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Making Change Work

Making Change Work

How to Create Behavioural Change in Organizations to Drive Impact and ROI

Emma Weber, Patricia Pulliam Phillips, Jack Phillips

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Ensure sustained behavioural change and ROI from organizational change projects with this evidence-based, practical guide.

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About the book

Underpinned by decades of research and application, Making Change Work shows that the lynchpin that connects change initiatives and their ultimate success is behavioural change. The book brings together the ROI Institute's established methodology for aligning projects and programmes to business needs and for evaluating impact and ROI with the Turning Learning Into Action methodology developed by Emma Weber to support learning transfer. It offers a step-by-step process that partners with any business initiative requiring behavioural change, providing the critical link bridging the knowledge and application. At the heart of the methodology is a framework for reflective conversation, ensuring accountability and aligning people to the desired outcomes.

Cutting through complex change theory, Making Change Work is a 'how to' guide, providing an end-to-end approach to solve the problem that businesses have grappled with for so long from change projects that don't deliver business impact. It includes real life case studies from organizations such as BMW and the University of NSW Department of Innovation on how organizations are using the framework to create successful outcomes that are not just demonstrated but that are delivered and measurable. It is ideal for any professional who is embarking on any organizational initiative requiring change and evaluation of the subsequent ROI, whether it is a learning initiative, quality initiative or change initiative.

Table Of Contents

  • Section - 01: Why change?;
    • Chapter - 01: The need for results from change;
    • Chapter - 02: Business alignment: The V Model;
    • Chapter - 03: Current failures of behavioural change;
  • Section - 02: TLA process and theory;
    • Chapter - 04: The TLA process and applications;
    • Chapter - 05: Preparation;
    • Chapter - 06: ACTION conversation;
  • Section - 03: Evaluation;
    • Chapter - 07: Evaluation planning;
    • Chapter - 08: Data collection;
    • Chapter - 09: Data analysis;
    • Chapter - 10: Reporting results;
  • Section - 04: TLA in practice;
    • Chapter - 11: Making TLA work: Skill set;
    • Chapter - 12: Making TLA work: Guiding the conversations;
    • Chapter - 13: How to roll out TLA in line with the alignment model;
    • Chapter - 14: Case study: UNSW Innovations at UNSW Australia;
    • Chapter - 15: Case study: Successfully managing a mature workforce


A great combination of practical advice, real-world experience and solid theoretical underpinning, Making Change Work provides the vital bridge between L&D practice and the behavioural change that ensures business impact.
Donald H Taylor, Chairman, Learning and Performance Institute

The cost of not getting change right is enormous - competitive cost, social cost, emotional cost and more. This book builds on the authors' earlier work and explores the way a structured approach can vastly increase the opportunity of getting change right.
Charles Jennings, 70:20:10 Institute

Book Details

  • EAN: 9780749477608
  • Edition: 1
  • Published: 3rd May 2016
  • Paperback
  • Format: 234x157
  • 296 pages

About the Author

Emma Weber is the Founder and Director of Lever Learning. A recognised authority on the subject of transfer of learning, she created the Turning Learning into Action® methodology, established to help organizations and their employees create business results by converting learning to effective action back on the job.

Dr. Patti Phillips is President and CEO of the ROI Institute, Inc. She has implemented ROI in private and public sector organizations around the world, and has conducted ROI impact studies on programmes such as leadership development, sales, new hire orientation, and human performance improvement programmes.

Dr Jack J. Phillips is a world-renowned expert on accountability, measurement and evaluation, providing consulting services for Fortune 500 companies and major global organizations. His expertise in measurement and evaluation is based on more than twenty-seven years of corporate experience in the aerospace, textile, construction materials and banking industries, and in senior HR and Learning and Development roles. The American Society for Training and Development gave him its highest award for his work on ROI.

Emma Weber

Patricia Pulliam Phillips

Jack Phillips

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