This can lead to:

• inconsistent ways of working

• reduced confidence among less experienced users

• greater reliance on key individuals

• slower onboarding for new team members

• increased risk when experienced employees leave

The challenge is not always visible until it begins to affect performance.

Training Should Do More Than Explain Transactions

Effective SAP ECC learning is not just about showing users how to complete a task.

It should help people understand why a process exists, how it connects to other teams and what the wider business impact is if something goes wrong.

When organisations capture this knowledge and turn it into structured learning, they create a more resilient workforce. Teams become less dependent on individual expertise, and critical business knowledge is retained for the future.

Why This Matters for Organisations Still Running SAP ECC

Many organisations will continue to use SAP ECC for years to come. Whether or not an S/4HANA transformation is planned, maintaining capability in the current system remains essential.

Investing in knowledge transfer helps organisations:

• reduce reliance on key individuals

• protect business continuity

• accelerate the development of existing employees

• create more consistent ways of working

• preserve operational expertise for the future

Ultimately, the goal is not simply to train people to use SAP ECC. It is to ensure the knowledge behind the process is understood, shared and retained.

Because when organisations can identify what they do not know, they are in a much stronger position to support their teams today and prepare for whatever comes next.