chapter 11

At Jerre's company, the managers provide workers with three hours each week to work on an experimental project of the worker's choice. Jerre is working on ways to streamline meetings among the different department members on various teams. This opportunity provided by management represents a:

bottom-up approach

In the past, most businesses generated their own ideas in house and then developed, manufactured, marketed, and distributed them, which is a(n) _____ approach. Today, however, forward-looking companies are trying _____ to extend the search for new ideas beyond the boundaries of the organization and to share knowledge and resources outside the firm.

closed innovation; open innovation

Of the five specific tactics that can be used to overcome resistance and more smoothly put changes into action, _____ should only be used in crisis situations when a rapid response is urgent.

coercion

When the change that management wishes to introduce is highly technical, the tactic of ____ is recommended, whereas when a crisis is precipitating the need for urgent change, the _____ tactic is probably necessary.

communication/education; coercion

Because successful innovation requires expertise from several departments simultaneously, failed innovation is often the result of failed:

cooperation

_____ refers to the generation of novel ideas that might meet perceived needs or respond to opportunities for the organization.

creativity

Starbucks' signature white cups allowed baristas to write names of customers on them. It also allowed for customer doodling. In 2014, Starbucks noticed and started the #WhiteCupContest that encouraged customers to design a cup and send the photo to the company. The winner's submission became the design on a limited edition reusable cup. Starbucks used this _____ approach to generate customer interest and innovation around its product.

crowdsourcing

At the _____ stage, changes have been institutionalized in the organizational culture, so that employees begin to view the changes as a normal, integral part of how the organization operates.

refreezing

Panasonic developed a solar-powered LED lantern that charges in six hours and can charge cell phones. These lanterns were produced specifically for locations that do not have reliable sources of electricity. This type of innovation is called:

reverse innovation

The company Dee works for has announced major changes in its structure. Dee sees people reacting and resisting the change. It is likely that all of the following reasons might be among those causing people's resistance EXCEPT:

self-confidence

Quest Turn Company has just hired several engineers from Asian-Pacific countries. Managers are concerned about incorporating them smoothly into the company's workforce. As a way to ease the transition with employees from different cultures, they are considering _____ training sessions for current employees.

sensitivity

As an organization development technique, _____ specifically enhances the cohesiveness and success of organizational groups and teams.

team building

Culture change is a major shift in the all of the following aspects of the organization EXCEPT:

teams

Changes in people and culture pertain to changes in employees':

mind-set

Collin noticed that a number of workers were taking long lunch hours, causing coworkers to have to pick up their load in the call center. The goal for call center associates is to resolve an average of six customer service issues per hour. The workers overextending their lunch breaks were averaging only four over the course of the day. This disparity between existing performance and desired performance is known as:

need for change

In which of the following environments would the horizontal linkage model be especially effective?

A high-pressure business environment that requires rapidly developing and commercializing products

Which of the following is NOT a characteristic of companies that successfully innovate?

A new product development process that is advocated and supported by top management resides within individual functions

Which of the following companies was among Fast Company's most innovative companies in 2014 for evolving from commerce to cool cloud services?

Amazon

Which of the following statements about the effect of mergers and acquisitions on firms is NOT true?

Any cultural differences should be evaluated after the acquisition process, using organization development experts to diagnose the problem

Which of the following would NOT be among the characteristics of a creative organization?

Centralization and carefully defined problems

Which of the following statements about disruptive innovation is true?

Companies affected by a disruptive innovation may be put out of business

Strategies for overcoming resistance and implementing change typically involve three approaches. Which of the following is NOT among those approaches?

Encouraging disruptive innovation

Which of the following is a characteristic of the cooperation aspect of innovation strategies for new products and technologies?

Horizontal coordination mechanisms

Which of the following aspects is NOT an external force that acts on the coordination model for innovation

Horizontal linkages

A number of employees in Devin's department are quite critical of changes that have been announced for the department. As a manager, she can do a number of things to deal with this resistance. Which of the following would Devin NOT choose?

Ignore the resistance

In which of the following ways is organization development (OD) especially helpful to a company going through a period of transition?

It creates open communication channels

Before changing the company's primary software for recordkeeping and project tracking, Kennedy decided to conduct a force-field analysis. She identified three driving forces (easier report generation, lower costs over the long run, and greater interface with customer and supplier systems) and four restraining forces (reluctance of workers to learn a new system, high costs in the short term, no significant problems with current processes, and general resistance to changing the status quo). In which of the following ways does this analysis help Kennedy?

Kennedy can work to reduce the restraining forces to the point at which the driving forces are sufficient to allow the change to be implemented

Organization development is especially helpful for managers in addressing at least three types of current problems. Which of the following is NOT among those problems?

Large-group intervention

Which of the following is an example of a disruptive technology?

Netflix offers a streaming video rental

_____ is the adoption of a new idea or behavior by an organization.

Organizational change

____ focuses on the human and social aspects of the organization and works to change attitudes and relationships among employees, helping to strengthen the organization's capacity for adaptation and renewal.

Organizational development

_____ change concerns just a few employees, whereas _____ change pertains to the organization as a whole.

People; culture

_____ is the primary way in which organizations adapt to changes in markets, technology, and competition.

Product and service innovation

Tracy is an OD consultant. After reviewing the results of a questionnaire given to employees, she meets with groups of employees to provide feedback about their responses, engaging them in identifying problems as well as problem solving based on the data. Which of the following OD techniques is Tracy employing in this scenario?

Survey feedback activities

Which of the following statements about the cooperation aspect of innovation strategy is true?

Throughout successful innovation processes, development teams keep in close touch with customers and coordinate with other departments

Which of the following statements about uncertainty is NOT true?

Uncertainty is the fear of personal loss and perhaps the biggest obstacle to organizational change

Which of the following statements about force-field analysis is true?

When a change is introduced, managers should analyze both the forces that drive change and the forces that resist it

Taylor is a manager in a large accounting firm and is considered to be a creative individual. Which of the following characteristics would you expect Taylor to display

a focused approach to problems

In _____, research, manufacturing, and sales and marketing departments within an organization simultaneously contribute to new products and technologies.

a horizontal linkage model

Sidney is strongly resisting a change in reporting relationships within the department. Because a previous working relationship with a manager was a negative one for Sidney, the reason for his resistance is most likely:

a lack of understanding and trust

A search engine platform company has noticed gaps in applications that users might be interested in using. To explore these gaps, the company has established _____. These executives and programmers will work together, separately from the company, to develop and initiate these apps as innovations.

a new-venture team

Symantec, the cyber security company, launched a venture that gives young companies access to its threat data in hopes of accelerating these companies' product development and time to market. Symantec views the venture as an investment and incubator for future acquisition opportunities. The venture has the characteristics of:

a skunkworks

As an OD specialist, Hikaru is gathering and analyzing data through personal interviews, questionnaires, and observations of meetings. He uses this diagnosis to help determine the extent of organizational problems and to begin unfreezing managers by making them aware of problems in their behavior. In this role, Hikaru is:

acting as a change agent

Successful change requires that organizations be capable of both creating and implementing ideas, which means the organization must learn to be:

ambidextrous

At the River City Police Department, much of the focus is on the negative aspects of society, such as violators of the law. To bring the focus more to public service, departmental managers would like to shift staff mind-set more toward informing, educating, and serving the public. The goal in this scenario is:

culture change

The first stage of the change process, unfreezing, makes people throughout the organization aware of problems and the need for change and is often associated with:

diagnosis

Innovations in products or services that typically start small and end up completely replacing an existing product or service technology are called

disruptive innovations

In force-field analysis, _____ can be thought of as problems or opportunities that provide motivation for change within the organization, and _____ are the various barriers to change.

driving forces; self-interests

As an innovation strategy, _____ involves designing the organization to encourage creativity and the initiation of new ideas.

exploration

Three critical innovation strategies for changing products and technologies are

exploration, cooperation, and innovation roles

As a manager, Dylan sees potential in Ash's ideas for several parallel products to the company's main product offering. He believes in the idea wholeheartedly and is determined to convince others of its value. Dylan has taken on the role of:

idea champion

At Jerre's company, managers have created a program that provides workers with three hours each week to work on an experimental project of the worker's choice without interference from the political forces within the organization. She is working on ways to streamline meetings among the different department members on various teams. This program that allows Jerre to explore possibilities is a(n)

idea incubator

The final step in the change process is:

implementation

Native is a company that produces a natural deodorant. It built a significant online presence before being bought by Procter & Gamble (P&G). P&G chief brand officer Marc Pritchard stated, "Native really hits a great sweet spot for us, and it's online, so it's a business model that allows us to really get into more of a direct-to-consumer relationship, which is kind of where things are going." P&G's move is known as:

innovation by acquistion

The _____ strategy recognizes that the cutting edge of innovation often happens with young, small, entrepreneurial companies rather than inside the walls of established firms

innovation by acquistion

Microsoft sponsors the Imagine Cup, a global competition in which computer science students team up and use their knowledge of technology and creativity to develop applications that shape how we live, work, and play. Prizes include cash and mentorship opportunities with industry leaders. Microsoft is just one of many organizations that offer these opportunities of:

innovation competitions

Ideas for product and technology innovations typically originate at _____ of the organization and need to flow _____ across departments, which is an aspect of the _____ strategy for innovation in organizations.

lower levels; horizontally; cooperation

Jordan works as a nurse in a large urban hospital. The nurses at the hospital belong to a health workers union. The hospital, in hope of trimming costs, would like to freeze hourly wages and reduce the number of full-time nurses. Because of the union, the hospital will most likely have to employ the tactic of _____ in order to successfully implement the desired changes.

negotiation

The United Genomes Project (UGP) provides access to knowledge of different genomes that make it possible to innovate with medicines and how they react to different individuals' DNA. It has led to several breakthrough findings by providing access to data that wasn't widely available before. The UGP is an excellent example of:

open innovation

_____ means extending the search for and commercialization of new ideas beyond the boundaries of the organization and even beyond the boundaries of the industry.

open innovation

Carroll is head of the human resources department of a large company. As the company seeks to be more flexible in a fast-changing environment, she initiates team training to make the organization more horizontal in the way it functions, which employees are embracing. Carroll has created:

organizational change

Of the five specific tactics that can be used to overcome resistance and more smoothly put changes into action, _____ is the best choice when users need to feel involved.

participation

CTS Plastics makes outdoor furniture. It recently upgraded its processes to include a new resin that gives the furniture a more natural look while helping it to last longer, even with major exposure to sunlight. This _____ will help CTS Plastics be more competitive in the market.

product change

Games Plus puts out a number of online games. Most of its games receive positive reviews, but two of its popular games have received criticism for being "too easy." Games Plus revamped one of the games to make it more challenging, keeping the original version but offering gamers a "Plus Times" version. It plans to do the same thing with several other games. This "Plus Times" version represents a:

product change

A _____ change is a change in the organization's product or service outputs, whereas a _____ change is a change in how the organization does its work.

product; technology

Greenhouse Growers has supplied fresh flowers to numerous florist outlets. It recently adopted software that tracks all purchases, as well as factors in seasonal bumps in orders, weather patterns, and general economic information to better plan its mix of flowers to plant. For Greenhouse Growers, this new software represents a(n):

technology change

Successful companies want to provide training and development opportunities for everyone, but they might particularly emphasize training and development for managers, with the idea that:

the behavior and attitudes of managers will influence people throughout the organization and lead to culture change

An ambidextrous approach to innovation means incorporating structures and processes that are appropriate for both:

the creative impulse and for the systematic implementation of innovations

One of the most frequently used approaches to changing people's mind-sets is:

training

Two specific tools that managers can use to smooth the culture change process are:

training and development programs and organization development

The three distinct stages for achieving behavioral and attitudinal change are:

unfreezing, changing, and refreezing