MAN2021: Chapter 8 (complete)
Feedback
reward informs person whether behavior was appropriate and should be used again
In new venture teams and skunkworks, managers remove employees from the main body of the company in order to give them:
Additional time, space, and freedom for innovation
Which of the following is a characteristic of the large-group intervention model? a. Results in incremental change b. Learning for the small group c. Addresses the entire system d. Gradual time frame e. Limited distribution
Addresses the entire system
Open innovation
extends the search for and commercialization of new ideas beyond the boundaries of the organization.
Managers are concerned that moving to a team-based structure will mean that decisions will be made mostly by their subordinates, reducing the value of the manager job. a. uncertainty b. different viewpoint c. distrust d. self-interest
D
The _____ approach is the most appropriate when users have the power to resist the proposed change.
Participation
Two possible tactics for overcoming resistance to change are coercion and negotiation.
true
When managers engage in a systematic analysis of the organization's internal and external environment, they are engaged in -----.
SWOT analysis
Cyrus's Resort has proposed some major structural changes within their organization. Some of the employees fear that they will lose power with the changes. They begin voicing resistance to the changes. What barrier to change are they exhibiting? a. Disagreements about the benefits b. Self-interests c. A lack of understanding and trust d. Uncertainty e. Goals and rewards
Self-interests
changing
The second stage in Lewin's change model, _____ , occurs when individuals experiment with new behavior and learn new skills to be used in the workplace
This country is becoming a rising power in software design, services, and precision engineering.
india
To be considered an MNC, a company based in the United States earns ---- of its total sales revenues from operations outside the United States.
more than 25%
Top management support
symbolizes to all employees that the change is important for the organization
A change agent is an OD specialist who contracts with an organization to facilitate change
true
A person who sees the need for and champions productive change within the organization is called an idea champion.
true
The communication and education approach for overcoming resistance to change should be used when the change is technical and the users need accurate information and analysis to understand change.
True
change agent
An OD specialist who contracts with an organization to facilitate change
product change
a change in the organization's product or service outputs.
Open innovation
extending the search for and commercializing new ideas beyond the boundaries of the organization and even beyond the boundaries of the industry
A company that treats its resources, products, and people as transcending national boundaries is a ---- company, and it will hire and transfer people for key positions without regard to nationality
geocentric
Employees do not trust the company to listen respectfully to their ideas or provide them with growth opportunities.
organizational development
The communication and education approach for overcoming resistance to change should be used when the change is technical and the users need accurate information and analysis to understand change
true
Last week, a gift shop's employees heard their longtime store manager announce that she is leaving. Now they've read an announcement on the bulletin board that a manager of a store in another state, whom they know nothing about, will be their new manager. They are wondering whether the new manager will be as respectful, empowering, and fun as their old manager. a. uncertainty b. different viewpoint c. distrust d. self-interest
A
to innovation depends on getting new ideas from a company's existing employees, as do internal innovation contests
Bottom-Up Approach
Which approach to change implementation should be used when a crisis exists?
Coercion
How does a lack of understanding and trust make employees resistant to change?
Employees often distrust the intentions behind a change or do not understand the intended purpose of a change. If previous working relationships with an idea champion have been negative, resistance may occur.
What were the eight change steps recommended by Professor Kotter?
Establish a sense of urgency > Form a powerful coalition of managers > Create a vision > Communicate the vision > Empower others > celebrate short-term improvements > reassess and make necessary adjustments > Articulate
Three innovation strategies are:
Exploration Cooperation Entrepreneurship
As a manager for a company that is looking to expand to India, what should your company focus on? Check all that apply.
Information technology Research and development opportunities
How does self interest make employees resistant to change?
People typically resist a change they believe conflicts with their self-interests. A proposed change in job design, structure, or technology may increase employees' workload, for example, or cause a real or perceived loss of power, prestige, pay, or benefits. The fear of personal loss is perhaps the biggest obstacle to organizational change.
Mergers/acquisitions, organizational decline, and conflict management are the three types of current problems that organizational development managers face.
True
In 2010, the country announced a $22 billion investment in science and technology innovation.
brazil
Managers who are analyzing how best to compete within a given industry are concerned with ---strategy.
business level
A company has strong __________ if it continuously seeks new ideas from customers and from looks for ways to use new technologies.
external coordination
As an organization becomes more mechanistic, its communication flow becomes ---- vertical.
more
Typically set by frontline managers, ----- are the precise, measurable outcomes expected from departments, work groups, and individuals.
operational goals
To increase the company's overall capacity to adapt to its environment, ----- would be appropriate.
organizational development
The large-group intervention organizational development model leads to .
rapid transformation
More and more work has been moved into Katie's job, and she has kept up with the workload. During her last two performance evaluations, her manager said she deserved to be in a higher pay grade because her responsibilities had grown, but her manager never followed through. Now another position has been eliminated, and her manager is giving Katie most of that person's work. Katie has decided to give her new tasks a very low priority.
self interest
Based on data on how long people wait before hanging up, the manager decides the maximum time on hold should be 90 seconds.
setting a goal
Organizational change refers to the adoption of a new idea or behavior by an organization.
true
A pool of twelve contingent call center workers who work at home will be hired and trained before April 15. These employees can be activated anytime hold times threaten to exceed 90 seconds.
developing an action plan
In order to ensure the company's success, the CEO of Hangout, a new social media interface that connects individuals and facilitates web-based "hangouts'' between individuals, has had to be highly creative in order to compete with dating sites. One of the managers has just come up with the idea of hosting real-time activities in various locations, such as speed dating, or bowling night to further enhance the company's mission. She is also able to rally enough support behind the idea and begins to work with her team to orchestrate the idea. Which of the innovation strategies for changing products and technologies is implemented here?
Innovation roles
What are the typical four roles in organizational change?
Inventor, champion, sponsor, & critic
What is open innovation?
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.
The Oriental Trading Company uses a cost leadership strategy. It has a "110% Lowest Price Guarantee," which says that if a customer can provide an advertisement with a lower price from another company, the Oriental Trading Company will refund 110% of the difference in price. The Oriental Trading Company will be more effective if it has a ------ structure.
a mechanistic
Confrontation, authoritarianism, and disciplined exploration are characteristics of the creative individuals
false
Lack of trust is perhaps the biggest obstacle to organizational change.
false
Organizational change and innovation are only prompted by external forces such as customer demands and market competition.
false
People change starts with training everyone in the organization
false
need for change
A disparity between existing and desired performance levels
What is a fast cycle team?
A fast-cycle team is a multifunctional, and sometimes multinational, team that works under stringent timelines and is provided with high levels of resources and empowerment to accomplish an accelerated product development project.
After every quarterly board meeting, Bernice's Bracelets, Inc. announces big changes. They usually do not follow through on these changes. What is causing this lack of enthusiasm? a. Disagreements about the benefits b. Self-interests c. A lack of trust d. Goals and assessments e. Competitors
A lack of trust
unfreezing
A step in the diagnosis stage of organizational development in which participants are made aware of problems in order to increase their willingness to change their behavior
refreezing
A step in the reinforcement stage of organizational development in which individuals acquire a desired new skill or attitude and are rewarded for it by the organization
team building
A type of OD intervention that enhances the cohesiveness of departments by helping members learn to function as a team
You have recently been promoted, and your decisions will have a greater impact on your organization than before. Even if you try hard to make good decisions, what factors may contribute to poor outcomes? Check all that apply.
-Colleagues may have different opinions about how to solve the problem or even what the problem is. -Conditions change, so the future environment may not be the same as the current one. -Information may be incomplete or contradictory, requiring some guesswork.
exploration
The innovation strategy for changing products and technologies that involves designing the organization to encourage creativity and the initiation of new ideas
survey feedback
A type of OD intervention in which questionnaires on organizational climate and other factors are distributed among employees and the results
Describe the third strategy-Entrepreneurship
Finally, entrepreneurship means that managers put in place processes and structures to ensure that new ideas are carried forward for acceptance and implementation. Idea Champions; New Venture Teams; Skunkworks; & New Venture Fund
skunkwork
a separate small, informal, highly autonomous, and often secretive group that focuses on breakthrough ideas for the business.
new-venture team
a unit separate from the rest of the organization and is responsible for developing and initiating a major innovation.
The __________ approach means incorporating structures and processes that are appropriate for both the creative impulse and the systematic implementation of innovations.
ambidextrous
The most difficult decision-making situation is ---- , because the problem to be solved is unclear, alternatives are difficult to define, and information about outcomes is unavailable.
ambiguity
Not satisfied with the status quo, ------- identifies opportunities for change and promotes innovation in the organization, helping to overcome resistance.
an idea champion
On September 30, the manager reports that call center hold times for the summer construction season averaged 42 seconds, with 30 percent of all calls not being put on hold at all but 2 percent of calls exceeding 90 seconds of hold time. The plan is rated mostly successful.
appraising performance
Creative organizations:
are loosely structured
For each example, select the decision style that most closely corresponds to it. When making a decision, Josie likes to talk to people one on one to find out how the decision will affect them.
behavioral
After every quarterly board meeting, Bernice's Bracelets, Inc. announces big changes. They usually do not follow through on these changes. What is causing this lack of enthusiasm? a. Disagreements about the benefits b. Self-interests c. A lack of trust d. Goals and assessments e. Competitors
c
The _____ approach is the most appropriate when users have the power to resist the proposed change. a. negotiation b. top management support c. participation d. coercion e. education
c
Which of the following is a characteristic of the large-group intervention model? a. Results in incremental change b. Learning for the small group c. Addresses the entire system d. Gradual time frame e. Limited distribution
c
All of the following are characteristics of creative organizations except:
centralilzation
People
change is a change in the attitudes and behaviors of a few employees in the organization.
Because of the sometimes hostile regulatory environment, cultivating relationships with local officials is important.
china
Apple has traditionally been known for a _____ approach, in which it generated its own ideas in house and then developed, manufactured, marketed, and distributed the products
closed innovation
_____ schedule materials to arrive at a company just as they are needed on the production line. a. Mass customization systems b. LIFO systems c. First-in, first-out systems d. Just-in-time inventory systems e. Last-in, first-out systems
d
Several cable companies, including Time Warner, are under tremendous pressure to identify new strategies that will help them stay relevant and competitive in the market. Cable companies not only have to compete with each other, but also the Internet, because customers are able to watch their favorite shows online through companies like Netflix and Hulu. The process by which online streaming expands to the point where it annihilates the cable industry is an example of:
disruptive innovation
_____ is NOT a type of current problem that organizational development can help address. a. Mergers b. Acquisitions c. Diversification d. Organizational decline e. Conflict management
diversification
High-Low Productions recently appointed 75 employees and external stakeholders to a temporary group that would discuss problems and opportunities, and would gather perspectives on changes that need to take place within the company. High-Low Productions is utilizing which organizational change tool? a. Organizational development b. Skunkwork c. Telecommuting d. Focus group e. Large-group intervention
e
In an effort to justify a prior decision, managers may be prone to ------ , in which they "put good money after bad." It is important to avoid this tendency by being willing to ------ when the evidence shows it is failing.
escalating commitment, to end a project
A company has strong -----if it continuously seeks new ideas from customers and from looks for ways to use new technologies.
external coordination
Managers who use evidence-based decision making rely on --- rather than on -----
facts, rules of thumb
Restraining forces can be thought of as problems or opportunities that provide motivation for change within the organization
false
Survey feedback enhances the cohesiveness and success of organizational groups and teams.
false
Team-building activities are only useful when teams are new and are in the formative stages of development.
false
One of the reasons staff resist organizational change is because with change sometimes comes a new set of goals and assessments. A reason why a television producer might resist organizational change within the company she works for, specifically as it relates to different assessments and goals, is because:
her director wants to pilot a new show that she thinks will fail.
The __________ shows the importance of combining the efforts of various departments to develop and contribute to new products and technologies.
horizontal linkage model
Culture
is a major shift in the norms, values, attitudes, and mindset of the entire organization
An ambidextrous approach means incorporating structures and processes that are appropriate for both the creative impulse and for the systematic implementation of innovations
true
In some cases, large, established companies buy small startup accompanies in order to obtain their products, services, and talent; this is one approach to innovation.
true
Mergers/acquisitions, organizational decline, and conflict management are the three types of current problems that organizational development managers face.
true
Organizational development involves the application of behavioral science techniques to improve an organization's effectiveness and success.
true
The horizontal linkage model is increasingly important in high pressure business environments that require rapidly developing and commercializing products and services.
true
On April 1, the manager sees that nine contingent call center workers have been hired and completed training. On June 30, call center data show 5 percent of calls are on hold for more than 90 seconds.
reviewing process
critic
role in organizational change involves providing a "reality test."
Taco Bell and McDonald's are considering adding kiosks in restaurants for customers to place their orders. This __________ will hopefully make the ordering process more efficient and increase accuracy.
technology change
What are the two strategies that can be used to combat employee resistance to change?
the analysis of resistance through the force-field technique and the use of selective implementation tactics to overcome resistance.
large-group intervention
An approach that brings together participants from all parts of the organization (and may include key outside stakeholders as well) to discuss problems or opportunities and plan for major change
In the unfreezing step, participants must be made aware of problems and be willing to change
true
Sandbox Sally's, Inc. is making some changes to the work schedules of its employees. Some of the employees are not happy with the changes. As their manager, Harry tells them that they can accept it or leave. What approach to change implementation is Harry using?
Coercion
Gabe works for an entertainment company that has a robust offering of services for artists, including marketing, business, fashion, and social media promotion. The company employs a horizontal-linkage model so artists can have a one-stop shop experience. Which of the following is probably a benefit of the horizontal linkage model?
It encourages the pooling of resources.
The chief advantage of bottom-up approaches and internal innovation contests is that both of these techniques:
Solicit new ideas from existing employees
Public Health Media develops interactive health interventions for adolescent youth. Their most effective programs have been those that incorporate theories and frameworks from different fields. If the company wants to develop another successful product, what would be best course of action to take?
They should use open innovation.
Shanice has real strengths in visualizing the benefits of new ventures. She also has a knack for supporting these ventures politically. Shanice is an excellent example of which of the following
an idea champion
idea incubator
an in-house program that provides a safe harbor where ideas from employees throughout the organization can be developed without interference from company bureaucracy or politics.
Cyrus's Resort has proposed some major structural changes within their organization. Some of the employees fear that they will lose power with the changes. They begin voicing resistance to the changes. What barrier to change are they exhibiting? a. Disagreements about the benefits b. Self-interests c. A lack of understanding and trust d. Uncertainty e. Goals and rewards
b
Explain the use of selective implementation tactics to overcome employee resistance to change.
basically: communication and education
Technology
change is related to the organization's production process, i.e., how the organization does its work.
A manager is engaged in ----- if he seeks to persuade other managers to support a certain course of action.
coalition building
For each example, select the decision style that most closely corresponds to it. Kyle prefers to base decisions on lots of data, both objective data from information systems and qualitative data from people.
conceptual
Organizational change
defined as the adoption of a new idea or behavior by an organization.
A school system is implementing a new series of standardized tests to evaluate how much students are learning. However, many teachers believe that the tests do not measure important content and skills and believe the tests are a waste of the school system's money.
different viewpoint
For each example, select the decision style that most closely corresponds to it. Bill prefers simple, clear-cut solutions to problems.
directive
Andy contrasts Barcelona restaurants with other establishments where employees are "told how to answer a phone and how to set a table and how to greet guests and it's all in giant books that they have to memorize." Barcelona's more relaxed work rules could help it achieve:
relational coordination
Dayonara has recently been hired as part of a small, creative team for a new software company to develop user-friendly accounting tools for young entrepreneurs. If all goes well, this project will secure the company's future in the market. While the company's headquarters are located in Chicago, Dayonara's new team will have private facilities in Simi Valley, California and will not be subject to the same regulations as the Chicago office. Dayonara is most likely joining a(n):
skunkworks.
Creativity
the generation of novel ideas that may meet perceived needs or respond to opportunities for the organization.
An idea incubator is in-house program that provides a safe harbor where ideas from employees throughout the organization can be developed without interference from company bureaucracy or politics.
true
The first stage in achieving behavioral and attitudinal change is:
unfreezing
idea champion
is a person who sees the need for and champions productive change within the organization.
The _____ shows that the research, manufacturing, and sales and marketing departments within an organization simultaneously contribute to new products and technologies. a. crowdsourcing model b. innovation by acquisition strategy c. bottom-up approach to innovation d. horizontal linkage model
d. horizontal linkage model
At MultiMarkets, a chain of retail stores, top management decided to respond to the growing challenge of online retail websites with ----- , using planning experts to help store managers develop their own plans.
decentralized planning
The idea in the large-group intervention is to get a sample of people who may have an interest in the organization, gather perspectives from the selected parts of the system, and allow the sample to create a collective future.
false
---- has the second largest population in the world and is a major source of technological and scientific brainpower.
india
The acceptance of mistakes, the freedom to discuss ideas, and the assignment of non-specialists to problems are characteristics of creative organizations or departments.
true
The disparity between existing and desired performance levels is the need for change
true
Training is one of the most frequently used approaches to changing people's mindsets
true
Employees have heard that their company is merging with another company, but management has not made any announcements about how the merger is expected to affect what products the company makes and how it makes them or what the likely effect on the bottom line will be. Employees aren't sure whether the merger will be positive for the firm or not.
uncertainity
The acceptance of mistakes, the freedom to discuss ideas, and the assignment of nonspecialists to problems are characteristics of creative organizations or departments.
True
How does uncertainty make employees resistant to change?
Uncertainty is the lack of information about future events. It represents a fear of the unknown. Uncertainty is especially threatening for employees who have a low tolerance for change and fear anything out of the ordinary. They do not know how a change will affect them and worry about whether they will be able to meet the demands of a new procedure or technology.
You work for a company whose mobile apps help children with various kinds of learning disabilities complete schoolwork more easily. Your company markets its products primarily to parents, but it is beginning to approach school system administrators and teachers about using the software in the classroom. Currently, the research department determines what kinds of apps to make, the software development department makes the apps, and the marketing department sells the apps. To be competitive, it is necessary to constantly update products to reflect the latest learning science research and users' preferences. Your boss has read about the horizontal linkage model, shown above, and asks you how it might help the company innovate more effectively. If the company uses the horizontal linkage model, how can the software development department expect to do its work? Check all that apply. A. Software development employees will receive customer feedback about whether the products are helpful to students. B. Software development employees will have opportunities to tell the research and marketing departments if a new product idea cannot be brought to market in a timely or cost-effective manner. C. Instead of getting orders from the top management about what products to make, based on what the research department recommends, software development employees will participate on teams that collect data and make decisions. D. The software development department will not have contact with people and ideas outside the organization, such as educational think tanks and open source app developers.
A, B, C
How does different assessments and goals make employees resistant to change?
Another reason for resistance to change is that people who will be affected by an innovation may assess the situation differently from an idea champion or new-venture group. Critics frequently voice legitimate disagreements over the proposed benefits of a change. Managers in each department pursue different goals, and an innovation may detract from performance and goal achievement for some departments.
The lead singer of the Painted Rozez and the band's agent think the band should tour more, and they have booked a number of gigs across the country. However, the other band members think they would reach a wider audience and make more money by staying in town and recording another album. a. uncertainty b. different viewpoint c. distrust d. self-interest
B
In the traditional organizational development model, work is done:
By individuals and in small groups
More and more work has been moved into Katie's job, and she has kept up with the workload. During her last two performance evaluations, her manager said she deserved to be in a higher pay grade because her responsibilities had grown, but her manager never followed through. Now another position has been eliminated, and her manager is giving Katie most of that person's work. Katie has decided to give her new tasks a very low priority. a. uncertainty b. different viewpoint c. distrust d. self-interest
C
When trying to overcome the resistance for change, which approach is best suited when change is technical?
Communication
You are thinking about starting a new organization to design and deliver fashionable touchscreen accessories. But you want your company to be maximally creative. Which of the following organizational principles would help to make your company more innovative? Check all that apply.
Contact with outsiders: employees regularly meet with people who are not part of the organization Decentralization: letting everyone control their own work and having few layers of management Freedom: the ability to choose which problems to work on and how to address them
reverse innovation
Creating innovative, low-cost products for emerging markets and then quickly and inexpensively repackaging them for sale in developed countries.
a theory that organizes human needs into the categories of existence, relatedness, and growth > Clayton Alderfer proposed this modification of Maslow's theory in an effort to simplify it and respond to criticisms of its lack of empirical verification.
ERG theoru
What are three critical innovation strategies for changing products and technologies?
Exploration; Cooperation & Entrepreneurship
_____ schedule materials to arrive at a company just as they are needed on the production line. a. Mass customization systems b. LIFO systems c. First-in, first-out systems d. Just-in-time inventory systems e. Last-in, first-out systems
Just-in-time inventory systems
Explain the analysis of resistance through the force field technique as a strategy for employee resistance to change.
Kurt Lewin > driving forces vs restraining forces > by selectively removing forces that restrain change, the driving forces will be strong enough to enable implementation
All the employees at Agyris Fence, Inc. were sad when Mr. Agyris, the founder of the company, died. The remaining Agyris managers decided that the company needed new ideas, so they hired Mr. Solaris, the CEO of a rival fencing company, to run the firm. Mr. Solaris changed many things, including the firm's target market. Before, Agyris sold mostly residential fencing. Now, Mr. Solaris wants all of the employees to focus on selling fences to businesses and corporations. Employees think that Mr. Solaris is trying to reduce competition for his old company, and they are not happy about the change. The most likely cause of resistance to change in this situation is:
Lack of trust between employees and management
High-Low Productions recently appointed 75 employees and external stakeholders to a temporary group that would discuss problems and opportunities, and would gather perspectives on changes that need to take place within the company. High-Low Productions is utilizing which organizational change tool? a. Organizational development b. Skunkwork c. Telecommuting d. Focus group e. Large-group intervention
Large-group intervention
The president of Digital Girls Inc, a startup committed to teaching young girls from urban areas how to code and develop computer-based programs and applications, wants to restructure the organization and refocus its mission to ensure that the most needy segment of their target population is accessing their free services. The president meets with all 75 of its managers, board members, and staff, and for several days, they work with an organizational development professional to identify best practices and new models to deliver their services. The model demonstrated here is an example of which of the following?
Large-group intervention
In some years, weather patterns have caused there to be few fish in local lakes, and anglers have gone elsewhere. Also, invasive carp are threatening the lakes and may someday cause fish stocks to drop indefinitely. How should these facts impact Dave and Betsy's planning?
They should develop a contingency plan in case few anglers book rooms.
What is organizational development?
Organization development (OD) is a planned, systematic process of change that uses behavioral science knowledge and techniques to improve an organization's health and effectiveness through its ability to adapt to the environment, improve internal relationships, and increase learning and problem-solving capabilities. OD 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 design influences the level of creativity expressed in a company. More creative companies hire a wide range of sometimes eccentric employees, give them the freedom to make mistakes, limit the rules that govern their behavior, and reward them for having creative ideas, not just for profitable results.
Solicit new ideas from existing employees
As a result of the restraining forces a cookware company, Plated Inc., is experiencing, the CEO decides to implement some changes at the managerial levels within each department. He decides that restructuring each of the departments will drive growth and company expansion. Initially, managers attempt to use education as a tool to overcome staff resistance; however this does not work. Managers then decide to use coercion, but the CEO does not approve. Which of the following strategies would be best implemented in this example?
Top management support
A person who sees the need for and champions productive change within the organization is called an idea champion.
True
In the unfreezing step, participants must be made aware of problems and be willing to change.
True
organizational development
The application of behavioral science knowledge to improve an organization's health and effectiveness is known as _____ .
As the Board of Governors of the American Red Cross considers planning, one option is to make strategic plans and then direct managers to align tactical and operational plans accordingly. Another option is to have planning specialists help managers across the organization make their own plans. Why might this organization's executives opt for the latter approach? Check all that apply.
The environment is a dynamic one, and department and frontline managers can come up with more responsive plans than can central leadership. When managers come up with their own plans, they are likely to be more committed to following through on them.
cooperation
The innovation strategy for changing products and technologies that involves creating conditions and systems to facilitate internal and external coordination and knowledge sharing
innovation roles
The innovation strategy for changing products and technologies that involves managers putting in place processes and structures to ensure that new ideas are carried forward for acceptance and implementation
horizontal linkage
The model is an approach to product change that emphasizes shared development of innovations among several departments.
refreezing
The reinforcement stage of organization development in which individuals acquire a desired new skill or attitude and are rewarded for it by the organization.
