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Exam 10: Organizational Change and Innovation: Lifelong Challenges

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Question 51

Multiple Choice

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Keurig created a new category of coffee/tea preparation by offering one-cup-at-a-time pod-style brewing with its "K-cups." Keurig's product is an example of a(n) ________ innovation.

A) technology
B) product
C) process
D) improvement
E) new-direction

F) A) and C)
G) B) and C)

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Question 52

Multiple Choice

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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. As part of the ________ stage of change, the nurses' managers try to instill in them the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation.

A) unfreezing
B) freezing
C) change
D) refreezing
E) thawing

F) A) and B)
G) A) and C)

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Question 53

Multiple Choice

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The human resource manager at Creative Minds Inc. has just calculated that the employee absenteeism rate for 2017 is 18 percent higher than it was in 2016, and the turnover rate increased 20 percent over the same time period. Which of the following is NOT an option she should consider for improving the situation?

Corporate restructurings threaten to eliminate jobs and generally trigger strong resistance.

Which of the following is an effective way to deal with change and innovation?

________ is the set of techniques used for implementing planned change to make people and organizations more effective.

Which of the following statements is true about the effectiveness of OD?

As an OD consultant, Mika is designing a survey of employee attitudes to be given to workers at Hope Urgent Care, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Mika is conducting the ________ stage of OD.

As you prepare yourself for change, which is ongoing, think of five self-affirmations you can use to remind yourself to remain open to change.

During Lewin's refreezing stage, managers should

As owner and senior accountant at a tax preparation firm, Ben is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. How does Ben predict the employees will react?

Suppose your college or university wanted to make a major change in some important aspect of student life at your school, such as getting students more involved in charitable organizations. How should the college or university use Lewin's model to guide its actions?

A year after she assisted Interior Heating and Lighting in making changes to an employee incentive plan, Coral, an OD consultant, is visiting the company to determine if the changes were helpful. Coral will compare sales and turnover data from the last three years to the current year. Coral is in the ________ stage of the OD process.

When it comes to learning from failure in the innovation process, Pixar President Ed Catmull said,

This question contains multiple sections; be sure to answer each. First, list the three sources of resistance to change, giving an example of each. Next, define a change agent and explain his or her role in bringing about organizational change. Third, imagine that you are the CEO of Home Shopper, a personalized shopping service. Currently you have 20 personal shoppers on staff. To compete better, you decide to change your way of doing business. Instead of meeting clients at their homes to discuss their clothing preferences and look through catalogs, your employees will now be required to pick each customer up at her home, take her to various stores, and work with her to choose the right clothes. This stronger focus on each customer means that each of your employees will have fewer clients, which means they may earn less money and commissions. Explain some types of resistance you might encounter from your employees and how you might address each one.

A press conference was held and a new commissioner was announced by the governor. The acting commissioner was not aware of the change and was not able to make an announcement to staff prior to the press conference. The rumor mill started as soon as the press conference ended that the agency was being dismantled and all the employees would be laid off. Was this a reasonable response to the change?

Krystal works in the cosmetic industry. She is tasked with creating new perfumes, colognes, and lipstick colors annually. Her daughter has asked her to come to her school and present at career day, as she thinks what her mom does is cool and fun. How will Krystal describe what her mom does?

Which types of behaviors by managers might indicate a need for change?