Seminar 4: Why Bother Measuring Change?

Session Overview

In this seminar we look at survey contributors and their comments on measuring change. Participants get help in diagnosing the extent of these disconnects in their own organizations and develop plans for developing more effective change measurement. We focus on the following disconnects:

Disconnect 1: The apparent disconnect of the benefits of measuring a change’s impact on marketing and customers. Yet, contributor’s most common reasons for losing customers is poor quality (92.2%), follow up (76.5 (%)) and assumptions about customers (64.5%).

Assessment 1: We help participants assess how well their planned changes are connected to creating competitive advantage.

Disconnect 2: The low use of employee metrics other than satisfaction surveys. There seems little emphasis on individual behavior change and tracking pay related rewards. This is further evidence of the poor focus on accountability and establishing a requiring environment.

Assessment 2: We help participants look at their current employee metrics in how they help or hinder change management.

Disconnect 3: The lack of awareness of how to blend lagging and leading metrics coupled with ineffective tracking of behavioral and cultural issues. We are concerned because this often reduces the ability and agility to change course when needed.

Assessment 3: We help participants review their lagging and leading indicators and how helpful they are in implementing and executing successful change

Lastly, we help participants improve the transparency of their metrics to those stakeholders who create and sustain change momentum. Here are some of the questions we use to help develop more effective change metrics and how they are used in change management

Questions to Develop More Effective Change Metrics

• What’s the difference between Leading & Lagging Metrics?
• What Questions do Change Metrics Need to Answer?
• How do metrics inform decision making during the change process?
• What can we learn from using better Change Metrics?
• How can Change Metrics help realign our people?
• How do metrics help us sell change?

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