ERP User Training and Change Management 2 — Questions and Answers
Question 1: Which change management model uses the three phases of 'Unfreeze, Change, Refreeze' to guide ERP 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 model describes unfreezing current behaviors, implementing the change, then refreezing the new state as the standard.
Question 2: During an ERP go-live, a department reports that training did not cover a critical workflow. What is the BEST immediate response?
- Roll back the ERP system to the legacy platform
- Assign a super user to provide on-the-floor coaching (Correct answer)
- Suspend operations in that department until formal retraining is complete
- Issue a written memo explaining the correct workflow
Correct 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.
Question 3: What does 'training needs analysis' (TNA) primarily determine before ERP deployment?
- The total cost of ERP licensing
- Which employees need what level of training on which modules (Correct answer)
- The number of servers required to run the ERP
- Which vendors will supply the training materials
Correct 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.
Question 4: A company uses role-based training for its ERP rollout. Which statement BEST describes this approach?
- Every employee receives identical training regardless of job function
- Training content is tailored to the specific tasks each user role performs in the ERP (Correct answer)
- Training is only provided to managers and executives
- Training is conducted exclusively through self-paced e-learning modules
Correct 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.
Question 5: Which metric BEST measures the effectiveness of ERP change management efforts post-go-live?
- Number of training sessions held
- User adoption rate and system utilization statistics (Correct answer)
- Total training budget spent
- Number of super users certified
Correct 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.
Question 6: What is the purpose of a 'cutover plan' in ERP change management?
- To define the project budget for the new system
- To document the step-by-step process for transitioning from the legacy system to the ERP (Correct answer)
- To outline employee termination procedures during the ERP transition
- To schedule vendor contract renewals post-implementation
Correct 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.
Question 7: Resistance to an ERP change is often rooted in which primary human concern?
- Preference for newer technology
- Fear of job loss or loss of control over familiar processes (Correct answer)
- Desire for longer working hours
- Dislike of software vendors
Correct 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.
ERP User Training and Change Management 2
Which change management model uses the three phases of 'Unfreeze, Change, Refreeze' to guide ERP transitions?