ERP User Training 3 — Questions and Answers
Question 1: What is 'change resistance' in the context of ERP user training, and how is it best addressed?
- A software bug that blocks user login; fixed by IT
- Employee reluctance to adopt new processes; addressed through communication and involvement (Correct answer)
- A configuration error in the training environment; fixed by consultants
- A licensing restriction; addressed by purchasing more seats
Correct answer: Employee reluctance to adopt new processes; addressed through communication and involvement
Change resistance is employees' reluctance to abandon familiar workflows; involving users early and communicating benefits reduces this resistance.
Question 2: Which document should accompany ERP user training to serve as a long-term reference after formal training ends?
- The project charter
- Step-by-step job aids and quick reference guides (Correct answer)
- The vendor contract
- The business case document
Correct answer: Step-by-step job aids and quick reference guides
Job aids and quick reference guides give users concise instructions for key tasks they can consult long after formal training is complete.
Question 3: In ERP training program design, what does 'needs analysis' determine?
- The total software licensing cost
- Which users need training on which processes and at what skill level (Correct answer)
- The go-live cutover schedule
- Which modules the vendor will customize
Correct answer: Which users need training on which processes and at what skill level
A training needs analysis identifies gaps between current user skills and the skills required to operate the new ERP system in each role.
Question 4: Why is role-based training considered superior to generic ERP training for most organizations?
- It is cheaper to produce than generic training
- It focuses each user on only the tasks relevant to their job, improving relevance and retention (Correct answer)
- It requires no subject matter experts to develop
- It can be completed in less time than generic training
Correct answer: It focuses each user on only the tasks relevant to their job, improving relevance and retention
Role-based training eliminates irrelevant content, so users spend time learning only the screens and processes they will actually use in their jobs.
Question 5: What is the recommended approach when an ERP upgrade significantly changes the user interface?
- Allow users to self-discover changes on their own
- Deliver targeted delta training focusing only on what has changed (Correct answer)
- Repeat the full original training program from scratch
- Postpone training until the next major release
Correct answer: Deliver targeted delta training focusing only on what has changed
Delta training targets only the changed features and workflows, respecting users' existing knowledge while efficiently addressing new competency gaps.
Question 6: Which ERP training format is best suited for teaching complex multi-step business processes that span several departments?
- Short microlearning videos under 5 minutes
- End-to-end process walkthroughs with cross-functional scenarios (Correct answer)
- Glossary reference documents
- Individual module feature lists
Correct answer: End-to-end process walkthroughs with cross-functional scenarios
End-to-end process walkthroughs help users understand how their actions affect downstream departments and how the full business process flows through the ERP.
Question 7: What role do super users play in ongoing ERP user support after go-live?
- They replace the IT helpdesk entirely
- They serve as first-line internal experts who answer peer questions and escalate complex issues (Correct answer)
- They perform all system administration tasks
- They negotiate the support contract with the vendor
Correct answer: They serve as first-line internal experts who answer peer questions and escalate complex issues
Super users act as embedded subject-matter experts within business units, providing immediate peer support and filtering only complex issues to IT or the vendor.
ERP User Training 3
What is 'change resistance' in the context of ERP user training, and how is it best addressed?