Copyright Prosci 2015. All rights reserved.
Mobilize More People, Think Bigger, Focus on the Future –It All Starts Here!
www.prosci.com | +1-970-203-9332Research | Methodology | Training | Advisory ServicesProsci ®
1
June [email protected] @timcreaseywww.linkedin.com/in/timcreasey/
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If you don't know where you are going, you might wind up someplace else.Yogi Berra
Copyright Prosci 2015. All rights reserved.
Definition of Goals and Objectives Drives Results
3
PoorlyDefined
Goals andObjectives
AdequatelyDefined
WellDefined
VeryWell
Defined
= met objectives= exceeded objectives
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Just because it is common sense
does not mean it is common practice!
Will Rogers
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On a scale of 1 (muddy) to 10 (crystal), how well is the “where you are going”
defined on the projects that you support?
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Prosci Change Scorecard
6
Organizational Performance
Change MgmtPerformance
IndividualPerformance
Support and catalyze individual employee adoption and usage
…in order to capture the expected benefits and objectives
…by applying effective change management in a structure, intentional way
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Why Are We Here?
7
Requirements ResultsOutputs Outcomes
Specifications Sustainment
Installation Realization
Solutions Benefits
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Prosci Change Scorecard
8
Organizational Performance
Change MgmtPerformance
IndividualPerformance
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Early Mid Late
© Prosci Inc. 2015. All rights reserved.
Copyright Prosci 2015. All rights reserved.
Agenda:
9
WHAT
HOW
WHYChange MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Prosci Change Scorecard
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
10
WHAT
HOW
WHY
Alignment
Credibility
Engagement
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
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WHAT
HOW
WHY
11
Projects are more successful with a clear
definition of what defines success and
how to drive it.
•What is the valueof having a shared definition of success up front?
•What challengeshave you experienced in score carding project success?
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
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What is the value of having a shared definition of success up front?
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WHAT
HOW
WHY
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
13
WHYwe are changing
HOWwe capture the portion of project benefits that
depend on employee adoption and usage
WHATwe can do to drive employee
adoption and usage
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Estimate the percent of overall project results and outcomes that depend on adoption and usage:
Copyright Prosci 2015. All rights reserved.
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
15
WHYwe are changing
WHATwe can do to drive employee
adoption and usage
HOWwe capture the portion of project benefits that
depend on employee adoption and usage
Gartner BPM Summit Prosci Webinar
WHAT
HOW
WHY
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A Quick Case Study
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Organization: $20B financial services firm
Project: installation of new Customer Relationship Mgmt 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
WHAT
HOW
WHY
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Big picture view Co-created, shared vision of “success”Reconciled various existing measuresConnected of dots that were not connectingExecutive: “Now, I get it. I understand what change management is doing.”
A Quick Case Study
17
Outcomes:
WHAT
HOW
WHY
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Organizational PerformanceOrganizational Performance
Org Readiness and Change Requisites
Progress to Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing:Strategy and
Plans
Managing:Implementation
Activities
Reinforcing:SustainingActivities
IndividualPerformance
IndividualReadiness
Engagement, Participation, and Adoption
Usage andPerformance
Connecting the Dots
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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
Connect tangible individual performance metrics to organizational benefits
WHAT
HOW
WHY
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Creating a Shared Definition of Success
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SponsorsCM
Team
Why are we changing?
How do we define success?
What does “done” mean?
ProjectTeam
WHAT
HOW
WHY
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What are the advantages of co-creating the Change Scorecard?
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Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
21
WHAT
HOW
WHY
Alignment
Credibility
Engagement
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
WHAT
HOW
WHY
22
Research-based
Multi-dimensional
Definition of success (outcomes and activities)
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
Copyright Prosci 2015. All rights reserved.
New Measurement Questions
23
Did you measure the effectiveness of your change management effort in support
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?
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved. 24
WHAT
HOW
WHY
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WHAT
HOW
WHY
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WHAT
HOW
WHY
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WHAT
HOW
WHY
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WHAT
HOW
WHY
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WHAT
HOW
WHY
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
29
Benefit realizationReturn on Investment (ROI)
Project successObjectives met
Performance improvement
Results and outcomes
Objectives set
Readiness (Change and Business)
Key Performance Indicators
Progress to planPerformance against deliverables
Adherence to schedule
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WHAT
HOW
WHY
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
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UsageComplianceAdoption
EngagementParticipation
Results and outcomes
Buy-in and commitment
Readiness (Individual)
AwarenessUnderstanding
Proficiency
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WHAT
HOW
WHY
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
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Applying approachDedicating resources
Scaling and customizingActivity completion
Communication deliveries
Results and outcomes
Activity effectiveness
Compliance and usage audits
Sustainment activitiesCollection of feedback
Training delivery/attendanceCommunication effectiveness
Training effectiveness
Copyright Prosci 2015. All rights reserved.
Organizational Performance
Change MgmtPerformance
IndividualPerformance
Organizational Performance
Objectives setReadiness
Progress to planDeliverables metSchedule adherenceKPIs
Benefit realizationProject successObjectives metPerformance improvement
Change MgmtPerformance
ApproachResourcesScaling and customizing
Activity completionComm. completionTraining completion
Activity effectivenessCompliance/usage auditsCollection of feedbackSustainment activities
IndividualPerformance
Buy-in and commitmentAwarenessUnderstandingReadiness
AdoptionEngagementParticipation
UsageComplianceProficiency
Prosci Change Measurement FrameworkThree Levels x Three Timeframes
32
Early Mid Late
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved.
Organizational Performance
Change MgmtPerformance
IndividualPerformance
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Prosci Change Scorecard
33
Early Mid Late
Outcome
Outcome
Activity
WHAT
HOW
WHY
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WHAT
HOW
WHYChange Scorecard Over Real Project Timeline
34
Kickoff Introduce toImpacted Employees (start Individual)
Go LiveAbility for Individuals
Org Readiness and Change Requisites
Progress to Plan
Resultsand
Outcomes
IndividualReadiness
Engagement,Participation,and Adoption
Usage andPerformance
Preparing:Strategy and
Plans
Managing:Implementation
Activities
Reinforcing:Sustaining Activities
Copyright Prosci 2015. All rights reserved.
WHAT
HOW
WHY
Organizational Performance
Change MgmtPerformance
IndividualPerformance
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
35
Early Mid Late
Prosci Change Scorecard
What goes in each cell to Mobilize More People, Think Bigger, and Focus on the Future?
© Prosci Inc. 2015. All rights reserved.
Copyright Prosci 2015. All rights reserved.
WHAT
HOW
WHY
36
Prosci Change Scorecard
Copyright Prosci 2015. All rights reserved. 37
Scale of 1 (poor) to 5 (excellent): how well do you define, measure and track ORGANIZATIONAL PERFORMANCE (top row)?
Copyright Prosci 2015. All rights reserved. 38
Scale of 1 (poor) to 5 (excellent): how well do you define, measure and track INDIVIDUAL PERFORMANCE (middle row)?
Copyright Prosci 2015. All rights reserved. 39
Scale of 1 (poor) to 5 (excellent): how well do you define, measure and track CHANGE MANAGEMENT PERFORMANCE (bottom row)?
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
WHAT
HOW
WHY
40
Research-based
Multi-dimensional
Definition of success (outcomes and activities)
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
41
WHAT
HOW
WHY
Meet
Implement
Measure
Track
Copyright Prosci 2015. All rights reserved.
Which Cells Should You Tackle in a Meeting?
42
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved. 43
It is not the answer that
enlightens, but the question.
Eugène Ionesco
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved. 44
Change Catalyzing Questions
Why – Who – How Much – What
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved.
WHAT
HOW
WHY
Prosci Change Management BlueprintAchieving Results By Catalyzing Individual Change
Whyare we changing?
Whohas to do their
jobs differently?
How Muchdepends on individual
transitions?
Whatcan we do to drive and support individual transitions?
45
© Prosci Inc. 2015. All rights reserved.
Copyright Prosci 2015. All rights reserved.
Why Are We Changing?
0
200
400
600
800
Future
Organizational Benefits Project Objectives
RevenueCostsProfitsEfficiencies
ComplianceSafetyProcess ExcellenceCustomer Satisfaction
Specific metrics and measurements for
improvement
How work will be different after the change
46
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved. 47
On a scale of 1 (muddy) to 10 (crystal), how clearly are benefits and objectives defined?
Copyright Prosci 2015. All rights reserved. 48
Who has to “adopt and use”?
What does “adopt and use” mean?
Processes
Systems
Tools
Jobroles
Criticalbehaviors
Mindset/Attitudes/
Beliefs
Reportingstructure
Performancereviews
Compensation
Location
Aspects of a person’s job
you can impact
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved. 49
On a scale of 1 (muddy) to 10 (crystal), how clearly are individual changes defined?
Copyright Prosci 2015. All rights reserved.
Whyare we changing?
Whohas to do their
jobs differently?
How Much
depends on individual
transitions?
Whatcan we do to drive and support individual transitions?
WHAT
HOW
WHY
50
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Connecting…
…to the
Change Catalyzing Questions
ProsciChange
Scorecard
Copyright Prosci 2015. All rights reserved.
WHAT
HOW
WHY
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
What you have left to do…Create and Finalize Your Scorecard
51
ObjectivesCharter Scope
PlanResourcesTeam
DeliverablesMilestonesKPIs
BudgetSchedulePlan
ApproachResourcesScaling
CM StrategyCM PlansIntegration
Top Contributor Alignment
Activity Execution
Activity Effectiveness
FeedbackSustainment
Catalyzing:AwarenessDesireKnowledgeAbilityReinforcement
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WHAT
HOW
WHYImplementing Change Management“Align Ability With Go Live”
52
Initiate Plan Design Develop Deploy
“Go Live”Kick off
Phase 3: Reinforcing
Change
Phase 2: Managing
Change
Phase 1: Preparing
for Change
A D K A R
Strategy Plans Measures
GeneralProjectLifecycle
Individual Change Journey
Milestones
OrganizationalChange Mgmt
Activities
Major events
Prosci®
ADKAR ®
Model
Prosci®
3-PhaseProcess
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Copyright Prosci 2015. All rights reserved.
WHAT
HOW
WHYImplementing Change Management“Align Ability With Go Live”
53
Initiate Plan Design Develop Deploy
“Go Live”Kick off
Phase 3: Reinforcing
Change
Phase 2: Managing
Change
Phase 1: Preparing
for Change
A D K A R
Strategy Plans Measures
GeneralProjectLifecycle
Individual Change Journey
Milestones
OrganizationalChange Mgmt
Activities
Major events
Prosci®
ADKAR ®
Model
Prosci®
3-PhaseProcess
Copyright Prosci 2015. All rights reserved.
Measuring
54
It depends! ADKAR Dashboard
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
eBestPracticeAudit
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved.
Tracking Progress on Scorecard Definition
55
WHAT
HOW
WHY
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here!
56
WHAT
HOW
WHY
Meet
Implement
Measure
Track
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Change MgmtPerformance
Preparing: Strategy and
Plans
Managing: Implementation
Activities
Reinforcing: SustainingActivities
Organizational Performance
Org Readiness and Change Requisites
Progressto Plan
Resultsand
Outcomes
IndividualPerformance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
57
WHAT
HOW
WHY
Mobilizing More PeopleThinking Bigger
Focusing on the Future
All starts with knowing where we are trying to go!
Prosci Change [email protected]
Copyright Prosci 2015. All rights reserved. 58
However beautiful the strategy, you
should occasionally look at the results.
Winston Churchill