{"id":17488,"date":"2024-06-20T07:26:18","date_gmt":"2024-06-20T07:26:18","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=17488"},"modified":"2024-06-20T07:26:18","modified_gmt":"2024-06-20T07:26:18","slug":"how-to-measure-change-management","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/how-to-measure-change-management\/","title":{"rendered":"How to measure change management: Metrics, KPIs, and everything else"},"content":{"rendered":"\n<p>There are two kinds of change in business.<\/p>\n\n\n\n<p>Change you make to keep up with competitors.<\/p>\n\n\n\n<p>And changes you make to get ahead.<\/p>\n\n\n\n<p>If you want to drive business results, you need to make more of the latter kind of change.<\/p>\n\n\n\n<p>But if you\u2019re going to do that, you must be able to measure the impact of your change management.<\/p>\n\n\n\n<p>Doing so helps you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gain insight into the performance of an initiative.<\/li>\n\n\n\n<li>Demonstrate the ROI of a change initiative to stakeholders.<\/li>\n\n\n\n<li>Make adjustments, refine your method, and identify growth opportunities.<\/li>\n<\/ul>\n\n\n\n<p>Measuring change management is <em>a fundamental step<\/em> in the <a href=\"https:\/\/www.walkme.com\/glossary\/change-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">change management<\/a> process.\u00a0<\/p>\n\n\n\n<p>But,<\/p>\n\n\n\n<p><em>What are you supposed to measure?<\/em><\/p>\n\n\n\n<p><em>And how are you supposed to measure it?<\/em><\/p>\n\n\n\n<p>In this article, we\u2019re answering these two crucial questions and more.<\/p>\n\n\n\n<p>We\u2019re covering everything you need to know about how to measure change management. If you\u2019ve been doing change management for a while but want to <em>take your game to the next level<\/em>, this is for you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why you need to measure change management<\/strong><\/h2>\n\n\n\n<p>We\u2019ve touched on a few of the benefits of measuring change management already, but the reasons for engaging in this practice extend far beyond that.<\/p>\n\n\n\n<p>Measuring change management can actually help you address many of the challenges you\u2019ll face as a change manager.<\/p>\n\n\n\n<p>Consider this:<\/p>\n\n\n\n<p>In 2021, Forbes reported that despite aligned leadership, <a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2021\/06\/15\/13-industry-experts-share-reasons-companies-fail-at-digital-transformation\/?sh=6fc0e5f57a3f\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">70% of digital transformation projects fall short of their goals<\/a>. Our own research corroborates this, showing that only 34% of change initiatives succeed.<\/p>\n\n\n\n<p>Years of poor change management can have an adverse impact on your employees too.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"483\" width=\"1024\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/McKinsey-found-that-only-16_36673d96.jpg?w=1024&#038;h=483&#038;crop=1\" alt=\"McKinsey found that only 16%\" class=\"wp-image-17492\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/McKinsey-found-that-only-16_36673d96.jpg 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/McKinsey-found-that-only-16_36673d96.jpg?resize=300,142 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/McKinsey-found-that-only-16_36673d96.jpg?resize=1024,483 1024w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>McKinsey found that only <a href=\"https:\/\/www.mckinsey.com\/capabilities\/people-and-organizational-performance\/our-insights\/unlocking-success-in-digital-transformations\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">16% of employees believe their company\u2019s digital reforms have enhanced productivity<\/a> and are long-term sustainable.<\/p>\n\n\n\n<p>So, while a third of change initiatives are considered successful by leadership, only a sixth are considered successful by employees.<\/p>\n\n\n\n<p>The result?<\/p>\n\n\n\n<p>A 2022 Gartner report showed that between 2017 and 2022, <a href=\"https:\/\/www.gartner.com\/en\/articles\/this-new-strategy-could-be-your-ticket-to-change-management-success\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">the percentage of employees willing to support organizational change had shrunk from 74% to 38%<\/a>.<\/p>\n\n\n\n<p>The bottom line is this:<\/p>\n\n\n\n<p>If you want to deliver better changes, you need to measure what you\u2019re doing right, show people, and <a href=\"https:\/\/www.walkme.com\/blog\/7-change-management-exercises\/\" target=\"_blank\" rel=\"noreferrer noopener\">get them on your side<\/a>.<\/p>\n\n\n\n<p>Doing so will make your job easier, please stakeholders, improve <a href=\"https:\/\/www.walkme.com\/glossary\/employee-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">employee experience<\/a>, and <em>make you a better change manager<\/em>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What to measure: Metrics and KPIs for change management<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"736\" width=\"1024\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/What-to-measure_-Metrics-and-KPIs-for-change-management_46673d94.jpg?w=1024&#038;h=736&#038;crop=1\" alt=\"What to measure_ Metrics and KPIs for change management\" class=\"wp-image-17491\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/What-to-measure_-Metrics-and-KPIs-for-change-management_46673d94.jpg 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/What-to-measure_-Metrics-and-KPIs-for-change-management_46673d94.jpg?resize=300,216 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/What-to-measure_-Metrics-and-KPIs-for-change-management_46673d94.jpg?resize=1024,736 1024w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Without metrics and Key Performance Indicators (KPIs), it becomes challenging to gauge the effectiveness of your efforts and make necessary adjustments.&nbsp;<\/p>\n\n\n\n<p>Measuring metrics and KPIs gives you a clearer picture of your change management\u2019s efficacy.&nbsp;<\/p>\n\n\n\n<p>It empowers you to make data-driven decisions, ensuring your change initiatives are always aligned with your organization\u2019s goals and the well-being of your employees.<\/p>\n\n\n\n<p>Here are 7 key metrics to measure change management and a few accompanying KPIs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Employee engagement metrics:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Surveys and feedback: Regular surveys assess how engaged and informed your employees feel during the change process.<\/li>\n\n\n\n<li>Participation rate: Monitor how many employees participate in change-related training sessions or workshops.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. Training effectiveness:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Knowledge retention: Assess employees post-training to determine what information was retained.<\/li>\n\n\n\n<li>Application of skills: Measure how effectively the trained skills are applied in real-world scenarios.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Communication effectiveness:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Feedback loops: Track the frequency and effectiveness of feedback mechanisms.<\/li>\n\n\n\n<li>Message penetration: Evaluate how well and far your communication about the change reaches within the organization.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Adoption rate:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Usage metrics: Monitor the usage rate of new systems or tools for technological changes.<\/li>\n\n\n\n<li>Compliance metrics: Measure the adherence to new processes or procedures.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. Resistance metrics:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Issue tracking: Monitor and categorize issues raised by employees related to the change.<\/li>\n\n\n\n<li>Concerns addressed: Track how many of these issues or concerns are actively addressed and resolved.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6. Business outcome metrics:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Performance indicators: Monitor KPIs related to the business outcomes you expect the change to impact. This could be sales figures, customer satisfaction scores, or other relevant business metrics.<\/li>\n\n\n\n<li>Operational efficiency: Measure any changes in operating speed, errors, or costs.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>7. Stakeholder support and satisfaction:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Stakeholder engagement: Track stakeholder attendance and participation in key meetings or sessions.<\/li>\n\n\n\n<li>Satisfaction surveys: Regularly gauge stakeholder satisfaction with the change process and outcomes.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A 5-step process for measuring change results<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"556\" width=\"1024\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/A-5-step-process-for-measuring-change-results_06673d93.jpg?w=1024&#038;h=556&#038;crop=1\" alt=\"A 5-step process for measuring change results\" class=\"wp-image-17490\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/A-5-step-process-for-measuring-change-results_06673d93.jpg 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/A-5-step-process-for-measuring-change-results_06673d93.jpg?resize=300,163 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/A-5-step-process-for-measuring-change-results_06673d93.jpg?resize=1024,556 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/06\/A-5-step-process-for-measuring-change-results_06673d93.jpg?resize=390,211 390w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>The actual process for measuring change management is simple, of not necessarily easy.<\/p>\n\n\n\n<p>We\u2019ve distilled the process into 5 simple, repeatable steps to set you on the path of continuous improvement.<\/p>\n\n\n\n<p>These are:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 1: Set goals and objectives<\/strong><\/h3>\n\n\n\n<p>A change plan forms the starting point for measurement.<\/p>\n\n\n\n<p>From that plan, you can develop:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Aims<\/li>\n\n\n\n<li>Goals<\/li>\n\n\n\n<li>Objectives<\/li>\n<\/ul>\n\n\n\n<p>And these will become the basis for your KPIs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 2: Establish metrics and KPIs<\/strong><\/h3>\n\n\n\n<p>Metrics and KPIs are quantifiable indicators used to track and measure performance.<\/p>\n\n\n\n<p>These should be directly connected to the goals and objectives established above.<\/p>\n\n\n\n<p>It\u2019s crucial that you do this before you begin implementing the change. To kick off a change initiative before setting KPIs, would be to put the cart before the horse.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 3: Implement the change and collect data<\/strong><\/h3>\n\n\n\n<p>To track the metrics created, you need to develop data collection mechanisms, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Employee surveys<\/li>\n\n\n\n<li>Software analytics<\/li>\n\n\n\n<li>Employee performance data<\/li>\n\n\n\n<li>Financial performance indicators<\/li>\n<\/ul>\n\n\n\n<p>Over time, those metrics will offer insight into the health of the change effort, what is working, and what needs fixing.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 4: Analyze, learn, and adjust<\/strong><\/h3>\n\n\n\n<p>Generally speaking, it takes time to learn from data collection and analysis, especially in the case of change projects, which take time to implement.<\/p>\n\n\n\n<p>In some cases, large errors or discrepancies may evidence themselves from the outset of a program. For instance, if employee resistance presents a problem, early employee feedback, and performance numbers will likely indicate this.<\/p>\n\n\n\n<p>Since you\u2019ll be relying on data to drive your efforts, you should be prepared to make course corrections as needed.<\/p>\n\n\n\n<p>This means:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Implementing agile change management practices<\/li>\n\n\n\n<li>Boosting your organization\u2019s change readiness<\/li>\n\n\n\n<li>Ensuring employees are fully engaged and supportive\u00a0<\/li>\n\n\n\n<li>Keeping a tight loop between real-world data and change tactics<\/li>\n\n\n\n<li>Staying responsive and adaptable.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 5: Rinse and Repeat<\/strong><\/h3>\n\n\n\n<p>You should continually evaluate your change program to ensure it performs appropriately.&nbsp;<\/p>\n\n\n\n<p>To keep projects on target, you should be ready to repeat all the aforementioned steps.<\/p>\n\n\n\n<p>This can mean re-engineering the change project by shifting the goals, objectives, metrics, etc.<\/p>\n\n\n\n<p>However, the more <a href=\"https:\/\/www.walkme.com\/blog\/agility-training\/\" target=\"_blank\" rel=\"noreferrer noopener\">agile and responsive the change management approach<\/a>, the easier it will be to make improvements based on the measurements covered here.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The Impact of Measuring Change Results<\/strong><\/h2>\n\n\n\n<p>Change initiatives are complex and require constant monitoring and refinement to be successful. But they\u2019re worth it.<\/p>\n\n\n\n<p>Our research shows 47% of organizations that integrate change management are more likely to meet their objectives than the other 30% that don\u2019t.<\/p>\n\n\n\n<p>The onus is on you to measure your organization\u2019s and employees\u2019 performance indicators to ensure they\u2019re on the right track.&nbsp;<\/p>\n\n\n\n<p>You must also measure the change management process itself to ensure it\u2019s helping meet targets and objectives.<\/p>\n\n\n\n<p>By taking an evidence-based approach and understanding these three levels of change management metrics, you can ensure that your initiatives are successful.&nbsp;<\/p>\n\n\n\n<p>Doing so will help your organization stay agile, responsive, and effective in its approach to organizational change.<\/p>\n","protected":false},"excerpt":{"rendered":"There are two kinds of change in business. Change you make to keep up with competitors. And changes you make<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":17489,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[359],"tags":[],"class_list":["post-17488","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-change-management"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to measure change management<\/title>\n<meta name=\"description\" content=\"Read about how to measure change management. 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