Chapter 10

Organizational development managers and consultants follow a moving vehicle model.

False Like physicians, OD managers and consultants follow a medical-like model; that is, they follow the rules of evidence-based management. They approach the organization as if it were a sick patient, using diagnosis, intervention, and evaluation: "diagnosing" its ills, "prescribing" treatment or intervention, and "monitoring" or evaluating progress.

Adaptive change is the introduction of a practice that is new to the organization.

False Adaptive change is reintroduction of a familiar practice—the implementation of a kind of change that has already been experienced within the same organization. Innovative change is the introduction of a practice that is new to the organization.

OD intervention strategies that are successful in one country are highly likely to be successfully applied in other countries.

False OD effectiveness is affected by cross-cultural considerations. Thus, an OD intervention that worked in one country should not be blindly applied to a similar situation in another country.

When a manager is trying to foster innovation, the first thing he or she should do is work to overcome employee resistance.

False The first step in fostering innovation is to recognize problems and opportunities, and devise solutions.

____________ is a change that represents the introduction of a new practice to an organization but one that is not new to the industry.

Innovative change

Inside forces for change include which of the following?

Inside forces for change include employee problems such as low productivity or turnover, as well as managers' behavior.

Innovation can be easily systematized.

Lots of people believe that innovation can be systematized, or made a codified and standardized process that can be designed to always yield fruitful results. Obviously, if this could be done, many companies would be doing it. The problem with innovation, however, is that there are too many challenges associated with it, which makes success unpredictable.

Which of the following is not a recommended way to manage innovation and change?

Prevent failure at all cost.

Disruptive innovation is 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.

True

Managers hoping to foster innovation must gain allies by communicating their vision.

True

Radical innovation creates products, services, or technologies that don't exist yet

True

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 __________.

acknowledge the team for their effort

During December at Toys For Tiny Tots, employees know that they are generally required to work different schedules, weekends, and often with overtime to support the holiday shopping season. This is an example of a(n) ______ change.

adaptive

A consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways is known as a _____.

change agent

Organizational development is often put into practice by a __________.

change agent

So-called Millennials (those born after 1980) are vastly different from their parents in their views on everything from technology to politics to marriage to tattoos. This is an example of a ______ force for change.

demographic

The organizational development (OD) process has three steps: ____, ____, and ____.

diagnosis, intervention, and evaluation

During Lewin's refreezing stage, managers should __________.

encourage and reinforce the desired change in the employees

When it comes to failure in the innovation process, Procter & Gamble CEO A. G. Lafley suggests that the key is to ________

fail early, fail cheaply, and don't make the same mistake twice

Employees resist change for all the following reasons except _____.

faith in change agent's intentions

Innovation happens in a "Eureka!" moment and it can be systematized.

false

Which of the following is not an interacting factor that affects the level of resistance to change?

gender of the change agent

During Lewin's changing stage, managers should __________.

give employees new information, perspectives, and models for behavior

When a grocery store chain adopts a new practice of its competitors by staying open 24 hours a day, requiring employees to work flexible schedules, it is considered a(n) ______ change.

innovative

Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its financial competitors have recently begun to offer additional hours to customers. This is a(n) ______ change.

inovation

Which of the following is not one of the four steps for fostering innovation?

issue a mandate: change or leave -Four steps for fostering innovation are to (1) recognize problems and opportunities and devise solutions; (2) gain allies by communicating your vision; (3) overcome employee resistance and empower and reward them to achieve progress; and (4) execute well by effectively managing people, groups, and organizational processes and systems in the pursuit of innovation.

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. This is an example of which force for change?

manager's behavior

The two co-founders of Network Appliance, a data-storage firm in Sunnyvale, California, were feuding with each other because one founder couldn't stick to his decisions, which drove the other founder crazy. A(n) ____________ began working with the warring executives in separate sessions to solve the problem.

organizational behavior specialist

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

philanthropy

The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet for students to purchase each term. This is a ______ innovation.

process

A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation.

product

Four steps to making innovation happen within an organization include all of the following except ____.

punish failures

Researchers working on hydrogen fuel cells hope that this could be a(n) ______ innovation, leading to a clean, renewable energy source, and reducing dependence on depleting fossil fuels with their adverse impact on the global environment.

radical

A change that is made in response to arising problems or opportunities is called __________.

reactive change

Which of the following sequences best describes how a manager can foster innovation in an organization?

recognize problems, gain allies, overcome resistance, execute well

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

resistance to change

Resistance to organizational change is considered to be the interaction of three causes. These causes can be generally described as employee characteristics, change agent characteristics, and _____.

the change agent-employee relationship

Lewin's change model consists of ________

three stages: unfreezing, changing, and refreezing

The value of Kotter's steps for leading organizational change is that they provide specific recommendations about behaviors that managers need to exhibit to successfully lead organizational change.

true

To explain how to initiate, manage, and stabilize planned change, Kurt Lewin developed a model with three stages. They were _______.

unfreeze, change, and refreeze

Appliance America customer complaints have increased because its drivers became lost when attempting deliveries and arrived late. The drivers have resisted using GPS systems, claiming they knew their territories. But managers are now encouraging them to look for the best solution. Appliance America is in the ________ stage of Lewin's change model.

unfreezing

In the ______ stage of Kurt Lewin's change model, managers try to instill in employees the motivation to change, encouraging them to let go of behaviors that are resistant to innovation.

unfreezing

Studies exploring nurses' perceptions about using PDAs in their daily patient practice found initial resistance, with some nurses concerned about the cost and short technological life cycle of these devices. This is an example of the __________ stage of change.

unfreezing

The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2015 is 15% higher than it was in 2014, and the turnover rate has increased 18% in the same time period. She should consider all but which one of the following options?

wait until 2016 and see what the rate is then

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

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