The final component of a good change management program - reinforcement - is often skipped or overlooked even though it is critical to the long-term, sustained success of a change. There are three essential components in the final phase of change management: collecting and analyzing employee feedback, diagnosing gaps and managing resistance to change, implementing corrective actions and celebrating success. This article focuses on the first stage, collecting and analyzing feedback.

Reinforcing the change

Phase three (Prosci's 3-Phase Process for Organizational Change) is the most often overlooked phase in change management.  Reinforcing the change is essential to make sure it sticks.  Maintaining a results orientation will be critical to your success.  Simply doing change management activities is not enough.  You must evaluate the results of these activities, determine the root cause of any gaps and implement corrective action. 

The first stage, collecting and analyzing feedback has three steps:

  1. Listen to employees and gather feedback
  2. Audit compliance with new process, systems and job roles.
  3. Analyze the effectiveness of your change management activities.

1. Listen to employees and gather feedback

It is important to follow-up with employees to understand how the change is working.  Many teams fall into the trap of completing their change management checklist without listening to what employees have to say.  The feedback you gather will be helpful in developing corrective actions and post-implementation change management activities.

There are a number of different ways to gather employee feedback.  The employee feedback template provided in the link below is a formal approach based on the Prosci ADKAR® Model.  If you are not familiar with the ADKAR Model, read the ADKAR Model Overview eBook.

Download the Employee Feedback Template.

2. Audit compliance with new process, systems and job roles.

Changes are successful when they are fully implemented and embraced in an organization.  Auditing performance ensures that the change is taking place and that the business is realizing the full benefit of the new improvement.

The way you audit compliance will be very specific to the change you are introducing.  The project team can define what these new processes, systems and roles look like and can specify the key metrics that will be measured after implementation.  Methods for measuring compliance include:

  • Observation
  • Performance reports
  • System usage
  • How often is the “old way of doing things” still used

3.  Analyze the effectiveness of your change management activities.

Analyze the input from feedback and compliance reviews.  This is the process of turning raw and disparate data into organized results and key findings.

Feedback and compliance show how well change management is working.  Analyzing these inputs and identifying key lessons provides direction for the corrective actions that are covered in module three of this tutorial series.

This forms the beginning of your data collection process.  You will be using this data to identify root causes. The second component of the reinforcement phase focuses on diagnosing gaps and managing resistance.  It includes a corrective action plan template.   

Prosci Change Management Certification

Written by
Tim Creasey
Tim Creasey

Tim Creasey is Prosci’s Chief Innovation Officer and a globally recognized leader in change management. His work forms the foundation of the largest body of knowledge in the world on managing the people side of change to deliver organizational results.

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