Measuring & Sustaining Change Flashcards
7 cards from real CCA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Measuring & Sustaining Change flashcards as text
When setting baseline measurements for a change initiative, the baseline should be captured at which point?
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.
Which survey approach provides the most accurate picture of individual change adoption levels across a large workforce?
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.
A change agent uses a 'resistance heatmap.' What does this tool primarily help identify?
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.
What does 'proficiency' measure in Prosci's change effectiveness framework?
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.
Which of the following is the BEST example of a leading indicator for a change initiative introducing a new CRM system?
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.
An organization wants to sustain a culture of continuous improvement after a change initiative. Which mechanism is MOST effective long-term?
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.
Which stakeholder group is MOST critical to involve in defining success metrics for a change initiative?
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.