OCM & End-User Adoption Flashcards
7 cards from real ERP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 OCM & End-User Adoption flashcards as text
Which communication principle is most important when notifying end-users about ERP process changes?
Answer: Communicate early, often, and through multiple channels
Effective OCM communications are frequent, use varied channels, and start early to reduce uncertainty and build readiness.
The 'burning platform' message in OCM is used to:
Answer: Create urgency by communicating the risks of not changing
A burning platform message articulates the compelling reason for change, emphasizing consequences of the status quo to motivate stakeholders to embrace transformation.
Role-based training in ERP implementations is preferred over generic training because:
Answer: It focuses each user on the specific transactions and workflows relevant to their job
Role-based training improves retention and relevance by teaching users only the processes and screens they will actually use in their day-to-day work.
During an ERP implementation, a department manager publicly criticizes the project to their team. The OCM team should first:
Answer: Conduct a private stakeholder engagement conversation to understand and address their concerns
Engaging resistant leaders privately allows the OCM team to understand root causes of opposition and co-opt influential stakeholders before opposition spreads.
A 'training needs analysis' (TNA) in an ERP project is conducted to:
Answer: Identify skill gaps between current user capabilities and future-state system requirements
A TNA maps current user skills against the competencies required to operate the new ERP system, identifying what training content and delivery is needed.
Which type of ERP end-user resistance stems from users believing the new system will reduce their job security or importance?
Answer: Threat-based resistance
Threat-based resistance arises when users fear automation or process changes will make their roles redundant, leading to active or passive opposition to adoption.
Post-go-live, which OCM activity is most effective for sustaining ERP adoption over the long term?
Answer: Embedding ERP proficiency into performance reviews and job expectations
Linking ERP usage to formal performance expectations reinforces that new behaviors are required and valued, sustaining adoption beyond the initial go-live excitement.