CCA Measuring & Sustaining Change 3

Question 1

When setting baseline measurements for a change initiative, the baseline should be captured at which point?

Accepted Answer

Before the change is implemented

Answer

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?

Accepted Answer

Pulse surveys at regular intervals targeting all impacted employees

Answer

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?

Accepted Answer

Groups or roles with the highest levels of change resistance

Answer

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?

Accepted Answer

How well employees perform in the new way of working compared to the desired standard

Answer

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?

Accepted Answer

Daily login rate to the new CRM system in the first two weeks

Answer

Daily login rates in early weeks indicate early behavioral adoption and predict whether downstream outcomes like revenue improvement are likely.

(CCA) Certified Change Agent Practice Test