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
Which framework explicitly connects individual change outcomes to organizational performance results?
Answer: Prosci's ADKAR Model
ADKAR links individual milestones (awareness through reinforcement) directly to the collective organizational outcomes the change seeks to achieve.
A change initiative is declared 'complete' by the project team, but middle managers report that employees are still asking basic process questions. What does this signal?
Answer: Knowledge transfer was insufficient and sustainment support is still needed
Ongoing basic questions after project closure indicate knowledge gaps remain, requiring continued support mechanisms to sustain the change.
What is the primary risk of relying solely on project milestones (e.g., go-live date) to declare change success?
Answer: It confuses project completion with actual behavioral adoption and sustained performance
Project milestones measure delivery, not adoption; true change success requires evidence of sustained behavior change and business results.
An organization uses 'benefit owners' as part of its sustainment strategy. What is the core responsibility of a benefit owner?
Answer: Ensuring that specific promised benefits are tracked and realized post-implementation
Benefit owners are accountable for monitoring and reporting on whether specific change benefits are being realized after the initiative closes.
Which type of review is specifically designed to assess whether change benefits are being realized at a fixed interval after implementation?
Answer: Post-implementation benefit review
A post-implementation benefit review systematically compares actual performance against the promised benefits at a predetermined point after go-live.
In sustaining change, which action by direct managers has the greatest impact on preventing regression?
Answer: Consistently reinforcing new behaviors through feedback, recognition, and accountability
Managers who regularly reinforce and recognize new behaviors create the day-to-day conditions that make change stick at the individual level.
A change team wants to verify 'utilization' of a new process. Which measurement approach is most direct?
Answer: Observation of actual process usage or system transaction logs
Direct observation or system transaction data shows whether the new process is actually being used, rather than just whether people know about it.