Mgt ch10

Which of the following is NOT a self-affirmation?

"I am right, and I can do it the way I please."

When it comes to learning from failure in the innovation process, Pixar President Ed Catmull said,

"Mistakes are inevitable consequence of doing something new and should be seen as valuable."

self-compassion

"gentleness with yourself"

Which statement about the need for faster speed-to-market is NOT true?

-Achieving faster speed-to-market requires skipping consumer trials. -Pop-up stores are an ineffective way to increase speed-to-market. -Faster speed-to-market is only possible for small companies.

How do organizational consultants carry out a diagnosis?

-By consulting company records -By attending meetings and performing direct observation -By using surveys and questionnaires

Which of the following is NOT an adaptive change in an organization?

-Introduction of a method that is new to the organization -Introduction of a technique that is new to the organization's industry -Introduction of an innovative change by an organization's top management

What are supertrends that are currently affecting the future of business?

-The way we work is being impacted by offshore suppliers. -Competitive advantage is coming increasingly from knowledge, not information.

Which statement about organizational development is NOT true?

-Training is the most successful type of organizational development intervention. -Single interventions are generally more effective than multiple interventions. -It best to master one intervention and use it in all situations.

Match the stage of Lewin's Change Model with its description.

-Unfreezing: Creating the motivation to change -Changing: Introducing new information, perspectives, and models of behavior -Refreezing: Supporting and reinforcing the new behavior

Two things are important to realize:

1. Any change made in each and every target elements will ripple across the entire organization 2. All organization change ultimately affects the people in it and vice versa

Forces Originating outside the Organization

1. Demographic characteristics 2. Technological advancements 3. Shareholder, customer, and market changes 4. Social and political pressures

Steps in the OD model

1. Diagnosis 2. Intervention 3. Evaluation 4. Feedback

Resistance can be considered to be the interaction of three causes

1. Employee characteristics 2. change agent characteristics 3. the change agent-employee relationship

The focus on innovation

1. Improvement innovations enhance or upgrade an existing product, service, or process 2. New-direction innovations take a totally new or different approach to a product, service, process, or industry

Ten Reasons Employees Resist Change

1. Individual's Predisposition Toward Change 2. Surprise and Fear of the Unknown 3. Climate of Mistrust 4. Fear of Failure 5. Loss of Status or Job Security 6. Peer Pressure 7. Disruption of Cultural Traditions or Group Relationships 8. Personality Conflicts 9. Lack of Tact or Poor Timing 10. Nonreinforcing Reward Systems

OD is most apt to be successful under the following circumstances

1. Multiple Interventions 2. Management Support 3. Goals Geared towards both long-term and short-term results 4. OD is affected by culture

the four target elements of change (the four levers are):

1. People -- their knowledge, ability, attitudes, motivation, and behavior 2. organizational arrangements -- such as policies and procedures, roles, structure, rewards, and physical setting 3. Methods -- processes, work flow, job design, and technology 4. Social factors -- culture, group processes, interpersonal interactions, communication, and leadership

Organizations can foster innovation by focusing on four agility techniques:

1. Place more emphasis on people than on processes or tools 2. Be responsive to change rather than following a detailed plan 3. Develop and test prototypes rather than focusing on documentation 4. Collaborate with customers rather than adhering to rigid contracts

There are two different ways to apply the systems model of change

1. an aid during the strategic planning process 2. uses it as a diagnostic framework to identify the causes of an organizational problem and propose solutions

Readiness has four compenents:

1. how strongly the company needs the proposed change 2. how much the top managers support the change 3. how capable employees are of handling it 4. how pessimistic or optimistic employees are about the consequence of the result

Forces Originating Inside the Organization

1. human resource concerns 2. managers' behavior

Place the steps of force-field analysis in order, with the first step at the top.

1. identify the thrusters and counterthrusters 2. Remove the negative forces 3. Increase the positive forces if necessary

Seven components of an innovation system

1. innovation strategy 2. committed leadership 3. innovative culture and climate 4. required structures and processes 5. necessary human capital 6. practices and procedures 7. appropriate resources

The systems model of change consists of three parts

1. inputs 2. target elements of change 3. outputs

OD can be used to address the following three matters

1. managing conflict 2. Revitalizing organizations 3. Adapting to mergers

Supertrends shaping the future of business

1. the marketplace is becoming more segmented 2. competitors offering specialized solutions require we get our products to market faster 3. some companies are unable to survive disruptive innovation 4. offshore suppliers are changing the way we work 5. knowledge, not information, is becoming the new competitive advantage

Force Field Analysis

A technique for determining which forces drive a proposed change and which forces restrain it.

Which type of change implementation makes employees feel the least threatened?

Adaptive change

B corporation

Also know as a benefit corporation, in which the company is legally required to adhere to socially beneficial practices, such as helping consumers, employees, or the environment

Which statement about human capital and innovation is true?

Certain employee characteristics, such as intrinsic motivation and creativity, are positively associated with innovation.

What are two factors that contribute to resistance to change?

Change agent characteristics Employee characteristics

What is likely to result in employee resistance to change?

Changes that are introduced in an insensitive manner

Which statement about the need for faster speed-to-market is true?

Competitors may be in and out of the market within days.

negative forces

Counter-Thrusters

readiness for change

Defined as the beliefs, attitudes, and intentions of the organization's staff regarding the extent of the changes needed and how willing and able they are to implement them.

Factors such as the increasing number of women in the workforce and the growing number of older workers exemplify which force for change outside the organization?

Demographic characteristics

What is the first step in organizational development?

Diagnosis

Match each step in the organization development process with the type of question that it answers.

Diagnosis: What is the problem? Intervention: What should we do about it? Evaluation: How well has the intervention worked? Feedback: How can the diagnosis be further refined?

What is a common cause of employee resistance to change?

Disruption of group relationships Personality conflicts

Which of the following is a demographic characteristic that is a force for change outside the organization?

Education

What is achieved by integration of innovation activities into business strategies?

Employees feel committed to innovation in the organization. Management is encouraged to dedicate resources to innovation.

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

Evaluation

Which statements about rewards and innovation goals are true?

Extrinsic reward receipt needs to be tied to creativity and innovation. Reward systems should be aligned with innovation goals.

True or false: Management support has little effect on the success of organizational development.

False

True or false: Organizational development is used to hire new executives.

False

Ted's company has recently reorganized. He has been reassigned into a new role for which he feels unprepared, and he is not sure that he can handle his new responsibilities. Which of the following best describes the reason why Ted is resisting the change?

Fear of failure

What is the last step of the organizational development process?

Feedback

At Hudson Food Company, managers permit experimentation, risk taking, and tolerate failure. Which step of supporting innovation does this represent?

Fostering an innovative culture and climate

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

Have flexibility and adaptability.

What is the first step in force-field analysis?

Identifying the thrusters and counterthrusters

Which of the following are among the seven methods of fostering innovation?

Institute the necessary human resource policies, practices, and procedures Establish the required structure and processes Get commitment from top managers Create an innovation strategy

How do you know if a company fosters an innovative culture and climate?

It allows for experimentation, failure, and risk taking.

Which of the following are true about a self-affirmation?

It is way of getting rid of negative thoughts It is a positive statement that helps you focus on goals

Krystal works in the cosmetic industry. She is tasked with creating new perfumes, colognes, and lipstick colors annually. Her daughter has asked her to come to her school and present at career day, as she thinks what her mom does is cool and fun. How will Krystal describe what her mom does?

Krystal will say she is a product innovator.

What are common reasons that employees resist change?

Loss of status or job security Fear of the unknown Peer pressure

Which is a purpose of organizational development?

Managing conflict

Demand for organic foods has increased dramatically as Americans become aware of the effects of pesticides and other harmful chemicals in food. This exemplifies which force for change outside the organization?

Market changes

What type of structure is best suited to innovation?

Organic

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

Organizational development

During which stage of Lewin's change model should managers encourage employees to exhibit the new behaviors and then reinforce employees making the desired change?

Refreezing

What are the stages of the Lewin model for change?

Refreezing Changing Unfreezing

Which of the following is an adaptive change in an organization?

Reintroduction of a practice familiar to the organization

What are three things that can help you achieve more self-compassion?

Remember you are not alone. Engage in mindfulness meditation. Practice self-kindness.

What are matters that can be addressed by organizational development?

Revitalizing organizations Adapting to mergers Managing conflict

Which of the following BEST describes "demassification"?

Segmenting customer groups into smaller, more specialized groups

What are the four target elements of change?

Social factors Organizational arrangements Methods People

Suppose a soft-drink company, Soda Pops, is conducting a force-field analysis to determine which forces could facilitate a proposed change (the introduction of a new black cherry soda) and which forces could act against it. Which of the following would Soda Pops consider a counterthruster?

Soda Pops has never been able to gain any significant market share outside of the Northwest.

Which statement about organizational development is true?

Successful organization development usually involves multiple interventions.

Tameka's company is introducing a new invoicing and billing system. As Tameka is presenting the new system to the accounting team, she is careful to explain why the changes are important. By the time she is done, the accounting team has shown their acceptance of the new procedures. This is likely because ______.

Tameka has used tact

What are the three parts of a systems model of change?

Target elements of change Outputs Inputs

What happens during the last step of the organizational development process?

The diagnosis and intervention are further refined if the problem was not solved.

What are likely to cause resistance to change?

The potential for loss of status Fears about job security

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.

Positive forces

Thrusters

True or false: Multiple organizational development interventions have been found to work better than single interventions.

True

What are companies doing to respond effectively to increasing segmentation of the marketplace?

Using more narrowly targeted marketing messages

When is organizational development most likely to be successful?

When goals are tied to both short-term and long-term results

When is organizational development most likely to succeed?

When it is supported by top managers

product innovation

a change in the appearance or the functionality/performance of a product or a service or the creation of a new one

process innovation

a change in the way a product or service is conceived, manufactured, or disseminated

innovation system

a coherent set of interdependent processes and structures that dictates how the company searches for novel problems and solutions, synthesizes ideas into a business concept and product designs, and selects which projects get funded.

Companies that take too long to commercialize their products may fail to capitalize on

a narrow window of opportunity before competitors swoop in

Laila loves her immediate supervisor, her co-workers, and her job, but she does not like her supervisor's boss, Hamid. When he decides to institute some new policies that impact Laila, she is automatically resistant. This is most likely due to ______.

a personality conflict

self-affirmations

a positive statement about oneself

disruptive innovation

a process by which a product or service takes root initially in simple applications at the bottom of a market and then relentlessly moves up market, eventually displacing established competitors

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, weekends, and overtime. The December work schedules at Toys and Games is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.)

adaptive

Least threatening change

adaptive

Three kinds of change

adaptive, innovative, radically innovative

To promote innovation, organizational structure and internal process should foster ______.

agility collaboration cross-functional communication

innovation strategy

amounts to a plan for being more innovative, requires a company to integrate its innovation activities into its business strategies.

An innovative culture is a place where failures are ______ the organization's culture.

an accepted part of

intervention

an attempt to correct the diagnosed problem

resistance to change

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

Marketing messages may even be shaped by

artificial intelligence

Managers can reduce mistrust and resistance to change by ______.

being open and honest about changes

A _______ often puts organizational development into practice.

change agent

The person who is a catalyst in helping an organization change is the ______.

change agent

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

change agents

Leadership style, personality, tactfulness, and sense of timing are all _____ characteristics that can contribute to employee resistance to change.

change-agent

Organizational structure and internal processes can promote innovation if they foster

collaboration, cross-functional communication, and agility

Organizational development can be used to manage ______ within an organization.

conflict

One assumption of a systems approach to change is that change ______.

creates a ripple effect through an organization

Organizational development (OD) can help organizations to revitalize themselves by assisting them with:

dealing with stress opening communication fostering innovation

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(n) ______ force for change.

demographic

Organizational _____ is a set of techniques for implementing planned change to make people and organizations more effective.

development

Managers use the four levers of targeting elements of change to ______.

diagnose problems

As an OD consultant, Mika is designing a survey of employee attitudes to be given to workers at Hope Urgent Care, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Mika is conducting the ______ stage of OD.

diagnosis

Inessa has worked as part of a four-person development team for several years. Recently, however, one of her coworkers transferred to a different office and a replacement was hired. Inessa and her other long-term teammates are having a hard time accepting the new employee. This is most likely due to ______.

disruption of the group relationship

The introduction of the DVD-by-mail business model by Netflix changed the video rental business and caused the demise of Blockbuster Video. This is an example of ______.

disruptive innovation

The process through which a product or service takes root initially in simple applications at the bottom of a market and then moves up, eventually displacing established companies, is referred to as ______.

disruptive innovation

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

emphasizing processes and tools

changing stage

employees need to be given the tools for change: new information, new perspectives, new models of behavior

refreezing stage

employees need to be helped to integrate the changed attitudes and behavior into their normal ways of doing things

During Lewin's refreezing stage, managers should

encourage and reinforce the desired change in the employees.

Sometimes changes on the job are intimidating and lead to self-doubt. In this case, employees are most likely to resist change due to _______.

fear of failure

The technique used to determine which forces could act for a proposed change and which forces could act against it is referred to as ______.

force-field analysis

Salon Products recently introduced a new all-natural shampoo. Logan, 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, Logan should

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

Self-compassion is best described as ______.

gentleness with yourself

During Lewin's changing stage, managers should

give employees new information, perspectives, and models for behavior.

Miriam's mother was in the army, so as a child, Miriam moved a lot. It was rare for her to spend more than a year in any location, which meant she was always the new girl in school and had a hard time making friends. She was often lonely and unhappy as a result. Recently, Miriam's company decided to move into a new building and reorganize the different departments. Miriam is likely to be resistant to this change because ______.

her childhood predisposed her to dislike change

Matthias wants to change the reward system to be more team-focused and less individual-focused. He has met with managers at each level, put out an e-mail blast to all employees so no one would be expecting the employee of the month announcement, and he posted the criteria that would be evaluated by a team for the reward. He thought he had covered all of his bases, so when he received an anonymous e-mail from an upset employee about the change, he was caught off guard. What did Matthias NOT realize would be an impact of the change?

how any change he made would have an impact across the entire organization

People's reaction to change depends largely on ______.

how they were taught to handle change as children

The productive potential of a company's employees' knowledge, experience, and actions is known as its ______ capital.

human

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

improving recruitment

Which of the following is NOT an inside force that indicates organizational change might be needed?

increased competition

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

information becoming a competitive advantage

The process of creating something new that can be applied profitably is referred to as ______.

innovation

A plan for being innovative that requires a company to integrate its innovation activities and business strategies is a(n) ______.

innovation strategy

A set of interdependent processes and structures that dictate how a company seeks out problems and solutions, synthesizes ideas into a business concept and product design, and chooses projects for funding is a(n) ______.

innovation system

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

South Beach 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 South Beach Insurance, the new program represents ________ change.

innovative

In the organizational development process, an attempt to correct a problem is called ______.

intervention

The second step in the organizational development process, ______, is the attempt to correct the diagnosed problems.

intervention

radical innovative change

involves introducing a practice that is new to the industry

technology

is not just computer technology; it is any machine or process that enables an organization to gain a competitive advantage in changing materials use to produce a finished product

Andre's company is restructuring, and he is unhappy about it. As a result of the restructuring, Andre will be managing four employees instead of nine. He is most likely resistant to the change because it ______.

is resulting in a loss of status

Innovation

is the creation of something new that makes money; it finds a pathway to the consumer

Employees are more likely to resist change if ______.

it is a surprise

Despite the increase of automation, which jobs are on the rise?

knowledge work jobs

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

lack of personal ethics

Which of the following is an inside force for change?

low productivity and turnover

reactive change

making changes in response to problems or opportunities as they arise

unfreezing stage

managers try to instill in employees the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation

Innovations must be ______.

novel

Innovations must be

novel and useful

Min's company is implementing a new product approval system that is far more complex and restrictive than the old system. This will not affect Min directly because she is in the marketing department, but it will affect her friend Tyler, who is in the Research and Design department. As a result, Min speaks out against the new system. This is an example of resistance to change due to ______.

peer pressure

Which of the following is NOT a component of an innovation system?

philanthropic strategies

proactive change

planned change, involves making carefully thought-out changes in anticipation of possible or expected problems or opportunities

Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ 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(n) ______ innovation.

process

A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated.

process

Rather than worry about introducing a new sports recovery product, Gabriel told his staff that they should repackage the existing products and promote them to professional basketball teams throughout the country. Gabriel is demonstrating ______ innovation.

process

When a company alters the way a product is manufactured, conceived, or distributed it is referred to as ______ innovation.

process

Demassification

process of media narrowing focus to audience niches

Changing the appearance or the performance of a product or a service, or the creation of a new one, is called ______ innovation.

product

When a change is made to a product or service that changes its appearance or performance, this is known as a(n) ______ innovation.

product

Very threatening

radical innovative change

Beam Satellite 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. Beam hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Beam Satellite Network is introducing a(n) ______ change.

radically innovative

Making changes in response to problems or opportunities as they arise, rather than attempting to foresee them, is referred to as ______ change.

reactive

The achievement of strategic goals is unlikely without

real commitment from senior leaders

For organizational development efforts to succeed, human resource policies, procedures, and packages should ______ the other six parts of the innovation system.

reinforce

Adaptive change

reintroduction of a familiar practice

If employees feel fairly treated by their managers during an organizational change, they are less likely to _______ the change.

resist

An emotional/behavioral response to real or imagined threats to an established work routine is known as ______.

resistance to change

Reactive change is change that ______.

responds to problems or opportunities as they arise

Positive statements that help you focus on goals, program your subconscious mind, and eliminate negative beliefs are referred to as ______.

self-affirmations

Although commitment from all members of an organization is important, if ______ in particular are not committed to achievement of the organization's innovation goals, the goals are unlikely to be achieved.

senior leaders

Organizational development (OD)

set of techniques for implementing planned change to make people and organizations more effective

Firms such as Patagonia and Seventh Generation actively collect information about customer preferences and try to address them in their new products. Patagonia and Seventh Generation are actively trying to adapt to

shareholder, customer, and market changes.

B-corporations (benefit corporations) are an example of one way ___________ have begun to be more active in pressing for organizational change.

shareholders

Organizational development is more successful when it involves ______.

short-term goals. long-term goals.

Which of the following circumstances is less unlikely to increase the success of OD?

single intervention

As more and more companies become proficient at bringing products and services to market, ______ is emerging as a necessary and powerful competitive weapon.

speed

Increasing segmentation of the marketplace and the need to get products to market faster in light of competitors' specialized solutions are examples of ______ currently influencing the future of business.

supertrends

The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. The invention of the machine for making plastic corks is an example of a(n) ______ advancement.

technological

Manufacturing automation and office automation are examples of ______ that are forces for change outside the organization.

technological advancements

Any machine or process that enables an organization to gain a competitive advantage in changing materials used to produce a finished product qualifies as ______.

technology

Innovation culture and climate are associated with

the creation of new ideas and products

outputs

the desired goals of a change

Which of the following is NOT a factor that affects the level of resistance to change?

the gender of the change agent

innovative change

the introduction of a practice that is new to the organization

crowdsourcing

the practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community, such as Facebook and Twitter users

systems approach

to change presupposes that any change, no matter how small, has a rippling effect through an organization

Why should you practice self-compassion?

to increase your openness to change and reduce your need to be perfect

Achievement of strategic goals through organization development is likely to fail if ______.

top managers are not committed

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 conducting the ______ stage of the OD process.

treatment, or intervention

According to Lewin's Change Model, during the first stage, referred to as the ______ stage, managers need to instill in employees the motivation to change by encouraging them to let go of attitudes and behaviors that are resistant to motivation.

unfreezing

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

Lewin developed a model with three stages:

unfreezing, changing, refreezing