Staying the course: How do you measure the progress of your transformation project?

by Abhik Sengupta

by Jessica Flynn

Two thirds of all enterprises globally are in the midst of transforming fundamental aspects of their businesses. With focus spanning everything from customer strategy to people, process and technology elements, the goal on everyone’s mind is to evolve fast enough to keep up with today’s digitally-empowered customer. However, while the initial traction of a transformation project is energising for an organisation, momentum eventually wavers when leaders get distracted by other projects. What’s more, this usually happens well before the new changes are fully embedded. So what does it take to maintain momentum and transform your organisation quickly?
 

To build transparency, enable course correction, and make results tangible and visible, you need to design a best practice dashboard to measure your progress… and use it. Business leaders need an immediate, clear, and actionable line of sight on the progress of the transformation as a whole if they are to keep momentum up and push the organisation further. Your dashboard should be designed to represent a holistic view of the transformation project, measuring against a baseline, and getting to the root of the impact – which should be enabled by clear owners, and automatic processes that are embedded into the team’s KPIs.

The power of a dashboard

It’s important to acknowledge that transformation is a journey – how can you take your people on it with you? Building transparency across the organisation will successfully set up a positive change culture. Remember that apprehension within the team is a given in any transformation project, so in order to inspire and inform your frontline, openly measuring progress is vital.

“Acknowledge that transformation is a journey – how can you take your people on it with you?”


A dashboard will:
 

  • Anchor the narrative in the positive CX and EX improvements for the organisation – this will better engage people in the change process
  • Make the results tangible – a dashboard demonstrates the value of incremental wins as they unfold
  • Enable course correction – it will highlight where and why things are falling off track

What should you measure?

To ensure you get the full benefits out of your dashboard, it’s important to track the correct elements. All metrics need to reflect the holistic impact of the transformation, reiterate key project initiatives, and anticipate the relationships between change initiatives.

 A guide to dashboard design:
 
  • Consider the holistic impact – both financial and non-financial metrics
  • Set the baseline with a business case and measure metrics against it – align metrics to identified strategic, financial, customer and employee benefits
  • Design lead and lag indicators to get to the root of the impact - understand why to continue and learn to improve upon it

How do you ensure your dashboard is utilised across the organisation?

Embed your dashboard into BAU by having clear owners, automated processes, and incentives for successful use. The reality is, failure to embed the importance and the clarity of transformational goals in the ‘everyday’ leads to these taking a back seat when things get tough or when other business priorities compete.

Have you equipped your team? Dashboard Implementation Checklist:

1. Have clear ownership across the entire dashboard and each of its parts
 
  • Work bottom-up to embed the message and engage all employees
  • Identify early adopters to assist in grounding the change in the employee and customer everyday experience. Mobilise these people as ‘change champions’ given they are advocates and can personally recognise the benefits of the shifts

2. Automate the dashboard

People are more likely to use the dashboard if the hard part is already done!
 
  • Establish a single source of truth to support relevant customer interactions
  • Capture and integrate data to enrich the view of the customer to see long term benefits
  • Equip the frontline to facilitate the customer journey

3. Embed dashboard metrics into performance management
 
  • Align KPIs & incentives to dashboard metrics to send a signal that successful change is everyone’s responsibility, not just something to “squeeze in” around usual business priorities

When understood and used successfully, a dashboard is a fast track to creating positive change momentum, making course-correction, and having a clear line of sight as to how your transformation is progressing. While it may take some time to set up and implement your dashboard, the benefits far outweigh the investment.

Do you have clear sight on where your transformation is going? For more on this topic, download our Transforming Mindsets & Capabilities Whitepaper now.