easy · Project Management Professional Hybrid Approaches
Quill Digital is implementing a new CRM system. During the 'Ability' phase of the ADKAR transition, users complain that they understand the training but cannot find the specific fields needed during high-speed customer calls.
What should the project manager do?
- Update the project vision to emphasize the long-term benefits of the CRM for the company.
- Provide additional classroom training sessions to repeat the core system functionality.
- Assign floor coaches and provide job aids to support users during live transactions.
- Send a memo to all staff reminding them that the legacy system will be retired in two weeks.
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