Digital Change Management Flashcards

In digital transformation, what distinguishes 'change management' from 'project management'?

Answer: Change management focuses on the people side of change; project management focuses on tasks, timelines, and deliverables

Project management delivers the technical solution on time and budget, while change management ensures people are willing and able to adopt it successfully.

A company launches a digital self-service HR portal. Employees still call HR for tasks the portal can handle. Which ADKAR element is most likely missing?

Answer: Ability to use the portal effectively

Ability gaps manifest as continued reliance on old channels even when employees know about the new system; hands-on practice and support are needed.

What is a 'go-live war room' in the context of a digital system launch?

Answer: A centralized support command center active during and after system launch to resolve issues quickly

A go-live war room brings together IT, change management, and business teams in real time to rapidly address adoption blockers and technical issues at launch.

Which of the following is an example of a 'lagging indicator' of digital change success?

Answer: Business process efficiency gains measured six months post-implementation

Lagging indicators measure actual business outcomes after the change has had time to embed, unlike leading indicators which track early adoption activities.

When designing training for a digital transformation, which approach produces the highest knowledge retention?

Answer: Blended learning with role-based simulations and just-in-time resources

Blended learning combining role-specific simulations, practice environments, and accessible job aids produces higher retention than passive instruction methods.

A digital change agent is developing a stakeholder engagement plan. Which factor should be assessed FIRST for each stakeholder?

Answer: Their current level of awareness and support for the change

Assessing current awareness and support levels (often via an influence-interest grid) determines the engagement gap and informs the right strategy for each stakeholder.

What does 'sustaining the change' mean in the final phase of a digital transformation?

Answer: Embedding new digital behaviors into culture, processes, and performance management so they become the default way of working

Sustaining change requires integrating new behaviors into onboarding, performance reviews, and operational processes so the old ways cannot easily resurface.