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Change Management Blog

How to Measure the Success of Change Management?

February 6, 2023

Wajdi Essid

Time to Read: 3 Min

 

How to Measure the Success of Change Management?

 

The value of Change Management in contributing to a project’s success is now largely recognized, but it has been hard to quantify for various reasons. While the benefit of introducing a technology or process change can be estimated in terms of its return on investment, the value that Change Management adds relates to enabling and supporting that change in the organization. It deals with people, mindsets and behavior, and that is harder to measure.

As a change manager, your measurement strategy should assess :

  • The change management activities you’re tasked with completing.

  • The outcomes of those activities at both the individual and organizational levels.

 

There are three categories of CM measurements :

Organizational performance, individual performance and change management performance.

  1. Measuring Organizational Performance :

    • Performance improvements

    • Adherence to project plan

    • Business and change readiness

    • Project KPI measurements

    • Benefit realization and ROI

    • Adherence to timeline

    • Speed of execution

  2. Measuring Individual Performance :

    • Adoption metrics

    • Usage and utilization 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 requests for support

    • Awareness and understanding of the change

    • Observations of behavioral change

    • Employee readiness assessment results

    • Employee satisfaction survey results

    • ADKAR® Model surveys

  3. Measuring Change Management Performance :

    • 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

    • Benefit realization and ROI

    • Adherence to timeline

    • Speed of execution

 

Whatever the nature of your project, look for ways to measure project performance, individual performance and change management performance so you can thoroughly gauge and report on the effectiveness of your change management activities. Gaining alignment across stakeholders at the beginning of a project on the measures in each category is essential. The project sponsor, project team, and change management team should collaborate to define which measures are most meaningful for the project, plus establish a cadence of collecting and reviewing data. You should then track those measures throughout the project and adapt the change management approach to ensure expected project results are achieved.

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