Measurement to Determine the Return on Change Management

Abstract

Organization development (OD) and change management (CM) make significant contributions to the achievement of change and organizational outcomes. This chapter provides a concept-driven, research-based model for measuring CM and shows the contribution that effective CM makes to delivering change results. The Prosci Change Measurement Framework comprises three levels: Organizational Performance, Individual Performance, and Change Management Performance, and three timeframes for measurement: early, mid-term, and late. The framework balances activity and outcome measures to create a holistic assessment of CM's impact. Each of the three levels is measured across the duration of the change, in each of three time frames in the change life cycle. A co-created scorecard that establishes metrics based on the Change Measurement Framework provides agreed upon targets directly tied to the delivery of organizational results. Experience with the Change Measurement Framework and Scorecard helps refine the approach and identify best practices for use.