Change Management Technology & Digital Applications 3 — Questions and Answers
Question 1: During a digital change, a change manager wants to build a 'coalition of champions.' What is the primary purpose of this group?
- To manage the IT help desk tickets
- To serve as peer advocates who promote the change within their teams (Correct answer)
- To audit compliance with the new system
- To negotiate with the software vendor on pricing
Correct answer: To serve as peer advocates who promote the change within their teams
Change champions are trusted peers who influence colleagues through informal networks, making adoption more organic and credible than top-down mandates.
Question 2: Which change management model explicitly includes a 'Reinforcement' phase to sustain technology adoption after go-live?
- Lewin's Three-Step Model
- ADKAR Model (Correct answer)
- McKinsey 7-S Framework
- Kotter's 8-Step Model
Correct answer: ADKAR Model
ADKAR's final element — Reinforcement — specifically focuses on sustaining the change and preventing regression to old behaviors.
Question 3: A company deploys an AI-powered analytics tool. Several managers fear it will make their judgment irrelevant. The change manager should FIRST:
- Remove the AI tool from managerial workflows
- Acknowledge the concern and demonstrate how AI augments rather than replaces managerial decision-making (Correct answer)
- Reassign resistant managers to non-analytical roles
- Delay the rollout indefinitely
Correct answer: Acknowledge the concern and demonstrate how AI augments rather than replaces managerial decision-making
Acknowledging fears and reframing AI as augmentation directly addresses the core anxiety, building trust and openness to adoption.
Question 4: In digital change management, 'hypercare' refers to:
- Extra security protocols for sensitive data during migration
- An intensive support period immediately after go-live to resolve issues quickly (Correct answer)
- A premium IT support contract with the software vendor
- Excessive caution that slows the change process
Correct answer: An intensive support period immediately after go-live to resolve issues quickly
Hypercare is a structured post-launch support phase with elevated resources and rapid response to help users stabilize on the new system.
Question 5: What is the PRIMARY risk of skipping a formal change readiness assessment before deploying new technology?
- The vendor may charge higher implementation fees
- The organization may deploy to an unprepared workforce, leading to failed adoption and low ROI (Correct answer)
- The IT team will lack technical credentials
- The project timeline will be too short
Correct answer: The organization may deploy to an unprepared workforce, leading to failed adoption and low ROI
Without a readiness assessment, organizations cannot identify gaps in awareness, skills, or infrastructure that would derail adoption.
Question 6: A new ERP system is rolled out but users continue entering data in spreadsheets and manually uploading it. This behavior MOST indicates:
- A data security breach
- Inadequate change management — users were not sufficiently trained or motivated to change workflows (Correct answer)
- A licensing issue with the ERP system
- The ERP system requires a software patch
Correct answer: Inadequate change management — users were not sufficiently trained or motivated to change workflows
Workarounds like manual uploads signal that users either lack skills, trust, or motivation to use the new system as intended.
Question 7: Which communication approach is MOST effective for technical staff who need detailed information about how a new system affects their workflows?
- High-level executive town halls only
- Role-specific training and documentation tailored to their technical context (Correct answer)
- Broad email blasts with general messaging
- Posters in common areas
Correct answer: Role-specific training and documentation tailored to their technical context
Technical staff need contextually relevant detail about how changes affect their specific work, not just high-level organizational messaging.
Change Management Technology & Digital Applications 3
During a digital change, a change manager wants to build a 'coalition of champions.' What is the primary purpose of this group?