Change Management Metrics

Change Management Activate This Model (Enter Yes or No)? Yes        
                     
Operational Metrics     Possible Metric Sources        
  Total Changes In Pipeline 1   Change Management System        
  Total Changes Implemented 1   Change Management System        
  Number Of Failed Changes 1   Change Management System        
  Number of Emergency Changes 1   Change Management System        
  Number of Unauthorized Changes Detected 1   Observations/Audits/Incident Events      
  Number of Changes Rescheduled 1   Change Management System        
  Average Process Time Per Change (Days) 1.0   Change Management System        
  Number of Changes Resulting In Incidents 1   Incident Management System        
  Change Management Tooling Support Level 1.0   CMMI Tool Ratings or Tool Surveys      
  Change Management Process Maturity 1.0   Process Assessment Results        
  Total Available Labor Hours To Coordinate (Not Implement) Changes 1   Staffing Reports            
  Total Labor Hours Spent Coordinating Changes 1   Labor Reports          
                     
Tolerance Levels Target Level Warning Level          
  Change Efficiency Rate 90.0%   80.0%            
  Change Success Rate 90.0%   80.0%            
  Emergency Change Rate 1.0%   2.0%            
  Change Reschedule Rate 1.0%   2.0%            
  Average Process Time Per Change (Days) 1.0   2.0            
  Unauthorized Change Rate 1.0%   2.0%            
  Change Incident Rate 1.0%   2.0%            
  Change Labor Workforce Utilization 80.0%   90.0%            
  Change Management Tooling Support Level 2.0   1.0            
  Change Management Process Maturity 2.0   1.0            
                     
Key Performance Indicators (KPIs)     Question To Be Answered      
  Change Efficiency Rate 100.0%   How efficient are we at handling changes?      
  Change Success Rate 0.0%   How effective are we at handling changes?      
  Emergency Change Rate 100.0%   What percentage of changes were emergencies?    
  Change Reschedule Rate 100.0%   How well do we implement changes on schedule?    
  Average Process Time Per Change (Days) 1.0   How long does the average change take?      
  Unauthorized Change Rate 100.0%   What percentage of changes bypassed the Change process?  
  Change Incident Rate 100.0%   What percentage of changes caused incidents?    
  Change Labor Workforce Utilization 100.0%   How much available labor capacity was spent handling changes?  
  Change Management Tooling Support Level 1.0   How well does our current tool set support Change Management activities?
  Change Management Process Maturity 1.0   How good is our Change Management practices?    
                     
Critical Success Factors Target Level              
  Protect Services When Making Changes Low   1 0 1 1 3    
  Make Changes Quickly And Accurately In Line With Business Needs Low   1 1 1 0 3    
  Make Changes Efficiently And Effectively Low   1 1 1 0 3    
  Utilize A Repeatable Process For Handling Changes Low   1 1 1 0 3    
                     
                     
    Change Management Impact Analysis      
                     
                Add Results To Dashboard?
                     
      Customer   Capability   Operational   Financial  
      Low   Low   Low   Low  
                     
      6.0   12.0   9.0   6.0  
      2   4   3   2  
                     
        High
 
Legal Exposure
        High   Service Outages
        High   Rework
        High   Waste
        High   Delayed Solutions
        High   Slow Operational Processes
        High   Security Breaches
        High   Inaccurate Information
        High   Slow Turnaround Times
        High   Unexpected Costs
        High   Higher or escalating costs
        High   Low Employee Morale
        High   Slow Response To Business Needs And Changes
        High   Unwanted PR Exposure
        High   Dissatisfied Customers
        None   Dissatisfied Suppliers
        High   Inability to scale
        High   Fines and Penalties
        High   High Levels Of Non-Value Labor
        High   Loss of Market Share
        High   Loss of Revenue/Sales
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