NOTE: You can read Part 1 of this series from the Change Management LiveWorx session, "Defining the Change Management Process,"  here and Part 2 "Planning and Implementing the Process" here.

"We have to remember that what we observe is not nature herself, but nature exposed to our method of questioning."

Werner Heisenberg German Theoretical Physicist

Measuring and Improving the Change Management Process

Once the process has been defined and implemented, how will you know if the change is effective?  That’s where measuring & analyzing to improve the process comes into play. You’ll gain insight to help deliver on business goals:

  • Operational execution
  • Process health
  • Enterprise value

Some examples of measurement tools you can use include:

  • Query builder
  • Cognos
  • Change Monitor
  • Thingworx Mashups
  • Manually
Change Management How To Measure

There are many different types of measurements to consider, including operational, productivity, and value measurements:

Operational measurements

  • Provide managers and users with the tools to see Work-in-Process status
  • Show “health” of the overall process
  • Examples: Number of open changes (CR, CN);  User overdue tasks; Parts undergoing change

Productivity measurements

  • Bring understanding on how we are executing the process
  • Looked at alone can give misleading representation 
  • Examples: Days to complete a change; Number of changes per product or project
  • Analyzing: Basic statistics, Six Sigma

Value measurements

  • Tell the true benefits of the process
  • Help determine what to improve next
  • Examples: Reduction in scrap; Reduction in rework; Average number of drawing revisions
  • What to measure-Determine KPI that are effected by change
    • Categorize the defects
    • Measure and analyze
Change Management Value Measurements
Image from D. Owens PTC/USER Conference 2010 paper

Examples of Measurements for Process Improvement

It's important to first make sure you’re measuring the right things (those things that add value to the enterprise).

Items to Measure

  • That can be directly tracked and measured
  • Have value for the enterprise
  • Has causality with the change management process

Measuring

  • Not all measurements can be automated
  • Will be cross-system in some cases
  • Determine time period to sample data 

  • Understand other enterprise initiatives to look at results

Examples

  • Inventory
    • Scrap
    • Rework

  • Manufacturing
    • Rework 
 
    • Deviations/Waiver to ship product 

    • Manufacturing defects in products 

  • Engineering
    • Part/Model/Drawing revisions 

    • New Parts 

    • Engineering defects
  • Supply Chain 

    • Expedited orders 

    • Retooling cost 


Change Management Best Practices

In summary, the best laid plans for improving change management implementation and execution include:

  • Plan – Smooth the roll out and acceptance
    • Create the right plan

    • Involve and invest in the stakeholders

    • Invest in the vision and value
    • Don’t expect perfection 

  • Implementation – Improve adoption and efficiency
    • Scale the change for the needs

    • Execute holistic process

    • Involve the right users 

    • Leverage the tools to simplify reviews 

  • Measure and Improve – Provide clarity
    • Find the right measurements
    • Differentiate operational and value metrics  
    • Gives insight into the right improvements 


 

NOTE: You can read Part 1 of this series from the Change Management LiveWorx session, "Defining the Change Management Process,"  here and Part 2 "Planning and Implementing the Process" here. Listen to the entire recorded session here.