I shift in my seat whenever someone says 'that can't be measured' when talking about change management. I come from the school of 'everything is measurable' and I have yet to work on a project or program that I haven't put measures around so we could learn about what worked and what could have been done better.

Why are measures important?

Every time you bring a change into an organisation it is an opportunity to learn and improve. Organisations cannot afford to be stagnant in how they approach change, and the more organisations adopt a growth mindset the more competitive they will become.

Here are some key ways to measure change:

Enquiries and support needed for impacted 'end users' or clients to be able to adopt the change. For example calls to a Help Desk or Call Centre function. This helps you assess how effective training was, how effective the end solution was and how well the communication or campaign was received.

Typically these areas have a code they can apply to your pro...