Measurable Adoption Goals: Selecting KPIs to create clarity when leading change

One of the common pitfalls in change management is declaring victory too soon.

I think this can happen because everyone eventually succumbs to change fatigue. One way to check yourself during change leadership is to set clear measurable objectives at the outset. What does success look like? How will you know when you’re actually done?

This is where the concept of Key Performance Indicators (KPIs) comes into play.

Choosing KPIs

Selecting the right KPIs requires a deep understanding of the change initiative's objectives and the factors that will drive its success. Pick KPIs that are directly influenced by the change and can provide early signals of adoption and impact. For long-term transformations, this will involve selecting leading KPIs that can forecast future success based on current trends.

Communicate the KPIs

Communicating KPIs to all staff involved in or affected by the change is equally important. When everyone has the same milestones in mind, it supports a unified direction and motivation. It also creates a culture of transparency and accountability, where progress towards these measurable goals can be openly discussed and celebrated. Leaders and managers play a pivotal role in this communication. (Depending on the scope of your change, you might build how to discuss KPIs into your Key Message Training plan.)

Plan to Measure

KPIs don’t mean much if you do not measure your progress. When you’re choosing KPIs, always ask, how will we measure this? If you’re working with a new technology, you might be able to get numbers directly from the tool. If not, you might have to be more creative about how and when you capture feedback. Your strategies can be formal (pulse or multi-question surveys) or informal (manager feedback or assessments). Make sure you align your efforts with the rigor needed to implement your change, and include any measurement communications into your Segmented Change Communication Plan.

Celebrating Milestones

Celebrating milestones is not just about acknowledging success; it's about reinforcing the behaviors and efforts that led to those achievements. It boosts morale, encourages continued engagement, and reinforces the positive aspects of the change. These celebrations can be formal acknowledgments in company meetings or more informal recognitions within teams. The key is to make the connection between the achievement of KPIs and the collective effort of the staff, thereby reinforcing the value of the change and the contributions of those who are helping to drive it.

Just like with other change management tools, align your KPIs and measurement activities with the scope and level of rigor you need for your change. Be realistic about what is needed and achievable in your timeline. You don’t need many specific, quantifiable targets to keep your change management project on track.