The ADKAR Model: Change Management that

Drives Exceptional Project Results

Susie Patterson, Director of Research and Development

 Change management correlates directly
with project success
100%
Met or exceeded objectives
On schedule 94%
On budget
76%
70%
81%
71% 6x
62% Increase in likelihood
52% of meeting objectives
48%
42% with excellent change
15% 32% management
14%
0%
Poor Fair Good Excellent
Change Management Effectiveness

© Prosci. All Rights Reserved. 2

 What percent of your project objectives
depend on people changing how they work?

© Prosci. All Rights Reserved. 3

 Change
Management
Activities
Individual
Change
Outcomes
Overall
Project
Goals
© Prosci. All Rights Reserved. 4
 The achievements
of an organization
are the results of the
combined effort of
each individual.
Vince Lombardi

© Prosci. All Rights Reserved. 5

Organizations are Made Up of Individuals

Current Transition Future

C C C C C T T T T T F F F F F

C C C C C T T T T T F F F F F

C C C C C T T T T T F F F F F

C C C C C T T T T T F F F F F

C C C C C T T T T T F F F F F

© Prosci. All Rights Reserved. 6

 If we do not support and equip
individual transitions
then our future state looks nothing like the
future state we expected
F F F F F F F F F

F F F F F F F F

F F Instead of F F F F F

F F F F F F

F F F F F F F

© Prosci. All Rights Reserved. 7

 Change is not a switch

© Prosci. All Rights Reserved. 8

Building Your ADKAR Map
Identify who has to do their jobs
differently and define how

Apply a model of how individuals

change successfully

Your
Plot individual ADKAR Map
change journeys for success
© Prosci. All Rights Reserved. 9
 Prosci ADKAR Map: Timeline
® ®
[email protected]
+1-970-203-9332
ADKAR Your Change Effort to Capture People-Dependent ROI www.prosci.com

Project/Initiative:

Project Phases:
Initiate Plan Design/Develop Deploy Sustain
ADKAR Milestone
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Ocg Nov Dec Jan Feb March April May June July Aug Sept

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets Timescale (weeks, months, quarters):

Groups: A D K A R J F M A M J J A S O N D
Example Group 1 3/18 4/19 5/26 7/12 10/15 A D K A R

Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 10

Building Your ADKAR Map
Identify who has to do their jobs
differently and define how

Apply a model of how individuals

change successfully

Your
Plot individual ADKAR Map
change journeys for success
© Prosci. All Rights Reserved. 11
 Location Processes

Compensation Systems

Performance
Tools
Reviews
Aspects of a
Person’s Job You
Reporting Structure
Can Impact Job Roles

Mindset/Attitudes/Beliefs Critical Behaviors

Equipping and supporting these individual changes

is how results are realized

© Prosci. All Rights Reserved. 12

 “I understand why” “I have decided to”
ADKAR-ing Change Effort to Capture People-Dep
Group name:

Project/Initiative: your project name

Individual change definition:

Awareness Desire
“I understand why” “IScore:
have decided to” Sco
Group name:
Group name: Awareness Desire Kn
one of your groups
“I understand why” “I have decided to” “I k
Impact: Group name:
Individual change definition:
change definition
Individual change definition:
GroupsScore:
experiencing Sco
Target Target
Score: Score:
Group name:
date: similar impacts
date:

Group name: Score: Score:

Group name:
Individual change definition:
another group
Impact:
Individual change definition:
change definition Score: Sco

Group name: Target Target

Score: Score: Score: Score:
date: date:

Group name: Group name:

Individual change definition:

Individual change definition:

Impact:
Score: Sco
© Prosci. All Rights Reserved. 13
Building Your ADKAR Map
Identify who has to do their jobs
differently and define how

Apply a model of how individuals

change successfully

Your
Plot individual ADKAR Map
change journeys for success
© Prosci. All Rights Reserved. 14
 Awareness The Five Building Blocks for
Successful Change

Desire

Knowledge

Ability

Reinforcement®

© Prosci. All Rights Reserved. 15

 Awareness Change begins with understanding why
Communication

Desire Sponsorship

Coaching
Knowledge
Training
Ability Resistance management
What is the nature of the change?
Reinforcement® Why is the change needed?
What is the risk of not changing?
© Prosci. All Rights Reserved. 16
Your ADKAR Map
Awareness
“I understand why”

notes

Score:1-5

Why?

Why now?
What if we don’t?
© Prosci. All Rights Reserved. 17
 Awareness Change involves personal decisions
Communication

Desire Sponsorship

Coaching
Knowledge
Training
Ability Resistance management
What’s in it for me (WIIFM)?
Reinforcement® A personal choice
A decision to engage and participate
© Prosci. All Rights Reserved. 18
Your ADKAR Map
Desire
“I have decided to”

notes

Score:1-5

Personal and
Organizational
Motivators

© Prosci. All Rights Reserved. 19

 Awareness Communication
Change requires knowing how

Sponsorship
Desire
Coaching
Knowledge
Training

Ability Resistance management

Understanding how to change

Reinforcement® Training on new processes and tools
Learning new skills
© Prosci. All Rights Reserved. 20
Your ADKAR Map
Knowledge
“I know how to”

notes

Score:1-5

Following A&D

During and After

© Prosci. All Rights Reserved. 21

 Awareness Communication
Change requires action in the right direction

Sponsorship
Desire
Coaching
Knowledge
Training

Ability Resistance management

Demonstrated ability to implement change

Reinforcement ®
Change in the performance or behavior
© Prosci. All Rights Reserved. 22
Your ADKAR Map
Ability
“I am able to”

notes

Score:1-5

K-A Gap

Barriers
Capacity
© Prosci. All Rights Reserved. 23
 Awareness Communication
Change must be reinforced to be sustained

Sponsorship
Desire
Coaching
Knowledge
Training

Ability Resistance management

Actions that ensure a change will continue

Reinforcement ®
Recognition and rewards to sustain change
© Prosci. All Rights Reserved. 24
Your ADKAR Map
Reinforcement
“I will continue to”

notes

Score:1-5

Mechanisms
Measurement
Sustainment

© Prosci. All Rights Reserved. 25

Individual Change Management Outcomes
When you create: You hear:

A Awareness “I understand why…”

D Desire “I have decided to…”

K Knowledge “I know how to…”

A Ability “I am able to…”

R Reinforcement “I will continue to…”

© Prosci. All Rights Reserved. 26

 Awareness The Five Building Blocks for
Successful Change

Desire

Knowledge

Ability

Reinforcement®

© Prosci. All Rights Reserved. 27

 [email protected]
Prosci ADKAR Map: Analysis
® ®
+1-970-203-9332
www.prosci.com
ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com

Project/Initiative:

Awareness Desire Knowledge Ability Reinforcement Profile graph

“I understand why” “I have decided to” “I know how to” “I am able to” “I will continue to” Barrier point
Group name:

Individual change definition:

A D K A R
A D K A R

4
Score: Score: 2 Score: 4 Score:
3 Score: 1 Barrier point:

Group name:

Individual change definition:

A D K A R

Score: Score: Score: Score: Score: Barrier point:

Group name:

Individual change definition:

barrier point Score: Score: Score: Score: Score:

A

Barrier point:
D K A R

first <=3
Group name:

Individual change definition:

A D K A R

Score: Score: Score: Score: Score: Barrier point:

Group name:

A D K A R
Individual change definition:

A D K A R

Score: Score: Score: Score: Score: Barrier point:

Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 28

 ROI predictions assume
high levels of ability and proficiency
at or soon after go-live

© Prosci. All Rights Reserved. 2929

Aligning CM to Project Lifecycle

General Kick off Major events “Go Live”

Project
Lifecycle Initiate Plan Design Develop Deploy

Individual Prosci
®

Change Journey ADKAR ®

A D K A R
Milestones Model

Phase 1: Phase 2: Phase 3:

Organizational Prosci
®
Preparing Managing Reinforcing
Change Mgmt 3-Phase for Change Change Change
Activities Process Strategy Plans Measures

© Prosci. All Rights Reserved. 30

Aligning CM to Project Lifecycle

General Kick off Major events “Go Live”

Project
Lifecycle Initiate Plan Design Develop Deploy

Individual Prosci
®

Change Journey ADKAR ®

ADKA R
Milestones Model

Phase 2:
Organizational Prosci
®

Change Mgmt 3-Phase

Activities Process Plans

© Prosci. All Rights Reserved. 31

Building Your ADKAR Map
Identify who has to do their jobs
differently and define how

Apply a model of how individuals

change successfully

Your
Plot individual ADKAR Map
change journeys for success
© Prosci. All Rights Reserved. 32
 We are going to define our
success milestones by
the achievement of the outcomes
defined by ADKAR
Prosci ADKAR Map: Timeline
® ®
[email protected]
+1-970-203-9332
ADKAR Your Change Effort to Capture People-Dependent ROI www.prosci.com

Project/Initiative:

Project Phases:
Initiate Plan Design/Develop Deploy Sustain
ADKAR Milestone
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Ocg Nov Dec Jan Feb March April May June July Aug Sept

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A D K A R

Example Group 3/18 4/19 5/26 7/12 10/15 A

A D K R

© Prosci. All Rights Reserved. 33

 Prosci ADKAR Map: Timeline
® ®
[email protected]
+1-970-203-9332
ADKAR Your Change Effort to Capture People-Dependent ROI www.prosci.com

Project/Initiative:

Project Phases:
ADKAR Milestone
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R

Building Your ADKAR Map

1. Define 1. Define your timescale

2. Sketch 2. Sketch your high-level project phases
3. Label 3. Label groups from ADKAR Map: Analysis
4. Specify 4. Specify Milestone Date Targets
Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain

5. Plot your ADKAR Milestones on the timeline

Date Targets Timescale (weeks, months, quarters):

5. Plot
Groups:
Example Group 1
A
3/18 4/19
D
5/26
K A
7/12
R
10/15
J F M
A
A
D
M
K
J J
A
A S O
R
N D

Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 34

 [email protected]
Prosci ADKAR Map: Timeline
® ®
+1-970-203-9332
www.prosci.com
ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com

Project/Initiative:

Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Ocg Nov Dec Janc Feb March April May June July Aug Sept

Prosci ADKAR Map: Timeline

® ®

DKAR Your Change Effort to Capture People-Dependent ROI

Major events Individual:
Translating your ADKAR Map Analysis into an ADKAR Map Timeline General Kick off “Go Live”
Project Awareness Desire Knowledge Ability Reinforcement
1. Define and label your timescale (weeks, months, quarters).
Project/Initiative:
Lifecycle Initiate Plan Design Develop Deploy
2. Sketch your high-level project phases Organizational:
(e.g. Initiate, Plan, Design/Develop, Deploy, Sustain).
1. Define
3. Label the five groups you used for your ADKAR Map: Analysis. Project
Initiate
Individual Prosci
Change Journey ADKAR
Phases: Milestones Model
®

Plan
A D K A R
Communication plan

Design/Develop
Sponsor roadmap

4. ADKAR Milestone
Specify Milestone Date Targets for each ADKAR element for each group.
Phase 1: Phase 2: Phase 3:
Coaching plan

5. Sketch your ADKAR Milestones on the timeline.

Date Targets Organizational Prosci ®
Preparing Managing Reinforcing Training plan

2. Sketch
6. Timescale
Next steps: create the action plans that will support “Ability at Go Live”
and attainment of each of the ADKAR Milestones you have defined.
Change Mgmt 3-Phase
(weeks,Activities
months, Process
quarters):
for Change

Strategy
Change

Plans
Change

Measures
Resistance Mgmt

A D K A R Ocg Nov Dec Janc Feb March April Ma

3. Label Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
4. Specify
Groups: A D K A R
Timescale (weeks, months, quarters):

J F M A M J J A S O N D
Example Group 1 3/18 4/19 5/26 7/12 10/15 A D K A R

5. Plot Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 35

 [email protected]
Prosci ADKAR Map: Timeline
® ®
+1-970-203-9332
www.prosci.com
ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com

Project/Initiative:

Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Ocg Nov Dec Janc Feb March April May June July Aug Sept

Example Group

Major events Individual:

Translating your ADKAR Map Analysis into an ADKAR Map Timeline General Kick off “Go Live”
Project Awareness Desire Knowledge Ability Reinforcement
1. Define and label your timescale (weeks, months, quarters). Lifecycle Initiate Plan Design Develop Deploy
2. Sketch your high-level project phases Organizational:
(e.g. Initiate, Plan, Design/Develop, Deploy, Sustain).
1. Define
3. Label the five groups you used for your ADKAR Map: Analysis.
Individual

Milestones
Prosci
Change Journey ADKAR
Model
®

®
A D K A R
Communication plan

Sponsor roadmap

4. Specify Milestone Date Targets for each ADKAR element for each group. Coaching plan
Phase 1: Phase 2: Phase 3:
5. Sketch your ADKAR Milestones on the timeline. Organizational Prosci ®
Preparing Managing Reinforcing Training plan

2. Sketch
6. Next steps: create the action plans that will support “Ability at Go Live”
and attainment of each of the ADKAR Milestones you have defined.
Change Mgmt
Activities
3-Phase
Process
for Change

Strategy
Change

Plans
Change

Measures
Resistance Mgmt

3. Label Project Phases:

ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
4. Specify
Groups: A D K A R
Timescale (weeks, months, quarters):

J F M A M J J A S O N D
Example Group 1 3/18 4/19 5/26 7/12 10/15 A D K A R

5. Plot Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 36

 [email protected]
Prosci ADKAR Map: Timeline
® ®
+1-970-203-9332
www.prosci.com
ADKAR Your Change Effort to Capture People-Dependent ROI blog.prosci.com

Project/Initiative:

Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Ocg Nov Dec Janc Feb March April May June July Aug Sept

Example Group 1/5 2/5 3/20 5/1 8/1 A D K A R

changemanageme
R Map: Timeline
®
+1-970-20
www.pros
ortTranslating
to Capture People-Dependent ROI
your ADKAR Map Analysis into an ADKAR Map Timeline Kick off Major events “Go Live” Individual:
blog.pros
General
Project Awareness Desire Knowledge Ability Reinforcement
1. Define and label your timescale (weeks, months, quarters). Lifecycle Initiate Plan Design Develop Deploy
2. Sketch your high-level project phases Organizational:
(e.g. Initiate, Plan, Design/Develop, Deploy, Sustain).
1. Define
3. Label the five
Initiate
groups
Project you used for your ADKAR Map: Analysis.
Phases:
Plan
Individual

Milestones
Prosci
Change Journey ADKAR
Model
®

Design/Develop
A D K A R
Communication plan

Sponsor roadmap
Deploy Su
4. Specify Milestone Date Targets for each ADKAR element for each group. Coaching plan
Phase 1: Phase 2: Phase 3:
5. Sketch your ADKAR Milestones on the timeline. Organizational Prosci ®
Preparing Managing Reinforcing Training plan

2. Sketch
6. Next steps:Timescale
create the (weeks, months,
action plans that quarters):
will support “Ability at Go Live”
and attainment of each of the ADKAR Milestones you have defined.
Change Mgmt
Activities
3-Phase
Process
for Change

Strategy
Change

Plans
Change

Measures
Resistance Mgmt

R Ocg Nov Dec Janc Feb March April May June July Aug

3. Label
2 10/15 A
Project Phases:
D K A R
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets
4. Specify
Groups: A D K A R
Timescale (weeks, months, quarters):

J F M A M J J A S O N D
Example Group 1 3/18 4/19 5/26 7/12 10/15 A D K A R

5. Plot Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 37

 Prosci ADKAR Map: Timeline
® ®
[email protected]
+1-970-203-9332
ADKAR Your Change Effort to Capture People-Dependent ROI www.prosci.com

Project/Initiative:

Project Phases:
Initiate Plan Design/Develop Deploy Sustain
ADKAR Milestone
Date Targets
Timescale (weeks, months, quarters):

Groups: A D K A R Oct Nov Dec Jan Feb March April May June July Aug Sept

Example Group A D K A R
1/5 2/5 3/20 5/1 8/1

Example Group A D K A R
1/5 2/5 3/20 5/1 8/1

Example Group 10/25 11/30 12/20 1/5 5/1 A D K A R

Example Group
12/21 1/21 2/15 3/2 7/1 A D K A R

Example Group 12/5 1/10 3/7 4/19 7/15 A D K A R

Project Phases:
ADKAR Milestone Initiate Plan Design/Develop Deploy Sustain
Date Targets Timescale (weeks, months, quarters):

Groups: A D K A R J F M A M J J A S O N D
Example Group 1 3/18 4/19 5/26 7/12 10/15 A D K A R

Copyright Prosci 2014. All rights reserved. © Prosci Inc. 2015. All rights reserved.

© Prosci. All Rights Reserved. 38

Aligning Project Deliverables to
Individual Milestones
Individual:
Awareness Desire Knowledge Ability Reinforcement

Organizational:
Communication plan

Sponsor roadmap

Coaching plan

Training plan

Resistance mgmt plan

© Prosci. All Rights Reserved. 39

 The right tool
for the right job

© Prosci. All Rights Reserved. 40

 For Practitioners
“What are we trying to achieve?”

Communications
plan “because we Communications that
should have a build awareness
communications of the need for change
plan”

41
© Prosci. All Rights Reserved. 41
For Leaders and Managers
“What are you trying to achieve right now?”

Build awareness of the need

for the new ERP system
Speak at this town
by sharing details of
hall meeting
our profitability forecasts

at this town hall meeting.

© Prosci. All Rights Reserved. 4242

Building Your ADKAR Map
Identify who has to do their jobs
differently and define how

Apply a model of how individuals

change successfully

Your
Plot individual ADKAR Map
change journeys for success
© Prosci. All Rights Reserved. 43
To summarize…
Change management ADKAR provides clear Plotting ADKAR
activities are intended individual change milestones by group
to drive individual outcomes and guides change
change outcomes milestones management activities

Don’t throw spaghetti Change is a process, Right tool for the

at the wall not a switch right job

© Prosci. All Rights Reserved. 44

Susie Patterson
Director of Research and Development
[email protected]