E548 Chapter 11

Federal Express abandoned its new aircraft routing system after the implementation caused difficulties with the union. The difficulties included all of the following EXCEPT:

D. A wildcat strike

Which of the following is NOT an action employed to sustain change?

D. Avoiding consistency in advocated actions

Which of the following is NOT one of the "four hard lessons" identified by Robert Reisner for organizations undertaking a major change initiative in a turbulent economic environment?

D. Don't make private enterprises compete with government enterprises

According to the _____ image of managing change, with respect to sustaining change, change outcomes are in constant flux and are largely beyond management control

D. Nurturer

According to the text, which of the following was NOT a problem faced by the U.S. Postal Service in 2001?

D. Rapidly riding fuel costs that made operation unprofitable

Which of the following was NOT a problem faced by McDonald's when launching hotels in Switzerland?

D. The protests in Europe based on alleged adverse health effects of food at McDonald's

Gordon Bethune, the chief executive officer of Continental Airlines, changed the core metric used by the airline to _____.

D. on-time performance

David Nadler argues that at the very least, an organization should conduct a full-scale assessment within twenty-four months of the initiation of major change activities, and then bi-annually thereafter.

FALSE

The J-curve does not help in managing the expectations of others with regard to justifying a deterioration in performance.

FALSE

There is likely to be nothing more damaging to the credibility of a change program than for the actions of the change advocates to be consistent with what they espouse.

FALSE

Changes tend to "stick" to an organization when new structures, processes, and working practices are no longer seen as "change".

TRUE

Even in the best-managed situation, not all change outcomes are controllable or predictable.

TRUE

Measuring the overall success of a change initiative should be related to the timescale over which benefits are expected to be delivered.

TRUE

Preventive maintenance involves action to sustain the status quo, to keep new working practices operating as intended, and to meet predetermined targets and objectives.

TRUE

Staff selection, and promotion processes, can be subtle but powerful ways to change and to maintain an organization's culture.

TRUE

Sustainability implies that new practices and processes are routinized until they become obsolete.

TRUE

Unanticipated outcomes are not a sign of management failure; in complex change processes, the unexpected is to be expected.

TRUE

Anne Fisher uses the term _____ to describe those who display support in public but are resentful of the change and are waiting for the opportunity to return to the "old ways" of working to which they remain committed.

A. "vicious compliance"

According to David Buchanan et al., which of the following is the main threat to the sustainability of change in an organization?

A. Accountability for development being unclear

According to the _____ image of managing change, with respect to sustaining change, change outcomes will be determined primarily by contextual factors and not by management intervention

A. Caretaker

According to the _____ image of managing change, with respect to sustaining change, it is the responsibility of the change manager to design the change process and direct others to comply to ensure that planned objectives are achieved

A. Director

_____ measures are those that reveal the immediate results of a new initiative, such as changes in processing time, or time-to-market for new products.

A. Leading

In the context of praiseworthy and blameworthy failures, Mitchell Marks and Robert Shaw argue that a firm may gain more in the long term from a(n) _____.

A. Productive failure

A problem associated with sustaining change is:

A. assuming that successful changes will automatically be sustained.

The benefits of change may result in the J-curve, in which:

A. the initial performance may deteriorate before it improves.

According to the _____ image of managing change, with respect to sustaining change, the change manager's main role is to help others to develop the capabilities necessary to achieve the intended outcomes of the change

B. Coach

Which of the following is NOT one of Mark Keil and Ramiro Montealegre's practices to avoid escalation of commitment?

B. Hire an internal assessor to provide an independent view on progress.

_____ measures, such as financial performance and corporate image, can take time to become apparent.

B. Lagging

Which of the following illustrates a praiseworthy failure?

B. Lia takes seemingly reasonable actions that produce undesirable results due to uncertainty of future events.

According to the _____ image of managing change, with respect to sustaining change, the change manager designs the change process to fit the context, recognizing that modifications will be required and that the outcome may not be as intended

B. Navigator

The commitment of resources to an initiative in such a way that to withdraw would be extremely costly conveys _____.

B. Unambiguous management support

A focus on measurement of progress is important because:

B. it is a means of monitoring change and is likely to have a significant impact on how people act.

According to Barry Staw and Jerry Ross, the factor that leads to escalation resulting from self-justification biases in which having been personally responsible for a decision can lead to continued commitment in order to try to avoid being associated with losses is known as a(n):

B. psychological determinant

_____ treats occasional failure as natural and as an opportunity to develop better understanding and to improve future performance.

C. A learning organization

_____ measures are directly financial.

C. Cost-based

Which of the following is NOT one of Barry Staw and Jerry Ross's factors that lead to escalation?

C. Economic determinants

According to the _____ image of managing change, with respect to sustaining change, the change manager develops understanding of the meaning and significance of the changes and what will count as successful outcomes.

C. Interpreter

According to Barry Staw and Jerry Ross, _____ leads to escalation of commitment where the lack of progress is considered to be due to a temporary problem, or where additional funding is considered likely to be effective.

C. Project determinants

According to Barry Staw and Jerry Ross, the factor that leads to escalation resulting from an attempt to save face by committing more resources at a project in an attempt to revive it and avoid being associated with failure is known as a(n):

C. Social determinant

According to Kanter et al., which of the following is NOT a component of helpful metric measures?

C. Social measures