Management Chapter 10

give employees new information, perspectives, and models for behavior

During Lewin's changing state, managers should

encourage and reinforce desired change in the employees

During Lewin's refreezing stage, managers should

At Toys 4 Tiny Tots, employees know that during December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules are Toys 4 Tiny Tots is an example of an ______ change because workers have experienced it in the past. (They experience it every December)

adaptive

______ is the process by which a company compares its performance with that of high-performing organizations

benchmarking

A ____ often puts organizational development into practice

change agent

In which one of the following situations would OD techniques be the most helpful?

dealing with employee stress that comes form revitalizing an organization or adapting to a merger

The increasing diversity of the American workforce, and the fact that people aged 18-34 are more likely to be living with their parents than with a spouse or partner, are both examples of a ______ force for change

demographic

As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Sharon is conducting the _____ stage of OD

diagnosis

Personal Care Products recently introduced a new acai berry shampoo. Rinn, director of new product development, has just reviewed the dismal results. As it appears that his team adequately researched the product's acceptance by consumers prior to its introduction, he is confused by the outcome. But to keep his team open to innovation, Rinn should _____

foster an innovative culture and climate that permits experimentation, risk taking, and failure

As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. Mark should expect that his employees will be _____

hardly upset or not upset at all

Which of the following is an effective way to deal with change and innovation

have the courage to follow your ideas

Which of the following is not one of the primary uses of OD?

improving recruitment

Which of the following is not a supertrend shaping the future of business?

information becoming a competitive advantage

Northstar Insurance is about to begin using a program that will change the way its adjusters settle insurance claims. Adjusters will be able to complete an adjustment and issue a check right at the scene of the accident. Although employees are uncertain that the new system will work, other insurance agencies have been successful with this approach. At Northstar Insurance, the new program represents ____ change.

innovative

Sparkling Clean, Inc. 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. This system is new to the organization, and it is an example of ____ change.

innovative

Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons because several of its financial competitors have recently begun to offer additional hours to customers. Teachers Credit Union is implementing a ____ change

innovative

_____ change introduced a new practice to an organization but one that is not new to the industry

innovative

"What shall we do about the problem?" is the question that would most likely be asked during the ____ stage of OD.

intervention

Omar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills to function better as a team. Omar is conducting the ____ stage of the OD process

intervention

Which of the following jobs are least likely to be taken over by automation?

knowledge-work jobs that require creativity and problem solving

Which of the following is not a leading reason that employees resist change?

lack of personal ethics

Employees are likely to see an adaptive change as _____

less threatening

Which of the following is an inside force for change?

low productivity and turnover

Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Joan trying to have an impact?

manager's behavior

An innovative change involves ____ complexity, cost, and uncertainty

moderate

_____ is the set of techniques used to implementing planned change to make people and organizations more effective

organizational development

Which of the following is not one of Scott Berkun's seeds of innovation for organizations?

philanthropy

Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a _____ change because Walmart already had a very effective technology tracking system in place before it implemented RFID.

proactive

A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a _____ innovation

process

A technological innovation that improves the performance and speed of a computer's operating system would be considered a _____ innovation

product

A _____ change involves introducing a practice that is new to the industry, such as using drones (rather than delivery trucks) to deliver products to customers

radically innovative

Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a ____ change.

radically innovative

_____ change is made in response to arising problems or opportunities. BP's response to an explosion on a drilling platform in the Gulf of Mexico is an example of this kind of change

reactive

_____ is an emotional/behavioral response to real or imagined threats to an established work routine

resistance to change

Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. General Motors and McDonald's are actively trying to adapt to ______

shareholder, customer, and market changes

Which of the following circumstances is less likely to increase the success of OD

single intervention

Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a ______ advancement or force

technological

which of the following is not a factor that affects the level of resistance to change

the gender of the change agent

In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products; yet small sales, one or two rather than millions of items at a time, can produce big profits. This development is an example of _______

the marketplace becoming more segmented and moving toward more niche products

According to the systems model of change, which of the following is not an input?

the organization's products or services

Lewin's change model consists of _____

three stages: unfreezing, changing, and refreezing

After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70% of the time. The most frequently cited reason was customer service. During which state of Lewin's change model should Mary provide her employees with this information about the problems with customer service?

unfreezing

Which of the following is not a way to encourage and foster innovation?

withholding raises and promotions when innovation attempts don't work out