ERP OCM & End-User Adoption 2 — Questions and Answers
Question 1: Which OCM model uses 'unfreeze, change, refreeze' as its core framework for managing organizational transitions?
- Kotter's 8-Step Model
- Lewin's Change Management Model (Correct answer)
- ADKAR Model
- Prosci Change Triangle
Correct answer: Lewin's Change Management Model
Lewin's Change Management Model describes change as a three-stage process: unfreeze existing behaviors, implement the change, then refreeze new behaviors as the standard.
Question 2: During an ERP go-live, users revert to legacy workarounds instead of using the new system. This behavior is best described as:
- Change saturation
- Resistance through regression (Correct answer)
- Adoption plateau
- Shadow IT emergence
Correct answer: Resistance through regression
Resistance through regression occurs when users fall back to familiar old methods under stress, especially during high-pressure go-live periods.
Question 3: A 'change champion network' in an ERP rollout primarily serves to:
- Approve system configuration decisions
- Provide peer-level support and advocacy for the new system (Correct answer)
- Replace the formal training program
- Escalate technical defects to IT
Correct answer: Provide peer-level support and advocacy for the new system
Change champions are embedded in business units to serve as peer advocates, answer questions, and encourage adoption at the grassroots level.
Question 4: Which metric best indicates whether end-users have truly adopted an ERP system versus merely using it under compulsion?
- Login frequency
- Number of help desk tickets
- Proficiency scores on skill assessments
- Voluntary use of advanced system features (Correct answer)
Correct answer: Voluntary use of advanced system features
Voluntary use of advanced features signals genuine adoption because it shows users find value in the system beyond the minimum required tasks.
Question 5: In Kotter's 8-Step model applied to ERP implementation, what is the purpose of 'creating a guiding coalition'?
- To assign system administration roles
- To build a team of influential leaders who drive the change effort (Correct answer)
- To establish the ERP governance board
- To document the as-is business processes
Correct answer: To build a team of influential leaders who drive the change effort
A guiding coalition is a cross-functional team of influential stakeholders who champion the change, lending credibility and momentum to the ERP initiative.
Question 6: A key principle of 'just-in-time' training in ERP rollouts is:
- Training all users six months before go-live
- Delivering role-specific training as close to go-live as practical (Correct answer)
- Using only self-paced e-learning modules
- Completing training before system configuration is finalized
Correct answer: Delivering role-specific training as close to go-live as practical
Just-in-time training maximizes knowledge retention by delivering instruction shortly before users need to apply it in the live system.
Question 7: When assessing organizational change readiness before an ERP go-live, which factor is most critical to evaluate?
- Server uptime statistics
- Leadership alignment and visible sponsorship (Correct answer)
- Number of training hours completed
- Vendor support contract terms
Correct answer: Leadership alignment and visible sponsorship
Leadership alignment ensures that change messages are consistent, resources are committed, and employees see that management supports the transformation.
ERP OCM & End-User Adoption 2
Which OCM model uses 'unfreeze, change, refreeze' as its core framework for managing organizational transitions?