A PM is responsible for implementing a new customer relationship management system and has learned that the sales organization is reluctant to utilize the new system. The organization’s reluctance could jeopardize the success of the project. Which of the following steps should be taken to understand the adoption issues and gain organizational acceptance of the initiative? (Choose two.)
To address the reluctance of the sales organization in adopting the new customer relationship management system, two key steps should be taken. First, training users on the proper use of the system is crucial to ensure they understand how to utilize it effectively. Often resistance to new systems arises from a lack of familiarity or confidence in using them, and training can directly mitigate this issue. Secondly, holding sessions to understand user challenges is essential in identifying specific concerns or obstacles that users are facing. By engaging with the users directly, the PM can gain insights into the root causes of the reluctance and work towards addressing them, thereby facilitating a smoother adoption process.
I think AC are correct
Only reason I don't think A is correct because the question is about what the PM should do. PMs aren't responsible for training users.
It is the PM's responsibility to communicate to all the stakeholder a great level of understanding in reference to the workings of the new system. Remember the PM is responsible for the whole project so yes in order to gain acceptance from the stakeholder the PM must bring full awareness of the new system to the table. Remember a change is taking place and some folk are not keen to changes because they are use to the system already in place and any changes could uproot their comfort. So, it is best for the project manager to acclimate the stakeholders to the new system to offer awareness to the new system. So, assigning team members to hold sessions and conduct training is the responsibility of the PM. This issue should have already been logged prior too as a potential project obstacle the project may face.
The question is about what the PM should do.
To all those who argue that E is correct because A is not something the PM should do, please show me where it states what the PM should do? It doesn’t. It asks what steps should be taken to understand adoption issues(C) and gain organizational acceptance of the initiative(A). The question asks two questions and requests two answers. No where does it say the steps have to be done by the PM. Also, explain to me how logging the issue in the risk register would gain organizational acceptance if you really think that would do a better job than A.
Definitely CE, It is to understand the issues. Not training them
NOT E, because it's not issue, but it is a risk. The key difference is an “issue” already has occurred and a “risk” is a potential issue that may or may not happen and can impact the project positively or negatively.
Yeah I’m going CE on this one PMs are not responsible for training
C. Hold sessions to understand user challenges. This will help the PM to understand the specific reasons why the sales organization is reluctant to use the new system. Once the PM understands the challenges, they can work to address them. E. Log the issue in the project risk register. This will ensure that the issue is tracked and that it is addressed in the project plan.
Definitely AC
The answer is absolutely A and C the main problem is that there are users not using the new system. They question specifically is asking "How do we understand why its not being used, and how do we boost its acceptance?" Talk to the users to find out why they arent using the new system, and then train them to use the new system (of course while addressing any glaring issues with the implemented system that may need to be tweaked) Sure PM may not be responsible for training the users but nowhere in the question does it say that the PM would be the person to do that.
Not A, because it's not the PMs role to do that; that would come from another area if analysis of unhappy sales employees does come from poor understanding. However, this usually isn't the case and refusal to use may be coming from something else, so training could be completely useless. So, yes ask them "what's going on guys?" And then as the PM, log it as a concern to address.