Ensuring Change Program Success - The 2015 Maturity Report

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How do you ensure change program success? The answer: start with customer experience and business architecture.
This report explores the drivers of project success and failure; highlighting the key traits that will help you set up your change program for success. Our research is based on three surveys conducted with the PEX Network, exploring the maturity of organizational change programs.
We’ve analyzed some 670 change programs over the last 4 years, with detailed responses from 150 organiszations in 2015. We found that change programs within more mature firms almost always succeed. Indeed, the chance of outright failure drops to just 3%, with 84% of more mature firms reporting that their change program either met or exceeded their goals, however formed. Even in low maturity firms, outright failure rates peak at just 40% although a further 32% said their program failed to meet up front stated goals, but was considered a success because of unexpected benefits.
The key pillars for program success are a) ensure greater clarity and realism in the definition of goals and expected benefits, b) control how change is mandated across the organization, and c) engaging employees into working outside-in to solve problems. We found a strong correlation between program success and the combination of business architecture and better customer experience design practices.