Effective change management requires two components--an individual change management model that describes how a single person makes a change and an organizational change management process that supports the process and tools practitioners use.

1. Integrated Individual-Organizational
Approach
July 2015 || Reproduced with permission from Prosci

2. © 2015 E Source || Reproduced with permission from Prosci || 2
In today’s environment, organizations are continuously introducing changes in response to internal
and external stimuli. Some of these changes are focused on processes, others on technologies and others on
the structure of the organization. Regardless of the type, each of these changes impacts how individual
employees do their jobs. The success of the change depends on the success of change management at
encouraging and supporting individuals to embrace, adopt and utilize a required change.
The Prosci Change Management Methodology provides change management practitioners with the processes
and tools to build customized, targeted and best practice based change management strategies and plans to
drive project results and outcomes.
This tutorial presents the Prosci Change Management Methodology and how a change management practitioner
can use the integrated individual-organizational change management approach to drive ROI and achievement of
project objectives.
IN BRIEF: Effective change management requires two
components—an individual change management model that
describes how a single person makes a change and an
organizational change management process that supports the
process and tools practitioners use.
Prosci’s (www.prosci.com) uniquely integrated system of models, tools, and processes enables
your organization to strategically execute change. The company’s sole focus is helping individuals
and organizations build their own change management capability. This article was originally
released by Prosci and the Change Management Learning Center. ADKAR and Awareness Desire
Knowledge Ability Reinforcement are registered trademarks of Prosci Inc. All rights reserved.

3. © 2015 E Source || Reproduced with permission from Prosci || 3
INDIVIDUAL CHANGE MANAGEMENT
Individual change management is an understanding of how one person makes a change successfully. Whether
at home, in the community or at work, individuals move through the change process in a predictable and
expected path. Individual change management provides a framework for enabling one person to make a
transition. The Prosci® ADKAR® Model is the individual change management component of the Prosci Change
Management Methodology. The following table shows how ADKAR describes the five building blocks of successful
individual change.
Prosci® ADKAR® Model
Building blocks of change Questions answered
Awareness Awareness of the need for change
Why is the change happening? Why is the change happening
now? What is the risk of not changing?
Desire Desire to participate and support the change
What are the personal motivators and organizational drivers
that would cause me to support the change?
Knowledge Knowledge on how to change
What knowledge, skills and behaviors are required during and
after the change is implemented?
Ability Ability to implement required skills and behaviors
How do I demonstrate the ability to do my job the new way?
What barriers may inhibit me from making the change?
Reinforcement® Reinforcement to sustain the change
What will make the change stick? What are the rewards,
recognition, incentives and consequences?

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INDIVIDUAL CHANGE MANAGEMENT (CONT.)
ADKAR is an individual model, so it describes the change process from the perspective of one employee whose
job is being changed as a result of a project or initiative. Whether it is a new process, a new technology, a new
job role or a new behavior, a person makes the change successfully when they have Awareness, Desire,
Knowledge, Ability and Reinforcement. If the change impacts 1000 people, then it will happen when those 1000
people have Awareness, Desire, Knowledge, Ability and Reinforcement. An individual change management
model is crucial for effective change management because of the reality that change ultimately happens one
individual at a time - when impacted employees move from their own current state to their own future state.
In the Prosci Change Management Methodology, ADKAR is used in a number of ways including:
1. Making sense of change
2. Guiding change management plans
3. Measuring progress
4. Diagnosing gaps
5. Developing corrective actions
6. Enabling managers and supervisors
Having an individual change management model like ADKAR is
crucial because change ultimately happens one individual at a
time.

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ORGANIZATIONAL CHANGE MANAGEMENT
Organizational change management describes the steps, activities and tools a project team or change
management resource can follow to enable the required individual changes to occur. The Prosci 3-Phase Change
Management Process presents a research-based approach for creating customized change management strategy
and plans.
The Prosci 3-Phase Change Management Process is built in three phases, each including associated activities and
tools a practitioner can use. The table below outlines the activities a practitioner would complete with the
guidance of the Prosci 3-Phase Process.
Whereas the individual change management model is focused on how a single person makes a successful
change, the organizational change management process focuses on the activities taken by a team to enable and
encourage those individual changes.
1 2 3

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Prosci 3-Phase Change Management Process
Phase Activities
Phase 1: Preparing for change Conduct readiness assessment
Develop risk analysis
Identify special tactics
Identify anticipated resistance
Document strategy
Architect team structure and prepare the team
Develop sponsorship model and prepare sponsors
Phase 2: Managing change Understand customization based on strategy analysis
Create communications plan
Create sponsor roadmap
Create coaching plan
Create training plan
Create resistance management plan
Integrate plans into the overall project plan
Execute change management plans
Phase 3: Reinforcing change™ Collect feedback proactively
Listen to employees
Audit compliance
Identify gaps
Identify resistance and pockets of resistance
Celebrate successes
Transition to business as usual (assessments and
communications plans are two common tools that can be
effectively integrated)

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AN INTEGRATED MODEL DRIVES RESULTS
Effective change management requires two components—an individual change management model that
describes how a single person makes a change and an organizational change management process that
describes the process and tools practitioners use.
The individual change management model provides the outcome-orientation to change management. The Prosci
ADKAR Model describes “what you are trying to achieve” when you work to manage the people side of a project
or initiative.
The organizational change management process provides the activity-orientation and lays out the actions a
practitioner must complete for a project or initiative. The Prosci 3-Phase Process describes “what you will do” to
encourage those individual transitions required by your project.
Managing change without both perspectives is ineffective. Without an individual change management model,
you do not have the necessary focus on the true outcomes you are trying to achieve. You become focused on
your work (e.g. sending a newsletter) instead of what you are trying to achieve (e.g. sharing why the change is
necessary.) Without an organizational change management process, changes become unwieldy to manage when
they impact dozens or hundreds or thousands of employees. The organizational change management framework
guides actual work in a manageable and repeatable way.
The Prosci Change Management Methodology uniquely integrates individual change management and
organizational change management. The table below shows a few ways these perspectives are integrated in
action when a practitioner applies the Prosci 3-Phase Process.
The unique integration of individual and organizational change
management combines a results-driven model for supporting a
single individual through change with a process for
practitioners built and refined on a decade of research.

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Integrating Individual and Organizational Change Management
OCM phase Integration of individual change management
Phase 1: Preparing for change Identifying impacted groups
Defining the individual changes required
Anticipating resistance from impacted groups
Creating a sponsor model representing impacted groups
Phase 2: Managing change Answers the question: what do we communicate?
Answers the question: why are sponsors important?
Answers the question: what coaching is needed?
Answers the question: what training is needed?
Answers the question: how will resistance be managed?
Sequencing activities appropriately
Phase 3: Reinforcing change™ Collecting individual feedback
Listening to impacted employees
Auditing compliance at the individual level
Measuring if the change is happening
Identifying gaps and developing appropriate responses

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CONCLUSION
An integrated individual and organizational approach may require a shift in thinking, away from just
doing work toward focusing on the desired outcome of that work.
Successful change management results from an integrated approach utilizing an individual change management
approach with an outcome-orientation and an organizational change management approach with an activity-
orientation. By aligning what we are trying to achieve with what we are doing, the Prosci Change Management
Methodology provides the structure and tools necessary to drive project results and outcomes by managing the
people side of change. For some practitioners, this integrated approach requires
a reorientation of thinking—away from the work being done toward the desired
outcome of that work. But in the end, since the individual is truly the unit of
change, successful change management must leverage an individual change
management model and an organizational change management approach.
WHAT THIS MEANS FOR UTILITIES
Rather than instituting organizational change and expecting employees to embrace it, progressive
utilities are using change management techniques to equip and support their staff to be successful
through the change. Utilities, like any other companies, are made up of individuals. If those
individuals don’t embrace the change, the initiative is likely to fail. Prosci’s ADKAR Model can help
utilities catalyze individual transitions to deliver organizational results.

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MORE INFORMATION
About E Source
For 26 years, E Source has been providing research, consulting, and market research to more than 300 utilities
and their partners. This guidance helps our customers advance their efficiency programs, enhance customer
relationships, and use energy more efficiently. Visit www.esource.com to learn more.
About Prosci
Prosci’s uniquely integrated system of models, tools, and processes enables your organization to strategically
execute change at three levels: (1) With individuals through the popular Prosci ® ADKAR® Model; (2) On projects
through the robust Prosci 3-Phase Process; (3) As a competency across the organization through the cutting-
edge Prosci Enterprise Change Management Suite. Prosci’s sole focus is helping individuals and organizations
build their own change management capability. Learn more at www.prosci.com.
Register for the free E Source web conference Deliver Business Results
with Utility Change Management: Learn the Seven Critical Factors for
Successful Change, being held on July 22, 2015, and join E Source and
Prosci for a utility-specific change management certification course,
September 14–16, 2015.