M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow

Exercise 90

Scenario: XYZ Office Supplies
XYZ Office Supplies is about to introduce a new customer service program that will affect all of its 355 sales and service employees. Job duties will be changed and the employee reward system will be altered to fit this new customer focus. Moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and often leisurely) routines that employees have followed over the years. Top management is concerned about what types of forces resisting change the company will potentially experience during this change process.
XYZ attempts to assist the change process by putting employees in direct contact with customers. Here, the company is trying to:
A) create an urgency for change.
B) use the stress management technique.
C) induce organizational learning.
D) negotiate with the employees.
E) coerce the employees to make a decision.