Prosci Webinar: Prosci Change Scorecard
Prosci Change Management Webinar Prosci Change Scorecard
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Prosci Webinars ®
• Educational • Thought provoking • Insights into new development 2
• New ideas, phraseology, language, and frameworks • Give you at least an hour per week to think about change management
Copyright Prosci 2015. All rights reserved.
Copyright 2015 Prosci. All rights reserved.
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Prosci Webinar: Prosci Change Scorecard
Originally delivered:
ACMP Global April 12, 2015
ACMP PNW Symposium Oct 1, 2014
Practicing Organization Development textbook Oct 2015 The Conference Board June 18, 2015 3
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If you don't know where you are going, you might wind up someplace else. Yogi Berra 4
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Prosci Webinar: Prosci Change Scorecard
Definition of Goals and Objectives Drives Results = exceeded objectives
Poorly Defined Goals and Objectives 5
Adequately Defined
= met objectives
Well Defined
Very Well Defined
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Just because it is common sense does not mean it is
common practice! Will Rogers
6
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Prosci Webinar: Prosci Change Scorecard
Why Are We Here?
Outputs
Results Outcomes
Specifications
Sustainment
Installation
Realization
Solutions
Benefits
Requirements
7
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Prosci Change Scorecard Organizational Performance Individual Performance Change Mgmt Performance
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…in order to capture the expected benefits and objectives Support and catalyze individual employee adoption and usage …by applying effective change management in a structure, intentional way
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard Organizational Performance Individual Performance Change Mgmt Performance
Early
Mid
Late
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 © Prosci Inc. 2015. All rights reserved.
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Agenda: Prosci Change Scorecard Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
WHY HOW WHAT
10
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard
Alignment
Prosci Change Scorecard Organizational Performance
Org Readiness and Change Requisites
Progress to Plan
Credibility
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Engagement
11
WHY HOW WHAT
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WHY
Projects are more successful with a clear definition of what defines success and how to drive it. • What is the value of having a shared definition of success up front? 12
HOW WHAT Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
• What challenges have you experienced in score carding project success?
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Prosci Webinar: Prosci Change Scorecard
Organizational Performance
Org Readiness and Change Requisites
Progress to Plan
HOW
we capture the portion of project benefits that depend on employee adoption and usage Individual Performance
Engagement, Participation, and Adoption
Individual Readiness
Results and Outcomes
WHY HOW WHAT
WHY
we are changing
Usage and Performance
WHAT
we can do to drive employee adoption and usage Change Mgmt Performance
13
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Progress to Plan
Results and Outcomes
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Organizational Performance
Org Readiness and Change Requisites
HOW
we capture the portion of project benefits that depend on employee adoption and usage
Gartner BPM Summit Individual Individual Performance
Readiness
WHY HOW WHAT
WHY
we are changing
Prosci Webinar Usage and
Engagement, Participation, and Adoption
Performance
WHAT
we can do to drive employee adoption and usage
Change Mgmt Performance
14
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
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Prosci Webinar: Prosci Change Scorecard
WHY HOW
A Quick Case Study 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
Organizational Performance
Individual Performance
Change Management Performance
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WHAT
Early
Mid
Late
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%
Readiness assessments; Participation of change agent network
Awareness surveys; Knowledge checks; Logins to system
Behavior change; User productivity increases
Change management staffing; Key stakeholder alignment
Communication tracking; Manager involvement; Training delivery tracking
Follow-up assessments; Implementation reviews; Change outcome reviews
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A Quick Case Study
WHY HOW WHAT
Outcomes: 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.” 16
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Prosci Webinar: Prosci Change Scorecard
Connecting the Dots
WHY HOW
Connect project mantra (that everyone could recite) to what the organization was actually going to get out of it Org Readiness and Change Requisites
Organizational Performance
and Adoption
Preparing: Strategy and Plans
Change Mgmt Performance
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Results and Outcomes
Progress to Plan
Connect tangible individual performance Engagement, metrics to Individual Participation, organizational benefits Readiness
Individual Performance
WHAT
Usage and Performance
Connect CM activities
Managing: toReinforcing: successful Implementation Sustaining transitions Activities individual Activities
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Creating a Shared Definition of Success Project Team
Sponsors
Why are we changing?
WHY HOW WHAT
CM Team
What does “done” mean?
How do we define success? 18
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard
Alignment Credibility Engagement Prosci Change Scorecard Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
19
WHY
HOW
WHAT
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Mobilize More People, Think Bigger, Focus on the Future – It All Starts Here! Prosci Change Scorecard
Research-based
Organizational Performance
Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Multi-dimensional
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Definition of success (outcomes and activities)
20
WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
WHY
New Measurement Questions Did you measure the effectiveness of your change management effort in support of the project? What metrics did you use?
HOW WHAT
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?
21
How did you measure the
overall outcome of applying change management on the project?
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WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
WHY HOW WHAT
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WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
WHY HOW WHAT
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WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
Org Readiness and Change Requisites
Organizational Performance
Results and Outcomes
Progress to Plan
WHY HOW WHAT
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 27
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Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
WHY HOW WHAT
Usage Compliance Adoption Buy-in and commitment Engagement Participation Proficiency Awareness Understanding Readiness (Individual) Results and outcomes 28
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Prosci Webinar: Prosci Change Scorecard
Preparing: Strategy and Plans
Change Mgmt Performance
Managing: Implementation Activities
Reinforcing: Sustaining Activities
WHY HOW WHAT
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 29
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WHY HOW
Prosci Change Measurement Framework Three Levels x Three Timeframes Early
30
Mid
WHAT
Late
Organizational Performance
Objectives set Readiness
Progress to plan Deliverables met Schedule adherence KPIs
Benefit realization Project success Objectives met Performance improvement
Individual Performance
Buy-in and commitment Awareness Understanding Readiness
Adoption Engagement Participation
Usage Compliance Proficiency
Change Mgmt Performance
Approach Resources Scaling and customizing
Activity completion Comm. completion Training completion
Activity effectiveness Compliance/usage audits Collection of feedback Sustainment activities
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Prosci Webinar: Prosci Change Scorecard
WHY HOW
Prosci Change Scorecard Mid
Late
Outcome
Results and Outcomes
Early Org Readiness and Change Requisites
Organizational Performance Individual Performance
Individual Readiness
31
Progress to Plan
Engagement, Participation, and Adoption
Usage and Outcome Performance
Preparing: Strategy and Plans
Change Mgmt Performance
WHAT
Managing: Implementation Activities
Activity
Reinforcing: Sustaining Activities
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Change Scorecard Over Real Project Timeline Kickoff
Introduce to Impacted Employees (start Individual)
Org Readiness and Change Requisites
Preparing: Strategy and Plans
32
WHAT
Go Live Ability for Individuals Results and Outcomes
Progress to Plan
Individual Readiness
WHY HOW
Engagement, Participation, and Adoption Managing: Implementation Activities
Usage and Performance
Reinforcing: Sustaining Activities
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Copyright 2015 Prosci. All rights reserved.
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard Organizational Performance Individual Performance Change Mgmt Performance
WHY HOW
Early
Mid
Late
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
WHAT
© Prosci Inc. 2015. All rights reserved.
What goes in each cell? 33
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Prosci Change Scorecard
WHY HOW WHAT
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Copyright 2015 Prosci. All rights reserved.
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard
Research-based Multi-dimensional Definition of success Prosci Change Scorecard Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
(outcomes and activities)
35
WHY
HOW
WHAT
Copyright Prosci 2015. All rights reserved.
Prosci Change Scorecard
Meet
Prosci Change Scorecard Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
Implement Measure Track
36
WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
WHY
Which Cells Should You Tackle in a Meeting? Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
37
HOW WHAT
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WHY HOW WHAT
It is not the answer that enlightens, but the question. Eugène Ionesco 38
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Prosci Webinar: Prosci Change Scorecard
WHY HOW
Change Catalyzing Questions
WHAT
Why – Who – How Much – What 39
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WHY
Prosci Change Management Blueprint Achieving Results By Catalyzing Individual Change
Why are we changing?
How Much depends on individual transitions?
HOW WHAT
Who has to do their jobs differently?
What can we do to drive and support individual transitions? © Prosci Inc. 2015. All rights reserved.
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Prosci Webinar: Prosci Change Scorecard
WHY
Why Are We Changing? Organizational Benefits
HOW WHAT
Project Objectives
800 600
Future
400 200 0
Revenue Costs Profits Efficiencies 41
Compliance Safety Process Excellence Customer Satisfaction
Specific metrics and measurements for improvement How work will be different after the change
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WHY
Location
Processes
Aspects of a person’s job you can impact
Reporting structure
Tools
Job roles Mindset/ Attitudes/ Beliefs
42
WHAT
Systems
Compensation
Performance reviews
HOW
Critical behaviors
Who has to “adopt and use”? What does “adopt and use” mean?
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Prosci Webinar: Prosci Change Scorecard
WHY
Connecting…
4
Change Catalyzing Questions
HOW WHAT
How Much
Why are we changing?
Who has to do their jobs differently?
depends on individual transitions?
What can we do to drive and support individual transitions?
…to the
Prosci Change Scorecard 43
Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
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What you have left to do…
Create and Finalize Your Scorecard Objectives Charter Scope
Plan Resources Team Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
Approach Resources Scaling
44
Deliverables Milestones KPIs
CM Strategy CM Plans Integration
Top Contributor Alignment Activity Execution
WHY HOW WHAT
Budget Schedule Plan
Catalyzing: Awareness Desire Knowledge Ability Reinforcement
Activity Effectiveness Feedback Sustainment
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Prosci Webinar: Prosci Change Scorecard
Implementing Change Management “Align Ability With Go Live”
WHY HOW
WHAT
General Project Lifecycle Organizational Performance
Major events
Kick off
Org Readiness Initiate Plan
ResultsDeploy Design Progress Develop
and Change Requisites
Individual Prosci Change Journey ADKAR Individual Individual Milestones Performance Model Readiness
“Go Live”
and Outcomes
to Plan
®
®
A
Engagement, D Participation, and Adoption
K
Phase 1: Phase 2: Preparing: Managing: Organizational Preparing Managing Change MgmtProsci Strategy and Implementation for Change Change Change Mgmt 3-Phase Performance Plans Activities Activities Process ®
Strategy
45
A and Usage Performance
R
Phase 3: Reinforcing: Reinforcing SustainingChange Activities
Plans
Measures
Copyright Prosci 2015. All rights reserved.
Implementing Change Management “Align Ability With Go Live”
WHY HOW
WHAT
Major events
Kick off
General Project Lifecycle
Initiate Plan
Individual Prosci Change Journey ADKAR Milestones Model
Design
“Go Live”
Develop
Deploy
®
Organizational Change Mgmt Activities
46
®
Prosci 3-Phase Process ®
A Phase 1:
Preparing for Change
Strategy
D
K Phase 2:
A
R Phase 3:
Managing Change
Reinforcing Change
Plans
Measures
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Prosci Webinar: Prosci Change Scorecard
Measuring It depends! Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
WHY HOW WHAT
ADKAR Dashboard
eBest Practice Audit 47
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Tracking Progress on Scorecard Definition
48
WHY HOW WHAT
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Prosci Webinar: Prosci Change Scorecard
Prosci Change Scorecard
Meet Implement Measure Track
Prosci Change Scorecard Org Readiness and Change Requisites
Progress to Plan
Results and Outcomes
Individual Performance
Individual Readiness
Engagement, Participation, and Adoption
Usage and Performance
Change Mgmt Performance
Preparing: Strategy and Plans
Managing: Implementation Activities
Reinforcing: Sustaining Activities
Organizational Performance
49
WHY HOW
WHAT
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However beautiful the strategy, you should occasionally look at the results. Winston Churchill
50
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Prosci Webinar: Prosci Change Scorecard
Prosci Solution Delivering organizational results by catalyzing individual transitions http://www.prosci.com
[email protected] Build individual| http://blog.prosci.com change competencies http://www.prosci.com
[email protected] change management on initiatives
Embed organizational change capability
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Join Prosci’s Tim Creasey in Minneapolis MNCMN Professional Development Days Feb 18 & 19, 2016
Feb 18: 2-4:30
5-7
Feb 19:
Roundtable Forum: A Roadmap for Building Organizational Change Management Capability
AM
Advanced Workshop: How to Write a Business Case for Change Management
MNCMN Change Summit: Building Organizational Agility Through Enterprise CM
PM
Advanced Workshop: How to Create Your Change Scorecard
Email
[email protected] or visit www.mncmn.org for more information or to register Copyright Prosci 2015. All rights reserved.
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