The most thoughtful, detailed strategy can be ineffective if it is not communicated properly to all involved
parties. Communication builds buy-in, so a detailed communication plan is essential for each phase of
the implementation. A good communication plan should answer the following questions:
• To whom will the information be communicated – department, clients, outside counsel, etc.?
After implementing the plan, it is important to measure performance to make sure the desired results
are being achieved. “What gets measured gets managed” is a tried and true axiom. With any new initiative, both the effort expended to implement change and the impact of the change need to be measured.
Measuring performance will:
• Communicate the department’s specific objectives and direction;
Effort. Measuring effort demonstrates progress in implementing the defined strategy and will keep
team members focused on the key tasks. Effort measurements can also be used to communicate to leadership that change cannot happen overnight but requires a series of steps to achieve the desired impact.
Impact. While it can be more difficult to measure impact, impact measurements tend to be more
substantive in nature and therefore more meaningful to the organization. The focus is on the value of the
change in work allocation, e.g., lower cost, increased quality, or more time spent on higher value work.
Impact measurements can be considered in terms of the results related to:
• The satisfaction and career development of the individuals involved;