Slides from Tim Creasey's presentation at ACMP Pacific Northwest Change Connect 2014 - "Cracking the Measurement Code: Create Your Research-Based Change Measurement Scorecard" - tcreasey@prosci.com

1. Prosci Change Management
Cracking the Measurement Code:
Create Your Research-Based
Change Measurement Scorecard
Tim Creasey
Prosci
Chief Development Officer
Copyright Prosci 1 2014. All rights reserved.
tcreasey@prosci.com
208-333-7777
www.linkedin.com/in/timcreasey/
@timcreasey

2. Copyright Prosci 2014. All rights reserved.
Intent:
To enable you to more effectively
engage leaders and project teams
By creating a common, shared,
multi-layered view of success
and “connecting the dots”
Using Prosci’s new research-based
Change Measurement Framework
To create your own, customized
Change Measurement Scorecard
2

3. Copyright Prosci 2014. All rights reserved.
Agenda:
3
10
min
Why is measuring CM so challenging and elusive?
Why does measurement matter?
15
min Latest research on measurement
20
min Prosci Change Measurement Framework
45
min
Your Change Measurement Scorecard
- Individual
- Small group
- Large group

4. Why Is Measuring Change
Management So Challenging?
Copyright Prosci 2014. All rights reserved.
4
Not “Is-Was” but
“Could be-Could be”
Parallel universes
don’t exist
Paid back in silence
and non-events
Requires upfront agreement on what
success means and how to measure it

5. Have you tried measuring
change management?
Flipchart of common components
or themes of measurement
Copyright Prosci 2014. All rights reserved.
Prosci ®
5

6. Copyright Prosci 2014. All rights reserved.
Why does
measurement
matter?
Prosci ®
6

7. Latest research on
measurement
Prosci ®
7 Copyright Prosci 2014. All rights reserved.

8. New Measurement Questions
Did you measure the effectiveness of
your change management effort in support
Copyright Prosci 2014. All rights reserved.
8
of the project?
What metrics did you use?
Did you measure whether the
change was occurring at the
individual level?
What metrics did you use?
Did you have to report on change
management effectiveness of the project?
To whom? What metrics did you use?
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 on the project?

9. Copyright Prosci 9 2014. All rights reserved.

10. Copyright Prosci 10 2014. All rights reserved.

11. Copyright Prosci 11 2014. All rights reserved.

12. Copyright Prosci 12 2014. All rights reserved.

13. Copyright Prosci 13 2014. All rights reserved.

14. Prosci Change
Measurement
Framework
Prosci ®
14 Copyright Prosci 2014. All rights reserved.

15. Prosci Change Measurement Framework
Three Levels x Three Timeframes
Individual
Transitions
Performance
Copyright Prosci 2014. All rights reserved.
15
Project
Performance
Change Mgmt
Activities
Early Mid Late
Organizational
Performance
How much value did the project
generate (benefit realization)?
How effectively did impacted
employees bring the change to
life in their work?
How well did we “do”
change management?

16. Copyright Prosci 16 2014. All rights reserved.
Benefit realization
Return on Investment (ROI)
Project success
Objectives met
Objectives set
Performance improvement
Progress to plan
Performance against deliverables
Adherence to schedule
Key Performance Indicators
Readiness (Change and Business)
Results and outcomes
Organizational
Performance
Early Mid Late

17. Polleverywhere survey
Organizational Measurement
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17

18. Copyright Prosci 18 2014. All rights reserved.
Usage
Compliance
Adoption
Buy-in and commitment
Engagement
Participation
Proficiency
Awareness
Understanding
Readiness (Individual)
Results and outcomes
Individual
Performance
Early Mid Late

19. Polleverywhere survey
Individual Measurement
Copyright Prosci 2014. All rights reserved.
19

20. Copyright Prosci 20 2014. All rights reserved.
Applying approach
Dedicating resources
Scaling and customizing
Activity completion
Activity effectiveness
Communication deliveries
Communication effectiveness
Training delivery/attendance
Training effectiveness
Sustainment activities
Collection of feedback
Compliance and usage audits
Results and outcomes
Change Mgmt
Performance
Early Mid Late

21. Polleverywhere survey
Copyright Prosci 2014. All rights reserved.
CM Measurement
21

22. Prosci Change Measurement Framework
Three Levels x Three Timeframes
Organizational
Performance
Individual
Performance
Change Mgmt
Performance
Copyright Prosci 2014. All rights reserved.
Objectives set
Readiness
Progress to plan
Deliverables met
Schedule adherence
KPIs
Benefit realization
Project success
Objectives met
Performance improvement
Approach
Resources
Scaling and customizing
Activity completion
Comm. completion
Training completion
Activity effectiveness
Compliance/usage audits
Collection of feedback
Sustainment activities
Buy-in and commitment
Awareness
Understanding
Readiness
Adoption
Engagement
Participation
Usage
Compliance
Proficiency
22
Early Mid Late

23. Prosci Change Measurement Framework
Organizational
Performance
Individual
Performance
Change Mgmt
Performance
Copyright Prosci 2014. All rights reserved.
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
23
Early Mid Late

24. Framework Over Time
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24
Kickoff Introduce to
Impacted Employees
(start Individual)
Go Live
Ability for Individuals
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities

25. Holistic, Integrated,
Multi-Layered
Understanding the
Copyright Prosci 2014. All rights reserved.
Relationships
25

26. Prosci Change Measurement Framework
Organizational
Performance
Individual
Performance
Change Mgmt
Performance
Copyright Prosci 2014. All rights reserved.
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
26
Early Mid Late

27. Prosci Change Measurement Framework
Organizational
Performance
Individual
Performance
Change Mgmt
Performance
Copyright Prosci 2014. All rights reserved.
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
27
Early Mid Late
Outcome
Outcome
Activity

28. Individual
Performance
Copyright Prosci 2014. All rights reserved.
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
28
WHY
we are changing
HOW
we capture the portion of project benefits that
depend on employee adoption and usage
WHAT
we can do to drive employee
adoption and usage

29. Individual
Performance
Copyright Prosci 2014. All rights reserved.
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
29
CMROI:
The portion of expected
project benefits that
depends on employee
adoption and usage
Showing dependency of
organizational and project
“results and outcomes” on
individual transitions is the
core of CMROI

30. Results and Outcomes Depend on
Employee Adoption and Usage
Current Transition Future
Copyright Prosci 2014. All rights reserved.
Without With change management
=
X project
benefits
created
Adoption
and usage
gets bumpy
Adoption
and usage
takes longer
Adoption
and usage
incomplete
Adoption
and usage
not as
expected
Current Transition Future
<X
30

31. The ROI of Change Management
Project
Benefits
Copyright Prosci 2014. All rights reserved.
CMROI
Current Transition Future
31
Realized by
the change
WITH
change
management
Realized by
the change
WITHOUT
change
management
Current Transition Future
Project
Benefits
Benefits of
change
management
Contribution of
adoption and usage
to project benefits
realized

32. Individual
Performance
Copyright Prosci 2014. All rights reserved.
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
32
A D K A R
Mapping
ADKAR®
to Individual
Performance

33. Individual
Performance
Copyright Prosci 2014. All rights reserved.
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
33
A D K A R
Identify
Impacted
Groups
Group 1
Group 2
Group 3
Group 4
Group 5
Group 6
Group n
Inventory Impacted Groups
What does “to adopt and use”
mean for the group?
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes

34. Individual
Performance
Copyright Prosci 2014. All rights reserved.
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
34
A D K A R
Sponsor Roadmap
Coaching Plan
Training Plan
Resistance Mgmt
Connecting
Prosci
3-Phase
Process to
ADKAR
Communications
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes

35. Your Change
Measurement
Scorecard
Copyright Prosci 2014. All rights reserved.
35

36. Change Measurement Scorecard
Organizational
Performance
Copyright Prosci 2014. All rights reserved.
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Change Mgmt
Performance
Your metrics Your metrics Your metrics
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
36
Early Mid Late
Your metrics Your metrics Your metrics
Your metrics Your metrics Your metrics

37. A Quick Case Study
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37
Organization: $20B financial services firm
Project: installation of new Customer Service Management system
Approach: CM lead facilitates conversation with project team
based on the framework to identify key metrics
Early Mid Late
Organizational
Performance
Adoption of a nimble tool;
Mobile solution;
Increased speed to market
Delivery methodology
milestones met
Increase in revenue X%;
Increase opportunity size Y%;
Improve win rates Z%
Individual
Performance
Readiness assessments;
Participation of change
agent network
Awareness surveys;
Knowledge checks;
Logins to system
Behavior change;
User productivity increases
Change Management
Performance
Change management staffing;
Key stakeholder alignment
Communication tracking;
Manager involvement;
Training delivery tracking
Follow-up assessments;
Implementation reviews;
Change outcome reviews

38. Copyright Prosci 2014. All rights reserved.
Big picture view
Co-created, shared vision of “success”
Reconciled various existing measures
Connected of dots that were not connecting
Executive: “Now, I get it. I understand what
change management is doing.”
Outcomes:
A Quick Case Study
38

39. Organizational
Performance
Copyright Prosci 2014. All rights reserved.
Org Readiness
and Change
Connect tangible individual
performance metrics to
Requisites
Progress
to Plan
Results
and
Outcomes
Change Mgmt
Performance
Preparing:
Strategy and
Plans
organizational benefits
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Connecting the Dots
39
Connect project mantra (that everyone
could recite) to what the organization
was actually going to get out of it
Connect CM activities
to successful
individual transitions

40. Breakout Session to Build Your Scorecard
Organizational
Performance
Individual
Performance
Change Mgmt
Performance
Copyright Prosci 2014. All rights reserved.
40
Individual
Exercise
Group
discussion
Individual
Exercise
Group
discussion
Individual
Exercise
Group
discussion
Pollev.com/Prosci
Post to
screen
Post to
screen
Post to
screen

41. Organizational
Performance
Org Readiness
and Change
Requisites
Copyright Prosci 2014. All rights reserved.
Organizational
Performance
Progress
to Plan
Results
and
Outcomes
41
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Early Mid Late
• What are the project
objectives and organizational
benefits? Are they defined?
• Do you have: Scope? Charter?
Team? Resources? Other
requisites?
• Do you have a project plan?
• Are there defined:
Milestones, Deliverables,
Schedule, Budget?
• How will you track
adherence?
How will you measure:
• If results and outcomes
are achieved?
• Sustainment of benefits?
• Improvement in
performance?
• If objectives have been met?

42. Copyright Prosci 2014. All rights reserved.
Organizational
Performance
• Discuss at your table
• Identify key themes
• Post to screen
42
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance

43. Polleverywhere idea generation
Organizational Performance
Copyright Prosci 2014. All rights reserved.
43

44. Individual
Performance
Individual
Readiness
Copyright Prosci 2014. All rights reserved.
Engagement,
Participation,
and Adoption
Individual
Performance
Usage and
Performance
44
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Early Mid Late
• Have you identified the
groups impacted by this
project or initiative?
• What is their level of
understanding,
commitment and buy-in,
Awareness and Desire?
• How will you encourage and
measure: engagement,
participation, and adoption?
• Is there sufficient Knowledge?
How will you know?
• Is there sufficient Ability?
How will you know?
• How will you measure usage?
• How will you measure
proficiency and quality of
compliance?
• How will you measure
sustained adoption?

45. Copyright Prosci 2014. All rights reserved.
Individual
Performance
45
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
• Discuss at your table
• Identify key themes
• Post to screen

46. Polleverywhere idea generation
Individual Performance
Copyright Prosci 2014. All rights reserved.
46

47. Change Mgmt
Performance
Change Management
Preparing:
Strategy and
Plans
Copyright Prosci 2014. All rights reserved.
Managing:
Implementation
Activities
Performance
Reinforcing:
Sustaining
Activities
47
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
Early Mid Late
• Are you using a structured
approach with dedicated
resources for CM?
• Have you created and
customized your strategy?
• Have you created your
change management plans?
How will you execute and
evaluate your five plans:
• Communication activities
• Sponsorship activities
• Coaching activities
• Training activities
• Resistance mgmt activities
• How will you evaluate
effectiveness of activities?
• How will you audit
compliance, collect feedback,
reward and recognize?
• What sustainment activities
do you have planned?

48. Change Management
Copyright Prosci 2014. All rights reserved.
Performance
48
Change Mgmt
Performance
Preparing:
Strategy and
Plans
Managing:
Implementation
Activities
Reinforcing:
Sustaining
Activities
Organizational
Performance
Org Readiness
and Change
Requisites
Progress
to Plan
Results
and
Outcomes
Individual
Performance
Individual
Readiness
Engagement,
Participation,
and Adoption
Usage and
Performance
• Discuss at your table
• Identify key themes
• Post to screen

49. Polleverywhere idea generation
Copyright Prosci 2014. All rights reserved.
CM Performance
49

50. Co-creating
“critical and
compelling”
Copyright Prosci 2014. All rights reserved.
metrics
50

51. Review the outputs and
themes from individual and
Copyright Prosci 2014. All rights reserved.
group exercises
What insights on
measurement will you take
away from today’s session?
Prosci ®
51

52. Copyright Prosci 2014. All rights reserved.
Completion
Intent Met?
To enable you to more effectively
engage leaders and project teams
By creating a common, shared,
multi-layered view of success
and “connecting the dots”
Using Prosci’s new research-based
Change Measurement Framework
To create your own, customized
Change Measurement Scorecard
52

53. Polleverywhere idea generation
Submit to get outputs
Copyright Prosci 2014. All rights reserved.
53

54. Tim Creasey
www.linkedin.com/in/timcreasey/
tcreasey@prosci.com
Copyright Prosci 2014. All rights reserved.
1367 South Garfield Ave
Loveland, Colorado, USA 80537
+1 970-203-9332
www.prosci.com
www.change-management.com
54
The following are trademarks or registered trademarks of Prosci, Inc. All rights reserved. Prosci®; Project Change Triangle™ (PCT™); Awareness Desire Knowledge Ability Reinforcement®;
ADKAR®; Prosci® Change Management Maturity Model™; Preparing for Change, Managing Change, Reinforcing Change™

55. Prosci is a world-leader in change management
research and development – addressing the “soft”
side of change with process, structure and rigor.
www.prosci.com | 970-203-9332
We help organizations capture the portion
of project benefits that depend on
employee adoption and usage of solutions.
Our Mission
To help individuals and organizations
build change management competencies
through development and delivery
of research-based, holistic, and easy-to-use
tools and methodologies.
Copyright Prosci 55 2014. All rights reserved.
Our Principles
• Research-based
• Holistic
• Easy-to-use
Our Offerings
Research Training
Published tools Train-the-Trainer
Online tools Site licenses
Additional ways to
engage with Prosci
Prosci Portal: Online gateway to
your virtual change management
workspace. Includes free resources
and change management apps.
https://portal.prosci.com
Free Tutorials: 10-15 minute reads
on a variety of change management
topics including communication,
resistance, methodology and
integrating change management
with project management.
www.change-management.com/tutorials.htm
Free Webinars: 1-hour interactive
webinars with tips, research data and
suggestions covering many of the
pressing issues facing project leaders
and change practitioners.
www.change-management.com/webinars.htm
Prosci’s 2014
Best Practice
in Change
Management