Exam Concept: ADKAR®


The ADKAR® change management model is a framework developed by Jeff Hiatt and used by organizations to manage and implement change. The model consists of five stages: awareness, desire, knowledge, ability, and reinforcement. Each stage represents a specific aspect of the change process and is necessary for successful implementation.
  1. Awareness: This stage involves understanding the need for change and its potential benefits. Example: A company recognizes that it needs to improve its customer service to remain competitive and implements a new customer relationship management (CRM) system.
  2. Desire: This stage involves building support for the change among employees and stakeholders. Example: The company holds training sessions and informational meetings to help employees understand the benefits of the new CRM system and how it will improve their work experience.
  3. Knowledge: This stage involves providing employees with the necessary skills and knowledge to successfully implement the change. Example: The company provides training on using the new CRM system, including inputting customer data and tracking customer interactions.
  4. Ability: This stage involves supporting employees as they apply new skills and knowledge to their work. Example: The company provides ongoing support and coaching to help employees use the new CRM system effectively and efficiently.
  5. Reinforcement: This stage involves reinforcing the new behaviors and practices to ensure they become the norm. Example: The company encourages the use of the new CRM system through incentives and rewards and monitors its use to ensure it is effectively integrated into the work process.
The ADKAR model is often used as a guide for creating a change management plan, which outlines the steps and resources needed to successfully implement a change within an organization. ADKAR is designed to help organizations manage the HUMAN ASPECTS of change, such as employee engagement and resistance to change.
Keep calm and study on, exam candidates. You’ve got this!