mgmt ch 10 test
According to Jim Collins, undisciplined pursuit of more and grasping for salvation are stages of institutional ___________. A. decline B. change C. intervention D. resistance E. innovation
A
Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. This reflects __________. A. shareholder, customer, and market changes B. social and political pressures C. human resource concerns D. managers' behavior E. technological advancements
A
In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products, yet small sales, one or two rather than millions of items at a time, can produce big profits. This is an example of __________. A. the marketplace becoming more segmented and moving toward more niche products B. declining population in developed countries C. China becoming the second-largest economic power D. the rise of business-to-business technology E. instant-gratification shopping
A
Kotter proposed which of the following for organization change? A. eight steps for leading organizational change B. three types of innovation: adaptive, innovative, and radically innovative C. a three stage model: unfreezing, changing, and refreezing D. a three-step model: diagnosis, intervention, and evaluation E. ten reasons employees resist change
A
Lewin's change model consists of __________. A. three stages: unfreezing, changing, and refreezing 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 types: adaptive, innovative, and radically innovative E. three steps: diagnosis, intervention, and evaluation
A
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. A. unfreezing B. freezing C. change D. refreezing E. thawing
A
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. A. process B. product C. policy D. breakthrough E. reactive
A
Which of the following is not an interacting factor that affects the level of resistance to change? A. gender of the change agent B. employee characteristics and perceptions of change C. individual differences of the change agent D. change agent-employee relationship E. change agent actions and inactions
A
A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a ______ innovation. A. product B. process C. core D. transformational E. practical
B
A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A. procedural B. process C. product D. transformational E. adaptive
B
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. A. reactive B. adaptive C. innovative D. incremental E. radically innovative
B
Northstar Insurance is about to install a program that will change the way its adjusters settle claims. Adjusters will be able to complete adjustment and issue the check right at the scene of the accident. Although employees are uncertain this can work, other insurance agencies have been successful with this approach. This represents ________. A. motivated change B. innovative change C. adaptive change D. radically innovative change E. refusal to change
B
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. radical C. process D. product E. disruptive
B
The increasing diversity of the American workforce is an example of a(n) ______ force for change. A. market B. demographic C. social and political D. political E. economic
B
Which of the following is not a supertrend shaping the future of business? A. more niche products. B. information becoming a competitive advantage. C. traditional companies struggling with radically innovative change. D. offshore suppliers affecting U.S. business. E. faster speed-to-market.
B
Which of the following is not one of the primary uses of OD? A. adapting to a merger B. improving recruitment C. managing conflict D. revitalizing an organization E. adapting to an acquisition
B
_____________ is the set of techniques used for implementing planned change to make people and organizations more effective. A. Corporate transformation B. Organizational development C. Revitalization D. Continuous improvement E. Incremental innovation
B
Employees are likely to see an adaptive change as __________. A. highly threatening B. moderately threatening C. least threatening D. significantly complex, costly, and uncertain E. totally unacceptable
C
In which of the following situations would OD techniques be the most helpful? A. increasing efficiency among employees in a firm B. helping employees from two similar organizations work better together in a strategic alliance C. dealing with employee stress that comes from changing behaviors or from adapting to mergers 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
C
Introducing a practice that is new to the industry is called a(n) ______ change. A. revolutionary B. adaptive C. radically innovative D. reactive E. innovative
C
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? A. demographic characteristics B. shareholder, customer, and market changes C. manager's behavior D. human resource concerns E. social and political pressures
C
Links Cable Network has decided to offer an one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. It is introducing a(n) ______ change. A. reactive B. innovative C. radically innovative D. adaptive E. active
C
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) ______ advancement. A. market B. social and political C. technological D. demographical E. economic
C
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. fail early, fail cheaply, and don't make the same mistake twice D. develop a tolerance for ambiguity so that failure does not personally upset you E. avoid it by almost any means necessary, since it will irreparably harm your reputation
C
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. increased competition D. high levels of stress among employees E. Job dissatisfaction
C
____________ is a change that represents the introduction of a new practice to an organization but one that is not new to the industry. A. Proactive change B. Adaptive change C. Innovative change D. Reactive change E. Radically innovative change
C
A change that is made in response to arising problems or opportunities is called __________. A. radical change B. incremental change C. proactive change D. reactive change E. process change
D
A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation. A. adaptive B. transformational C. personnel D. product E. process
D
A year after she assisted them in making changes to an employee incentive plan, Kara, an OD consultant, is visiting Thomas Engineering to determine if the changes were helpful. Kara will compare sales and turnover data from the last three years to the current year. Kara is in the ______ stage of OD. A. refreezing B. intervention C. diagnosis D. evaluation E. adaptation
D
After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70% of the time. The most frequently cited reason was customer service. This information will be most helpful to introduce to her employees during which stage of Lewin's change model? A. stabilizing B. continuous improvement C. unfreezing D. changing E. refreezing
D
An innovative change involves ______ complexity, cost, and uncertainty. A. no B. minimum C. hidden D. moderate E. extreme
D
As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic. By collecting this information, Sharon is conducting the ______ stage of OD. A. unfreezing B. intervention C. evaluation D. diagnosis E. refreezing
D
During Lewin's changing stage, managers should __________. A. reduce the barriers to change B. make employees dissatisfied with the present situation C. reinforce the desired change D. give employees new information, perspectives, and models for behavior E. encourage employees to exhibit the new change
D
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. encourage and reinforce the desired change in the employees E. reduce the barriers to change
D
Organizational development is often put into practice by a __________. A. transformative consultant B. catalytic consultant C. counselor D. change agent E. training specialist
D
The creation of products, services, or technologies that modify those that already exist is called ______ innovation. A. radical B. product C. process D. incremental E. adaptive
D
What shall we do about the problem?" is the question that would most likely be asked during the ______ stage of OD. A. changing B. diagnosis C. feedback D. treatment or intervention E. evaluation
D
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. social and political pressures E. absenteeism
D
Inside forces for change include which of the following? A. domestic competition B. recession C. advancements in automation D. immigration E. low productivity and turnover
E
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. cultural D. responsive E. proactive
E
Which of the following circumstances is unlikely to increase the success of OD? A. consideration of cross-cultural differences B. single intervention C. top management support D. goals geared to short term results E. goals geared to long term results
E
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. Jump right into it. E. Have the courage to follow your ideas.
E
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's group sent a product that was nearing its launch date back to the drawing board based on a competitor's superior new offering. C. Ciara cannot get permission to hire another person until her group misses several deadlines. D. Ciara is constantly "putting out fires," responding to daily crises in her group. E. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.
E
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. necessity D. wealth and money E. philanthropy
E
Which of the following sequences best describes how a manager can foster innovation in an organization? A. devise solutions, reorganize, change culture, stabilize system B. recognize problems, overcome resistance, gain allies, penalize failures C. overcome resistance, empower employees, execute well, provide incentives D. recognize problems, train employees, devise solutions, execute well E. recognize problems, gain allies, overcome resistance, execute well
E
