Change Management WalkMe TeamUpdated October 4, 2022

50+ Change Management Questions To Ask During A Change Project

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50+ Change Management Questions To Ask During A Change Project

The current situation for change management creates the need to combat the challenges of digital disruption to ensure your company can compete. Change projects are massive, detailed, and lengthy, taking months to plan and years to carry out.

These needs mean that the change manager must write down and discuss change management questions and answers to guide the change project process, making it streamlined and structured, leading to robust ROI.

We have gathered the best fifty questions and answers into themed groups to ensure you ask the right change management questions to get the most out of your change project process. We will begin with a definition of change management.

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What Is Change Management?

Change can be a mixed bag for business, providing agility and profits for companies while creating significant challenges for staff. Change is, therefore, essential yet disliked and still contains a high risk of failure, with Gartner reporting that over half of change plans fail.

Today’s external marketplace exists within the information age, creating a gap between necessity and hesitation. Understanding the principles of change management helps managers present change to staff effectively, allowing employees to view transformation as helpful and easy to include within their new routine.

Change management in this age has many purposes in different roles. Project managers define change management as the process of getting approvals for changes in a project to facilitate organizational change. IT departments consider corporate change management as the process of approving and installing a new application.

While at the organization level, change management ensures that change leaders train and support managers to equip each employee with the tools they need to adopt the changes.

Change management is unique to every organization, so there is no one-size-fits-all approach. But using the following change management project questions, you will ensure a successful change project and become one of the 34% of organizations that achieve positive, meaningful change.

What Are The Four Stages Of A Change Project?

The key to success within a change project is to divide it into four stages, giving a systematic, structured approach. The first of these is preparation:-

1. Preparation

This stage is the first within the organizational change program. Change advocates perform assessments and lay the foundational material used during the planning stage.

2. Planning

During this stage, project managers design the action plan, or the roadmap, that staff follow during the project’s execution.

3. Execution

As a change plan moves forward, it is essential to assess its progress continually. A change management questionnaire is helpful here to collect feedback from employees on how they feel about the changes within their work environment. We’ll cover critical questions that can improve insights and help managers stay in tune with the project’s performance.

4. Post-project

After the organization has completed a change project, the right questions and analyses can help project leaders learn what worked, what didn’t, and what they must do differently next time. It is also essential to ensure mechanisms are in place to reinforce change over time.

Now we will look at the four stages in more detail and which questions to include in a change management checklist or template.

Questions To Ask For Each Stage Of A Change Project

It is best to separate questions and answers into specific stages of a change project to take a systematic and structured approach to successful change and allow adjustments at every step. The first change management questions and answers relate to the preparation stage.

1. Preparation

Laying the foundation is crucial to developing an appropriate solution that employees will accept and actively support. Here are a few essential questions to focus on during this stage.

Questions about risks and the business impact

  • What are the financial implications?
  • How will the change affect the customers?
  • How will the change impact business processes?
  • What are the risks of not changing?
  • Can we make a solid business case for the change?

Questions that assess capabilities

  • What new skills do employees need after the change is complete?
  • What is their skill level now?
  • What resources and activities do we need to get from here to there?
  • What IT systems do we have in place?
  • What business processes do we have in place?
  • What systems and processes will we need to have after completing the project?

Questions that assess employee attitudes, behaviors, and culture

  • How accepting will employees be of the proposed change?
  • How will the change benefit or detract from the workplace?
  • How well does the current culture align with the proposed post-project workplace culture?

Asking and answering these questions can take the form of employee surveys and questionnaires such as cultural assessments and technology acceptance questionnaires.

2. Planning 

Once you have collected the preparation materials, you must turn that information into an action plan. 

Planning involves questions about culture, attitudes, and behaviors, such as:

  • Do we need to change the organizational culture to be successful?
  • What new perspectives, behaviors, and values do we need to embed to make the project successful?
  • How can we establish a sense of urgency among employees?
  • How likely are employees to resist change – and why?
  • What is the best strategy for mitigating resistance to change?
  • How can we translate our vision of the organization’s “end state” into a compelling story for the change?

Questions about capabilities, processes, and systems

  • What is the best way to train employees to give them the skills they need to drive change?
  • Which barriers do change leaders need to remove to enable success?
  • Which new tools do staff need to utilize?
  • What is the best way to implement those tools efficiently?
  • Which new processes and systems must the company put into place?
  • What is the best rollout strategy for removing old techniques and introducing new ones?

Questions about planning and project implementation

  • Do we have change leaders and executive sponsors in place?
  • Have we clearly defined an overarching project strategy?
  • Have we established a clear project roadmap?
  • Do we have well-defined goals in place?
  • Have those goals been translated into measurable objectives?
  • Do we have change management KPIs and metrics?
  • Have we created and assigned change teams to operate at each project level?
  • Do we have a strategy for recruiting volunteers?

Once the change project staff answers these questions, it is time to prepare a set of questions to ask about the plan’s execution.

3. Execution

Monitoring the project’s health, managing problems, and ensuring that staff successfully implements changes are essential.

Questions about evaluating and managing project performance

  • Have we established KPIs and built mechanisms for tracking those metrics?
  • Are we collecting data in real-time using direct reports?
  • How often will staff review metrics?
  • How often will team leaders meet to evaluate the project’s performance?
  • Do we have accountability systems in place?
  • Do we have a strategy for change management performance improvement?
  • How often will we celebrate and communicate short-term wins?
  • Do we have a plan for continually evaluating employee feedback?
  • Do we have agile processes in place for overcoming barriers to organizational change?
  • How will we know when the project is complete?

After the project completes, it is time to focus on sustaining change for the long term.

4. Post-Project

Key activities after project completion revolve around reviewing the change and reinforcing it.

Questions about reviewing change

  • Have we collected and compiled the necessary data and feedback about the project’s performance?
  • What can we learn from that information?
  • How should these lessons be applied to future organizational change projects?

Questions about instituting Long-term change

  • Is ongoing employee training necessary?
  • Do we have a continual training plan in place?
  • Do we have mechanisms for measuring change adoption?
  • Have we established continuous tools, such as performance reviews, to reinforce desired behaviors?
  • How effective are these reinforcement mechanisms?

The above questions are crucial since not all changes stick, and reinforcement is often necessary to ensure that employees don’t revert to old behaviors.

Organizational Change Management Questions

Assessing organizational change to ensure a successful transition is essential.

What does organizational change involve?’

If an organization moves from brick-and-mortar to online, it must invest in new systems and reskill its staff to use them. Such organizational changes involve:

  • Employees (changing their routines, tasks, and behavior)
  • HR (reskilling, creating new job descriptions, new hires, assigning roles, responsibilities, reporting structure)
  • Executives and senior leaders (ensuring alignment between the change project and overall business strategy)
  • Change management team (coordinating change activities)
  • The projects team (implementing the change project)
  • Managers and supervisors (coordinating employees)
  • External vendors

Change directors typically work side-by-side with the project managers at the senior level. The change director leads the change management focus, while the project manager leads the project focus.

Under the change director, there are business change managers, training managers, and communication managers. These leaders work alongside solution architects and business analysts while having the change champion network and sponsorship team’s support.

While HR could assign some change management roles to employees, they risk conflicting responsibilities. And when employees have to choose between their usual tasks and change activities, they prioritize their routine tasks.

That’s why some organizations hire consultants to guide change management activities. But in such cases, the organization must ensure that the change activities are in sync with the project activities – avoiding the silo effect.

A company could follow any change management process that makes sense. Still, the process is more straightforward when using an organizational change model like McKinsey’s 7-S framework.

This framework identifies the core elements an organization must focus on during change. Kotter’s model outlines eight steps organizations can follow, from preparation to maintaining the changes. These models are a product of researchers who observed successful transformations to guide future business transformations.

Finally, change management involves the infrastructure and tools needed to implement the change, digital adoption solutions, and the efforts to help the entire organization embrace change.

Why is managing organizational change meaningful?

Change management goes beyond training. It aims to get the people committed to the change so that the organization can achieve the change project’s business value.

McKinsey & Company researchers report that change initiatives often don’t deliver the desired results because employees resist change while management doesn’t support them enough.

So managing change is inevitable to minimize the change’s negative impact on the people and the business. It increases the chances of a transformation’s success and its ROI.

According to a survey of 40 change programs, you don’t need to perfect a change management strategy because even the worst programs captured 35% of the expected value.

Successful change management also increases employee engagement and productivity once the change goes live.

What are the barriers to organizational change?

Change is a complex experience for the individuals working within a company. Many studies suggest that experiencing massive change at work is similar to experiencing grieving due to losing the old and feeling forced to experience new challenges in unfamiliar ways. The complexity of the change experience for staff is why change managers must support team members.

Employee resistance is one of the main challenges of organizational change managers must expect to encounter. As soon as there are rumors of change, some employees worry about their job security, while others feel less valuable as their role changes.

Middle managers fear their current skill set may not be appropriate for future responsibilities. The change manager conducts change readiness tests to identify potential resistance areas and plan mitigation steps to enforce the future company culture.

Other barriers to organizational change are:

Job Security Concerns

When a company introduces new forms of technology, such as AI or machine learning, employees often feel that their job role becomes vulnerable as machines will replace them.

Change managers need to equip staff with the knowledge that technology is there to improve the business at the organizational and individual levels and make staff aware of new technologies’ benefits, reducing anxieties and increasing engagement.

Technology and Budget Constraints

Organizational change requires enormous investment, and a lack of investment to implement a change project is frustrating for staff and a waste of resources. Change managers must utilize ERP (Enterprise Resource Planning) tools to assess the financial situation to ensure the resources are available to carry out a change project before planning begins.

Poor Leadership

The stresses on change managers are enormous, as change projects create a massive strain on staff, and managers take on the emotional weight of these strains as they support the team with them. Change managers must be adequately briefed and trained on the knowledge and benefits of change to become advocates and champions of change, encouraging team members to do the same.

Organizational Inertia

The culture is the most challenging aspect of an organization to change. Change is impossible when a company has a culture that is not open to change. This point is why change is a temporary project and an ongoing philosophy.

When each individual within an organization has a positive approach to change in general due to their positive organizational culture of change, the company becomes agile. It can adapt and shift with changing market needs.

How do you implement organizational change?

How do you implement organizational change_

Implementing organizational change could take any form. But the goal is always to plan, execute and manage the transition. Based on the results of an organizational readiness assessment, can determine the best direction to implement. Below are the main processes that organizations use to manage change.

Most companies use change management frameworks. They help organizations implement changes by breaking down the steps and providing guidelines.

Besides McKinsey’s 7-S and Kotter’s 8-step models, other change management frameworks are:

  • Prosci’s ADKAR model
  • Lewin’s 3-step model
  • Kübler-Ross’s 5-stage model
  • Satir’s 5-stage Model
  • William Bridges’ Transition Model

Besides frameworks, change managers monitor change management metrics such as user engagement, time to adoption, employee engagement, and project KPIs to ensure that the change initiative achieves its objectives.

Most importantly, companies need a communication plan before, during, and after the change goes live. Clear and effective communication earns stakeholder buy-in before the shift starts and keeps everyone informed and in sync during the implementation. Even after implementing the change, organizations collect feedback and maintain two-way communication to sustain the change.

Finally, organizations use technology like digital adoption platforms to onboard users and provide ongoing on-demand training to employees or customers. Such platforms are indispensable when rolling out ERP systems, CRM tools, and other enterprise applications.

What are the best practices in organizational change management?

First, change leaders recognize that the people drive the change. So the change management activities help people transition to the future-state organization in a way that gives them some ownership of the change. As such, the best practices for managing change include:

Readiness assessments

Readiness assessments uncover potential resistance areas and the best ways to mitigate them. The reviews use surveys, change management questionnaires, and interviews to consider the enterprise, company culture, sponsors, employees, and other key stakeholders.

These tools allow change managers to determine what they know about the change, if they support it, their proficiency in the future-state organization, and the organization’s capability to change.

A solid communication strategy

A strong communication strategy answers the all-important question of the stakeholders impacted by the change system “what’s in it for me?” The method includes each stakeholder’s talking points, preferred communication channels, and when they’ll receive the messages. It dispels rumors, informs, and educates the people so everyone is on the same page. It also ensures leadership alignment.

Reinforcement systems

Reinforcement systems involve the company sustaining the change. Examples include bonuses, awards, career development opportunities, and recognition for good performance and successful adoption. It’s also important to celebrate small wins to motivate your team. That’s why change leaders break down a change initiative into small milestones.

Metrics and KPIs

Metrics and KPIs track the change management project progress and improve as needed. The KPIs measure communication and training effectiveness, change activities, and other change management aspects against the change project baseline (scope, schedule, and cost).

Organizations track changes using a change management questionnaire, system usage reports, employee satisfaction surveys, overall project KPI measurements, and cost/risk/benefits analyses.

Typical metrics include time taken to adopt the change, number of people who successfully adopt the change, frustration or comfort level with the new system, and employee success rate post-change. Change managers should document what works and what doesn’t for future reference.

When should an organizational change take place?

With constant, exponential technological growth, organizations must keep evolving to stay competitive as customers expect improved products and services. Therefore, it is always the right time to change. 

As long as the change sponsor can build a business case for the change, it’s almost always needed. Organizations must practice a culture of agile thinking in change management to remain sustainable and competitive.

What does a change manager do?

A change manager’s primary focus is the change’s impact on the organization and staff. They’re responsible for minimizing the change’s adverse effects and maximizing the benefits, which often involves the emotional impact of change on individuals.

A change manager’s typical responsibilities include:

  • Managers develop the change management plan for the change initiatives.
  • Managers also evaluate the change’s impact.
  • Another managerial responsibility is identifying the initiative’s risks and developing mitigation tactics.
  • Identifying resistance and managing it is a task at which change managers excel.
  • Managers coordinate the change management work streams.
  • One of the main tasks of a manager is to coach and train employees.
  • Using change management interview questions, managers can influence recruitment techniques to test a candidate’s attitude to change.
  • Managers also develop success metrics to track performance.
  • Finally, managers report and update top management and project teams.

We have established the responsibilities of a change manager; we will look at the key to a successful change management project. 

The Key To A Change Management Project

Change management interview questions and answers form the basis for streamlining the entire process. The knowledge gained from the answers determines how companies approach their change process – creating the change plan, communicating, training, and reskilling.

The answers may reveal that the organization is not ready for the change, which means the change leader needs to rethink the approach. Change is inevitable in businesses because companies have to radically redefine processes, systems, and staff to compete in the external marketplace. And taking the time to manage change using questions within a change project ensures that the team achieves agility and resilience for the future.

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