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
In ERP OCM, a 'stakeholder map' is primarily used to:
Answer: Identify individuals and groups by their level of influence and impact on the project
A stakeholder map categorizes stakeholders by influence and impact, enabling the OCM team to prioritize engagement efforts and customize change strategies.
Which ERP user adoption metric measures the percentage of eligible users who have completed required training before go-live?
Answer: Training completion rate
Training completion rate tracks how many users in each role have finished their required training modules, serving as a readiness gate before go-live approval.
When ERP end-users complain that 'the new system is more complicated than the old one,' the OCM response should be to:
Answer: Acknowledge the learning curve, provide targeted support, and gather feedback to improve training
Acknowledging the learning curve validates user experience while targeted support and feedback loops help close proficiency gaps without stalling the project.
The primary goal of a 'go-live readiness assessment' from an OCM perspective is to:
Answer: Determine whether the organization — not just the technology — is prepared for the transition
An OCM go-live readiness assessment evaluates people and process dimensions: training completion, stakeholder alignment, support structures, and communication effectiveness.
Which OCM principle suggests that employees are more likely to support an ERP change if they are involved in designing the solution?
Answer: Participatory change management
Participatory change management engages employees in the design and decision-making process, increasing buy-in and ownership of the resulting ERP solution.
After an ERP go-live, 'adoption analytics' dashboards typically track which combination of metrics?
Answer: Login rates, transaction volumes by role, and help desk ticket trends
Adoption analytics focus on behavioral indicators — how often users log in, whether they are completing key transactions, and whether support demand is declining over time.
The 'WIIFM' (What's In It For Me?) principle in ERP OCM communications is important because:
Answer: It connects the organizational change to individual user benefits, reducing resistance
Addressing WIIFM shifts users' perspective from organizational mandate to personal benefit, making them more receptive to adopting new processes and tools.