Instructor Resource
Burke, Organization Change, 5th edition
SAGE Publishing, 2018
Chapter 11: Organizational Culture Change
Test Bank
Multiple Choice
1. Which of the following is true about organization culture?
A. It is the most difficult aspect of organization change.
B. It is a transformational factor.
C. It is directly related to the external environment
D. All of the these
2. Schein’s (2004) three concepts for diagnosing organization culture are ______.
A. artifacts, espoused beliefs and values, and basic underlying assumptions
B. artifacts, espoused policies and procedures, and basic underlying assumptions
C. artifacts, espoused beliefs and values, and policies and procedures
D. artifacts, espoused beliefs and values, and the total system
3. Which of the following, according to Schein, is a key to successful culture change?
A. The management of the anxiety that accompanies relearning.
B. The assessment of whether the genetic potential for new learning is present.
C. Both A and B
D. None of these
4. Organization culture ______.
A. cannot be interpreted
B. can only be interpreted, never understood
C. can be understood only at Schein’s first level of an organization’s culture
D. can be understood only at Schein’s third level of an organization’s culture
5. The organization change at British Airways that Burke describes spanned ______.
A. 1 year
B. 2 years
C. 4 years
D. 5-plus years
6. The need for culture change at British Airways resulted from ______.
A. its changes in mission and strategy
B. its change from being a government supported to a publically owned airline
C. its need to be more competitive in the world marketplace
D. all of these
7. British Airways change effort was the result of a disruption in the organization’s
______.
A. external environment
B. deep structure
C. culture
D. leadership
8. British Airway’s culture before the change was ______.
A. participative
B. command and control
C. paternalistic
D. country club
9. Before its change, British Airways focused ______.
A. more on serving the customers than on maintenance services
B. more on maintenance services than on serving the customers
C. mostly on the external environment
D. mostly on improving customer service
10. British Airway’s CEO helped facilitate acceptance to change by ______.
A. keeping some aspects of the organization stable and intact
B. using a coercive approach
C. using a political approach
D. ignoring process
11. British Airways culture needed to change from ______.
A. an open system to a closed culture
B. a self-managed to an autocratic culture
C. a bureaucracy to a service culture
D. a participatory to a top-down culture
12. The purpose of the “Managing People First” programs was ______.
A. to encourage attrition so new blood could be hired
B. to train front-line employees how to treat customers
C. to train managers in self-leadership
D. to change British Airways’ culture
13. Which of the following is true?
A. There is a trickle-down effect on how supervisors treat their employees and how
these employees treat customers.
B. Training front-line employees how to deal respectfully with their customers results in
more effective customer relations than training supervisors how to deal respectfully with
their direct reports.
C. Training supervisors how to deal respectfully with their direct reports has no affect on
how the direct reports treat customers.
D. None of these
14. The change effort at British Airways also included ______.
A. changing the entire financial function
B. adding a marketing function
C. both A and B
D. none of these
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15. British Airway’s change effort was ______.
A. evolutionary
B. revolutionary
C. mismanaged
D. unrealistic
16. Which of the following is ranked from most difficult to least difficult to change?
A. behavior, attitudes, values
B. behavior, values, attitudes
C. values, attitudes, behavior
D. attitudes, values behavior
17. An intervention into any system first causes ______.
Instructor Resource
Burke, Organization Change, 5th edition
SAGE Publishing, 2018
9
A. disequilibrium
B. equilibrium
C. resistance
D. cognitive processing
18. The changes at British Airways ______.
A. perturbed the organization’s system
B. punctuated its equilibrium
C. caused leadership to question the way the organization did things
D. all of these
19. Office arrangements and how people dress represent, in organization culture terms
______.
A. artifacts
Instructor Resource
Burke, Organization Change, 5th edition
SAGE Publishing, 2018
10
B. espoused beliefs and values
C. basic underlying assumptions
D. none of these
20. How organization members describe what the organization stands for and how they
treat customers represent, in organization culture terms ______.
A. artifacts
B. espoused beliefs and values
C. basic underlying assumptions
D. none of these
21. Organizational culture change requires ______.
A. system wide changes
B. direct response to the external environment
Instructor Resource
Burke, Organization Change, 5th edition
SAGE Publishing, 2018
11
C. revolutionary interventions
D. all of these
22. Organizational culture is ______.
A. expensive to maintain
B. a transformational factor
C. a transactional factor
D. impossible to define
23. According to Schein, organizational culture is ______.
A. artifacts
B. espouse beliefs and values
C. basic underlying assumptions
Instructor Resource
Burke, Organization Change, 5th edition
SAGE Publishing, 2018
12
D. all of these
24. Schein uses the term “artifacts” to describe ______.
A. archaeological evidence of an organization’s behavior
B. out of date data points
C. visible manifestations of the organization’s products, language, modes and manners
of dress, and rituals
D. none of these
25. Schein’s reference to organizational cultures “espoused beliefs and values” requires
______.
A. social validation
B. consensus of action
C. the reduction of uncertainty