Week 4: Chapter 10 SmartBook

Lakukan tugas rumah & ujian kamu dengan baik sekarang menggunakan Quizwiz!

Which of the following contributes to resistance to change?

- Employee characteristics - Change agent characteristics

Which of the following are myths about innovation that are not correct?

- Innovation happens in a "Eureka" moment -Innovation can be systematized

What are two key aspects of turning a problem into an opportunity?

- Looking for solutions and new business ideas as a response to the problem - Finding better ways to conduct business as a response to the problem

The third step in the organization development process is ______. evaluation diagnosis intervention feedback

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

Which of the following BEST describes "demassification"? Segmenting customer groups into smaller, more specialized groups Eliminating bottlenecks in distribution Offshoring jobs to countries with cheaper labor and production costs Offering mainstream products to a broad marketplace

What is an example of political pressure creating an external force for change?

A tobacco tax

Which of the following is an example of political pressure creating an external force for change?

A tobacco tax

How do organizational consultants carry out a diagnosis? By attending meetings and performing direct observation By interviewing the competition By consulting company records By using surveys and questionnaires

A,C,D

What are the four target elements of change? Methods Outputs Organizational arrangements Social factors People Financial factors

A,C,D,E

Jane is planning to implement the same work scheduling system in the accounting department that her company uses in the retail division. Which type of change does this represent?

Adaptive change

Jane is planning to implement the same work scheduling system in the accounting department that they use in the retail division. Which type of change is Jane going to use?

Adaptive change

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

Adaptive change

1st step of force field analysis A. Increase positive forces B. Identify negative forces C. Identify positive forces

Assume Long and Foster Real Estate company decides to copy what Zenplace is doing and introduces machine-based real estate agents. What type of change would this be for Long and Foster employees, agents, and brokers? administrative radically innovative innovative traditional

Javier, an OD consultant, is designing a survey of employee attitudes to be given to workers at Radar Security. Javier is conducting the ______ stage of OD. A. unfreezing B. intervention C. diagnosis D. evaluation E. process consultation

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

Supporting and reinforcing the new behavior Unfreezing Changing Refreezing

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(n) ______ innovation. A. practice B. product C. process D. adaptive E. reactive

The process by which a company compares its performance with that of high-performing organizations is called A. reference innovation. B. competitive change. C. benchmarking. 标杆管理 D. continuous improvement. E. radical innovation.

Wal-Mart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change. A. reactive B. incremental C. proactive D. responsive E. radical

What is achieved by integration of innovation activities into business strategies? Human capital resources are drastically increased. Innovation by the competition becomes irrelevant. Management is encouraged to dedicate resources to innovation. Employees feel committed to innovation in the organization.

C,D

Which statements about rewards and innovation goals are true? There is no meaningful relationship between rewards and innovation goals. Organization reward systems are rarely at odds with innovation culture. Reward systems should be aligned with innovation goals. Extrinsic reward receipt needs to be tied to creativity and innovation.

C,D

What is likely to result in employee resistance to change?

Changes that are introduced in an insensitive manner

Which changes are most likely to result in employee resistance?

Changes that are introduced in an insensitive manner

During which phase of Lewin's model of change is it most important for managers to act as role models and mentors and provide benchmarking results?

Changing

During which phase of Lewin's model of change is it most important for managers to act as role models and mentors and to provide benchmarking results?

Changing

What are the stages of the Lewin model for change? (Choose every correct answer.)

Changing Unfreezing Refreezing

Which of the following factors increases an organization's ability to innovate? Multiple Choice employees who blame others for failure employees who possess intrinsic motivation employees with a high tolerance for ambiguity employees who build relationships with their peers employees with a strong desire to acquire personal wealth

Yoga Productions is in the process of cross-training all of its entry-level employees to be able to take phone orders or answer customer questions, and to process orders in overflow situations. The company is changing its A. people. B. skills. C. technology. D. attitudes. E. structure.

What are supertrends that are currently affecting the future of business? Simple, one-size-fits-all solutions are becoming more popular. Competitive advantage is coming increasingly from knowledge, not information. The way we work is being impacted by offshore suppliers. The overall speed of product releases is decreasing.

B,C

What are the three parts of a systems model of change? Regulation Inputs Target elements of change Directives Outputs

B,C,E

The record industry has been forced into a ______ change because of the prevalence and ease of illegally downloading music. A. technology B. structure C. culture D. people E. strategy

Which of the following is an internal force for change?

Employee problems

A manager would refer to results, such as data about absenteeism or grievances, durning the ___________ stage of the OD process.

Evaluation

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

How can the diagnosis and intervention be further refined?

Which of the following is not an inside force that indicates organizational change might be needed? A. High turnover B. Excessive conflict between managers and employees C. Job dissatisfaction D. High levels of stress among employees E. Increased competition

Increased competition (E)

The desired goals of a change achieved through organizational development may occur at which levels? (Choose every correct answer.)

Individual Group Organizational

Carol is in charge of a meeting to decide what the company should do about the new sales people who don't know how to follow-up with former clients. Which stage of the organizational development process is Carol participating in?

Intervention

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

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

Which of these tasks is analytic and involves problem solving and abstract reasoning?

Knowledge work

Which of the following is not a leading reason that employees resist change? A. Individual predisposition toward change B. Climate of mistrust C. Fear of failure D. Lack of personal ethics E. Nonreinforcing reward systems

Lack of personal ethics (D)

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

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

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

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

Market changes

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

Market changes

What is a common cause of employee resistance to change?

Peer pressure

What are the four target elements of change?

People, Social factors, Methods, and Organizational arrangements

What is a common cause of employee resistance to change?

Personality conflicts

During which stage of Lewin's change model are new employee attitudes and behaviors integrated into their normal way of doing things?

Refreezing

Which statements about rewards and innovation goals are true?

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

Which of the following BEST describes "demassification"?

Segmenting customer groups into smaller, more specialized groups

Which statement about organizational development is true?

Successful organization development usually involves multiple interventions.

Which of the following circumstances is likely to increase the success of OD? A. Applying each OD intervention uniformly in international locations. B. A single large intervention. C. Support of top managers. D. Implementing organization change for its own sake. E. Goals focused on the short term rather than the long term.

Support of top managers (C)

_______________ is any machine or process that enables an organization to gain a competitive advantage in changing materials used to produce a finished product.

Technology

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 supertrends that are currently affecting the future of business?

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

What are characteristics of products or services regarded as new-direction innovations?

They did not previously exist. and They focus on creating new customers.

What are characteristics of products or services regarded as new-direction innovations? (Choose every correct answer.)

They focus on creating new customers. They did not previously exist.

Why are many of the low-level employees who were formerly referred to as knowledge workers increasingly being called data workers?

They no longer add much value to information processing.

When is organizational development most likely to be successful?

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

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

change-agent

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

change-agent

Employees are introduced to new information, new perspectives, and new models of behavior during the ______ stage of Lewin's change model.

changing

Employees are introduced to new information, new perspectives, and new models of behavior during the ______ stage of Lewin's model of change.

changing

An employee's individual differences, perceptions of change, and actions and inactions make up that employee's ______.

characteristics

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

collaboration, cross-functional communication, and agility

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

conflict

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

Kotter proposed which of the following for organization change? A. A three stage model: unfreezing, changing, and refreezing. B. Three types of innovation: adaptive, innovative, and radically innovative. C. Eight steps for leading organizational change. D. A three-step model: diagnosis, intervention, and evaluation. E. Ten reasons employees resist change.

eight steps (B)

A manager would refer to results, such as data about absenteeism or grievances, during the ______ stage of the OD process.

evaluation

Marc, an OD consultant, is visiting Cassidy Engineering a year after he assisted them in making changes to their employee incentive plan. Now he is comparing sales and turnover data from the last three years to the current year. Marc is in the ______ stage of OD. A. refreezing B. intervention C. diagnosis D. adaptation E. evaluation

evaluation (E)

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

Self-compassion is best described as ______.

gentleness with yourself

People's reaction to change depends largely on ______.

how they were taught to handle change as children

Employees are likely to see an adaptive change as A. highly threatening. B. moderately threatening. C. somewhat threatening. D. least threatening. E. totally unacceptable

least threatening (D)

Making carefully thought-out changes in anticipation of possible or expected problems or opportunities is known as ______ change.

proactive

Change involving a practice that is new to the industry is referred to as ______ innovative change.

radically

Carson always feels like he is "putting out fires" at work and does not get an opportunity to figure out where problems might arise before they occur. Carson is dealing with ______ change.

reactive

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

self-affirmations

Organizational development is more successful when it involves ______.

short-term goals. and long-term goals.

Recently many older workers who had planned to retire soon decided to keep working longer. This is an example of a(n) ______ force for change. A. social or political B. arbitrary C. demographic D. financial E. structural

social or political (A)

Arizona Pottery is having a difficult time finding inexpensive labor, which it attributes to an unfriendly climate toward Hispanics since passage of tough illegal immigration legislation in that state. This is an example of a(n) ______ force for change. A. market B. employee C. social or political D. technological E. economic

social or political (C)

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

speed

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

technological advancements

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

top managers are not committed

Breakthrough products or services that do not currently exist and that are aimed at creating brand new markets and customers are know as _______________ innovations.

transformational

In order to overcome employee resistance to innovative change, change agents must first have a ______.

trusting relationship

Organizational development efforts are more likely to fail if they ______.

use the same intervention across cultures

Organizational development can be used to manage ______ within an organization. diversity promotions profits conflict

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. A. incremental B. product C. process D. radical E. disruptive

The common term used to describe the techniques for implementing planned change to make people and companies more effective is called organizational ______. placement diagnosis intervention development

The human resource department at The Book Source has just calculated the absenteeism rate for 2010, and it is 25% higher than it was in 2008 and 2009. Managers should A. wait until the end of 2011 and see what the rate is. B. begin a major job redesign effort. C. reduce employees' work hours. D. investigate whether employees have become dissatisfied with their jobs. E. institute strict disciplinary procedures for employees who are absent.

The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. This is an example of a(n) ______ change. A. market B. social & political C. demographic D. technological E. economic

The overarching challenge for Khosrowshahi is that he has to manage ________ change as he cleans up some of the mess that Kalanick left behind (e.g., a toxic organizational culture) while also trying to push forward with ______ changes in anticipation of future challenges such as more governmental actions. historical; unknown proactive; modern modern; unknown reactive; proactive proactive; reactive

The set of techniques used for implementing planned change to make people and organizations more effective is called A. corporate transformation. B. TQM. C. revitalization. D. organizational development. E. incremental innovation.

Which current "supertrend" is Zenplace responding to? Knowledge, not information, is becoming the new competitive advantage. Some companies are unable to survive disruptive innovation. Competitors offering specialized solutions require organizations to get products to market faster. The marketplace is becoming more segmented. Correct

Which of the following is NOT a leading reason that employees resist change? A. Individual predisposition toward change B. Climate of mistrust C. Fear of failure D. Lack of personal ethics E. Protection of others

Which of the following is an effective way to deal with change and innovation? A. Insist on success B. Increase work rules and hierarchy C. Copy others' successes D. Have the courage to follow your ideas E. Jump right into it

Which statement about organizational development is true? Single interventions are generally more effective than multiple interventions. It best to master one intervention and use it in all situations. Training is the most successful type of organizational development intervention. Successful organization development usually involves multiple interventions.

Which type of change implementation makes employees feel the least threatened? Administrative change Innovative change Radically innovative change Adaptive change

Which of the following is the LEAST helpful in gaining support for your vision?

Ask employees to trust you and your ideas

In which of the following situations would OD techniques be the most helpful? A. Increasing efficiency among employees in a firm B. Assisting employees in dealing with stressful situations C. Helping employees from two similar organizations work better together in a strategic alliance D. Facilitating discussion of ethical issues in preparing a company's code of ethics E. Working with the CEO to determine how to increase profitability

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. microtrends supertrends discontinuous trends niche trends

2nd step of OD Diagnosis Evaluation Intervention Feedback

Which of the following are supertrends that are currently affecting the future of business? (Choose every correct answer.)

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

Innovations must be ______. incremental disruptive physical novel

Unfreezing

Creating the motivation to change

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

What is the first step in organizational development?

Diagnosis

Place the steps in the OD process in the correct order, with the first step listed at the top and the final step listed at the bottom.

Diagnosis, Intervention, Evaluation, and Feedback

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

Fostering an innovation culture and climate

What is the first step in force-field analysis?

Identifying the thrusters and counterthrusters

What are resources necessary for innovation? (Choose every correct answer.)

Money Time Focus

Which of the following sequences best describes how a manager can foster innovation in an organization? A. Recognize problems, gain allies, overcome resistance, execute well B. Recognize problems, overcome resistance, gain allies, stabilize system C. Overcome resistance, empower employees, execute well, provide incentives D. Recognize problems, empower employees, devise solutions, execute well E. Devise solutions, reorganize, change culture, stabilize system

Recognize problems, gain allies, overcome resistance, execute well (A)

he process by which a company compares its performance with that of high-performing organizations is called A. reference innovation. B. competitive change. C. benchmarking. D. continuous improvement. E. radical innovation.

benchmarking (C)

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.

The company Tonya works for has been eliminating jobs in order to reduce costs, but the CEO was recently given a bonus of several million dollars. The likely cause of her resistance to the current organizational change is ______.

a climate of mistrust

Tonya sees her company eliminating jobs in order to reduce costs, but the CEO was recently given a bonus of several million dollars. The likely cause of her resistance to the current organization change is ________________.

a climate of mistrust

Which of the following is not one of the primary uses of OD? A. Improving recruitment B. Adapting to a merger C. Managing conflict D. Revitalizing an organization E. Adapting to an acquisition

improving recruitment (A)

Which two of the following are key aspects of execution?

-Discussing hows and whats -Using questioning and analysis

Place the stages of Lewin's model of change in the correct order, with the first stage listed at the top and the final stage listed at the bottom.

1. Unfreezing 2. Changing 3. Refreezing

The introduction of Uber Beacon to help customers identify which car is picking them up is an example of a _______ innovation that falls under the category of _______ innovations. product; transformational product; core process; core core; transformational process; transformational

Which statement about the need for faster speed-to-market is true? Achieving faster speed-to-market requires skipping consumer trials. Faster speed-to-market is only possible for small companies. Competitors may be in and out of the market within days. Pop-up stores are an ineffective way to increase speed-to-market.

How is organizational development used in conjunction with mergers?

It is used to help integrate the varying cultures, procedures, and products of the two firms.

What are the target elements of change? (Choose every correct answer.)

Social factors People Methods Organizational arrangements

True or false: The pressure exerted by internal forces for change may be subtle or very dramatic.

True

The reintroduction of a familiar practice within the same organization is called a(n) A. practical change. B. adaptive change. C. reactive change. D. innovative change. E. radically innovative change.

adaptive change (B)

To reduce employee resistance, rewards systems should ______ proposed changes.

reinforce

he record industry has been forced into a ______ change because of the prevalence and ease of illegally downloading music. A. technology B. structure C. culture D. people E. strategy

strategy (E)

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

Creighton Bicycles and Repair conducted a survey and discovered that among customers who had tried both bike shops, its successful cross-town competition was preferred about 80% of the time. The most frequently cited reason was customer service. This information would be most helpful to introduce to employees during which stage of Lewin's change model? A. Unfreezing B. Continuous improvement C. Benchmarking D. Empowerment E. Refreezing

unfreezing (A)

Lewin's change model consists of A. three types: adaptive, innovative, and radically innovative. B. three forces: employee characteristics, change agent characteristics, and change agent-employee relationships. C. four steps: recognize problems, gain allies, overcome resistance, and execute. D. three stages: unfreezing, changing, and refreezing. E. three steps: diagnosis, intervention, and evaluation.

unfreezing, changing and refreezing

Identify the matters that can be addressed by organizational development (OD).

- Managing conflict - Adapting to mergers - Revitalizing organizations

Scott Berkun, author of The Myths of Innovation, identified several starting points for organizational innovation, including which of the following?

- Necessity - Curiosity

Under which of the following circumstances is organizational development (OD) likely to be successful?

- With management support -With goals tied to short-term and long-term results -With multiple interventions

Place the steps in the OD process in the correct order, with the first step listed at the top.

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

Place the steps in the OD process in the correct order, with the first step listed at the top and the final step listed at the bottom.

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

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

1st step of OD Diagnosis Evaluation Intervention Feedback

A change that is made in response to arising problems or opportunities is called A. reactive change. B. incremental change. C. proactive change. D. radical change. E. process change

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 organizational system innovation competition knowledge process

According to force-field analysis, Uber brought in Khosrowshahi to serve as which kind of force? thruster resistor transitional counterthruster

Applicant's for jobs in Rico's department have not had the qualifications and education he wants. Diagnosis Intervention Evaluation Feedback

At Monarch Toys, employees know that during the month of December they are generally required to work different schedules, often with some overtime, to support the holiday shopping season. This is an example of a(n) ______ change. A. adaptive B. reactive C. innovative D. incremental E. radically innovative

Carson always feels like he is "putting out fires" at work and does not get an opportunity to figure out where problems might arise before they occur. Carson is dealing with ______ change. reactive anticipatory proactive preemptive

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

Falcon Touring Bikes recently instituted cross-functional teams to develop new products. Team members are spread across the country. It is expensive and time-consuming for people to travel from their different locations to headquarters to meet. The company would benefit most from a change in ______ involving A. technology; teams meeting "virtually" through electronic media. B. structure; disbanding the teams and relying on individuals to develop products. C. culture; sending team members to conflict management courses. D. people; hiring new people in the organization at the headquarters location. E. strategy; dropping the strategy of developing new products.

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

Maid to Clean is considering implementing a system that will pay the cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to insure quality. Managers believe that this will reduce labor costs. Maid to Clean is focusing on changing employee A. performance. B. skills. C. attitudes. D. management. E. structure.

More and more prospective home buyers and renters quickly need assistance from realtors at different times of the day. This is a(n) ________ force for change connected to ________. outside; customer and market changes inside; demographic characteristics inside; technological advancements inside; managers' behavior

NASA invents flying cars. New direction product innovation Process innovation Product innovation New direction process innovation

Recently many older workers who had planned to retire soon decided to keep working longer. This is an example of a(n) ______ change. A. social or political B. arbitrary C. demographic D. economic E. structural

Shreya, an OD consultant, is working with the members of a cross-functional team to help them build cohesiveness and practice skills to function better as a team. Shreya is conducting the ______ stage of OD. A. intervention B. diagnosis C. evaluation D. changing E. adaptation

The creation of products, services, or technologies that modify those that already exist is called ______ innovation. A. incremental B. product C. process D. radical E. adaptive

Which of the following is an example of a company making use of a problem to create new opportunity?

A company that takes prospective buyers to tour foreclosed homes.

In order to overcome employee resistance to innovative change, change agents must first have what?

A trusting relationship

How do organizational consultants carry out a diagnosis? By consulting company records By attending meetings and performing direct observation By using surveys and questionnaires By interviewing the competition

A,B,C

To promote innovation, organizational structure and internal process should foster ______. cross-functional communication agility collaboration interest in the market

A,B,C

Which of the following should organizational structure and internal processes foster to help promote innovation? (Choose every correct answer.)

Agility Cross-functional communication Collaboration

In which of the following situations would OD techniques be the most helpful? A. Increasing efficiency among employees in a firm. B. Assisting employees in dealing with stressful situations. C. Helping employees from two similar organizations work better together in a strategic alliance. D. Facilitating discussion of ethical issues in preparing a company's code of ethics. E. Working with the CEO to determine how to increase profitability.

Assisting employees in dealing with stressful situations (B)

2nd step of force field analysis A. Increase positive forces B. Identify negative forces C. Identify positive forces

A technological innovation is generally a(n) ______ innovation. A. adaptive B. product C. reactive D. process E. industrial

During Lewin's changing stage, managers should A. reduce the barriers to change. B. give employees new models for behavior. C. reinforce the desired change. D. make employees dissatisfied with the present situation. E. encourage employees to exhibit the new change

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? Customer demands Demographic characteristics Supplier practices Market changes

Improvement innovations refer to the invention of breakthrough products or services that don't exist yet and that are aimed at creating brand-new markets and customers. True False

Inside forces for change include which of the following? A. Domestic competition B. Turnover C. Advancements in automation D. Immigration E. Recession

Introducing a practice that is new to the industry is called a(n) ______ change. A. revolutionary B. radically innovative C. adaptive D. reactive E. innovative

Introducing new information, perspectives, and models of behavior Unfreezing Changing Refreezing

Laredo Insurance is about to install a new computer system that will change the way claims adjusters settle claims. Adjusters will be able to do the adjustment and issue the check right at the scene of the accident. Laredo most likely needs to focus on changing employee A. performance. B. skills. C. attitudes. D. management. E. perceptions.

One assumption of a systems approach to change is that change ______. can be mitigated through clear management hierarchies creates a ripple effect through an organization relies on having a culture where failure is not an option should be avoided at any cost

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

Which of the following is NOT an area in which change is often needed? A. Strategy B. Information C. People D. Structure E. Technology

What are supertrends that are currently affecting the future of business? Simple, one-size-fits-all solutions are becoming more popular. Competitive advantage is coming increasingly from knowledge, not information. The overall speed of product releases is decreasing. The way we work is being impacted by offshore suppliers.

B,D

How do organizational consultants carry out a diagnosis? (Choose every correct answer.)

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

How do organizational consultants carry out a diagnosis?

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

A managerial innovation is generally a(n) ______ innovation. A. product B. method C. process D. adaptive E. practical

After a team building retreat, Nelle is excited to learn if it had an impact on performance so she can let the training department know. Diagnosis Intervention Evaluation Feedback

An innovative change involves ______ complexity, cost, and uncertainty. A. no B. minimum C. moderate D. high E. extreme

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

Apple releases an updated version of the Mac book. New direction product innovation Process innovation Product innovation New direction process innovation

Arizona Pottery is having a difficult time finding inexpensive labor, which it attributes to an unfriendly climate toward Hispanics since the passage of tough illegal immigration legislation in that state. This is an example of a(n) ______ change. A. market B. employee C. social and political D. technological E. economic

Kotter proposed which of the following for organizational change? A. A three stage model: unfreezing, changing, and refreezing B. Three types of innovation: adaptive, innovative, and radically innovative C. Eight step D. A three step model: diagnosis, intervention, and evaluation E. Ten reasons employees resist change

Manufacturing automation and office automation are examples of ______ that are forces for change outside the organization. social and political pressures supplier practices technological advancements demographic characteristics

Myron believes that the work his employees do is more than just the sheer numbers—he also believes quality plays an important role in organizational success. Diagnosis Intervention Evaluation Feedback

Rodeo Drive Cosmetics recently introduced a new acai berry lip balm. Nikhil, director of new product development, has just reviewed the dismal results. It appears that Nikhil's team did adequate research on the product's acceptance by consumers prior to its introduction and is equally troubled. Nikhil should A. step down as director. B. fire and replace the team lead as an example to others. C. reward his team for their effort. D. ignore the product failure. E. demote the team leader.

Smart Office Furnishings has had several incidents lately in which its drivers became lost when attempting deliveries. The drivers have no GPS or other access to computerized information and rely on the customers themselves for directions. Smart Office Furnishings probably needs to change its A. structure. B. people. C. technology. D. culture. E. strategy.

What are companies doing to respond effectively to increasing segmentation of the marketplace? Engaging in conversations with individual consumers Promoting the same product to all potential customers Using more narrowly targeted marketing messages Following a traditional sales model

What happens during the last step of the organizational development process? The results of the intervention efforts are assessed to see if they solved the problem. The intervention is applied in the hopes that it will fix the problem. The diagnosis and intervention are further refined if the problem was not solved. The problem is diagnosed using a combination of surveys, interviews, observation, and meetings.

Which of the following is NOT one of Scott Berkun's seeds of innovation for organizations? A. Hard work in a specific direction B. Curiosity C. Philanthropy D. Hard work with direction change E. Necessity

Which of the following is an adaptive change in an organization? Introduction of a method that is new to the organization Introduction of an innovative change by an organization's top management Reintroduction of a practice familiar to the organization Introduction of a technique that is new to the organization's industry

Which of the following is an effective way to deal with change and innovation? Hold closely to established methods of getting the job done. Insist on success and punish failure. Have flexibility and adaptability. Innovate by varying existing products that are already on the market. Offer different explanations for the change to different work groups.

anagers use the four levers of targeting elements of change to ______. release products to consumers create new products diagnose problems learn more about the competition

Which statement about human capital and innovation is true?

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

Xenod Capital just enlisted the help of Amber, a consultant with a background in behavioral science. She is going to help them apply new methods to dealing with old problems. Amber is known as a(n) ________________.

Change Agent

What are two factors that contribute to resistance to change?

Change agent characteristics Employee characteristics

What are two factors that contribute to resistance to change?

Change agent characteristics and Employee characteristics

Which of the following is an example of a proactive change? A Ciara's staff is unhappy about the long hours they have been working and several of them quit before . she knows there is a problem. B. Ciara cannot get permission to hire another person until her group misses several deadlines. C Ciara's group sent a product that was nearing its launch date back to the drawing board based on a . competitor's superior new offering. D Ciara explores improvements in bonus structures with her staff and begins to implement them despite . thefactthatheremployeesaregenerallycontent. E. Ciara is constantly "putting out fires," responding to daily crises in her group.

Ciara explores improvements in bonus structures (D)

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

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

Which of the following are increased by employee openness to change? (Choose every correct answer.)

Continuous learning Job satisfaction

Which of the following is a tactic increasingly used by companies to help them innovate and involves soliciting contributions from many people, often via the Internet, in order to collect needed services, ideas, or content?

Crowdsourcing

In some parts of the United States, guns are sold at Walmart stores. Some people refuse to shop at those stores. At the extreme, everyone would refuse to shop at those stores. In that hypothetical situation, ____________ are acting as an external force for change.

Customers

A change that represents the introduction of a new practice to an organization but that is not new to the industry is called a(n) A. mimicry change. B. adaptive change. C. reactive change. D. innovative change. E. radically innovative change.

A plan for being innovative that requires a company to integrate its innovation activities and business strategies is a(n) ______. resource analysis human capital plan required structure process innovation strategy

A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A. procedural B. radical C. product D. process E. adaptive

Achievement of strategic goals through organization development is likely to fail if ______. leaders employ an innovation strategy the organization does not understand the competition it involves new-direction innovation top managers are not committed

All components of a home are prefabricated and shipped in the same package for construction on site. New direction product innovation Process innovation Product innovation New direction process innovation

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. consultants employees mid-level managers senior leaders

As more and more companies become proficient at bringing products and services to market, ______ is emerging as a necessary and powerful competitive weapon. human resources raw materials money speed

At Hudson Food Company, managers permit experimentation, risk taking, and tolerate failure. Which step of supporting innovation does this represent? Gaining allies by communicating your vision Executing the process well Disciplining employees that resist progress Fostering an innovative culture and climate

Lewin's change model consists of A. three types: adaptive, innovative, and radically innovative B. three forces: employee characteristics, change agent characteristics, and change agent-employee relationships C. four steps: recognize problems, gain allies, overcome resistance, and execute well D. three stages: unfreezing, changing, and refreezing E. three steps: diagnosis, intervention, and evaluation

Tom's company is very successful, even though they expect most new ideas to fail. This is likely due to an organizational culture that ______. views experimentation as a boondoggle makes an example of employees that fail encourages using techniques that were successful in the past celebrates failure as vital toward fostering innovation

When is organizational development most likely to succeed? When it involves change for the sake of change When it focuses solely on short-term results When it utilizes a single intervention When it is supported by top managers

Which is a purpose of organization development? Designing products Investigating the competition Providing training Managing conflict

Which of the following is NOT a way to encourage innovation? A. Creating a culture that celebrates failure. B. Supporting innovation with investments of time and money. C. Rewarding successful innovations. D. Withholding raises and promotions when innovation attempts don't work out. E. Hiring top scientists, despite expense.

Which of the following is an example of a proactive change? A. Ciara's staff is unhappy about the long hours they have been working and several of them quit before Mary knows there is a problem. B. Ciara cannot get permission to hire another person until her group misses several deadlines. C. Ciara's group sent a product that was nearing its launch date back to the drawing board based on a competitor's superior new offering. D. Ciara explores探索improvements in bonus structures with her staff and begins to implement them prior to any serious discontent on the part of the staff. E. Ciara is constantly "putting out fires", responding to daily crises in her group.

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

Demographic Characteristics

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

During the past several months, Diah has lost trust in her manager, Casey, due to some of his decisions regarding his employees. He is now trying to change the way employees report their time and are paid. What is the most likely reaction Diah will have to this change?

Diah will be resistant to the changes Casey is implementing.

What is a common cause of employee resistance to change?

Disruption of group relationships

Lake City Documents has decided to hire enough drivers to pick up and deliver documents for their customers within two hours of a service order, hoping this practice will give them a significant advantage over the competition, none of whom have adopted such a practice. Lake City is introducing a(n) ______ change. A. reactive B. innovative C. activist D. adaptive E. radically innovative

Lewin's change model consists of three steps: diagnosis, intervention, and evaluation. four steps: recognize problems, gain allies, overcome resistance, and execute. three types: adaptive, innovative, and radically innovative. three forces: employee characteristics, change agent characteristics, and change agent-employee relationships. three stages: unfreezing, changing, and refreezing.

Micky, a manager in a snowboard store, is changing the work schedule of his long-term employees for the annual fall sale, the shop's busiest time. He is using the same basic schedule as last year. Micky should expect that his employees will be A. terribly upset and quit. B. terribly upset but not quit. C. moderately upset and complain. D. moderately upset but not complain. E. hardly upset, or not upset at all.

Which of the following is the factor that most reduces an organization's ability to learn from failure? A. Employees that like to experiment with multiple solutions. B. Employees with a strong desire to acquire personal wealth. C. Employees that blame others for failure. D. Employees that embrace a learning culture. E. Employees with a high tolerance for ambiguity.

Employees that blame others for failure (C)

What are two practices managers can utilize in order to implement "refreezing," the third stage of Lewin's change model?

Encourage employees to exhibit the new change and Reinforce desired change in the employees

Which practices can be utilized by managers to implement "refreezing," the third stage of Lewin's change model? (Choose every correct answer.)

Encouraging employees to exhibit the new change Reinforcing the desired change in the employees

What is the third step in the organizational development process?

Evaluation

Which statements about rewards and innovation goals are true? (Choose every correct answer.)

Extrinsic rewards need to be tied to creativity and innovation. Reward systems should be aligned with innovation goals.

True or false: An employee's personal adaptability plays a relatively insignificant role in his or her resistance to change.

False

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

False

True or false: Offshore suppliers have resulted in labor savings for companies, but they have only hurt U.S. jobs.

False

True or false: Reactive change is planned.

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

Which factors commonly cause employees to resist change? (Choose every correct answer.)

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

What are common reasons that employees resist change?

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

Which factors are likely to cause resistance to change? (Choose every correct answer.)

Fears about job security The potential for loss of status

What is the last step of the organizational development process?

Feedback

Which of the following is an effective way to deal with change and innovation? A. Insist on success. B. Increase work rules and hierarchy. C. Copy others' successes. D. Have the courage to follow your ideas. E. Jump right into it.

Have the courage to follow your ideas (D)

How ready an organization is for change depends in part on which of the following? (Choose every correct answer.)

How much top managers support the change How capable employees are of handling the change How employees regard the consequences of the change

How ready an organization is for change depends in part on which of the following?

How much top managers support the change, How capable employees are of handling the change, and How employees regard the consequences of the change

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

How well has the intervention worked?

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

Human

Changing

Introducing new information, perspectives, and models of behavior

_____________ os making up something new, whereas ________________ is the act of developing new and imaginative ideas into reality.

Invention; creativity

Which of the following statements about self-affirmation are true? (Choose every correct answer.)

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

Which statements about openness to change are true? (Choose every correct answer.)

It typically leads to positive work outcomes for the employee. It is critical for the success of organizational change. It is an example of an important career readiness competency.

Which of the following is not an interacting factor that affects the level of resistance to change? A. Longevity of the change agent. B. Employee perceptions of change. C. Individual differences of the change agent. D. Change agent-employee relationship. E. Change agent actions and inactions.

Longevity of the change agent (A)

Inside forces for change include which of the following? A. Domestic competition B. Low productivity C. Advancements in automation D. Immigration E. Recession

Low productivity (B)

Which is a purpose of organization development?

Managing conflict

Which of the following is a purpose of organization development?

Managing conflict

What are matters that can be addressed by organizational development? (Choose every correct answer.)

Managing conflict Revitalizing organizations Adapting to mergers

What are matters that can be addressed by organizational development?

Managing conflict, Adapting to mergers, and Revitalizing organizations

What type of innovation focuses on creating breakthrough products or services that do not yet exist and are aimed at creating brand new markets and customers?

New-direction innovation

Which type of innovation focuses on creating breakthrough products or services that do not yet exist and are aimed at creating brand new markets and customers?

New-direction innovation

Which statements are true about how offshore suppliers impact how we work?

Offshore suppliers have enabled some U.S. jobs to become more productive. and Offshore suppliers have resulted in the loss of some U.S. jobs.

Which of the following is not one of Scott Berkun's seeds of innovation for organizations? A. Hard work in a specific direction B. Curiosity C. Philanthropy D. Hard work with direction change E. Necessity

Philanthropy (C)

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

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

Making carefully thought-out changes in anticipation of possible or expected problems or opportunities is known as ___________ change.

Proactive

Which type of change is the most complex and costly and is the most threatening to employees and managers?

Radically innovative change

Which of the following is NOT a practice of a company attempting to offer targeted products with a focus on faster speed-to-market?

Reworking the image of older products to reinvigorate sales

Which of the following best describes "demassification"?

Segmenting customer groups into smaller, more specialized groups

Which of the following is an example of a force for change originating outside the organization? A. Productivity issues B. Conflict management C. Structural reorganization D. Absenteeism E. Social pressures

Social pressures (E)

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

Speed

Which statement about organizational development is true?

Successful organizational development usually involves multiple interventions.

Refreezing

Supporting and reinforcing the new behavior

What are likely to cause resistance to change?

The potential for loss of status and Fears about job security

What are resources necessary for innovation?

Time, Money, and Focus

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

True

The public library in Emily's town wants patrons to scan their own books to check them out instead of having library employees do it. At first, the employees felt that this approach would create an impersonal way to check out books, but management has encouraged the employees to let go of the old way of doing things by explaining to them that they will be more useful working as information specialists in another area of the library. Which stage of Lewin's change model does this represent?

Unfreezing

Place the stages of Lewin's Change Model in the correct order, with the first stage listed at the top and the final stage listed at the bottom.

Unfreezing, Changing, and Refreezing

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

Using more narrowly targeted marketing messages

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

Using more narrowly targeted marketing messages

When is organizational development most successful? (Choose every correct answer.)

When it involves short-term goals When it involves long-term goals

When is organizational development most likely to succeed?

When it is supported by top managers

Which of the following is not a way to encourage innovation? A. Creating a culture that celebrates failure. B. Supporting innovation with investments of time and money. C. Rewarding successful innovations. D. Withholding raises and promotions when innovation attempts don't work out. E. Hiring top scientists, despite expense.

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

a climate of mistrust

One of Raiza's coworkers recently quit. Instead of hiring someone new, the company has decided to reorganize Raiza's department and reassign tasks. The result is that Raiza and her coworkers will each have more work but will not receive any additional pay. Everyone in the department is resisting these changes, most likely as a result of ______.

a nonreinforcing reward system

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

an accepted part of

Managers can reduce mistrust and resistance to change by ______.

being open and honest about change

Managers can reduce mistrust and resistance to change by ______.

being open and honest about changes

Tom's company is very successful, even though they expect most new ideas to fail. This is likely due to an organizational culture that ______.

celebrates failure as vital toward fostering innovation

A consultant with a background in behavioral sciences who works as a catalyst in helping organizations deal with old problems in new ways is called a(n) ______.

change agent

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

change agent

Xenod Capital just enlisted the help of Alejandra, a consultant with a background in behavioral science. She is going to help them apply new methods to dealing with old problems. Alejandra is an example of a(n) ______.

change agent

Organizational development is often put into practice by a A. catalytic consultant. B. change agent. C. behavioral consultant. D. transformative consultant. E. behavioral agent.

change agent (B)

A(n) __________________ innovation, in contrast to a a transformational innovation, involves optimizing of products or services for existing customers.

core

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

creates a ripple effect through an organization

customers

According to Jim Collins, undisciplined pursuit of more and grasping for salvation are stages of organizational A. innovation. B. change. C. intervention. D. resistance. E. decline.

decline (E)

The increasing diversity of the American workforce is an example of a(n) ______ force for change. A. demographic B. market C. social and political D. political E. economic

demographic (A)

Which of the following is the proper first step after deciding how to handle a problem or opportunity?

develop and communicate your vision

The common term used to describe the techniques for implementing planned change to make people and companies more effective is called organizational ______________.

development

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

diagnose problems

Caleb, an OD consultant, is designing a survey of employee attitudes to be given to workers at Tandem Investments. Caleb is conducting the ______ stage of OD. A. unfreezing B. intervention C. diagnosis D. evaluation E. process consultation

diagnosis (C)

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 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

Organizational development can be used to help ______.

ease the stress related to mergers and acquisitions

Once you have been able to gain allies and overcome employee resistance, excellent ______ will be a key to fostering innovation. A. organization B. communication C. production D. execution E. recognition

execution (D)

When it comes to failure in the innovation process, Procter & Gamble CEO A. G. Lafley suggests that the key is to A. work within a competent team so that blame is spread around among strong players. B. look for innovation in small increments, so that failure risks are small. C. develop a tolerance for ambiguity so that failure does not personally upset you. D. fail early, fail cheaply, and don't make the same mistake twice. E. avoid it by almost any means necessary, since it will irreparably harm your reputation.

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

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

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

give employees new models for behavior (B)

Peter, the owner and lead accountant at a tax preparation firm, is changing the work schedule of his long-term employees for the months of March and April, the company's busiest time. He is requiring work on weekends for everyone, using the same basic schedule as last year. Peter should expect that his employees will be A. terribly upset and quit. B. terribly upset but not quit. C. moderately upset and complain. D. moderately upset but not complain. E. hardly upset or not upset at all.

hardly upset or not upset at all (E)

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

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

human

The creation of products, services, or technologies that modify those that already exist is called ______ innovation. A. incremental B. product C. process D. radical E. adaptive

incremental (A)

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

innovation system

A set of interdependent processes, practices, 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

A technical support call center recently decided to extend its hours of operations to include weekends, requiring employees to work different shifts to accommodate the schedule. This change would be best characterized as ______ change.

innovative

The introduction of a practice that is new to a group or organization and involves moderate complexity and cost is called a(n) ______.

innovative change

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

intervention

The question "What shall we do about the problem?" would most likely be asked during the ______ stage of OD. A. changing B. diagnosis C. adaptation D. evaluation E. intervention

intervention

The second step in the organizational development (OD) process, __________________ is the attempt to correct the diagnosed problems.

intervention

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

intervention

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

intervention

Tirzah, an OD consultant, is working with members of a cross-functional team to help them build cohesiveness and practice skills to function better as a team. Tirzah is conducting the ______ stage of OD. A. intervention B. diagnosis C. evaluation D. changing E. adaptation

intervention

Employees are more likely to resist change if ______.

it is a surprise

During the recession and its accompanying high levels of unemployment, Giordano Construction has had its choice of employees to support its growth. This is an example of a(n) ______ force for change. A. market B. social or political C. arbitrary D. technological E. demographic

market (A)

An organizational development intervention that works in one country ______.

may not work in another country

An innovative change involves ______ complexity, cost, and uncertainty. A. no B. minimum C. moderate D. high E. extreme

moderate (C)

Innovations must be ______.

novel

organizational development (D)

The desired goals of a change in a company are referred to as ______.

outputs

Employees might feel they are being underpaid for what they do, even if pay and benefits are superior to the competition. Here, managers must change A. the tone of the debate. B. attitudes. C. tendencies toward greed. D. perceptions. E. the facts.

perceptions (D)

Maid to Clean 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. Managers believe that this will reduce labor costs. Maid to Clean is focusing on changing employee A. performance. B. skills. C. attitudes. D. management. E. structure.

performance (A)

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

process

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

product

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

product

The process of changing the appearance or performance of a product or service is known as ______ 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

A technological innovation that improves the speed of a computer's microprocessor would be considered a(n) ______ innovation. A. adaptive B. product C. reactive D. process E. industrial

product (B)

radical (D)

Implementing a practice that is completely new to an entire industry, not just to one organization, is called ______ change.

radically innovative

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

reinforce

uring Lewin's refreezing stage, managers should A. make employees dissatisfied with the present way of doing things. B. give employees the tools for change. C. provide benchmarking results. D. reduce the barriers to change. E. reinforce the desired change in the employees.

reinforce the desired change in the employees (E)

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

resistance to change

________ is an emotional/behavioral response to real or imagined threats to an established work routine. A. A change agent B. Resistance to change C. An OD intervention D. Radical innovation E. Benchmarking

resistance to change (B)

Reactive change is change that ______.

responds to problems or opportunities as they arise

Hollywood Hair recently introduced a new acai berry moisture shampoo. Wenling, director of new product development, has just reviewed the dismal results. It appears that her team did adequate research on the product's acceptance by consumers prior to its introduction and is confused by the outcome. Wenling should A. step down as director. B. fire and replace the team lead as an example to others. C. reward her team for their effort. D. ignore the product failure. E. demote the team leader.

reward her team for their effort (C)

senior leaders

Concerns about the environment and pressure to reduce the amount of waste produced has led several cities to enact laws banning plastic bags, which has in turn promoted a rise in the production and availability of reusable canvas bags. This is an example of ______ acting as external forces for change.

social and political pressures

supertrends

The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. This is an example of a(n) ______ force for change. A. market B. social and political C. demographic D. technological E. economic

technological (D)

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

Mattress Emporium has had several incidents lately in which its drivers became lost when attempting deliveries. The drivers have no GPS or other access to computerized information and rely on the customers themselves for directions. Mattress Emporium probably needs to change its A. structure. B. people. C. technology. D. culture. E. strategy.

technology (C)

T or F: The pressure exerted by internal forces for change may be subtle or very dramatic.

true

According to Lewin's model of change, 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

The question "What shall we do about the problem?" would most likely be asked during the ______ stage of OD. A. changing B. diagnosis C. adaptation D. evaluation E. intervention

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 is considered to be the newest source of competitive advantage for companies competing in the global economy?

knowledge

Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change. A. reactive B. incremental C. proactive D. responsive E. radical

proactive (C)

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

process

Creating the motivation to change Unfreezing Changing Refreezing

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. fire and replace the team lead as an example to others. ignore the product failure. step down as director. demote the team leader.

The idea of introducing flying cars to Uber's fleet primarily impacts which target element of change? methods social factors organizational arrangements people levers

The increasing diversity of the American workforce is an example of a(n) ______ change. A. demographic B. market C. social & political D. political E. economic

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

Which of the following is NOT an interacting factor that affects the level of resistance 阻力 to change? A. Longevity of the change agent B. Employee perceptions of change C. Individual differences of the change agent D. Change agent-employee relationship E. Change agent actions and inactions

Which of the following is NOT one of the primary uses of OD? A. Improving recruitment B. Adapting to a merger C. Managing conflict D. Revitalizing an organization E. Adapting to an acquisition

With the recession and the accompanying high levels of unemployment, La Russo's Italian Ice has had its choice of employees to support its growth. This is an example of a(n) ______ change. A. market B. social or political C. arbitrary D. technological E. demographic

Zenplace's machine-based realtors would fall under what approach toward innovation? process-improvement Product-new directions process; radically innovative product-improvement

Organizational development is often put into practice by a A. catalytic consultant. B. change agent. C. behavioral consultant. D. transformative consultant. E. behavioral agent.

Prairie Bank has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its competitors in the area have recently begun to offer these hours to customers. This is a(n) ______ change. A. radically innovative B. innovative C. adaptive D. proactive E. reactive

Refineries learn to extract more oil in less time. New direction product innovation Process innovation Product innovation New direction process innovation

Sarai works on developing programs for a healthy lifestyle for the workers in her organization. Diagnosis Intervention Evalution Feedback

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

What are companies doing to respond effectively to increasing segmentation of the marketplace? Promoting the same product to all potential customers Using more narrowly targeted marketing messages Engaging in conversations with individual consumers Following a traditional sales model

What type of structure is best suited to innovation? External Organic Nonexistent Mechanistic

When a company improves the packaging of its product, it is introducing a radically innovative change. True False

Lexie, 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 Lexie trying to have an impact? shareholder, customer, and market changes social and political pressures manager's behavior human resource concerns demographic characteristics

Which of the following circumstances is likely to increase the success of OD? A. Applying each OD intervention uniformly in international locations B. A single large intervention C. Support of top managers D. Implementing organizational change for its own sake E. Goals focused on the short term rather than the long term

Which of the following is NOT a supertrend shaping the future of business? A. More niche products B. Traditional companies struggling with radically innovative change C. Information becoming a competitive advantage D. Offshore suppliers affecting U.S. business E. Faster speed-to-market

Which of the following is a demographic characteristic that is a force for change outside the organization? Productivity Job satisfaction Education Petroleum prices

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

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

Cynthia Barton Rabe, a former innovation strategist for Intel, suggests that too much ______ can kill innovation. A. capital and investment B. determination and effort C. tolerance for ambiguity D. knowledge and experience E. creativity and invention

Employees are likely to see an adaptive change as A. highly threatening. B. moderately threatening. C. somewhat threatening. D. least threatening. E. totally unacceptable.

In organizational development, what type of interventions is NOT recommended for use? multiple interventions cross-cultural interventions goal-setting interventions single interventions combined interventions

In your efforts to gain allies and overcome employee resistance, excellent ______ will be a key to fostering innovation. A. organization B. communication C. production D. execution E. recognition

What is a common cause of employee resistance to change?

Disruption of group relationshipsPersonality conflicts

Although other ride-sharing services have experimented with driverless cars, Uber's introduction of driverless cars to its own fleet for the first time is an example of _________ change. adaptive surprising unsurprising radically innovative innovative

Ben, an OD consultant, is visiting Rainwater Supplements a year after he assisted them in making changes to their employee incentive plan. Now he is comparing sales and turnover data from the last three years to the current year. Ben is in the ______ stage of OD. A. refreezing B. intervention C. diagnosis D. adaptation E. evaluation

During Lewin's refreezing stage, managers should A. make employees dissatisfied with the present way of doing things. B. give employees the tools for change. C. provide benchmarking results. D. reduce the barriers to change. E. reinforce the desired change in the employees.

Non-managerial employees at Romero Manufacturing belong to a union. The union has come close to striking several times over the years and labor negotiations have recently been very tense. Romero likely needs to focus on changing A. values among potential customers. B. the likelihood that an acquisitions might occur. C. manufacturing processes and procedures. D. population variables. E. forces originating inside the organization.

Which of the following is NOT a supertrend shaping the future of business? faster speed-to-market offshore suppliers affecting U.S. business traditional companies struggling with radically innovative change more niche products information becoming a competitive advantage

Which of the following is NOT an inside force that is an indicator for an organization that change might be needed? A. High turnover B. Excessive conflict between managers and employees C. Job dissatisfaction D. High levels of stress among employees E. Increased competition

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? (Choose every correct answer.)

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

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

False

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 are among the seven components of fostering innovation? (Choose every correct answer.)

Getting commitment from top managers Creating an innovation strategy Instituting the necessary human resource policies, practices, and procedures Establishing the required structure and processes

Job dissatisfaction and high absenteeism are examples of which force for change inside the organization?

Human resources concerns

The desired goals of a change achieved through organizational development may occur at which levels?

Individual, Group, and Organizational

Which of the following is not an area in which change is often needed? A. Strategy B. Information C. People D. Structure E. Technology

Information (B)

Which of the following is not a supertrend shaping the future of business? A. More niche products. B. Traditional companies struggling with radically innovative change. C. Information becoming a competitive advantage. D. Offshore suppliers affecting U.S. business. E. Faster speed-to-market.

Information becoming a competitive advantage (C)

______________ is the process of creating new ideas and converting them into useful applications.

Inovation

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

Inputs, Target elements of change, and Outputs

Which statements are true about how offshore suppliers impact how we work? (Choose every correct answer.)

Offshore suppliers have enabled some U.S. jobs to become more productive. Offshore suppliers have resulted in the loss of some U.S. jobs.

Which of the following is an important aspect of the marketplace's becoming more segmented and moving toward more niche products?

Online selling makes it possible for to sell a greater variety of niche products

What type of structure is best suited to innovation?

Organic

What are the parts of a systems model of change? (Choose every correct answer.)

Outputs Target elements of change Inputs

Which of the following is a common cause of employee resistance to change?

Peer pressure

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

Change that is made in response to problems or opportunities as they arise is known as ________________ change.

Reactive

Even though the entire team felt it was important to purchase all of the supplies immediately for the new product line, upper management was concerned about investing that much money so early in the development cycle. Which factor of innovation is this company failing to provide?

Resources

Even though the entire team felt it was important to purchase all of the supplies immediately for the new product line, upper management was concerned about outlaying that much money so early in the development cycle. Which factor of innovation is this company failing to provide?

Resources

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

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

What is the problem?

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

What should we do to fix it?

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

At Hartford Toy Depot, employees know that during the month of December they are generally required to work different schedules, often with some overtime, to support the holiday shopping season. This is an example of a(n) ______ change. A. adaptive B. reactive C. innovative D. incremental E. radically innovative

adaptive (A)

The Human Resources manager at the Apex Golf and Tennis Club has just calculated the employee absenteeism rate for 2012, and it is 25% higher than it was in 2010 and 2011. He should A. wait until the end of 2013 and see what the rate is then. B. begin a major restructuring effort. C. reduce employees' work hours. D. address job design and ways to deal with work overload. E. institute strict disciplinary procedures for employees who are absent.

address job design and ways to deal with work overload (D)

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

creates a ripple effect through an organization

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

development

The common term used to describe the techniques for implementing planned change to make people and companies more effective is called organizational ______.

development

Nonmanagerial employees at Kennedy Steel belong to a union. The union has come close to striking several times over the years, and labor negotiations have recently been very tense. Kennedy likely needs to focus on changing A. values among potential customers. B. the likelihood that an acquisitions might occur. C. manufacturing processes and procedures. D. population variables. E. forces originating inside the organization.

forces originating inside the organization (E)

innovative

Great Plains Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its competitors in the area have recently begun to offer these hours to customers. This is a(n) ______ change. A. radically innovative B. innovative C. adaptive D. proactive E. reactive

innovative (B)

innovative change (D)

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

Unlike middle-skill jobs, ______-work jobs are rapidly growing.

knowledge

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

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

In anticipation of the upcoming holiday sales season, Sarah ordered the production manager to increase the supply of teddy bears and dolls in the warehouse. Sarah is demonstrating ______ change.

proactive

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

process

A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a(n) ______ innovation. A. product B. method C. process D. adaptive E. practical

process (C)

A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A. procedural B. radical C. product D. process E. adaptive

process (D)

Introducing a practice that is new to the industry is called a(n) ______ change. A. revolutionary B. radically innovative C. adaptive D. reactive E. innovative

radically innovative (B)

Evanston Cable Television has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require them to have several technicians on call. Evanston hopes this practice will give them an advantage over the competition, none of whom have adopted such a practice. It is introducing a(n) ______ change. A. reactive B. innovative C. activist D. adaptive E. radically innovative

radically innovative (E)

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

reactive

A change that is made in response to arising problems or opportunities is called A. reactive change. B. incremental change. C. proactive change. D. radical change. E. process change.

reactive change (A)

The beliefs, attitudes, and intentions of an organization's staff regarding the extent of the changes needed and how willing and able they are to implement the changes is called ______.

readiness for change

The beliefs, attitudes, and intentions of an organization's staff regarding the extent of the changes needed and how willing and able they are to implement them is called ______.

readiness for change

Carlos's company has been making and selling the same products for years. Recently, though, sales have fallen, so the company has decided to focus on creating an environment that promotes communication and fosters innovation in the hopes that this will inspire new ideas for products. Carlos's company is using organization to ______.

revitalize the company

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

senior leaders

Managers at Lucky Peach magazine are in the process of cross training entry-level employees to be able to take phone orders or answer customer questions, and to process orders in overflow situations. The company is changing its A. people. B. skills. C. technology. D. attitudes. E. structure.

skills (B)

Saitou Insurance is about to install a new computer system that will change the way claims adjusters settle claims. Adjusters will be able to do the adjustment and issue the check right at the scene of the accident. Saitou most likely needs to focus on changing employee A. performance. B. skills. C. attitudes. D. management. E. perceptions.

skills (B)

social and political pressures

Frisco Recreational Vehicles recently instituted cross-functional teams to develop new products. Team members are spread across the country, so it is expensive and time consuming for people to travel to headquarters to meet. The company would benefit most from a change in ______ involving A. technology; teams meeting "virtually" through electronic media. B. structure; disbanding the teams and relying on individuals to develop products. C. culture; sending team members to conflict management courses. D. people; hiring new people in the organization at the headquarters location. E. strategy; dropping the strategy of developing new products.

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