Defining the value of change management

Defining the Value of Change Management
With poll outputs from webinar
attendees – July 19 & 20, 2017
Tim Creasey
Prosci Chief Innovation Officer
tcreasey@prosci.com
www.linkedin.com/in/timcreasey

© Prosci. All Rights Reserved. 2
Foundation of Change Management
Agenda
Selling
Pink’s ABCs
Value Proposition
Context
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Current
state
Transition
state
Future
state
Technical Side
People Side
Design
Deliver
Develop
Embrace
Use
Adopt
Results
Outcomes
Success
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Successful Change Requires Both
the Technical and People Sides

The achievements
of an organization
are the results of the
combined effort of
each individual.
Vince Lombardi
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Current Transition Future
TC F
C C C C C
C C C C C
C C C C
C C C C C
C C C C C
T T T T
T T T T T
T T T
T T T T
T T T T T
F F F
F F F F
F F
F F F
F F F F
T
T
T
F
F
F
F
F
F
F
F
Requires individuals to reach their own future state
An organizational move to a future state
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

= Lower
ROI
= Not What We
Expected/Hoped For
= Less Benefit
Realization
= Unachieved
Improvement
F F
F F F
F
F
F
F
F
F
F
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Failed individual change results in
failed organizational change
“Swiss cheese”
Future State

An email on Monday
for training on Tuesday
for launch on Wednesday
is NOT the way to prepare and equip
individuals to successfully change
M T W R F
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Change management:
Preparing, equipping and supporting
individuals through the change journeys
they experience as part of your organization
Capturing people-dependent project ROI
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Leaders
Internal External
Project
Teams
You are selling
change
management
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Why It Matters To You!

What We
ARE NOT Selling
What We
ARE Selling
Communications
Training
Assessments
Stakeholder Analysis
Magic in a bottle
Manipulation
and Spin
Templates
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

What Success Looks Like
Buy-in Mindshare Approach Resources
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

old new
Always
Be
Closing
Attunement
Buoyancy
Clarity
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Daniel Pink’s New Selling

Value Proposition
Value proposition framework from Michael Skok, Startup Secrets: Building a Compelling Value Proposition,
www.entrecapitalist.com/resource/building-compelling-value-proposition. Used with permission.
A positioning statement that describes for
whom you do what uniquely well
- Michael Skok
1. Target “buyer”
2. Their problem
3. Your solution
4. Better than the alternative
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Sponsor
Sam
PM
Patricia
Solution
Simon
What keeps them
up at night?
What gets them up
in the morning?
How do they define
personal success?
What is their experience
with CM?
Objections to CM?
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Poll: How often are you having to sell change management
to each of these groups?
2% 2% 3%
5% 5%
9%
13%
19%
20%
33%
44% 34%
47%
30% 34%
0%
25%
50%
75%
100%
Executives and
Senior Leaders
Project Managers
and Leaders
Solution
Developers
Executives and
Senior Leaders
Project Managers
and Leaders
Solution
Developers
Always
Often
Sometimes
Rarely
Never
Always
Often
Sometimes
Rarely
Never
Always
Often
Sometimes
Rarely
Never
Poll results:Pin drop voting:

Priority is a
function
of context.
Stephen R. Covey
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

An ounce of
context
is worth
a pound of
isolated facts.
@daveElf
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

People don’t buy a quarter-inch drill
bit, they buy a quarter-inch hole.
You’ve got to study the hole, not the
drill. The drill is just the solution for it.
Theodore Levitt (Leo McGinneva)
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
CMROI
X% of expected project benefits are directly tied to
employees adopting and using the change; change
management’s value is delivering that portion of benefits.
CMROI
SUP
The expected project benefits depend on how quickly
(speed of adoption), how many (ultimate utilization) and how
effectively (proficiency) employees do their jobs the new way.
CMROI
SUP
Costs/Risks
The expected project benefits are diminished by avoidable
costs (inefficiencies) and mitigatable risks resulting from
ignoring the people side of change.
CMROI
SUP
Costs/Risks
Language All of the above… results, benefits, objectives, success, ROI
CMROI
SUP
Costs/Risks
Probability
The expected project benefits are more likely to be achieved,
on time and on budget, with effective change management
according to industry data.

Project ROI
CM
ROI
Project ROI
People
Dependent
Project ROI
(CMROI)
or
Directly connect CM
impact to project results,
benefits and objectives
No longer “resource for CM”
– becomes “resource for
X% of project results”
Foundation
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SUP
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Prosci CMROI Baseline

For your project, estimate the percent of
overall results and outcomes that depends on
employee adoption and usage:
How much are you investing (budget, people, energy) in
driving and supporting employee adoption and usage:
depends on
adoption
and usage
invested in
adoption
and usage
Foundation
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Probability

Gartner BPM Summit
Dec 12, 2014
Prosci Webinar
Feb 11, 2015
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Change management is how you capture
people-dependent ROI

Poll:
Answer without a "%" and
round to nearest 0 or 5.
For a project you are
supporting now, what percent
of the expected results and
outcomes depends on people
changing how they do their
jobs?

CHANGE INITIATIVES
DEPENDENT ON
ADOPTION
AND USAGE
INVESTED IN
ADOPTION
AND USAGE
Foundation
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Now, think about a portfolio

Make the connection
for your work
Think about a project you are currently supporting.
Identify…
1. What are the results and outcomes
expected from this project or initiative?
2. What percentage of those results and
outcomes are dependent on individuals
doing their jobs a new way?
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

How well are
individuals performing
compared to the level
expected in the design
of the change?
How many employees
(of the total population)
are demonstrating
“buy-in” and are using
the new solution?
How quickly are people
up and running on the
new systems, processes
and job roles?
Speed of Adoption Ultimate Utilization Proficiency
Foundation
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Pink’s ABCs
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Context
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CMROI
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Costs/Risks
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Probability
The Human Factors that Determine the
Financial Return or ROI

Poorly Managed Change Cash Flow Expected Cash Flow
Netcashflowofprojectperiod
+
-
0
Time (periods)
Proficiency contributes to the “height”
of each benefit, including the ongoing
benefit after implementation
The height of the benefit after
implementation is finished is based
on ultimate utilization
The slope and shape are
determined by speed of adoption
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
SUP Impact – Expected vs. Poorly Managed

Assumed
With poor
change management
With effective
change management
Speed of Adoption
X% ↓ ↑
Ultimate Utilization
Y% ↓ ↑
Proficiency
Z% ↓ ↑
Resulting ROI f(X,Y,Z) ↓ ↑
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
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CMROI
SUP
Costs/Risks
Language
Probability

Poll: Have you seen SUP (Speed of Adoption, Ultimate Utilization,
Proficiency) impact project outcomes?
5%
4%
13%
38%
40%
0% 20% 40%
No
Yes, once or twice
Yes, occasionally
Yes, regularly
Yes, all the time

Identify… Definitions of speed of adoption, ultimate
utilization and proficiency for your project.
Specific assumptions for your project related to:
Foundation
Selling
Pink’s ABCs
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Context
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CMROI
SUP
Costs/Risks
Language
Probability
Speed of Adoption Ultimate Utilization Proficiency
Make the connection
for your work

Those who trust to chance must
abide by the results of chance.
Calvin Coolidge
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Costs Risks
Individuals
Project
Organization
The RE costs:
REwork REdesign
REdo REscope
REtrain REtreat
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
We apply change management to
mitigate risks and reduce costs

Costs: Risks:
To the project if we do
not manage the people
side of change well
• Project delays
• Missed milestones
• Budget overruns
• Rework required
• Loss of work by project team
• Resistance – active and passive
• Project put on hold
• Resources not made available
• Obstacles appear unexpectedly
• Project fails to deliver results
• Project is fully abandoned
To the organization if
we do not manage the
people side of change well
• Productivity plunges
(deep and sustained)
• Loss of valued employees
• Reduced quality of work
• Impact on customers
• Impact on suppliers
• Morale declines
• Legacy of failed change
• Stress, confusion, fatigue
• Change saturation
To the organization if this
change does not deliver
the results we expect
• Lost investment in the project
• Lost opportunity to have
invested in other projects
• Expenses not reduced
• Efficiencies not gained
• Revenue not increased
• Market share not captured
• Waste not reduced
• Regulations not met
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Poll: Identify some
specific, concrete
AVOIDABLE COSTS and
MITIGATABLE RISKS your
projects have incurred
due to poor adoption
and usage:

Poll: Identify some specific, concrete AVOIDABLE COSTS and MITIGATABLE RISKS your projects
have incurred due to poor adoption and usage:
• Abandoning of Service/Tool
• abandonment of truly good change
• additional project costs
• additional training
• Additional training
• Additional Training
• Additional training
• Additional training = additional time
and costs
• additional travel
• Alienation of team members
• and most importantly me
• Anger
• Attrition
• attrition
• Audit Findings
• backflips
• bad attitudes
• bad data
• bad data
• bad decisions due to incomplete data
• Budget cuts affecting project support
staff
• Business Unit staff frustrated
• Buy another technology solution
• buy new technology - over and over
• Cancel project
• change calendars
• change in system
• change overload
• Change requests
• change taking 2+ years of delay
• changing requirements
• Changing timelines
• company
• company cash flow
• conflict
• conflict within teams because some
have adopted and others haven't
• confusion
• Confusion
• Confusion at end user level
• Contract delay penalties
• Contracting/Legal Agreement
complications
• Contractual penalties
• cost of a new technology tool
• creating shadow systems and all
maintenance costs for those
• Creation of silos between teams
• Culture of cynical users
• customer
• customer dissatisfaction
• Customer Pissed off
• cycle of project failures
• cycle of rework
• cynical employees
• cynics
• Data quality impacts
• declining morale
• Decreased confidence in management
• delay
• Delay to cease contracts and use of
legacy system
• Delayed implementation
• Delayed results
• Delayed rollout
• delayed timeline
• Delays
• Delays
• Delays
• delays
• Delays
• disengaged associates
• disengagement
• Disengagement of stakeholders
• dissatisfied customers
• dissatisfied customers
• distrust
• distrust
• distrust in leaders
• Domino effects on other projects
• double license fees for legacy and new
system
• Duplicate / conflicting processes and
procedures creating ambiguity and
duplication of work
• egg on CIO face
• employee disengagement and lack of
adoption
• employee engagement
• Employee engagement
• employee experience - frustration
• employee loss
• employee resistance
• employee retention
• employee retention
• Entire overhaul of UI
• Excess time spent on task - unnecessary
processing
• extended contracts
• extended project schedules
• Extended project schedules
• extended utilization post
implementation

• extra cost to study the issue
• Extra time spend training customers
• failed efforts
• Failed project results - ultimately audit
failures
• Failed projects
• Failure to deploy a major CRM
implementation.
• failure to provide accurate details
• Fear of new systems
• Fines
• frustrated employees
• frustration
• Frustration
• Frustration
• Frustration
• Further organizational 'scar tissue'
• going back to the drawing board
• go-live delay
• Had to scrap the entire EMR systems
and replace it with an entirely different
(and more costly one).
• halting project and reworking training
• Have to replace the entire software
with a new one
• Here we go- another project yet again-
we had enough
• Hi Mom
• High turnover
• 'hypercare' costs - longer project
schedule and costs
• Identification of the gaps.
• impact to customer
• inconsistent ways of working
• incorrect information
• increase on expenses
• Increasing resistance from users
• initiative failure
• involving people
• Kleenex - because people are crying. :(
• lack of comprehension of roles and
responsibilities
• lack of transparency
• lack of trust from end users of tool
• Lack of updated data
• Lengthened time to ROI
• Longer delivery to market
• Lose the audience of change
• losing excellent employees
• Losing key team members
• losing resources
• loss of credibility
• loss of credibility and trust
• Loss of efficiency
• loss of institutional knowledge to
support change when people resign
• Loss of key accounts
• Loss of key high performing talent
• loss of key talent
• Loss of moral
• loss of productivity
• Loss of productivity
• loss of staff
• loss of talent
• loss of time
• Loss of time and money
• Loss of trust for future changes
• loss of trust in company
• Losses due to incorrect handling of
invoices
• Lost clients
• lost customers
• Lost market value due to
misunderstanding of new products
• Lost time
• Lost trust
• Lots of rework
• low adoption
• low adoption level
• Low morale
• Low morale
• Low morale
• Low morale
• low morale as staff don't know how to
use system
• lower morale
• Lower traffic because managers
delayed adoption of social media
• mail management
• Managing resistance during training
• miscommunication
• miscommunication and rumors
• mis-integration
• Missed implementation date
• Missed implementation dates
• Missed requirements
• missed target ROI
• missing key milestone dates
• missing revenue and GP goals
• morale
• Morale
• morale
• morale
• morale
• morale
• morale degradation

• morale issues because of assumed
layoffs
• morale of staff
• More handholding
• more training
• Need to retrain the employees
• negative comments
• negative customer impacts
• Negative employee morale
• negative impact to reputation of the
project and/or those that have
sponsored the change
• Negative impacts to future change
• Negative impressions of program
• New system not used
• No result
• no usage by intended audience
• Not much engagements from sponsor
• not sufficient training time
• out of budget
• Over cost - impact the initial budget
• overtime
• Overtime costs and additional resource
cost
• overtime of nonexempt workers
• people resigning
• plummeted service levels
• Poor customer experience
• Poor customer service
• Poor customer service/deliver
• poor marketing
• Poor results and unhappy leader's
• poor service offering
• process change
• productivity
• productivity results not achieved
• Project delays
• project delays
• project failure
• proper engagements with sponsor and
stakeholders can help in mitigation of
costs and risks
• pull out part of functionality - less
delivered for more money
• pulling in consultants to help post-
change
• re designed
• re explaining
• re implementation
• re implementation
• re planning
• re train
• re training
• Re training because turn over
• re-assess
• REboot
• re-communicate
• REcommunication costs "lot of
questions"
• Redesign
• Redesign
• Redesign
• redesign
• Redesign
• redesign
• redesign
• Redevelopment
• Redevelopment of software
• Redo the project
• Redo!
• Reduced confidence in future changes
• reduced trust in process and project
team
• Re-engineer
• regret
• Regulatory impacts
• relaunch
• remediation
• reorganization
• reorganization
• reorganization
• repeated training
• replace
• replace resources
• Replace with new system
• Reputational Risk
• Reputational risk; customer
dissatisfaction
• rescope
• Rescope
• rescope project
• Rescope work
• Rescoping of project
• re-sdlc
• resentment
• Resignation
• Resignations
• resignations
• Resignations
• resignations
• resignations
• Resistance
• REsistance
• Resistance
• Resistance
• resistance

• Resistance to future change
• Resistance to future change because it
went so poorly this time
• resistance when it didn't exist initially
• Resources
• resources had to be sent on other
projects due to project delays
• resources undesignated
• Re-start of projects
• resubmission of insurance billing
• retaining talent
• retrain
• retrain
• Retrain
• retrain
• retrain
• re-train
• retraining
• retraining
• retraining
• Retraining
• Retraining
• Retraining
• Retraining
• Retraining
• retraining
• retraining
• Retraining
• retraining
• Re-Training
• Re-training
• re-training
• re-training
• re-training of end users
• revert
• reverting
• REview
• Rework
• Rework
• rework
• rework
• rework
• Rework
• rework
• rework
• Rework
• Rework
• Rework
• rework
• rework
• rework
• Rework
• rework and late deliveries to customers
• rework and resistance
• rework training
• rework training
• Rework!
• Reworks
• Rogue solutions and shadow systems
• Ruined relationships
• salary
• Salary costs
• salary costs
• schedule change
• scope change
• scope creep
• Silos within integrator team
• Skepticism
• staff dissatisfaction
• staff resign
• staff turnover
• staff turnover
• Stagnant workers
• Stakeholders not available
• starting from square one again
• talent
• team
• teamwork
• Terminations
• time away from work to deal with
system errors
• too many project managers on a
project
• training
• training
• travel
• Trust issues with leaders
• turn over
• turnover
• turnover
• Uncertainty
• Underdeveloped Requirements
• unfilled vacancies
• Unnecessary software development
• Unorganized Training
• Unrealistic deadlines
• Unused systems
• using incorrect success measures
• wasted man hours
• Wasted Production time
• Weak Sponsorship
• What's in it for society
• work disruption/stoppage

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We apply change management to
minimize negative consequences

Identify… Specific avoidable costs and mitigatable risks
related to the people side of your effort.
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Make the connection
for your work

Context QuestionsLanguage
If you talk to a man
in a language he
understands, that
goes to his head.
If you talk to him
in his language, that
goes to his heart.
Nelson Mandela
Foundation
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Communications
Training
Stakeholders
Resistance
Resilience
Assessments
Templates
Return on Investment
Benefit Realization
Results
Outcomes
Objectives
Sustainment
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In the Words You Use

Mobilizing People
ResultsTo Deliver
Guiding people through personal change impacts Helping people maximally adopt and use
Success through people Helping organizations get to their desired state
Managing people side of change to drive results
Changing behaviors to achieve business needs
Individual transitions that generate org change
Better business outcomes through people
Faster ROI through leading people through change
Turn business objectives into behavior change
Structured process to produce results
Ensuring organization's objectives are met
Producing results
Benefits realization
Making change stick
Delivering people-dependent ROI
People side of change
Helping people to make a difference
Making things better for people
Identify and manage people risks
Making people willing and able to change
It means effectively moving people to success
Tools and process to move people through change
Moving people from current to future
Helping people get from a to b
Moving people from point a to point b
Navigating the undulating floor
Facilitating transitions with finesse and insight
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Poll: Identify words you will STOP using when describing the value of
change management

Poll: Identify words you will STOP using when describing the value of change management
• Accountability
• Accountability
• accountability
• accountable
• Adaption
• Adoption
• adoption
• adoption
• adoption
• adoption
• Adoption
• Agile
• alignment
• alignment
• Assessment
• assessment
• Assessment
• assessment
• Assessment
• assessment
• Assessment
• Assessments
• assessments
• assessments
• assessments
• attempt
• Audit
• Benefit
• better alignment
• better training
• Body language cues
• bottom line
• Building capacity
• buy-in
• buy-in
• challenges
• Change
• change
• Change
• Change
• change
• change
• change and
communications
• change management
• Change Management
• Change management
• change management =
communication plan
• Change Managers
• change/communication
plan
• coaching
• communicate
• communicate
• communicate
• communicate more
• communication
• communication
• Communication
• Communication
• communication
• communication
• communication
• communication
• communication
• communication
• Communication
• communication
• Communication
• Communication
• communication
• communication
• Communication
• communication
• communication
• communication
• communication
• communication
• communication
• communication
• communication
• Communication
• Communication and
training
• communication plan
• Communications
• communications
• communications
• communications
• communications
• Communications
• communications
• communications
• communications
• Communications
• communications
• Communications
• Communications
• Communications and
training
• creating awareness
• Culture Change
• delays
• deliverables
• development
• Disruption
• doesn´t want to change
• Education and training
• Email
• engagement
• engagement
• engagement
• engagement
• essentially the parts ...
need to talk about ROI
• executive sponsorship
• fluff
• fluffy
• getting buy in
• human resources
• impact
• impact
• impact assessment
• issues
• Issues
• leadership
• manage
• manage changes
• Manage people side of
change
• Manage resistance
• Management
• management
• management
• managing resistance
• meetings
• method

Poll: Identify words you will STOP using when describing the value of change management
• methodology
• Methodology
• Minimize resistance
• Must
• Necessary
• necessary
• Necessary
• not able to change
• people engagement
• People management
• people side
• people side
• plans
• Please Do
• prevent failure
• Problem
• problem
• Process
• process
• Process
• process change
• program
• Resilience
• Resistance
• Resistance
• Resistance
• Resistance
• resistance
• Resistance
• Resistance
• resistance
• resistance
• resistance
• resistance
• resistance
• resistance
• Resistance
• resistance
• resistance
• Resistance
• resistance
• resistance
• resistance
• resistance
• Resistance
• Resistance
• Resistance
• resistance
• Resistance
• resistance
• resistance
• Resistance and even
Change Management
• resistance management
• Resistance mitigation
• Resistance of user
adoption
• Resisters
• restructure
• risk
• Risks
• Shift
• soft
• soft
• Soft
• Soft side
• soft side
• soft side
• soft side
• Soft side of benefits
• soft skills
• soft skills
• solution
• stakeholder
• stakeholder
• stakeholder
• stakeholder analysis
• stakeholder analysis
• Stakeholder returns
• Stakeholders
• stakeholders
• stakeholders
• stakeholders
• stakeholders
• Stakeholders
• stakeholders
• stakeholders
• Stakeholders
• stakeholders
• Stakeholders
• Stakeholders
• strategy
• strategy
• support
• Support
• surveys
• sustainability
• talk with instead of talk to
• templates
• Templates
• templates
• Templates
• things are going to be
different
• to be / future state
• Training
• training
• training
• training
• training
• training
• Training
• training
• training
• Training
• training
• Training
• training
• training
• Training
• training
• training
• Training
• training
• training
• training
• Training
• training
• training
• training
• Training
• Training
• Training
• training
• training
• training
• Training
• training
• training
• training
• training
• training
• transformation
• transparency
• transparency
• UAT
• Undisciplined
• Upskilling
• usability
• user adoption
• Values
• want
• weaknesses
• What's in it for me

Poll: Identify words you
will START using when
describing the value of
change management

Poll: Identify words you will START using when describing the value of change management
• accomplish
• accountability
• achieve
• achieve expectations
• Achieve results
• achievement
• achievement
• actionable
• adopt
• adoption
• Adoption
• Adoption
• Adoption
• adoption
• adoption
• Adoption
• adoption
• adoption
• Adoption & Usage =
Success
• adoption = results
• agility
• avoiding costs
• behavior
• benefit
• Benefit
• Benefit
• benefit
• benefit realization
• Benefit Realization
• Benefit realization
• Benefit realized
• benefits
• benefits
• benefits
• benefits
• benefits
• benefits
• benefits
• Benefits
• benefits
• Benefits
• benefits
• Benefits
• Benefits
• benefits
• benefits
• benefits
• Benefits Realization
• benefits realization
• Benefits realization
• Benefits realization
• benefits/results
• better
• Boost the investment
• Bottom line
• business case realization
• Business growth
• business outcome
• Business results
• Business Transformation
• business value
• Buy-in
metrics
outcomes
• changing hearts and minds
• CMROI
• CMROI
• Collaboration
• Communication
• Connect
• connect
• cost benefit
• culture
• data
• Deliver
• deliver results
• deliver results
• deliver results
• Deliverable
• Delivering on our
outcomes
• delivering results
• Delivery of results
• desired outcomes
• difference it makes
• discover
• Early adoption
• easier
• employees that are excited
• empower
• empowerment
• Enable
• engage
• engage
• engaged
• engagement
• engagement
• engagement
• engagement
• expected outcome
• Expected Proficiency
• faster go to market
• Future
• future
• giving results
• greater efficiency
• Hard facts
• heart
• help
• help us understand
• impact
• Impact
• impact
• impact
• impact
• improvements
• Increased acceptance of
usage
• increased ROI
• increased success through
people focus
• innovate
• innovation
• innovation
• intake
• intent
• Investment
• investment
• IRR
• job satisfaction
• Journey
• KPI usage
• leadership
• leadership
• let's do it together
• maximize outcomes
• measurable
• Measurable Outcomes
• Meeting Expectations
• metrics
• mobilization
• mobilization
• Mobilization and results
• mobilize
• Mobilize
• Mobilize
• mobilize
• Mobilize and deliver
• mobilize deliver
• mobilize people
• mobilize people
• mobilize people
• Mobilizing people to
deliver results
• Mobilizing people to
deliver results
• NPV
• NPV
• objective
• objectives
• Objectives
• objectives
• objectives
• Objectives
• objectives & deliverables
• outcome
• outcome
• Outcome
• Outcome
• Outcomes
• Outcomes
• outcomes
• Outcomes
• Outcomes
• Outcomes
• outcomes

Poll: Identify words you will START using when describing the value of change management
• outcomes
• outcomes
• outcomes
• outcomes
• Outcomes
• Outcomes
• outcomes
• Outcomes
• outcomes
• Outcomes and Results
• Outlook
• partnership
• Payback Period
• people
• people power
• People side of change
• people side of change
• People-dependent ROI
• performance
• Performance
• performance
• performance
• proficiency
• Proficiency
• progress
• Project success
• project success
• quick uptake
• realization
• realization
• realized benefits
• result
• Results
• results
• Results
• results
• results
• results
• results
• Results
• Results
• results
• Results
• Results
• results
• Results
• results
• results
• Results
• Results
• Results
• results
• results
• Results
• Results
• Results
• results
• results
• results
• results
• Results
• Results
• results
• results
• results
• results
• Results
• results
• Results
• Return of investment
• return on investment
• Return on Investment
• Return on investment
• Return on investments
• Return on investments
• risk
• risk management
• Risk Mitigation
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• roi
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI
• ROI/ROE
• savings
• speed
• Speed of adoption
• Speed of adoption
• speed of adoption
• speed to transform
• stewardship
• Success
• success
• success
• success
• Success
• success
• success
• Success
• Success
• success
• success
• success
• SUP
• SUP
• support
• supporting business to
achieve
• sustainability
• sustainability
• sustainability
• Sustainment
• sustainment
• Sustainment
• Sustainment
• synergy
• TCO
• time to skill
• together
• transparency
• trust
• try
• try
• turnover
• understand
• Us
• Utilization
• Utilization
• utilization
• Value
• Value
• Value
• value
• Value
• Value
• Value
• value
• Value
• Value
• value
• value
• Value
• value
• value
• value add
• Value outcome based
results
• Value-added
• we
• We
• we
• Were results reached?
• WIIFM
• Win
• work together
• Working together to see
impact
• You

Identify… Specific words and phrases you will START using
and STOP using when describing the people side impact
and value for your project.
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Make the connection
for your work

6x
Increase in likelihood
of meeting objectives
with excellent change
management
48%
62%
70%
81%
0%
100%
Poor Fair Good Excellent
14%
32%
52%
71%
0%
100%
15%
42%
76%
94%
0%
100%
0%
100%
Met or exceeded objectives
On schedule
On budget
Change Management Effectiveness
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Prosci research shows that effective
change management drives outcomes

Top performers:
143%
Worst performers:
35%
Percent of expected value
of initiative eventually
captured by company
From McKinsey “Helping Employees Embrace Change”
http://www.mckinsey.com/insights/organization/helping_employees_embrace_change
Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
McKinsey study shows that
“effective change management pays”

Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Identify… The importance of meeting objectives, on time
and on budget, for your project.
Make the connection
for your work

Foundation
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability
Five perspectives with a punchy statement for each
CMROI
SUP
Costs/Risks
Probability
The expected project benefits are more likely to be achieved,
on time and on budget, with effective change management
according to industry data.

Poll: Rank order each value perspective based on how useful it will be
to you as you engage others around the value of change management.
41%
28%
16% 13%
2%
24%
20%
26%
24%
7%
15%
15% 30%
29%
11%
11%
16%
19%
24%
30%
9%
21%
8% 10%
51%
0%
25%
50%
75%
100%
CMROI Language SUP Costs/Risks Probability
Top rank – most useful
2nd rank
3rd rank
4th rank
Bottom rank – least useful

Conclusions
and Q&A
Selling
Pink’s ABCs
Value Proposition
Context
Selling
Pink’s ABCs
Value Proposition
Context
Perspectives
CMROI
SUP
Costs/Risks
Language
Probability

Prosci Solutions
Delivering organizational results by
catalyzing individual transitions
http://www.prosci.com | http://blog.prosci.com
changemanagement@prosci.com
Build individual change competencies
Apply change management on initiatives
Embed organizational change capability
http://www.prosci.com
solutions@prosci.com

Defining the value of change management

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