Deck 7: Managing Change and Innovation

Question 1

Increasing the numbers of employed women and minorities forces managers to pay attention to what change factor?

A) organizational strategy
B) changes in the composition of the workforce
C) new equipment
D) changing technology

Answer 1

B

Question 2

Organizations need change because ________.

A) the future is unpredictable
B) the environment is stable
C) external and internal factors create the forces for change
D) employees get bored with the status quo

Answer 2

C

Question 3

Bullseye, a large discount retailer, discovered it could not compete with the world's largest retailer and has repositioned itself as a more upscale discount department store. This move represents a change in ________.

A) consumer preferences
B) organizational strategy
C) technology
D) the economy

Answer 3

B

Question 4

During his first year of employment, Arnold saw mostly white male faces in his plant. Now he sees women and men of all ages and ethnicities. Communication has become challenging. Arnold has noticed a change in the ________.

A) lifestyle choices
B) workforce composition
C) employment laws
D) employee attitudes

Question 5

Which one of the following represents a change in technology?

A) Hand-held calculators replaced pencil and paper in the workplace.
B) Brenda exchanged her broken iPhone 4 for an iPhone 5.
C) Wooden desks were replaced by steel ones with composite tops.
D) Brownstone Corp. carpeted the tile floors in its office areas.

Question 6

In organizations, people who act as catalysts and assume the responsibility for managing the change process are called ________.

A) change masters
B) change agents
C) change champions
D) change generators

Question 7

The technology change in the manufacturing process of New Ideas, Inc.'s products to make the process more efficient is the result of a competitor lowering its price. Therefore, it was a(n) ________.

A) external force of change
B) internal force of change
C) marketplace force of change
D) economic force of change

Question 8

Labor strikes are an example of which of the following internal change factors?

A) workforce composition
B) new equipment
C) employee attitudes
D) organizational strategy

Question 9

Sales are down; unemployment is up. Evergreen Park Homes can no longer support its current level of production. Evergreen is facing a change in ________.

A) government regulations
B) technology
C) consumer preferences
D) the economy

Question 10

Falling interest rates are an example of what external force?

A) change in composition of workforce
B) change in employee attitudes
C) technological change
D) economic change

Question 11

Government regulations are considered an internal factor for change because they force the business to change how it functions.

Question 12

First he was all about innovation. Next it was efficiency. Now Snyder's strategy is customer responsiveness. These changes in strategy are indicative of ________.

A) external force of change
B) internal force of change
C) marketplace force of change
D) economic force of change

Question 13

Organizational change can best be defined as ________.

A) rethinking the organization's target markets
B) innovation that affects employees and customers
C) a "cleaning house" of the top executives
D) any alteration of people, structure, or technology.

Question 14

Alison has an idea for improving the efficiency of her work area. When she approached her supervisor, she was asked to shepherd the idea through the approval, implementation, and evaluations processes. Alison has become a ________.

A) supervisor
B) change agent
C) group leader
D) job coach

Question 15

Which one of the following represents a change in technology?

A) Most business communication involves email.
B) Electricity is produced by generating plants that burn coal.
C) Bold, bright colors in clothing and wall paint have largely replaced neutrals.
D) The participation rate of the U.S. labor force is at its lowest point in the last 40 years.

Question 16

When the employees express their concern about their bonus checks, which of the following types of forces of change is in play?

A) external force of change
B) labor market force of change
C) internal force of change
D) social force of change

Question 17

Outside consultants tend to recommend more cautious changes because they may fear lawsuits if the recommendations turn out badly.

Question 18

Which one of the following is an example of changing consumer preferences?

A) Cell phone cameras have improved with each version of the phone.
B) Employers with at least 50 employees must offer health care plans.
C) A recession has caused an increase in unemployment.
D) The colors in home fashions change every year.

Question 19

The Sarbanes-Oxley Act is an example of which of the following forces of change?

A) internal change
B) technological change
C) external change
D) organizational strategy change

Question 20

Outside consultants are more likely to initiate ________ organizational changes than insiders are.

A) drastic
B) mild
C) acceptable
D) trivial

Question 21

According to Lewin, which of the following is the objective of refreezing?

A) directing behavior away from the change
B) hindering the existing equilibrium
C) eliminating the need for future change
D) stabilizing the new situation

Question 22

New Ideas, Inc., focuses on new ideas, uses technology that changes frequently, and has strong competition in the market. This situation describes what metaphor of change?

A) a shallow water metaphor
B) a falling water rapid metaphor
C) a rapid water metaphor
D) a white-water rapids metaphor

Question 23

Lewin's three-step process is consistent with the ________ theory of organizational change.

A) white-water rapids
B) shallow waters
C) smooth waters
D) calm waters

Question 24

According to Kurt Lewin, which of the following is a stage in the change process?

A) restraining
B) driving
C) processing
D) unfreezing

Question 25

Business had been humming along just fine until the Great Recession hit. Benton Industries adjusted by laying off employees until the recession ended then hired them back. Then it was back to business as usual. This is an example of ________.

A) the shallow water metaphor
B) the calm waters metaphor
C) the white-water rapids metaphor
D) the falling water metaphor

Question 26

In the "white-water rapids" metaphor of change, change is seen as an occasional disruption in the normal flow of events.

Question 27

Fuel prices keep spiraling upward so recreational vehicle manufacturers are being pressured to produce lighter units that can be pulled by smaller trucks. This situation is representative of ________.

A) a driving force
B) a social force
C) a restraining force
D) an economic force

Question 28

Identify some of the external and internal forces of change.

Question 29

Cost-cutting measures tend to exacerbate the conditions that led to the need for cutting costs.

Question 30

Employees who prefer stability are less likely to try new technology.

Question 31

Discuss the four internal factors that cause change in an organization, giving an example of each factor.

Question 32

When the Pinto cars made by Ford were increasingly involved in fatal rear-crash accidents, Ford officials made a decision to discontinue that model. Their decision was a(n) ________ change.

A) inactive
B) proactive
C) reactive
D) retroactive

Question 33

The unfreezing step of the change process can be thought of as ________.

A) changing to a new state
B) sustaining a change over time
C) changing the organizational structure
D) preparing for the needed change

Question 34

Bob is the noon manager at a fast-food hamburger restaurant. As soon as he saw the bus pull into the parking lot, he ordered the cooks to put down as many patties as the grill would hold and shifted his people around so every cash register was open. Bob's response was ________.

A) inactive
B) proactive
C) deactive
D) retroactive

Question 35

The "white-water rapids" metaphor of change is consistent with Lewin's concept of unfreezing, changing, and refreezing.

Question 36

In the ________ metaphor, change is normal and expected and managing it is a continual process.

A) calm waters
B) white-water rapids
C) smooth water
D) water over the dam

Question 37

The two metaphors commonly used to describe the two views of the change process are ________.

A) smooth water and troubled water
B) calm waters and white-water rapids
C) shallow water and falling water
D) burning bridge and water over the dam

Question 38

According to Kurt Lewin, increasing the driving forces is a means of ________.

A) unfreezing
B) changing
C) restraining
D) refreezing

Question 39

"If it's not one thing, it's another. We just get used to doing things one way and suddenly that's not good enough anymore. It's a new machine here, a new manager there, changing customer demands-it never ends!" This is an example of ________.

A) the water over the dam metaphor
B) the calm waters metaphor
C) the white-water rapids metaphor
D) the falling water metaphor

Question 40

Discuss the four external factors that prompt change in an organization, giving an example of each factor. Explain how the factor affects the organization

Question 41

After several expansions and acquisitions that resulted in duplicate positions of several administrative functions, U.S. Big Corp. decided to reorganize itself around customers rather than around functions. This would amount to a change in ________.

A) structural design
B) selection process
C) degree of centralization
D) structural components

Question 42

The installation of the new equipment at Fred Fryer's Donuts, Inc., is an example of ________.

A) people change
B) management change
C) technological change
D) structural change

Question 43

Colin believes his organization could be more profitable if it could respond to customers more quickly so he has decided to remove some management layers and increase the remaining managers' span of control. These would be considered changes in ________.

A) structural design
B) structural process
C) degree of centralization
D) structural components

Question 44

During the great recession, average household discretionary income declined. Families sought less expensive alternatives for luxury items. Producers adjusted by offering lighter-weight, lower-cost items. These producers changed their ________.

A) strategies
B) structures
C) people
D) technology

Question 45

If Kelly were to consider enhancing productivity by giving greater authority to her subordinates and increasing formalization, she would be considering ________ changes.

A) structural
B) technological
C) people
D) strategy

Question 46

Which type of change might include a shift from a functional to a product structure?

A) a structural design change
B) a structural component change
C) a technological change
D) a people change

Question 47

Technological changes usually involve the introduction of ________.

A) new equipment, tools, or operating methods
B) new equipment, tools or people
C) new equipment, operating methods, or structure
D) new equipment, people, or structure

Question 48

An increase in the diversity of his department has led to conflict and animosity. To reduce this and allow his team to become more productive, Lemuel has asked the Human Resources department to provide ________ for his people.

A) survey feedback
B) sensitivity training
C) team building
D) intergroup development

Question 49

________ is the term used to describe change methods that focus on people and the nature and quality of interpersonal work relationships.

A) Commercial development
B) Organizational development
C) Career development
D) Comprehensive development

Question 50

What organizational development technique involves changing the attitudes, stereotypes, and perceptions that work groups have about each other?

A) team building
B) intergroup development
C) survey feedback
D) sensitivity training

Question 51

Organizational change can be any alteration of strategy, people, structure, or technology.

Question 52

Structural component changes include ________.

A) combining departmental responsibilities
B) changing work processes
C) changing attitudes
D) changing behavior

Question 53

________ is a method of changing behavior through unstructured group interaction.

A) Team building
B) Intergroup development
C) Survey feedback
D) Sensitivity training

Question 54

Describe and explain the "calm waters" view of organizational change.

Question 55

Changes in work processes, methods, and equipment are a part of ________ changes.

A) technological
B) structural component
C) financial
D) structural design

Question 56

Organizational change is any alteration of ________.

A) people, structure, or technology
B) structure, management, or goals
C) technology, goals, or management
D) rules, procedures, or management

Question 57

If Kraft Foods hired a consultant to decrease group friction and enhance cooperative work relationships, this would be an example of managing ________ changes.

A) technological
B) people
C) financial
D) structural

Question 58

A company that decides to decentralize its sales procedures is managing ________ changes.

A) technological
B) people
C) strategy
D) structural

Question 59

After Body-Met acquired Uni-Dyne, the company reorganized around geographic divisions instead of function. This action represents changes in ________

A) strategy
B) structural components
C) structural design
D) people

Question 60

When supermarkets and other retailers use scanners that provide instant inventory information, they are adopting ________ changes.

A) technological
B) people
C) efficiency
D) structural

Question 61

People may resist change based on habit.

Question 62

Which of the following is a favorable condition that will facilitate a cultural change?

A) The organization has a strong culture.
B) The organization has a long existence.
C) A dramatic crisis occurs.
D) A stable leadership exists.

Question 63

Sensitivity training refers to activities that help team members learn how each member thinks and works.

Question 64

Back2Work succeeded because it offered personalized assistance to its clients-people who had lost jobs-beginning with having a live person answer every phone call. When management proposed an automated answering service with a directory tree ("Press 1 for a company directory", for example), Cathy was concerned the company would lose customers. Cathy's resistance stemmed from her

A) belief that uncertainty would increase
B) fear that she would be forced out of her habit
C) concern over personal loss
D) belief that the change was incompatible with the goals and interests of the organization.

Question 65

________ involves bringing individuals directly affected by the proposed change into the decision-making process.

A) Participation
B) Facilitation and support
C) Delegation
D) Manipulation and co-optation

Question 66

Managers exclusively play the role of change agents.

Question 67

Back2Work is considering replacing the receptionist who answers the phone with an automated answering system. Back2Work should ________ to reduce resistance to this change.

A) negotiate with the current receptionist
B) tell the current receptionist she is being reassigned
C) involve the current receptionist in the decision process
D) explain the benefits of this change to the current receptionist.

Question 68

One reason people resist change in an organization is that they are afraid their skill set will be obsolete.

Question 69

________ involves distorting facts to make the change appear more attractive.

A) Framing
B) Education and communication
C) Participation
D) Manipulation and co-optation

Question 70

Changing structure includes any change in structural variables such as reporting relationships, coordination mechanisms, employee empowerment, or job redesign.

Question 71

In addition to face-to-face meetings, employers are encouraged to use ________ to communicate information about changes to their workforce.

A) paid public announcements
B) social media
C) bulletin boards
D) emails

Question 72

Explain organizational change and briefly discuss the four types of change.

Question 73

Which one of the following techniques for reducing resistance to change assumes that much of the resistance lies in misinformation?

A) negotiation
B) education and communication
C) participation
D) facilitation and support

Question 74

An individual is likely to resist change because of the feeling ________.

A) of achievement
B) of uncertainty
C) of personal gain
D) that the change is in the organization's best interest

Question 75

________ involves exchanging something of value for an agreement to lessen the resistance to the change effort.

A) Negotiation
B) Manipulation and co-optation
C) Coercion
D) Facilitation and support

Question 76

Which one of the following techniques for reducing resistance to change includes employee counseling, therapy, new skills training, or a short paid leave of absence.

A) negotiation
B) facilitation and support
C) manipulation and co-optation
D) coercion

Question 77

When Joshua proposed cross-training his employees so absences and vacations would not pose such a problem in productivity, his employees objected. Their resistance came from their ________.

A) belief that ambiguity would increase
B) fear that they would be forced out of their habits
C) concern over personal loss of income
D) belief that Joshua's changes would harm the organization

Question 78

Define Organizational Development (OD). List and explain the five most popular OD techniques.

Question 79

Shelly was the most senior employee in the department and knew just about everything about everyone else's job. If all employees in the department were cross-trained, Shelly would no longer have an advantage that brought with it special privileges. Shelly's resistance to change came from her ________.

A) belief that uncertainty would increase
B) fear that she would be forced out of her habit
C) concern over personal loss
D) belief that the changes would harm the organization

Question 80

Fred's Donuts is installing new equipment in its bakery. Many employees are fearful they will not be able to operate it. Which one of the following courses of actions is best for Fred to use to overcome this employee resistance?

A) threaten the employees who resist the change
B) present distorted facts to the employees
C) terminate employees who resist the change
D) educate employees and communicate with them