CCA Measuring & Sustaining Change 3 — Questions and Answers
Question 1: When setting baseline measurements for a change initiative, the baseline should be captured at which point?
- At project close
- Immediately after training is complete
- Before the change is implemented (Correct answer)
- Six months after go-live
Correct answer: Before the change is implemented
Baselines must be established before implementation so post-change results can be meaningfully compared to the pre-change state.
Question 2: Which survey approach provides the most accurate picture of individual change adoption levels across a large workforce?
- Focus groups with senior leaders
- Pulse surveys at regular intervals targeting all impacted employees (Correct answer)
- One-time annual employee engagement survey
- Exit interview data
Correct answer: Pulse surveys at regular intervals targeting all impacted employees
Frequent pulse surveys across the full impacted population capture adoption trends over time and allow timely course corrections.
Question 3: A change agent uses a 'resistance heatmap.' What does this tool primarily help identify?
- Budget variances by department
- Groups or roles with the highest levels of change resistance (Correct answer)
- The critical path for the project schedule
- Communication channel effectiveness
Correct answer: Groups or roles with the highest levels of change resistance
A resistance heatmap visualizes where resistance is concentrated by role, department, or geography, enabling targeted intervention.
Question 4: What does 'proficiency' measure in Prosci's change effectiveness framework?
- How quickly employees were trained
- How well employees perform in the new way of working compared to the desired standard (Correct answer)
- The number of employees who attended training
- Management's confidence in the change outcome
Correct answer: How well employees perform in the new way of working compared to the desired standard
Proficiency assesses the quality of performance in the new state, not just whether people showed up or adopted the change superficially.
Question 5: Which of the following is the BEST example of a leading indicator for a change initiative introducing a new CRM system?
- Increase in sales revenue six months post-launch
- Daily login rate to the new CRM system in the first two weeks (Correct answer)
- Customer satisfaction score at year-end
- Number of system defects closed at project completion
Correct answer: Daily login rate to the new CRM system in the first two weeks
Daily login rates in early weeks indicate early behavioral adoption and predict whether downstream outcomes like revenue improvement are likely.
Question 6: An organization wants to sustain a culture of continuous improvement after a change initiative. Which mechanism is MOST effective long-term?
- Running a one-time lessons-learned workshop
- Embedding continuous improvement goals into job descriptions and annual reviews (Correct answer)
- Sending quarterly newsletters about the change
- Holding a celebration event at go-live
Correct answer: Embedding continuous improvement goals into job descriptions and annual reviews
Embedding improvement behaviors into formal role expectations and performance reviews institutionalizes them rather than leaving them as optional.
Question 7: Which stakeholder group is MOST critical to involve in defining success metrics for a change initiative?
- External consultants
- IT project managers
- Business sponsors and process owners (Correct answer)
- Communications specialists
Correct answer: Business sponsors and process owners
Business sponsors and process owners own the outcomes the change is meant to improve, making them the right group to define what success looks like.
CCA Measuring & Sustaining Change 3
When setting baseline measurements for a change initiative, the baseline should be captured at which point?