Computing the Change Success Rate
There are many reasons that people may choose to bypass the process and not report changes but these changes all represent risks to the organization. By failing to account for them in the total changes metric we then do not accurately reflect the volume of changes taking place and the CSR metric can not be relied upon.
In summary, the change success rate is a deceptively easy ratio to draw on a white board during a meeting and then program in a report writer. The details underpinning the numerator and denominator require thoughtful consideration, communication to stakeholders and consistent execution.
No single metric can reflect the health of a process and the CSR metric is no exception. When correctly designed and implemented, the CSR will give us an important perspective into the health of change management, which can then be combined with other metrics to influence employee behavior and give management needed information to make decisions.
George Spafford is a principal consultant with Pepperweed Consulting and a long-time IT professional. George's professional focus is on compliance, security, management and overall process improvement.