Measuring Change Management Performance (Metrics)
Introduction
Need to be able to measure the effectiveness of your change management activities, especially the people side.
Some questions to help:
"...- Did you measure the effectiveness of your change management effort in support of the project?
- Did you measure whether the change was occurring at the individual level?
- Did you have to report on change management effectiveness of the project?
- How did you demonstrate the value-add of applying change management on the project?
- How did you measure the overall outcome of applying change management?..."
Prosci, 2023t
Operational speed vs. Strategic speed
Operational speed is following a linear timeline.
Strategic speed involves feedback loops that either reinforce or challenge your process; if it is the latter, it highlights the need to modify.
Researchers show that strategic speed give significantly better results than operational speed.
At the highest level, your measurement strategy should assess:
"...- change management activities you're tasked with completing
- the outcome of those activities at both individual and organisational level..."
Prosci, 2023t
(source: Prosci, 2023t)
Metrics
Measurement is at 3 levels, ie organisational, individual and change management.
At the start of the project, different stakeholders collaborate to define what measures are the most meaningful to determine success, ie need alignment around expected outcome(s); establish ways of continually collecting and reviewing data that measure progress; need to be able to track the measures to determine whether you need to modify your approach so that you achieve the expected results; most managers are highly project-dependent.
(source: Prosci, 2023t)
Measuring organisational performance is associated with the project achieving desired outcomes for the organisation, ie did the initiative deliver as expected?
Some common organisational metrics include:
"...- performance improvements
- adherence to the project plan
- business and change readiness
- project KPI measurements
- benefit realisation and ROI
- adherence to timeline
- speed of execution..."
Prosci, 2023t
Measuring individual performance, ie determining impact of the change on individuals and evaluating how they are progressing; some methods used to obtain these measurements include surveys, tests, assessments, observation, performance evaluation, etc; some common metrics include:
"...- adoption metrics
- usage and utilisation reports
- compliance and adherence reports
- proficiency measures
- employee engagement, buy-in and participation measures
- employee feedback
- issue, compliance and error logs
- help desk calls and request for support
- awareness and understanding of the change
- observation of behavioural change
- employee readiness assessment results
- employee satisfaction survey results..."
Prosci, 2023t
Measuring change management performance, ie measure the actual activities carried out by the change management team; this is linked with measuring organisation individual performance; some common metrics include
"...- tracking change management activities conducted according to plan
- training tests and effectiveness measures
- training participation and attendance numbers
- communication deliveries
- communication effectiveness
- performance improvements
- progress and adherence to plan
- business and change readiness
- project KPI measurements
- business realisation and ROI
- adherence to timeline
- speed of execution..."
Prosci, 2023t
Operational speed vs. Strategic speed
Operational speed is following a linear timeline.
Strategic speed involves feedback loops that either reinforce or challenge your process; if it is the latter, it highlights the need to modify.
Researchers show that strategic speed give significantly better results than operational speed.
NB there is overlap in the metrics measuring the performance of organisation and change management.
When developing the metrics need to consider on the timeline for change.
(source: https://infograph.venngage.com)