User Training and Change Management 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 User Training and Change Management flashcards as text
What is the main risk of conducting ERP user training too far in advance of the go-live date?
Answer: Knowledge decay reduces skill retention by the time the system is available
Studies show significant skill decay when there is a long gap between training and application, making proximity to go-live critical.
A company is implementing ERP across multiple countries. Which change management consideration is MOST critical?
Answer: Localizing training content and change communications for cultural and language differences
Localization of training and communications respects cultural nuances and ensures messages resonate with diverse employee populations.
In ERP change management, what does 'organizational readiness assessment' measure?
Answer: The degree to which the organization's culture, processes, and people are prepared to adopt the new system
Organizational readiness assessments identify gaps in leadership alignment, culture, and process maturity that could impede ERP adoption.
Which approach BEST helps sustain ERP adoption after the initial go-live excitement fades?
Answer: Ongoing refresher training, user communities, and continuous communication of system benefits
Sustained adoption requires continuous reinforcement through refresher learning, peer networks, and visible benefit tracking.
When building an ERP change management business case, which argument is MOST persuasive to executive sponsors?
Answer: Quantified risk of poor adoption — including productivity loss, error rates, and delayed ROI
Executives respond to financial risk; showing the cost of low adoption (rework, downtime, delayed benefits) justifies change management investment.
Which activity is a key component of the 'Reinforcement' phase in the ADKAR model for ERP adoption?
Answer: Celebrating early wins and rewarding employees who demonstrate new ERP behaviors
Reinforcement in ADKAR involves recognizing and rewarding desired behaviors to lock in the change and prevent regression to old habits.
A super user reports that several colleagues are entering data incorrectly in the ERP two weeks after go-live. What is the MOST appropriate change management response?
Answer: Conduct targeted refresher training and update job aids for the affected process
Targeted refresher training combined with updated quick-reference job aids addresses the root cause — a knowledge or habit gap — without penalizing users.