Business - Consultation

What are the 3 general stages of the Lewin model change process? (hint: U, M, R, Unfree, Mov, Refree)

1. Unfreezing 2. Moving 3. Refreezing

What is the best time to involve HR when a major internal workforce change is being introduced into an organization? A) Only when specifically called upon by management to consult B) During initial management discussions of the proposed change C) After management's announcement & disclosure of the change D) Once the change has been implemented & is fully operational

B) During initial management discussions of the proposed change HR's knowledge of the organization, its people, & its processes, combined with its expertise in managing workforce capabilities & productivity, make it essential to structuring change. The other answers bring in HR after implementation or when asked & may lead to dissatisfaction & unsuccessful interventions.

An HR manager decides to use multi-criteria decision analysis when selecting a new recruitment firm. Based on discussions with staff, the manager sets as a priority a recruiting firm's responsiveness to the staff's questions & requests. How can the manager increase the likelihood of finding the right kind of vendor? A) Ask different functions to provide descriptions of "quality" job candidates. B) Require extensive recommendations from existing clients. C) Give more weight to client references that describe customer service experiences. D) Include response time to job openings in the service level agreement.

C) Give more weight to client references that describe customer service experiences. Multi-criteria decision analysis uses weighting to ensure that a supplier's performance matches the priorities of the selection criteria. In this case, the manager would allot more points to evidence of responsiveness/customer service in supplier RFPs.

When planning & implement a change, organizations often rely on 1 of the 3 approaches. * This approach relies on a top-down sequence with complete change at each level.. Change at 1 level or unit high up in the organization eventually transforms the units & levels beneath it. (hint: C, Casca)

Cascade

Requires the ability to diagnose problems or identify opportunities, develop effective solutions, win support for the solutions, & then implement them effectively. (hint: C....Consult)

Consultation

Visualization of the impact of change on productivity. When change is introduced, there is typically a decrease in productivity & then a gradual return to—or, ideally, a surpassing of—previous levels of productivity. (hint: JC..... J Curv)

J Curve

What is the 2nd stage of the Lewin's Model change process? * ____ toward the new state. During the 2nd step, the focus is on getting people to accept the new, desired state. (hint: M, mov)

Moving

1 of the 4 "Group Decision-Making Tools." * The team determines critical characteristics of a successful decision (e.g., ability to meet project requirements, likelihood of success, least chance of causing secondary risks). A matrix is used to score each alternative & compare results. (hint: M-C DA...... Mul - Crite Decis Analy)

Multi-Criteria Decision Analysis (MCDA)

When planning & implement a change, organizations often rely on 1 of the 3 approaches. * In this model, the change originates at the top & is broadcast to the entire organization. Individuals slowly change with added information, & the change becomes uniform across business units. (hint: P, Progress)

Progressive

What is the 3rd stage of the Lewin's Model change process? * ____ the new state. Once the change has been implemented & generally accepted, the focus should be on making the new idea a regular part of the organization. (hint: R, refree)

Refreezing

Managing the Change Spectrum (J Curve) **** For Review ++++++

Resistant.....Neutral......Welcoming

1 of the 4 "Group Decision-Making Tools." * The group can brainstorm strengths, weaknesses, opportunities, & threats & agree on a numerical value for each. (hint: SWOT A)

SWOT Analysis

These are the steps following Lewin's Steps. It is implement of Kotter's techniques. **** For Review ******

See Attachment.

What are the 4 steps in the consulting model within the change management process? 1. Define ________. 2. ______ & ______ solution. 3. Measure ______. 4. Sustain _______. (hint: P, DI,E, I......Prob, Desig & Imple, Effectiv, Improve)

1. Define Problem 2. Design & Implement solution 3. Measure Effectiveness 4. Sustain Improvement

What are the 4 "Group Decision-Making Tools?" 1. ______ Analysis 2. Multi-______ Decision Analysis (MCDA) 3. Cost-______ Analysis (CBS) 4. Force-_____ Analysis (hint: S C B F........ SWO, Criter, benef,f iel)

1. SWOT Analysis 2.Multi-Criteria Decision Analysis (MCDA) 3. Cost-Benefit Analysis (CBA) 4. Force-Field Analysis

What are conditions that make it easier for people to get to the point where they will consider or try a new way of doing things.....with change. 1. ______ purpose. If people believe in the overall purpose of & reason for the change, they will make an effort to change themselves. 2. _____ systems. Structures, management processes & encouragement, measurement, communication, and other critical factors must be present during a change. 3. ____ required for change. Overlooked often. Training is effective method than trial & error for equipping people with knowledge & skills to be successful. 4. Consistent role _____. They need role models to make the message of change and demonstrate that the change is possible. (hint: S, R, S, M........ shar, reinforce, skil, mod).

1. Shared purpose 2. Reinforcement systems 3. Skills required for change 4. Consistent role models.

After recent activities such as downsizing, an organizational restructure, & the creation of a new business model, management believes the company is now set for renewal. As HR works with management to increase employee support of the changes, which critical issue should be the initial focus? A) Attitudes & perceptions B) Job requirements & design C) Skills & knowledge D) Aptitude & ability

A) Attitudes & perceptions HR can contribute a more in-depth & detailed picture of how people will be affected by changes, how they are likely to react, & what they need to come through to the other side of the change. Organizational change is unsuccessful if employees have negative attitudes & perceptions toward the change. Prior to implementing any organizational development initiatives, HR must understand the level of resistance to the upcoming change & must plan for ways to deal with it.

An HR consulting team wants to better understand the odds that a particular initiative can be implemented successfully. What tool is designed to support this analysis? A) Force-field analysis B) Multi-criteria decision analysis C) SWOT analysis D) Delphi technique

A) Force-field analysis Force-field analysis examines the factors that favor & oppose a particular change. The process can be used to score different possible approaches. A force-field analysis might be used to develop a multi-criteria decision analysis tool. A SWOT analysis identifies strengths, weaknesses, opportunities, & threats. The Delphi technique is an anonymized (anonymous) approach to gathering info.

Which likely workforce reactions should the VP of HR include in a presentation to executive leadership regarding an upcoming company reorganization? A) Short-term decline in performance & then rapid growth to a new level of performance B) Increase in the use of paid time off & then a slight turnover of the workforce C) Initial increase in workforce turnover & then a revitalization with additional new hires D) Significant drop in productivity & then a slow return to standard productivity levels

A) Short-term decline in performance & then rapid growth to a new level of performance A well-managed organizational change leads to the "dreaded J curve," where there is typically a short-term decline in performance & then more rapid growth to a new level of performance.

An organization promotes teamwork as a core value. Which would be the best way for an HR manager to model this value for the rest of the organization? A) Implementing a mentoring program B) Establishing cross-functional brainstorming groups C) Encouraging subordinates to take leadership roles D) Scheduling workshops on teamwork

B) Establishing cross-functional brainstorming groups Brainstorming groups that are run effectively involve collaboration, respect, & support, which are essential to teamwork. Workshops can promote the concept but cannot model it. Efforts aimed at improving leadership skills may not focus on the value of teamwork. Similarly, mentoring may focus on the individuals alone.

After reviewing current practices, HR conducts a focus group of employees who are forced to work frequent overtime. The information leads to the implementation of changes in work practices. What is the best next step for HR? A) Developing training for key stakeholders B) Evaluating the results of the initiative C) Pilot testing the initiative before implementation D) Surveying employees

B) Evaluating the results of the initiative The consulting model involves defining the problem, designing & implementing a solution, measuring effectiveness, & sustaining improvement. Training, surveys, & pilot testing should be done prior to the implementation of a new initiative. Therefore, evaluating the results of the new change initiative is the next step in the process.

If HR wants to minimize resistance to change among the employee population when implementing a new health insurance plan, which is a critical 1st step in the process? A) Choose the most popular & well-known insurance company in the market. B) Delegate presentation of plan details to an insurance company representative. C) Involve employees in plan review & selection early in the evaluation process. D) Isolate senior decision makers from the decision & any resulting animosity.

C) Involve employees in plan review & selection early in the evaluation process. In leading a change initiative, a manager must anticipate resistance & seek ways to manage it in advance. 1 of the most effective ways is to involve employees in problem solving. In this way, they understand the context more thoroughly, have a chance to voice opinions, & can affect & feel more invested in final outcomes. The manager-supplied context is helpful but perhaps too late. Removing oneself & senior decision makers from the stressful situation is a failure of leadership.

1 of the 4 "Group Decision-Making Tools." * Group discussion is critical to identifying all relevant costs & benefits. (hint: C-B A...... Cos - Benef Analy)

Cost-Benefit Analysis (CBA)

A manufacturer experiences markedly lower capacity in 1 plant. The plant does not differ significantly in equipment, workforce size & skill, or processes. Which action should HR take to best assist the operations function in correcting this? A) Reviewing parts supplier management practices B) Sharing best practices from other locations C) Delivering quality training to plant supervisors D) Conducting a needs analysis in this location

D) Conducting a needs analysis in this location Capacity is a problem in achieving an expected level of output. Since lowered capacity can result from many factors, likely causes should be identified before applying solutions such as quality programs, revised procedures, or training. HR can help operations by conducting a needs analysis to identify potential causes. The needs assessment will help provide a thorough understanding of what must be corrected.

A company is ready to begin a major change initiative. Which is the most important role HR can play? A) Questioning whether the change is actually needed B) Assuming responsibility and accountability for implementing the change C) Counseling people who are upset by the change D) Ensuring regular & ongoing communication with employees.

D) Ensuring regular & ongoing communication with employees. Communication is key to any major change initiative. Keeping employees informed helps lessen their anxieties & makes them feel a part of the change process.

Due to changing customer needs, a company plans to cut 60% of its capacity and invest heavily in leading-edge technology. This will mean a major realignment of procedures, which will affect over 75% of employees. How can management ensure acceptance of these changes? A) Provide the company's mission statement to all employees. B) Ensure that the organization's core values & behaviors remain stable. C) Require that all managers agree with the company's value system. D) Involve employees in creating the solutions needed.

D) Involve employees in creating the solutions needed. Effective change recognizes that people are more likely to accept what they have participated in creating. The other answers impose solutions & are not participative.

A high-potential member of the HR function wants to develop consultative skills. The HR director notes that the individual has a natural talent in analyzing problems & in establishing relationships with others. What other skill/knowledge could the individual develop to support the consultation role? A) Knowledge of legal requirements B) Technical expertise in business processes C) Building trust with others D) Understanding of the organization's business & environment

D) Understanding of the organization's business & environment

1 of the 4 "Group Decision-Making Tools." * This tool was designed to analyze the forces favoring & opposing a particular change. The group identifies & weights factors that could influence an outcome in either a negative/positive manner according to their possible impact. The group then uses these factors to score different opportunities. They agree to pursue those showing favorability for change & avoid initiatives that face very strong resistance. (hint: F-FA...... Forc-Fiel Analy)

Force-Field Analysis

When planning & implement a change, organizations often rely on 1 of the 3 approaches. * This method relies on independent centers & multiple origins of the change within the organization. Points of origin can be at any level. Organic change radiates out unevenly but accelerates when top leadership supports local change & local leaders. (hint: O, organ)

Organic

Assessing Readiness for Change - Change is difficult for most individuals, so proactively preparing for possible issues will assist the change process. This is an outline for some things that should be considered in assessing the readiness for change. ******* For Review ********

See Attachment

What is the 1st stage of the Lewin's Model change process? * _____ the current state. The purpose of this step is to get people to accept that the change will occur. Reducing factors that work against change is critical at this stage. (hint: U, Unfree)

Unfreezing