# 02 — Change Readiness Assessment & Intervention Workflow

## 1. Workflow Overview

```
┌─────────────────────────────────────────────────────────────────────┐
│              Change Readiness Assessment & Intervention Map           │
├─────────────────────────────────────────────────────────────────────┤
│                                                                     │
│  ┌──────────┐   ┌──────────┐   ┌──────────┐   ┌──────────┐        │
│  │1.Readiness│──>│2.Resistance│──>│3.ADKAR   │──>│4.Intervention│    │
│  │  Survey   │   │  Identify │   │  Assess   │   │  Design     │    │
│  │  Design   │   │  & Assess│   │          │   │           │    │
│  └──────────┘   └──────────┘   └──────────┘   └──────────┘        │
│       │              │              │              │                │
│       v              v              v              v                │
│  ┌──────────┐   ┌──────────┐   ┌──────────┐   ┌──────────┐        │
│  │5.Intervent│──>│6.Empower │──>│7.Effect   │──>│8.Continuous│       │
│  │  Execute  │   │  Training│   │  Assess   │   │  Improve   │       │
│  │  & Track  │   │  & Support│  │  & Adjust │   │  Institutionalize│ │
│  └──────────┘   └──────────┘   └──────────┘   └──────────┘        │
│                                                                     │
│  Methodology: ADKAR | Kotter's 8-Step | Prosci Change Management   │
└─────────────────────────────────────────────────────────────────────┘
```

## 2. Detailed Steps

---

### Step 1: Readiness Survey Design

**Objective**: Design a sound readiness-assessment questionnaire; fully understand the organization's preparedness for digital transformation.

**Guidance:**

**1.1 Change-readiness assessment dimensions**

| Dimension | Content |
|------|---------|
| Awareness | Do employees understand the necessity and content of digital transformation? |
| Desire | Are employees willing to participate in and support digital change? |
| Knowledge | Do employees have the skills and knowledge digital needs? |
| Ability | Does the organization have the resources and capability to implement digital? |
| Reinforcement | Is there a mechanism to sustain and embed the change? |

**1.2 Transport-industry tailored survey questions (excerpt)**

```
Change-readiness survey (excerpt):

Awareness:
1. Do you understand the agency's digital-transformation goals? [1 unaware – 5 very aware]
2. What do you think digital's impact on daily work is? [open question]

Desire:
3. Are you willing to learn and use the new system? [1 unwilling – 5 very willing]
4. Are you concerned digital may change job roles? [1 very concerned – 5 not at all]

Knowledge:
5. How much do you use data analytics in daily work? [1 never – 5 deeply]
6. Are you familiar with AI / big data / cloud concepts? [1 unfamiliar – 5 very familiar]

Ability:
7. How much do digital tools support current workflows? [1 barely – 5 fully]
8. Can you get timely IT support when systems fail? [1 never – 5 always]

Reinforcement:
9. Will digital results be continuously optimized? [1 impossible – 5 certainly]
10. Any suggestions to better advance digital? [open question]
```

**1.3 Survey execution**

| Method | Coverage | Note |
|------|---------|------|
| All-staff questionnaire | 100% | Quantitatively score readiness |
| Focus groups | Dept. representatives | Qualitative depth |
| 1:1 interviews | Key stakeholders | Deepen individual concerns |

---

### Step 2: Resistance Identification & Assessment

**Objective**: Identify the source, degree, and type of change resistance.

**Guidance:**

**2.1 Three sources of resistance**

```
Three sources of change resistance:

  ┌─────────────────────────────────────────────────────┐
  │                Sources of resistance                  │
  ├───────────────┬───────────────┬─────────────────────┤
  │  Individual   │  Organizational│  Technical          │
  ├───────────────┼───────────────┼─────────────────────┤
  │·Habit reliance│·Dept. interest │·Hard-to-use system  │
  │·Skill anxiety │·Misaligned KPI │·Inaccurate data     │
  │·Job threat    │·Weak incentives│·Slow response       │
  │·Low trust     │·Poor comms     │·Many bugs           │
  │·Change fatigue│·Leader apathy  │·Incompatibility     │
  └───────────────┴───────────────┴─────────────────────┘
```

**2.2 Resistance signals**

| Explicit signal | Implicit signal |
|---------|---------|
| "This system is unusable" | Very low usage after go-live |
| "The old way is better" | Build "shadow IT" (secretly use Excel instead) |
| "We have no such need" | Attend training but never operate |
| "Too busy to learn" | Keep filing "enhancement requests" to delay launch |

---

### Step 3: ADKAR Assessment

**Objective**: Use the ADKAR model to assess change readiness element by element.

**Guidance:**

**3.1 ADKAR five-element scoring**

| Element | Assessment question | Score (1–5) |
|------|---------|:---:|
| Awareness | Do people understand why change is needed? | |
| Desire | Are people willing to participate and support? | |
| Knowledge | Do people know how to change? | |
| Ability | Can people actually make the change? | |
| Reinforcement | Is the change sustained over time? | |

**3.2 RAG diagnosis**

```
Score per element:
  · 4–5: 🟢 Ready — element in place
  · 3:   🟡 Partially ready — targeted intervention needed
  · 1–2: 🔴 Not ready — focused intervention needed; may block change

Barrier Point:
  ADKAR is sequential; the first element scoring <3 is the current biggest barrier
  E.g., A=4 D=3 K=2 → barrier is at Knowledge; even if D is only 3, fix K first
```

---

### Step 4: Intervention Design

**Objective**: Based on assessment, design targeted change interventions.

**Guidance:**

**4.1 Intervention playbook by ADKAR element**

| Barrier element | Intervention strategy |
|---------|---------|
| Low Awareness | Executive briefing, case sharing, industry-trend report, internal workshop |
| Low Desire | Link to personal benefit, role-model incentive, sense of participation, KPI tie-in |
| Low Knowledge | System training, operation manual, mentoring, simulation practice |
| Low Ability | Sandbox environment, pilot period, dedicated coaching, gradual transition |
| Low Reinforcement | Incentive mechanism, success recognition, continuous optimization, data feedback |

**4.2 Typical transport-industry interventions**

| Intervention | Scenario | Key point |
|---------|---------|---------|
| "Digital Pioneer" award | Stimulate participation | Auto-rank by system-usage data |
| Data-quality competition | Improve data entry quality | Rank by section / team |
| Exec dashboard "data-driven meetings" | Drive management digital habit | Mandatory system-data use in weekly meetings |
| Reverse mentoring "young→senior" | Help senior staff adapt | Junior staff teach seniors the system |

---

### Steps 5–8: Intervention Execution & Effect Assessment

**5. Intervention tracking:** Use an intervention log to track each item's progress and effect.

**6. Empowerment training & support:**
- Tiered training (exec → management → operations)
- Formats: classroom + hands-on + exam certification
- Ongoing support: Help Desk + on-site coaching + online FAQ

**7. Effect assessment:**
- Quarterly readiness re-assessment (vs. baseline)
- System usage / activity data
- User-satisfaction survey

**8. Continuous improvement & institutionalization:**
- Digital capability embedded into job descriptions
- System usage embedded into performance appraisal
- Change-management lessons captured into knowledge base

---

## 3. Roles & Responsibilities (RACI Matrix)

| Activity | Change Mgr | PM | Client HR / Training | Business Owner | Sponsor |
|------|:---:|:---:|:---:|:---:|:---:|
| Survey design | **R/A** | C | C | I | I |
| Resistance analysis | **R/A** | C | I | C | I |
| ADKAR assessment | **R/A** | I | I | I | I |
| Intervention design | **R/A** | C | C | C | C |
| Intervention execution | C | C | **R** | **R** | I |
| Training empowerment | C | I | **R/A** | C | I |
| Effect assessment | **R/A** | C | I | I | C |

---

## 4. Key Checkpoints

| # | Checkpoint | Pass standard |
|---|--------|---------|
| CP1 | Readiness baseline | Questionnaire return rate >80%; baseline scored |
| CP2 | ADKAR analysis done | Barrier point and intervention focus identified |
| CP3 | Intervention approved | Sponsor approves plan and resources |
| CP4 | First re-assessment | Readiness score >10% above baseline |
| CP5 | System usage | Active-user rate >80% three months post-launch |

---

## 5. Estimated Duration

| Stage | Duration |
|------|:---:|
| Readiness survey & analysis | 1–2 wks |
| Intervention design | 1 wk |
| Intervention execution (first round) | 4–8 wks |
| Effect assessment | 1 wk |
| Ongoing (quarterly re-assess + adjust) | Continuous |

---

## 6. Output Catalog

1. **Change-readiness survey** (.docx)
2. **Readiness assessment report** (.docx)
3. **ADKAR score report** (.docx)
4. **Change-intervention plan** (.docx)
5. **Intervention execution log** (.xlsx)
6. **Training materials & records** (.pptx + .docx)
7. **Change-management dashboard** (.pptx)

---

> **Version**: V1.0 | **Date**: 2025-07 | **Methodology**: ADKAR
