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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.

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  1. Which change management model uses the three phases of 'Unfreeze, Change, Refreeze' to guide ERP transitions?

    Answer: Lewin's Change Management Model

    Lewin's model describes unfreezing current behaviors, implementing the change, then refreezing the new state as the standard.

  2. During an ERP go-live, a department reports that training did not cover a critical workflow. What is the BEST immediate response?

    Answer: Assign a super user to provide on-the-floor coaching

    Deploying super users for on-the-floor just-in-time coaching is the fastest way to address knowledge gaps without halting operations.

  3. What does 'training needs analysis' (TNA) primarily determine before ERP deployment?

    Answer: Which employees need what level of training on which modules

    A TNA maps job roles to ERP functions to identify skill gaps and prioritize training efforts.

  4. A company uses role-based training for its ERP rollout. Which statement BEST describes this approach?

    Answer: Training content is tailored to the specific tasks each user role performs in the ERP

    Role-based training ensures employees learn only the ERP transactions relevant to their job, improving retention and efficiency.

  5. Which metric BEST measures the effectiveness of ERP change management efforts post-go-live?

    Answer: User adoption rate and system utilization statistics

    Adoption rate and utilization data reflect whether users are actually applying their training in day-to-day work.

  6. What is the purpose of a 'cutover plan' in ERP change management?

    Answer: To document the step-by-step process for transitioning from the legacy system to the ERP

    A cutover plan details every task, owner, and timeline required to switch operations from the old system to the new ERP.

  7. Resistance to an ERP change is often rooted in which primary human concern?

    Answer: Fear of job loss or loss of control over familiar processes

    Employees commonly resist ERP adoption when they fear the new system will make their skills obsolete or change their role negatively.