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Progress is real; benchmarks set and realized; indicators established to guarantee accountability
Questions This Answers…
- How are we doing as a team in driving acceptance ?
- Are we able to measure the Acceptance (A) strategy as rigorously as the Technical Solution Strategy (Q) ?
CAP Profile Exercise
Recreate the CAP Profile on a flip chart
In table teams, pick a generic project/subject that everyone has equal knowledge about (for example, the world’s efforts to move to more fuel efficient cars)
Using sticky dots, team members rate how well the change is being managed for sustainment (scale of 1-100 where 100 is best)
Look at variances of responses on chart
Debrief with group: What does this picture say? Why did some rate it low, others high, others middle? Where are the successes? What actions can be taken to support the shortfalls?
How effectively is our change team working together ?
- Helps team troubleshoot issues they are facing by helping them agree on the trouble spots and collectively come up with action items
- Can be used as a regular touchstone
- Helps gather feedback on team’s performance and hold each other accountable
Learning Comprehension and Commitment
During Implementation
- Training participation rates
- Learning evaluation results
- Skill test results
- Amount of demand for training
Post Implementation
- Evaluate responses to commitment questions
- Percentage of stakeholders who are able to demonstrate desired behaviors on the job
- Percentage of stakeholders who are able to teach/coach peers on new behaviors
Communication Effectiveness
During Implementation
- Number of hits on communication websites
- Number of responses or clarifying questions asked after communication
- Feedback results from surveys
- Frequency with which employees utilize communication feedback channels
Post Implementation
- Able to demonstrate understanding of communication messages (repeat specific messages when communicating with others)
- Number of stakeholders who saved website in their “Favorites”
- Percentage of communication tools that remain as “artifacts” in the environment
Meaningful Metrics
3 step process:
- What are the most meaningful metrics for evaluating acceptance of this change?
- What methods would be best for gathering data?
- What is our overall measurement plan?
Stakeholder Attitudes and Engagement
During Implementation
- Number of supportive/negative statements made about the change in public settings
- Number of influencers or leaders who voice support or criticism for the change
- Level of difficulty in receiving resources or funding to support the change
- Participation in pilots or focus groups
Post Implementation
- Number of stakeholders who formally speak out against the change
- Percentage of stakeholders who leave the organization after the change is implemented
- Percentage of stakeholders who have their performance goals altered to align with the change
- Percentage of time spent addressing concerns about the change
Behavioral Change Analysis
Used to assess progress on desired actions and behaviors as outlined in “More of/Less of” behaviors conversation
*Option: write the actual behaviors you are observing at this stage of the project
Utilization of New Solution
During Implementation
- Implementation delays
- Number of milestones completed on time
- Compliance with expectations and timelines
- Speed or quality of issue resolution by engaged stakeholders and sponsors
Post Implementation
- Number of associates using the “old” process, tool, or technology
- Usage of work-around solutions
- Number of process exceptions requested
- Number of process exceptions approved
Data Collection Methods
- Organizational data
- Surveys
- Behavioral considerations
- Focus groups
- Manager feedback
- Interviews
Data Collection Plan
Used to ensure a rigorous plan is in place to collect the data required to monitor progress.
Assess Progress
- Are individuals and teams accountable for results ?
- Do we know which measures will show progress toward the goa l?
- Have we established ways to gather data ?
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