CCA Measuring & Sustaining Change 2 — Questions and Answers
Question 1: Which type of metric is BEST suited to measure whether a change initiative has achieved its intended business outcome?
- Activity metric
- Lagging indicator (Correct answer)
- Leading indicator
- Compliance metric
Correct answer: Lagging indicator
Lagging indicators measure final business outcomes such as revenue or customer satisfaction after the change is embedded.
Question 2: A change agent notices adoption rates are high but business performance has not improved. What is the most likely root cause?
- The KPIs are not aligned to business goals (Correct answer)
- Employees are resisting the change
- The rollout timeline was too short
- Training completion rates were low
Correct answer: The KPIs are not aligned to business goals
High adoption with no performance improvement typically signals that the KPIs being tracked do not connect to the actual business value sought.
Question 3: What is the primary purpose of a benefits realization plan in change management?
- To schedule training sessions
- To document communication channels
- To track whether promised benefits are actually delivered over time (Correct answer)
- To assign accountability for project tasks
Correct answer: To track whether promised benefits are actually delivered over time
A benefits realization plan provides a structured way to monitor and confirm that the change delivers the value it was intended to produce.
Question 4: Which of the following best describes 'sustainability' in the context of organizational change?
- Environmental compliance programs
- The ability of a change to endure and remain effective after implementation (Correct answer)
- Maintaining the project budget within limits
- The number of stakeholders who support the change
Correct answer: The ability of a change to endure and remain effective after implementation
Sustainability in change management means the new behaviors, processes, or structures persist and continue delivering value long after formal project close.
Question 5: A post-implementation review reveals that employees have reverted to old processes six months after go-live. Which change management phase was most likely insufficient?
- Stakeholder identification
- Readiness assessment
- Reinforcement and sustainment (Correct answer)
- Communication planning
Correct answer: Reinforcement and sustainment
Reversion to old habits signals that reinforcement mechanisms—recognition, accountability, and follow-up—were not strong enough to embed the change.
Question 6: A change scorecard typically tracks which combination of measures?
- Budget, schedule, and scope only
- Awareness, desire, knowledge, ability, and reinforcement (ADKAR)
- Speed of adoption, utilization rate, and proficiency (Correct answer)
- Employee satisfaction, revenue, and headcount
Correct answer: Speed of adoption, utilization rate, and proficiency
Prosci's change scorecard focuses on speed of adoption, ultimate utilization, and proficiency levels as the three core change performance measures.
Question 7: Which action best prevents 'change decay' after a successful implementation?
- Closing the project as quickly as possible
- Embedding new behaviors into performance management and incentive systems (Correct answer)
- Reducing communication frequency once adoption peaks
- Reassigning the change team to the next project immediately
Correct answer: Embedding new behaviors into performance management and incentive systems
Anchoring new behaviors in performance reviews and reward systems creates structural reinforcement that resists decay.
CCA Measuring & Sustaining Change 2
Which type of metric is BEST suited to measure whether a change initiative has achieved its intended business outcome?