ch. 10 quiz

Fran's Crazy Salts has just been bought by Allspice. Employees are unsure of what that will mean for their jobs, as Allspice already has a competent workforce. As a result, many employees have started to call out sick and have begun to look for other jobs. Fran's Crazy Salts should use a change agent to address

adapting to mergers

At Toys and Games, employees know that during the December shopping season they are often required to work different schedules, weekend, and overtime. The December work schedules at Toys and Games sis an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December)

adaptive

A ________ often puts organizational development into practice

change agent

What does a manager who is desiring change NOT have control over

change agents

________ refers to customers becoming segmented into smaller and more specialized groups responding to more narrowly targeted commercial messages

demassification

_______ is the process by which a company determines if the intervention made a positive or negative difference

evaluation

Fresh and 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

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

lack of personal ethics

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

organizational development

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

resistance to change

In organizational development, what type of interventions is NOT recommended for use?

single interventions

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

As owner and senior accountant at a tax preparation firm, Ben 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. How does Ben predict the employees will react?

they will hardly be upset or not be upset at all

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

treatment or intervention

Lamar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills so the team can function better. He has observed them working together to solve problems and he has shared the latest customer survey results with them. Lamar is conduction the _______ stage of the OD process.

treatment, or intervention

An example of innovative change is a department store deciding to adopt a new practice used by competitors by staying open 24 hours a day and requiring employees to work flexible schedules, a change that employees are likely to see as moderately threatening.

true

Crowd sourcing is an example of innovation

true

Deliver Fast's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Deliver Fast is in the ________ stage of Lewin's change model.

unfreezing