CHANGE MANAGEMENT (OCM) METRICS & KPIs
for Tracking & Measuring Change Adoption
Change Management Enablement KPI Metrics to Track
When it comes to tracking and measuring organizational change management, including how employees, managers, or customers are adopting and transiting through a change, there are two key areas that you need to focus on:
- Change Management Adoption & Enablement KPIs
- Change Plans Metrics
While project management (which involves designing, developing, and deploying solutions) has defined key performance indicators (KPIs) that can be tracked against, organizational change management (which involves the people side of change for projects) does not have similar kinds of industry-standard change performance indicators to track against.
This guide has been published to address this particular issue.
This guide has been developed and published for Change Management Leads, Change Practitioners, Program Leads, Project Managers, HR, and other resources across all industries to use in tracking and measuring their organizational change management activities.
Change Management Enablement & Adoption Metrics to Track
First, What is the Goal of Enabling Impacted Employees, Managers, & Customers?
The goal of an effective change management enablement program is to increase the success of the business change. This is done by effective communications, stakeholder and impacted users’ engagement, training, coaching, and change reinforcement to get impacted users to embrace and adopt the business change.
A business change can involve new business processes, system integrations, technology changes, merger and acquisition integration, business expansion, new product roll-out, a change to a company’s organizational culture, re-organizational, new company vision, or any type of change.
To determine whether change adoption and enablement activities are successful, you need to track how impacted audience groups are reacting and adopting new business solutions.
Impacted groups and individuals generally progress through the milestones listed below.
- Milestone 1: Initial Stage (Lack of Awareness or Desire to Support the Change)
- Milestone 2: Gains Awareness
- Milestone 3: Resists or Questions the Change
- Milestone 4: Accepts the Change
- Milestone 5: Learns New Skills & Knowledge for the Change
- Milestone 6: Builds Proficiency
- Milestone 7: Sustains the Change
Click here to read more about these change milestones: Individual Transition Change Curve
To increase change adoption and the success of a project, program or transformation initiative, your change management efforts should involve tracking and measuring the change management metrics and KPIs discussed below.
Change Metrics to Track & Measure
Click any of the links below to review each change management KPI, or keep scrolling down.
- Measure “Awareness of the Change” Metrics
- Measure & Track “Desire to Support the Change” KPIs
- Track “Knowledge & Skills” Change Management Measurements
- Measure Impacted Users’ “Proficiency” Change Metrics
- Track “Reinforcement” of the Enablement
When you implement a communication campaign, your aim is to spread awareness and keep users informed.
When you initiate stakeholder engagement strategies, your aim is to increase the support for the change.
When you provide coaching and training, your aim is to equip impacted employees, managers, and customers with new skills and knowledge, that will enable them to effectively use the new business solutions.
(1) Measure Awareness Change Metrics
Track and measure the effectiveness of your change awareness and program updates communications.
- Draft and send out surveys and questionnaires to measure employee and manager awareness of the change
- Meet with selected managers and ask them how well their direct reports are reacting to the communications
- Engage with change champions to get their input on “water cooler employee conversations” on the change, as well as having them pass direct end-user feedback to you
- Get feedback about what employees are saying about change management communications. For example,
- Do employees and managers feel your communications are too many, or not enough?
- Would they like more of specific types of communications?
- Would employees and managers like to receive these communications in a different manner from how the change team is providing them? (e.g., in a Newsletter format versus email?)
- Track the number of users that are opening and reading the awareness communications to gauge engagement with and also the effectiveness of the communications
- Track the number of questions, concerns, and feedback that are coming from end-users to gauge how well end users are interacting with your change or project communications
(2) Track and Measure “Desire to Support” Business Change KPIs
- Get feedback about what employees are saying about change management activities including engagement, training, and coaching
- Draft and send out surveys and questionnaires to measure stakeholder support for the change, as well as how willing employees and managers are to support and participate in the change
- Meet with managers and change champions to get their input on “water cooler employee conversations” on the change, as well as having them pass direct end-user feedback to you
- Ask for and get direct feedback from users during 1-on-1 meetings, group meetings, open forums, workshops, and other engagement sessions to determine how well stakeholders and employees are providing their buy-ins and willingness to support and participate in the change
(3) Track Knowledge & Skills Change Management Measurements
Follow the steps below to track change management training and coaching activities.
Tracking these particular change metrics and change KPIs will allow you to quickly determine how well end-users are adopting and learning to use the new solutions and processes.
- Measure the relevance and usefulness of the training via surveys, questionnaires or talking to learners during, and after the training to collect their feedback. Topics to cover:
- Was the course content relevant and easy to follow?
- Ask questions about the learning, as well as key takeaways.
- Discuss the strengths and weaknesses of the training program.
- Understand if the training was able to accommodate the learner’s pace and learning style.
- At the end of this assessment, you should have a good understanding of how well the training was received and determine any gaps in the training content.
- Measure the knowledge and skills gained by learners as a result of the training. To measure this level, you can use a combination of metrics such as:
- Test scores during and after the training
- COLT scores
- Course completion and certification
- Supervisor report and feedback
- At this stage of evaluation, you should be able to determine if the training is meeting its set objectives.
- Follow-up with trainees to measure how the training has impacted each learner’s performance using:
- Self-assessment questionnaires
- Informal feedback
- Focus groups
- On-the-job observation
- Job performance key performance indicators (KPIs)
- Customer surveys, comments, or complaints
- Meet with managers and change champions to get their input, as well as getting feedback from what they are hearing from users about their knowledge and proficiency levels
(4) Measure Impacted Users’ Proficiency Change Metrics
- Track the number of users that are utilizing the Help System Network to gauge the effectiveness of the help desk network. A Help System Network could be a help desk, a virtual desk, or any platform that has been created for people to reach out to if they need help
- Track the number of frequently asked questions being asked. Provide answers to these questions using an online FAQ page that is accessible by all end-users
- Send out surveys asking people to rate the effectiveness of their training. Most importantly, also ask them to rate how well they are being able to carry out the new procedures and follow the new processes
(5) Change KPI Metrics: Track Reinforcement of the Enablement
After Go-Live, ensure that you are completing the below steps and measuring the reinforcement of the change adoption.
People tend to revert back to their old ways of doing things, or they tend to develop workarounds if they feel the new process is too complicated for them. An effective change management program involves working with stakeholders and users to minimize people reverting back to the old processes, or not using the new processes by developing workarounds.
- Meet with impacted managers and groups to track if they are running into any issues
- Email selected individuals that were part of the training audience, and ask them if they are running into any issues
- Send out surveys asking impacted users for direct feedback
- Ask change champions and super users for feedback on how often people are reaching out to them with questions or concerns
- Track usage of new processes and systems
- Identify and document performance gaps or lack of usage
Change Management Plan Implementation Metrics
As mentioned in the top section of this change management measurement guide, there are two buckets of organizational change management metrics that need to be tracked and measured.
The section below provides a review of change management metrics examples and KPIs that should be tracked to gauge the successful delivery of your change management plan.
Change Management Plan Tracking
At the beginning of the change program, when planning out your change management and program management strategies, it is a best practice to develop your change management roadmap, which is nothing more than a list of change deliverables and sequencing of when these deliverables will be implemented and completed.
Below is an example of a change management roadmap.
As the project progresses, you should track how well you or the change management team are delivering the change management plan. Are you successfully delivering these plans according to schedule? Or are you running into delays and missed milestones?
Track and report out on your plan implementation progress to the program management team, sponsors, steering committee and any other key stakeholders that need to be updated on your change management efforts.
Click here for downloadable Change Management Roadmap templates.
Below is a quick overview of key change deliverables that change management teams often need to implement. For a more detailed list of each change plan and deliverable can be completed, click to view this page: Change Management Resource Center.
Change Management Deliverables to Increase Awareness of the Change & Build End-User Buy-in
- Send out awareness communications to:
- Educate employees and impacted customers on the program (why we are changing, why now, risk of not changing, benefits, and other awareness information (emails, newsletters, internal social media, blogs, etc.)
- Build employee desire to support the program
- Engage with employees via workshops, townhalls, roadshows, meetings, 1-on-1s, webinars, and other channels to communicate the impacts to their existing processes and legacy solutions, and to build desire and support
- Solicit change champions, managers, and key stakeholders for their help in cascading communications, and engaging with end-users to facilitate understanding, buy-in, and support for the change
Change Management Deliverables to Increase Knowledge, Proficiency and Change Sustenance
- Design, develop and execute training programs and train end-users to help them build knowledge of the new processes and solutions
- Provide opportunities (e.g., a test environment, materials, online educational resources) for employees to practice and learn at their own pace
- Follow up with end-users and provide coaching or additional training, as needed
- Have a “Help System Network” in place (e.g., help desk subject matter experts, support team, points of contacts and a change champion network) that employees can contact for additional help in learning the new processes and solutions
- Follow up with end-users to provide additional coaching and training as needed
- Celebrate quick wins, individual efforts, and program successes
External sources: https://pixabay.com/photos/new-year-s-eve-fireworks-beacon-1953253/, https://www.tylertech.com/products/TylerPulse/Tyler-Pulse-Schools-Brochure.pdf, https://pixabay.com/photos/startup-business-people-students-849805/
Author: Ogbe Airiodion (Senior Change Management Leader and Founder of AGS).
Note: Content on Airiodion Global Services (AGS)'s Airiodion.com website is copyrighted. If you have questions, comments, or tips about this Airiodion Global Services content, please contact Airiodion Global Services today.