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Reinforcing change with employee feedback

Module 1 - Collecting and analyzing feedback

The Change Management Learning Center is excited to announce the new tutorial series focused on the final component of a good change management program - reinforcing change. This three part tutorial series, taken from the Change Management Toolkit, presents the three essential components in the final phase of change management.

Module 1 focuses on the first step of collecting and analyzing feedback. It provides an employee feedback template to use when listening to employees and gathering feedback. Module 2 will focus on the second step of reinforcing change - diagnosing gaps and managing resistance. It will provide a corrective action plan template. Module 3 will focus on the third step of implementing corrective actions and celebrating successes. It will provide detailed information about after action reviews and building change management competency.

Phase three 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.

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

Listen to employees and gather feedback
Audit compliance with new process, systems and job roles.
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 below is a formal approach based on the ADKAR model. If you are not familiar with the ADKAR model, please download and read Change Management presentation prepared for US Department of State (PDF file will open in new window).

Employee feedback template

Rank the following statements (1=strongly disagree, 5=strongly agree, NA=not applicable).

Awareness

I understand the business reasons for the change.

1 2 3 4 5 NA

I understand the risks of not changing.

1 2 3 4 5 NA

I understand the impact on my day-to-day work activities.

1 2 3 4 5 NA

Desire

I am personally motivated to be part of the change.

1 2 3 4 5 NA

I look forward to the new, changed environment.

1 2 3 4 5 NA

My peers support the change.

1 2 3 4 5 NA

My supervisors and managers support the change.

1 2 3 4 5 NA

Executives and key business leaders support the change.

1 2 3 4 5 NA

Knowledge

I have the skills and knowledge to be successful during the change.

1 2 3 4 5 NA

I have the skills and knowledge to be successful after the change.

1 2 3 4 5 NA

Training has been adequate to prepare me.

1 2 3 4 5 NA

Ability

I have the ability to perform the new duties required by the change.

1 2 3 4 5 NA

I can get support when I have problems and questions.

1 2 3 4 5 NA

I have practice at performing in the new environment.

1 2 3 4 5 NA

Reinforcement

The organization is committed to keeping the change in place.

1 2 3 4 5 NA

I know the consequences of not performing my new activities.

1 2 3 4 5 NA

I am rewarded for performing in the new way.

1 2 3 4 5 NA

Comments and improvement suggestions:

_____________________________________________________________

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. Module 2 will focus on diagnosing gaps and managing resistance. It will include a corrective action plan template. Module 2 of this tutorial series will begin the first week of January.

For more information regarding Prosci's entire change management methodology please see the Change Management Toolkit.

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Related Resources:

Change Management Toolkit: a comprehensive change management process, including templates, worksheets, assessments, checklists and guidelines - a must have for change management team members and consultants.

Change Management Pilot: a fully electronic version of Prosci's popular change management toolkit with templates, worksheets, assessments, checklists, eLearning modules, ready-to-use presentations and guidelines.

NEW - Change Management Pilot Professional: a fully electronic version that combines the Change Management Pilot with the Change Management Guide for Managers and Supervisors and Employee’s Survival Guide - a combination that allows you to reach each level of the organization.

Change Management Guide for Supervisors and Supervisors: a guide specifically designed for supervisors and supervisors dealing with change - complete with team and individual coaching activities, best practices findings and frequently asked questions.

Best Practices in Change Management: 426 companies share experiences in managing change and lesson on how to build great executive sponsorship. Includes success factors, methodology, role of top management, communications, team structure and more. The report makes it easy to learn change management best practices and discover the mistakes to avoid when creating executive sponsorship.

Change Management: the people side of change: a solid foundation in change management perspectives, theories, activities and practices.

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