MAN3025 ch10
A change that is made in response to arising problems or opportunities is called A. reactive change. B. incremental change. C. proactive change. D. radical change. E. process change.
A
At Hartford Toy Depot, employees know that during the month of December they are generally required to work different schedules, often with some overtime, to support the holiday shopping season. This is an example of a(n) ______ change. A. adaptive B. reactive C. innovative D. incremental E. radically innovative
A
Creighton Bicycles and Repair conducted a survey and discovered that among customers who had tried both bike shops, its successful cross-town competition was preferred about 80% of the time. The most frequently cited reason was customer service. This information would be most helpful to introduce to employees during which stage of Lewin's change model? A. Unfreezing B. Continuous improvement C. Benchmarking D. Empowerment E. Refreezing
A
During the recession and its accompanying high levels of unemployment, Giordano Construction has had its choice of employees to support its growth. This is an example of a(n) ______ force for change. A. market B. social or political C. arbitrary D. technological E. demographic
A
Frisco Recreational Vehicles recently instituted cross-functional teams to develop new products. Team members are spread across the country, so it is expensive and time consuming for people to travel to headquarters to meet. The company would benefit most from a change in ______ involving A. technology; teams meeting "virtually" through electronic media. B. structure; disbanding the teams and relying on individuals to develop products. C. culture; sending team members to conflict management courses. D. people; hiring new people in the organization at the headquarters location. E. strategy; dropping the strategy of developing new products.
A
Maid to Clean is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. Managers believe that this will reduce labor costs. Maid to Clean is focusing on changing employee A. performance. B. skills. C. attitudes. D. management. E. structure.
A
Recently many older workers who had planned to retire soon decided to keep working longer. This is an example of a(n) ______ force for change. A. social or political B. arbitrary C. demographic D. financial E. structural
A
The creation of products, services, or technologies that modify those that already exist is called ______ innovation. A. incremental B. product C. process D. radical E. adaptive
A
The increasing diversity of the American workforce is an example of a(n) ______ force for change. A. demographic B. market C. social and political D. political E. economic
A
Tirzah, an OD consultant, is working with members of with a cross-functional team to help them build cohesiveness and practice skills to function better as a team. Tirzah is conducting the ______ stage of OD. A. intervention B. diagnosis C. evaluation D. changing E. adaptation
A
Which of the following is not an interacting factor that affects the level of resistance to change? A. Longevity of the change agent. B. Employee perceptions of change. C. Individual differences of the change agent. D. Change agent-employee relationship. E. Change agent actions and inactions.
A
Which of the following is not one of the primary uses of OD? A. Improving recruitment B. Adapting to a merger C. Managing conflict D. Revitalizing an organization E. Adapting to an acquisition
A
Which of the following sequences best describes how a manager can foster innovation in an organization? A. Recognize problems, gain allies, overcome resistance, execute well B. Recognize problems, overcome resistance, gain allies, stabilize system C. Overcome resistance, empower employees, execute well, provide incentives D. Recognize problems, empower employees, devise solutions, execute well E. Devise solutions, reorganize, change culture, stabilize system
A
China and India are changing the way American companies work, in part, through substantial labor savings. True False
True
Coleman Natural Foods began selling natural beef back when most shoppers were unaware of the term. This is an example of proactive change. True False
True
Conventional electric vehicle batteries use a liquid electrolyte but an Orlando start-up is developing a solid-state lithium-ion battery with improved stability and lifetime. This is an example of incremental innovation. True False
True
Demassification refers to a trend of customer groups being segmented into smaller, specialized groups responding to narrowly targeted messages. True False
True
During the refreezing stage of Lewin's change model, managers should model the change themselves, as well as coach employees and reinforce the desired behaviors. True False
True
Entrepreneurs tend to be tolerant of ambiguity. True False
True
Even when it comes to technology-induced change, OD can be helped by opening communication and dealing with stress. True False
True
Hasbro's move to create a version of its Monopoly game for iPad for technology-obsessed children is an example of proactive change. True False
True
In 1961, Procter & Gamble introduced the first affordable, readily-available disposable diaper called Pampers. At that time, Pampers were an example of a radical innovation. True False
True
In OD, combined interventions have been found to work better than single interventions. True False
True
In the OD process, feedback is used to refine the diagnosis. True False
True
Which of the following is not an area in which change is often needed? A. Strategy B. Information C. People D. Structure E. Technology
B
Innovation differs from creativity or invention in that it requires useful application. True False
True
Innovative change is the introduction of a practice that is new to the organization. True False
True
Intervention is the treatment phase of OD in which problems are corrected. True False
True
Job dissatisfaction within an organization can be an indicator that change is needed. True False
True
Kotter's change step of anchoring new approaches in the culture corresponds to refreezing in Lewin's model. True False
True
________ is an emotional/behavioral response to real or imagined threats to an established work routine. A. A change agent B. Resistance to change C. An OD intervention D. Radical innovation E. Benchmarking
B
Managers' behavior is one type of inside force for change in the organization. True False
True
A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a(n) ______ innovation. A. product B. method C. process D. adaptive E. practical
C
An innovative change involves ______ complexity, cost, and uncertainty. A. no B. minimum C. moderate D. high E. extreme
C
Arizona Pottery is having a difficult time finding inexpensive labor, which it attributes to an unfriendly climate toward Hispanics since passage of tough illegal immigration legislation in that state. This is an example of a(n) ______ force for change. A. market B. employee C. social or political D. technological E. economic
C
Caleb, an OD consultant, is designing a survey of employee attitudes to be given to workers at Tandem Investments. Caleb is conducting the ______ stage of OD. A. unfreezing B. intervention C. diagnosis D. evaluation E. process consultation
C
Mistrust between change agents and employees can cause failure of well-conceived changes. True False
True
One of the primary situations in which OD is used is when adapting to mergers. True False
True
One of the reasons employees resist change is fear of the unknown. True False
True
One of the strengths of Virgin Group Ltd. is its ability to enter new businesses quickly. True False
True
One step for fostering innovation is gaining allies by communicating your vision. True False
True
Proactive change involves making carefully thought-out changes in anticipation of possible or expected problems or opportunities. True False
True
Radical innovation is the creation of products, services, or technologies that replace existing ones. True False
True
Sabotage can be a form of resistance to change in the workplace. True False
True
Secondhand shops suffering from a recession-induced decline in thrift store donations is an example of an outside force for organizational change. True False
True
Hollywood Hair recently introduced a new acai berry moisture shampoo. Wenling, director of new product development, has just reviewed the dismal results. It appears that her team did adequate research on the product's acceptance by consumers prior to its introduction and is confused by the outcome. Wenling should A. step down as director. B. fire and replace the team lead as an example to others. C. reward her team for their effort. D. ignore the product failure. E. demote the team leader.
C
Kotter proposed which of the following for organization change? A. A three stage model: unfreezing, changing, and refreezing. B. Three types of innovation: adaptive, innovative, and radically innovative. C. Eight steps for leading organizational change. D. A three-step model: diagnosis, intervention, and evaluation. E. Ten reasons employees resist change.
C
Mattress Emporium has had several incidents lately in which its drivers became lost when attempting deliveries. The drivers have no GPS or other access to computerized information and rely on the customers themselves for directions. Mattress Emporium probably needs to change its A. structure. B. people. C. technology. D. culture. E. strategy.
C
The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet for students to purchase each term. This is a(n) ______ innovation. A. practice B. product C. process D. adaptive E. reactive
C
The process by which a company compares its performance with that of high-performing organizations is called A. reference innovation. B. competitive change. C. benchmarking. D. continuous improvement. E. radical innovation.
C
Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change. A. reactive B. incremental C. proactive D. responsive E. radical
C
Which of the following circumstances is likely to increase the success of OD? A. Applying each OD intervention uniformly in international locations. B. A single large intervention. C. Support of top managers. D. Implementing organization change for its own sake. E. Goals focused on the short term rather than the long term.
C
Which of the following is not a supertrend shaping the future of business? A. More niche products. B. Traditional companies struggling with radically innovative change. C. Information becoming a competitive advantage. D. Offshore suppliers affecting U.S. business. E. Faster speed-to-market.
C
Which of the following is not one of Scott Berkun's seeds of innovation for organizations? A. Hard work in a specific direction B. Curiosity C. Philanthropy D. Hard work with direction change E. Necessity
C
Which of the following is the factor that most reduces an organization's ability to learn from failure? A. Employees that like to experiment with multiple solutions. B. Employees with a strong desire to acquire personal wealth. C. Employees that blame others for failure. D. Employees that embrace a learning culture. E. Employees with a high tolerance for ambiguity.
C
The four areas in which change is most apt to be needed are people, technology, structure, and strategy. True False
True
The most complex, costly, and uncertain kind of change is known as radically innovative change. True False
True
The self-serving bias can lessen an employee's ability to learn from failure. True False
True
A change that represents the introduction of a new practice to an organization but that is not new to the industry is called a(n) A. mimicry change. B. adaptive change. C. reactive change. D. innovative change. E. radically innovative change.
D
A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A. procedural B. radical C. product D. process E. adaptive
D
Employees are likely to see an adaptive change as A. highly threatening. B. moderately threatening. C. somewhat threatening. D. least threatening. E. totally unacceptable.
D
Employees might feel they are being underpaid for what they do, even if pay and benefits are superior to the competition. Here, managers must change A. the tone of the debate. B. attitudes. C. tendencies toward greed. D. perceptions. E. the facts.
D
Lewin's change model consists of A. three types: adaptive, innovative, and radically innovative. B. three forces: employee characteristics, change agent characteristics, and change agent-employee relationships. C. four steps: recognize problems, gain allies, overcome resistance, and execute. D. three stages: unfreezing, changing, and refreezing. E. three steps: diagnosis, intervention, and evaluation.
D
Once you have been able to gain allies and overcome employee resistance, excellent ______ will be a key to fostering innovation. A. organization B. communication C. production D. execution E. recognition
D
Researchers working on hydrogen fuel cells hope that this could be a(n) ______ innovation, leading to a clean, renewable energy source, and reducing dependence on depleting fossil fuels with their adverse impact on the global environment. A. incremental B. product C. process D. radical E. disruptive
D
The Human Resources manager at the Apex Golf and Tennis Club has just calculated the employee absenteeism rate for 2012, and it is 25% higher than it was in 2010 and 2011. He should A. wait until the end of 2013 and see what the rate is then. B. begin a major restructuring effort. C. reduce employees' work hours. D. address job design and ways to deal with work overload. E. institute strict disciplinary procedures for employees who are absent.
D
The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. This is an example of a(n) ______ force for change. A. market B. social and political C. demographic D. technological E. economic
D
The set of techniques used for implementing planned change to make people and organizations more effective is called A. corporate transformation. B. TQM. C. revitalization. D. organizational development. E. incremental innovation.
D
When it comes to failure in the innovation process, Procter & Gamble CEO A. G. Lafley suggests that the key is to A. work within a competent team so that blame is spread around among strong players. B. look for innovation in small increments, so that failure risks are small. C. develop a tolerance for ambiguity so that failure does not personally upset you. D. fail early, fail cheaply, and don't make the same mistake twice. E. avoid it by almost any means necessary, since it will irreparably harm your reputation.
D
Which of the following is an effective way to deal with change and innovation? A. Insist on success. B. Increase work rules and hierarchy. C. Copy others' successes. D. Have the courage to follow your ideas. E. Jump right into it.
D
Which of the following is an example of a proactive change? A.Ciara's staff is unhappy about the long hours they have been working and several of them quit before she knows there is a problem. B. Ciara cannot get permission to hire another person until her group misses several deadlines. C.Ciara's group sent a product that was nearing its launch date back to the drawing board based on a competitor's superior new offering. D.Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content. E. Ciara is constantly "putting out fires," responding to daily crises in her group.
D
Which of the following is not a leading reason that employees resist change? A. Individual predisposition toward change B. Climate of mistrust C. Fear of failure D. Lack of personal ethics E. Nonreinforcing reward systems
D
Which of the following is not a way to encourage innovation? A. Creating a culture that celebrates failure. B. Supporting innovation with investments of time and money. C. Rewarding successful innovations. D. Withholding raises and promotions when innovation attempts don't work out. E. Hiring top scientists, despite expense.
D
According to Jim Collins, undisciplined pursuit of more and grasping for salvation are stages of organizational A. innovation. B. change. C. intervention. D. resistance. E. decline.
E
During Lewin's refreezing stage, managers should A. make employees dissatisfied with the present way of doing things. B. give employees the tools for change. C. provide benchmarking results. D. reduce the barriers to change. E. reinforce the desired change in the employees.
E
Evanston Cable Television has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require them to have several technicians on call. Evanston hopes this practice will give them an advantage over the competition, none of whom have adopted such a practice. It is introducing a(n) ______ change. A. reactive B. innovative C. activist D. adaptive E. radically innovative
E
Marc, an OD consultant, is visiting Cassidy Engineering a year after he assisted them in making changes to their employee incentive plan. Now he is comparing sales and turnover data from the last three years to the current year. Marc is in the ______ stage of OD. A. refreezing B. intervention C. diagnosis D. adaptation E. evaluation
E
Nonmanagerial employees at Kennedy Steel belong to a union. The union has come close to striking several times over the years, and labor negotiations have recently been very tense. Kennedy likely needs to focus on changing A. values among potential customers. B. the likelihood that an acquisitions might occur. C. manufacturing processes and procedures. D. population variables. E. forces originating inside the organization.
E
Peter, the owner and lead accountant at a tax preparation firm, is changing the work schedule of his long-term employees for the months of March and April, the company's busiest time. He is requiring work on weekends for everyone, using the same basic schedule as last year. Peter should expect that his employees will be A. terribly upset and quit. B. terribly upset but not quit. C. moderately upset and complain. D. moderately upset but not complain. E. hardly upset or not upset at all.
E
The question "What shall we do about the problem?" would most likely be asked during the ______ stage of OD. A. changing B. diagnosis C. adaptation D. evaluation E. intervention
E
The record industry has been forced into a ______ change because of the prevalence and ease of illegally downloading music. A. technology B. structure C. culture D. people E. strategy
E
Which of the following is an example of a force for change originating outside the organization? A. Productivity issues B. Conflict management C. Structural reorganization D. Absenteeism E. Social pressures
E
Which of the following is not an inside force that indicates organizational change might be needed? A. High turnover B. Excessive conflict between managers and employees C. Job dissatisfaction D. High levels of stress among employees E. Increased competition
E
A product innovation is a change in the way a product or service is conceived, manufactured, or disseminated. True False
False
Adaptive change involves introducing a practice that is new to an industry. True False
False
An OD intervention that worked in the United States is likely to work equally well around the world because the practices are very fundamental to human nature. True False
False
BP handled the 2010 oil spill crisis in the Gulf of Mexico in a proactive manner. True False
False
Benchmarking is a technique that can be used in the refreezing stage of Lewin's change model. True False
False
Changes in power structures that occur with administrative and technological changes are generally embraced by employees because of the new opportunities they present. True False
False
Chicago Cutlery reinstituted a sales contest with the same rules as the one that it used five years ago. This is an example of a process innovation. True False
False
Employee problems are one type of outside force for change in the organization. True False
False
Hard data about absenteeism, turnover, and profitability are used in the intervention stage of the OD process. True False
False
Having employees that experiment may limit an organization's ability to learn from failure. True False
False
In the context of change, technology refers to computer technology used to gain a competitive advantage. True False
False
In the refreezing stage of change of Lewin's change model, employees need to be given new information, perspectives, and models for behavior. True False
False
Information is rapidly becoming the new competitive advantage. True False
False
Innovation can be fostered by withholding raises or promotions from those whose attempts to innovate are not successful. True False
False
Innovation most often happens in a "eureka" moment of epiphany. True False
False
Innovative change is the least threatening type of change and is therefore least likely to create resistance. True False
False
Kotter's research reveals that management of organizational change is more essential than leadership throughout it. True False
False
Most organizations experience innovation as a matter of course; it happens naturally as part of everyday business. True False
False
OD focuses specifically on the technology aspects of change. True False
False
Patagonia was satisfied with its OD intervention to become greener. True False
False
People are generally comfortable with and embrace change, even change in apparently major matters. True False
False
People changes in an organization are not required until that organization reaches about 20 people in size, when the level of specialization reaches a critical point. True False
False
Putting an end to servant leadership is a change that is likely to improve manager-employee relationships. True False
False
Reactive change is carefully thought out. True False
False
Successful large companies are more able than other firms to survive and prosper in an environment of radically innovative change. True False
False
The first step of the OD process is evaluation, which uses employee surveys, interviews, and observation to ascertain attitudes and problem areas. True False
False
The marketplace is becoming more homogeneous and moving toward more similar products. True False
False
The most effective way to handle rewards for innovation is to provide them at the end of a successful project. True False
False
The need for change comes solely from outside the organization. True False
False
The recent structural trend is toward a taller organizational hierarchy. True False
False
The three most important ways to encourage innovation are by providing the right organizational culture, a team-based structure, and creative talent. True False
False
The three steps of the OD process are diagnosis, experimentation, and adaptation. True False
False
The two types of change are practical and theoretical. True False
False
While customers may act as a force for change, shareholders support stability. True False
False
A change agent is a behavioral sciences consultant who helps organizations deal with old problems in new ways. True False
True
A technological innovation that improves the speed of a computer's microprocessor would be considered a(n) ______ innovation. A. adaptive B. product C. reactive D. process E. industrial
B
During Lewin's changing stage, managers should A. reduce the barriers to change. B. give employees new models for behavior. C. reinforce the desired change. D. make employees dissatisfied with the present situation. E. encourage employees to exhibit the new change.
B
Great Plains Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its competitors in the area have recently begun to offer these hours to customers. This is a(n) ______ change. A. radically innovative B. innovative C. adaptive D. proactive E. reactive
B
In which of the following situations would OD techniques be the most helpful? A. Increasing efficiency among employees in a firm. B. Assisting employees in dealing with stressful situations. C. Helping employees from two similar organizations work better together in a strategic alliance. D. Facilitating discussion of ethical issues in preparing a company's code of ethics. E. Working with the CEO to determine how to increase profitability.
B
Inside forces for change include which of the following? A. Domestic competition B. Low productivity C. Advancements in automation D. Immigration E. Recession
B
Introducing a practice that is new to the industry is called a(n) ______ change. A. revolutionary B. radically innovative C. adaptive D. reactive E. innovative
B
According to Jim Collins, researcher of enduring great companies, hubris and denial are among the stages of institutional decline. True False
True
According to Lewin, for unfreezing to take place, people need to become dissatisfied with the old way of doing things. True False
True
According to Scott Berkun, the search for wealth is one of six seeds of innovation. True False
True
Managers at Lucky Peach magazine are in the process of cross training entry-level employees to be able to take phone orders or answer customer questions, and to process orders in overflow situations. The company is changing its A. people. B. skills. C. technology. D. attitudes. E. structure.
B
Organizational development is often put into practice by a A. catalytic consultant. B. change agent. C. behavioral consultant. D. transformative consultant. E. behavioral agent.
B
Saitou Insurance is about to install a new computer system that will change the way claims adjusters settle claims. Adjusters will be able to do the adjustment and issue the check right at the scene of the accident. Saitou most likely needs to focus on changing employee A. performance. B. skills. C. attitudes. D. management. E. perceptions.
B
The reintroduction of a familiar practice within the same organization is called a(n) A. practical change. B. adaptive change. C. reactive change. D. innovative change. E. radically innovative change.
B
An important component of dealing with change is to allow grieving over the loss of old ways. True False
True
An organizational culture that celebrates failure helps foster innovation. True False
True