The ADKAR Model: Change Management that Drives Exceptional Project Results. Susie Patterson, Director of Research and Development

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1 The ADKAR Model: Change Management that Drives Exceptional Project Results Susie Patterson, Director of Research and Development

2 Change management correlates directly with project success 100% Met or exceeded objectives On schedule On budget 48% 15% 62% 42% 32% 76% 70% 52% 94% 81% 71% 6x Increase in likelihood of meeting objectives with excellent change management 0% 14% Poor Fair Good Excellent Change Management Effectiveness Prosci. All Rights Reserved. 2

What percent of your project objectives depend on

Change Management Activities Individual Change

The achievements of an organization are the results of the combined

6 Organizations are Made Up of Individuals Current Transition Future C C C C C T T T T T F F F F F C C C C C T T T T T F F F F F C C C C C T T T T T F F F F F C C C C C T T T T T F F F F F C C C C C T T T T T F F F F F Prosci. All Rights Reserved. 6

7 If we do not support and equip individual transitions then our future state looks nothing like the future state we expected F F F F F F F F F F F F F F F F F F F Instead of F F F F F F F F F F F F F F F F F F Prosci. All Rights Reserved. 7

9 Building Your ADKAR Map Identify who has to do their jobs differently and define how Apply a model of how individuals change successfully Plot individual change journeys Your ADKAR Map for success Prosci. All Rights Reserved. 9

10 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI Project/Initiative: ADKAR Milestone Date Targets Groups: Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Ocg Nov Dec Jan Feb March April May June July Aug Sept Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 ADKAR Milestone Date Targets Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Groups: J F M A M J J A S O N D Example Group 1 3/18 4/19 5/26 7/12 10/15 Copyright Prosci All rights reserved. Prosci Inc All rights reserved. Prosci. All Rights Reserved. 10

11 Building Your ADKAR Map Identify who has to do their jobs differently and define how Apply a model of how individuals change successfully Plot individual change journeys Your ADKAR Map for success Prosci. All Rights Reserved. 11

12 Location Processes Compensation Systems Performance Reviews Reporting Structure Aspects of a Person s Job You Can Impact Tools Job Roles Mindset/Attitudes/Beliefs Critical Behaviors Equipping and supporting these individual changes is how results are realized Prosci. All Rights Reserved. 12

I understand why I have decided to ADKAR-ing Change Effort to Capture People-Dep Group name: Group name: Impact: Project/Initiative: Individual change definition: Awareness I understand why Awareness

Individual change definition: Score: Group name: Group name: Target date: Groups experiencing Score: Target Score: similar impacts date: Score: Score: Sco Impact: Group name: Individual change

13 I understand why I have decided to ADKAR-ing Change Effort to Capture People-Dep Group name: Group name: Impact: Project/Initiative: Individual change definition: Awareness I understand why Awareness Group name: one of your groups I understand why Group name: Individual change definition: change definition your project name Desire I have decided to Score: Desire I have decided to Sco Kn I k Individual change definition: Score: Group name: Group name: Target date: Groups experiencing Score: Target Score: similar impacts date: Score: Score: Sco Impact: Group name: Individual change definition: another group Individual change definition: change definition Score: Sco Group name: Score: Target date: Score: Score: Target date: Score: Group name: Group name: Individual change definition: Individual change definition: Impact: Prosci. All Rights Reserved. 13 Score: Sco

14 Building Your ADKAR Map Identify who has to do their jobs differently and define how Apply a model of how individuals change successfully Plot individual change journeys Your ADKAR Map for success Prosci. All Rights Reserved. 14

16 Awareness Desire Knowledge Ability Reinforcement Change begins with understanding why Communication Sponsorship Coaching Training Resistance management What is the nature of the change? Why is the change needed? What is the risk of not changing? Prosci. All Rights Reserved. 16

18 Awareness Desire Knowledge Ability Reinforcement Change involves personal decisions Communication Sponsorship Coaching Training Resistance management What s in it for me (WIIFM)? A personal choice A decision to engage and participate Prosci. All Rights Reserved. 18

20 Awareness Desire Knowledge Ability Reinforcement Change Communication requires knowing how Sponsorship Coaching Training Resistance management Understanding how to change Training on new processes and tools Learning new skills Prosci. All Rights Reserved. 20

Awareness Desire Knowledge Ability Change requires Communication action in the right direction Sponsorship Coaching Training Resistance

22 Awareness Desire Knowledge Ability Change requires Communication action in the right direction Sponsorship Coaching Training Resistance management Reinforcement Demonstrated ability to implement change Change in the performance or behavior Prosci. All Rights Reserved. 22

24 Awareness Desire Knowledge Ability Change must Communication be reinforced to be sustained Sponsorship Coaching Training Resistance management Reinforcement Actions that ensure a change will continue Recognition and rewards to sustain change Prosci. All Rights Reserved. 24

Your ADKAR Map Reinforcement I will continue to notes Score: 1-5

26 Individual Change Management Outcomes When you create: You hear: A Awareness I understand why D Desire I have decided to K Knowledge I know how to A Ability I am able to R Reinforcement I will continue to Prosci. All Rights Reserved. 26

Awareness The Five Building Blocks for Successful Change Desire

28 Prosci ADKAR Map: Analysis ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com Project/Initiative: Awareness I understand why Desire I have decided to Knowledge I know how to Ability I am able to Reinforcement I will continue to Profile graph Barrier point Group name: Individual change definition: Group name: Score: Score: Score: Score: Score: K A R Barrier point: Individual change definition: Group name: Score: Score: Score: Score: Score: Barrier point: Individual change definition: barrier point first <=3 Group name: Individual change definition: Score: Score: Score: Score: Score: Barrier point: Group name: Individual change definition: Copyright Prosci All rights reserved. Score: Score: Score: Score: Score: Score: Score: Score: Score: Score: Barrier point: Barrier point: Prosci Inc All rights reserved. Prosci. All Rights Reserved. 28

ROI predictions assume high levels of ability and

30 Aligning CM to Project Lifecycle General Project Lifecycle Kick off Major events Go Live Initiate Plan Design Develop Deploy Individual Change Journey Milestones Prosci ADKAR Model Organizational Change Mgmt Activities Prosci 3-Phase Process Phase 1: Preparing for Change Phase 2: Managing Change Phase 3: Reinforcing Change Strategy Plans Measures Prosci. All Rights Reserved. 30

31 Aligning CM to Project Lifecycle General Project Lifecycle Kick off Major events Go Live Initiate Plan Design Develop Deploy Individual Change Journey Milestones Prosci ADKAR Model ADKA R Organizational Change Mgmt Activities Prosci 3-Phase Process Phase 2: Plans Prosci. All Rights Reserved. 31

32 Building Your ADKAR Map Identify who has to do their jobs differently and define how Apply a model of how individuals change successfully Plot individual change journeys Your ADKAR Map for success Prosci. All Rights Reserved. 32

33 We are going to define our success milestones by the achievement of the outcomes defined by ADKAR Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI Project/Initiative: ADKAR Milestone Date Targets Groups: Example Group 3/18 4/19 5/26 7/12 10/15 Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Ocg Nov Dec Jan Feb March April May June July Aug Sept Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 Example Group 3/18 4/19 5/26 7/12 10/15 Prosci. All Rights Reserved. 33

34 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI Project/Initiative: ADKAR Milestone Date Targets Project Phases: Timescale (weeks, months, quarters): Groups: Building Your ADKAR Map 1. Define 2. Sketch 3. Label 4. Specify Project Phases: ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain Date Targets Timescale (weeks, months, quarters): 5. Plot your ADKAR Milestones on the timeline Groups: J F M A M J J A S O N D 5. Plot Example Group 1 3/18 4/19 5/26 7/12 10/15 1. Define your timescale 2. Sketch your high-level project phases 3. Label groups from ADKAR Map: Analysis 4. Specify Milestone Date Targets Copyright Prosci All rights reserved. Prosci Inc All rights reserved. Prosci. All Rights Reserved. 34

35 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com Project/Initiative: ADKAR Milestone Date Targets Groups: Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Ocg Nov Dec Janc Feb March April May June July Aug Sept rosci ADKAR Map: Timeline KAR Your Change Effort to Capture People-Dependent ROI Translating your ADKAR Map Analysis into an ADKAR Map Timeline 1. Define and label your timescale (weeks, months, quarters). Project/Initiative: 1. Define 2. Sketch your high-level project phases (e.g. Initiate, Plan, Design/Develop, Deploy, Sustain). 3. Label the five groups you used for your ADKAR Map: Analysis. ADKAR Milestone Date Targets 4. Specify Milestone Date Targets for each ADKAR element for each group. 2. Sketch Project Phases: 5. Sketch your ADKAR Milestones on the timeline. Organizational Prosci Change Mgmt 3-Phase 6. Next steps: create the action plans that will support Ability at Go Live Timescale (weeks, Activities months, quarters): Process and attainment of each of the ADKAR Milestones you have defined. 3. Label 4. Specify ADKAR Milestone Date Targets Copyright Prosci All rights reserved. General Project Lifecycle Individual Change Journey Kick off Initiate Plan Design Develop Deploy Prosci ADKAR Milestones Sponsor roadmap Model Initiate Plan Design/Develop Phase 1: Preparing for Change Major events Phase 2: Managing Change Go Live Phase 3: Reinforcing Change Strategy Plans Measures Ocg Nov Dec Janc Feb March April Ma Project Phases: Timescale (weeks, months, quarters): Groups: J F M A M J J A S O N D Example Group 1 3/18 4/19 5/26 7/12 10/15 5. Plot Individual: Awareness Desire Knowledge Ability Reinforcement Organizational: Communication plan Resistance Mgmt Coaching plan Initiate Plan Design/Develop Deploy Sustain Training plan Prosci Inc All rights reserved. Prosci. All Rights Reserved. 35

Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI changemanagement@prosci.

36 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com Project/Initiative: ADKAR Milestone Date Targets Groups: Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Ocg Nov Dec Janc Feb March April May June July Aug Sept Example Group Translating your ADKAR Map Analysis into an ADKAR Map Timeline 1. Define and label your timescale (weeks, months, quarters). 1. Define 2. Sketch your high-level project phases (e.g. Initiate, Plan, Design/Develop, Deploy, Sustain). 3. Label the five groups you used for your ADKAR Map: Analysis. 4. Specify Milestone Date Targets for each ADKAR element for each group. 2. Sketch 5. Sketch your ADKAR Milestones on the timeline. 6. Next steps: create the action plans that will support Ability at Go Live and attainment of each of the ADKAR Milestones you have defined. 3. Label 4. Specify ADKAR Milestone Date Targets Copyright Prosci All rights reserved. Project Phases: General Project Lifecycle Individual Change Journey Milestones Organizational Change Mgmt Activities Timescale (weeks, months, quarters): Kick off Go Live Initiate Plan Design Develop Deploy Prosci ADKAR Model Prosci 3-Phase Process Phase 1: Preparing for Change Major events Phase 2: Managing Change Phase 3: Reinforcing Change Strategy Plans Measures Groups: J F M A M J J A S O N D Example Group 1 3/18 4/19 5/26 7/12 10/15 5. Plot Individual: Awareness Desire Knowledge Ability Reinforcement Organizational: Communication plan Sponsor roadmap Resistance Mgmt Coaching plan Initiate Plan Design/Develop Deploy Sustain Training plan Prosci Inc All rights reserved. Prosci. All Rights Reserved. 36

37 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com Project/Initiative: ADKAR Milestone Date Targets Groups: Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Ocg Nov Dec Janc Feb March April May June July Aug Sept Example Group 1/5 2/5 3/20 5/1 8/1 Map: Timeline rt to Capture People-Dependent ROI Translating your ADKAR Map Analysis into an ADKAR Map Timeline 1. Define and label your timescale (weeks, months, quarters). 1. Define 2. Sketch your high-level project phases (e.g. Initiate, Plan, Design/Develop, Deploy, Sustain). 3. Label the five Project groups Phases: you used for your ADKAR Map: Analysis. 4. Specify Milestone Date Targets for each ADKAR element for each group. 2. Sketch 5. Sketch your ADKAR Milestones on the timeline. 6. Next steps: Timescale create the (weeks, action plans months, that quarters): will support Ability at Go Live and attainment of each of the ADKAR Milestones you have defined. R 3. Label 4. Specify ADKAR Milestone Date Targets Copyright Prosci All rights reserved. Project Phases: General Project Lifecycle Individual Change Journey Milestones Organizational Change Mgmt Activities Timescale (weeks, months, quarters): Kick off Go Live Initiate Plan Design Develop Deploy Prosci ADKAR Model Prosci 3-Phase Process Phase 1: Preparing for Change Major events Phase 2: Managing Change Phase 3: Reinforcing Change Strategy Plans Measures Groups: J F M A M J J A S O N D Example Group 1 3/18 4/19 5/26 7/12 10/15 5. Plot Individual: Awareness Desire Knowledge Ability Reinforcement Organizational: Communication plan Sponsor roadmap Resistance Mgmt Coaching plan Initiate Plan Design/Develop Deploy Sustain Training plan changemanageme blog.pros Initiate Plan Design/Develop Deploy Su Ocg Nov Dec Janc Feb March April May June July Aug 10/15 Prosci Inc All rights reserved. Prosci. All Rights Reserved. 37

38 Prosci ADKAR Map: Timeline ADKAR Your Change Effort to Capture People-Dependent ROI Project/Initiative: ADKAR Milestone Date Targets Groups: Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Oct Nov Dec Jan Feb March April May June July Aug Sept Example Group Example Group Example Group 1/5 2/5 3/20 5/1 8/1 1/5 2/5 3/20 5/1 8/1 10/25 11/30 12/20 1/5 5/1 Example Group Example Group 12/21 1/21 2/15 3/2 7/1 12/5 1/10 3/7 4/19 7/15 ADKAR Milestone Date Targets Project Phases: Initiate Plan Design/Develop Deploy Sustain Timescale (weeks, months, quarters): Groups: J F M A M J J A S O N D Example Group 1 3/18 4/19 5/26 7/12 10/15 Copyright Prosci All rights reserved. Prosci Inc All rights reserved. Prosci. All Rights Reserved. 38

39 Aligning Project Deliverables to Individual Milestones Individual: Awareness Desire Knowledge Ability Reinforcement Organizational: Communication plan Sponsor roadmap Coaching plan Training plan Resistance mgmt plan Prosci. All Rights Reserved. 39

41 For Practitioners What are we trying to achieve? Communications plan because we should have a communications plan Communications that build awareness of the need for change 41 Prosci. All Rights Reserved. 41

42 For Leaders and Managers What are you trying to achieve right now? Build awareness of the need for the new ERP system Speak at this town hall meeting by sharing details of our profitability forecasts at this town hall meeting. Prosci. All Rights Reserved

43 Building Your ADKAR Map Identify who has to do their jobs differently and define how Apply a model of how individuals change successfully Plot individual change journeys Your ADKAR Map for success Prosci. All Rights Reserved. 43

To Change summarize management activities are intended to

individual change outcomes and milestones Plotting ADKAR

Don t throw spaghetti at the wall Change is a process, not

44 To Change summarize management activities are intended to drive individual change outcomes ADKAR provides clear individual change outcomes and milestones Plotting ADKAR milestones by group guides change management activities Don t throw spaghetti at the wall Change is a process, not a switch Right tool for the right job Prosci. All Rights Reserved. 44

45 Susie Patterson Director of Research and Development

How a project approach will build change management capability across your organization

capability across your How a project approach will build change management capability across your Prosci Webinar How a project approach will build change management Enterprise Change Management Organizational