PMP Practice Questions #32
As a project manager, you have recently overseen the implementation of a new product within the finance department. After providing comprehensive training to the staff who will be using the system, what should be your next step to ensure the product is utilized effectively?
A) Work with management to ensure people receive incentives for using the system.
B) Send regular emails containing tips and tricks to remind users of the training content.
C) Remind users of the benefits the new system brings to the organization.
D) Work closely with users and establish a helpdesk and support system for daily assistance.
The question centres on post-training actions the project manager must take to ensure effective utilization of a new system implemented within a finance department. Given that comprehensive training has already been completed, the focus shifts to reinforcing this training and supporting users in the practical application of their new knowledge. The situation aligns with the ADKAR change management model. This model, an acronym for Awareness, Desire, Knowledge, Ability, and Reinforcement, delineates the sequential steps crucial for effective change. The ideal response would directly support users in applying their training effectively (aligning with the “Ability” stage), rather than revisiting earlier stages of the model or primarily focusing on the final “Reinforcement” stage.
Analysis of Options:
Option A: Work with management to ensure people receive incentives for using the system. This option corresponds with creating “Desire” and “Reinforcement” in the ADKAR model. While incentives can enhance desire and possibly contribute to reinforcement by encouraging consistent system use, this strategy does not directly support users in applying their new knowledge or resolving challenges they encounter, which is crucial immediately following training.
Option B: Send regular emails containing tips and tricks to remind users of the training content. This approach aligns with the “Reinforcement” stage, aiming to keep knowledge fresh and top-of-mind. However, it doesn’t address users’ immediate post-training needs, specifically their ability to apply their new knowledge or seek assistance with real-time challenges.
Option C: Remind users of the benefits the new system brings to the organization. This option revisits the “Awareness” stage, emphasizing the reasons behind the change. While understanding benefits is crucial, it’s typically addressed at the start of the ADKAR process. At this post-training juncture, users need practical support more than they need reminders of the system’s benefits.
Option D: Work closely with users and establish a helpdesk and support system for daily assistance. This response aligns perfectly with the “Ability” stage of the ADKAR model, providing users with practical support as they begin to apply their new knowledge. A helpdesk or support system offers real-time assistance, helping to resolve issues that arise during actual system use, thereby facilitating the transition from theoretical knowledge to practical ability. This option directly addresses the immediate needs of users post-training, making it the most suitable choice in this scenario.
Conclusion: After evaluating all options, option D, which involves setting up a helpdesk and support system, emerges as the most effective next step. While the other options aren’t without value, they don’t meet the immediate, practical needs of users adapting to a new system. Option D ensures users have ongoing support, making it the best choice for ensuring effective utilization of the new system post-training.
PMP Exam Content Outline Mapping
|Business||Task 4: Support organizational change|
|People||Task 13: Mentor relevant stakeholders|
|People||Task 5: Ensure team members/stakeholders are adequately trained|
- Organizational Change Management
- Train and Mentor Stakeholders