January 17, 2018


Project management advice, tips, tools and recommended resources for existing and aspiring project managers.

Change Management Process – Measuring Return on Investment (ROI) Part 2

Change management ROIMany people believe that an effective Change Management process, has become essential in delivering successful projects and getting a return on investment. This is Part 2 on a series about Change Management Processes. In this article we look at how to measure your return on investment (ROI). Part 1 was about the expected benefits from effective change management

Projects bring about change. Whether it is new technology, updated systems, or changes to processes – if there are people involved, they will most likely need to be doing something differently for the project to realise its benefits. By understanding the benefits of implementing Change Management properly, as outlined in the previous article, you can then determine whether the cost spent on Change Management yields a favourable return.

How to measure ROI

To show if something has improved or worsened, you need to measure it against a baseline. Here are a few ideas to do that.

#1 Adoption and Usage rate

In the case of a new or modified system, you can evaluate how many people are using the new system or following the new process.

#2 Customer service feedback

Organisations would be aiming for an improvement in customer service. You can measure the success of an implementation by measuring customer satisfaction. Customer service levels could be measured before the change, after implementation and after some time has passed.

#3 Assessing the productivity

Employee productivity could be assessed before, during and after the change to assess impact on productivity or service levels.

#4 Feedback from affected parties

Survey stakeholders before, during and after the implementation to provide insights into readiness for change and the likelihood of success of the change.

#5 Staff retention

Compare staff retention rates before, during and after implementation. If more key staff are leaving during implementation it may highlight an issue that needs to be addressed.

The most accurate way to measure Change Management ROI depend on each individual change situation. Therefor the ideas stated above should be considered as a starting point to measure ROI.

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  1. […] change management as well as the barriers to a successful implementation of change. Click Part 1, Part 2 to read previous articles before this […]

  2. […] This article will look at how to measure your return on investment (ROI) and whether the cost spent on Change Management yields a favourable return.  […]