A project manager is leading a project to implement a new customer relationship management (CRM) system. During the user acceptance testing (UAT) phase, several key end-users express significant resistance to adopting the new system, citing concerns about complexity and disruption to their established workflows. This resistance threatens the successful adoption and benefits realization of the project. What should the project manager do FIRST?
- ARevisit the stakeholder engagement plan and identify tailored strategies to address user concerns.
- BEscalate the issue to the project sponsor for intervention.
- CDocument the resistance as a risk and update the risk register.
- DForce the users to adopt the system by setting strict deadlines.
Show answer & explanationAnswer & explanation
Correct answer: A. Revisit the stakeholder engagement plan and identify tailored strategies to address user concerns.
Resistance from key end-users is a critical stakeholder issue. The project manager should first revisit the stakeholder engagement plan to understand the users' concerns and develop tailored strategies, such as additional training, communication, or adjustments, to address their specific needs and overcome resistance. This proactive approach aims to resolve the issue at its source.
Why the other options are wrong
- B. Escalation should be considered if the project manager's efforts to engage and resolve the issue are unsuccessful; it's not the first step when direct engagement is possible.
- C. Documenting as a risk is a good step, but it's reactive. The 'FIRST' action should be to actively address the root cause of the resistance by revisiting the engagement strategy.
- D. Forcing adoption without addressing concerns can lead to low morale, continued resistance, and ultimately, project failure.
Stakeholder Resistance Management
The process of identifying, analyzing, and developing strategies to mitigate negative stakeholder impacts or convert resistant stakeholders into supporters.
- Requires understanding the root causes of resistance.
- Involves tailoring communication and engagement strategies.
- Aims to ensure project acceptance and successful benefits realization.
Memory trick: Hear their worries, then adjust your sails, so your project ultimately prevails.