42) 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.
43) After Dottie’s Gifts and Cards surveyed its customers, it discovered that its customers
preferred the company’s competition more than 75 percent of the time. The most frequently cited
reason was customer service. During which stage of Lewin’s change model should Dottie provide
her employees with this information about the problems with customer service?
A) stabilizing
B) continuous improvement
C) unfreezing
D) changing
E) refreezing
44) ________ 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
45) A ________ often puts organizational development into practice.
A) transformative consultant
B) catalytic consultant
C) counselor
D) change agent
E) training specialist
46) 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
47) Which example best describes the benefits of OD?
A) OD increases efficiency among employees in a firm.
B) OD helps employees from two similar organizations work better together in a strategic alliance.
C) OD is used with employees dealing with stress that comes from revitalizing an organization or
adapting to a merger.
D) OD aids in facilitating discussions of ethical issues in preparing a company’s code of ethics.
E) OD works with the CEO to determine how to increase profitability.
48) 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.
A) unfreezing
B) intervention
C) evaluation
D) diagnosis
E) refreezing
49) “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
50) Lamar, an OD consultant, is working with members of a cross-functional team to build
cohesiveness and practice skills so the team can function better. He has observed them working
together to solve problems and he has shared the latest customer survey results with them. Lamar
is conducting the ________ stage of the OD process.
A) feedback
B) diagnosis
C) evaluation
D) changing
E) treatment, or intervention
51) 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.
A) refreezing
B) intervention
C) diagnosis
D) evaluation
E) adaptation
52) Which of the following circumstances is less unlikely to increase the success of OD?
A) consideration of cross-cultural differences
B) single intervention
C) management support
D) goals geared to short-term results
E) goals geared to long-term results
53) When it comes to learning from failure in the innovation process, Pixar President Ed Catmull
said,
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) “Mistakes are inevitable consequence of doing something new and should be seen as valuable.”
D) “Develop a tolerance for ambiguity so that failure does not personally upset you.”
E) “Avoid it by almost any means necessary because it will irreparably harm your reputation.”
54) 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
55) 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
56) 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
57) The business management department at a local university began posting all assignments and
other class materials to a learning management course website instead of creating a packet or
printed materials for students to purchase each term. The business management department is
implementing a ________ innovation.
A) process
B) product
C) policy
D) breakthrough
E) reactive
58) Salon Products recently introduced a new all-natural shampoo. Logan, director of new product
development, has just reviewed the dismal results. As it appears that his team adequately
researched the product’s acceptance by consumers prior to its introduction, he is confused by the
outcome. But to keep his team open to innovation, Logan should
A) step down as director.
B) fire and replace the team lead as an example to others.
C) foster an innovative culture and climate that permits experimentation, risk taking, and failure.
D) ignore the product failure.
E) demote the team leader.
59) Which of the following is NOT a way to encourage and foster innovation?
A) being responsive to change
B) motivating individuals
C) emphasizing processes and tools
D) testing prototypes
E) collaborating with customers
60) Which of the following jobs are LEAST likely to be taken over by automation?
A) knowledge work jobs
B) bookkeeping jobs
C) clerical jobs
D) assembly-line jobs
E) jobs that require unskilled labor
61) According to the systems model of change, which of the following is NOT an input?
A) the organization’s mission statement
B) the organization’s vision statement
C) the organization’s products or services
D) the organization’s strategic plan
E) an analysis of the organization’s readiness for change
62) Suppose a soft-drink company, Soda Pops, is conducting a force-field analysis to determine
which forces could facilitate a proposed change (the introduction of a new black cherry soda) and
which forces could act against it. Which of the following would Soda Pops consider a
counterthruster?
A) Market research indicates that noncaffeinated, dark (black cherry) sodas are increasing in
popularity.
B) Soda Pops’ Facebook pages have more than 4.5 million likes.
C) Soda Pops has never been able to gain any significant market share outside of the Northwest.
D) In unbiased surveys, college students often say that Soda Pops manufactures their favorite soft
drinks.
E) Soda Pops is a favorite among the Baby Boomer generation.
63) ________ refers to customers becoming segmented into smaller and more specialized groups
responding to more narrowly targeted commercial messages.
A) Crowdsourcing
B) Disruptive innovation
C) Force-field analysis
D) Demassification
E) Change agent
64) In organizational development, what type of interventions is NOT recommended for use?
A) multiple interventions
B) single interventions
C) combined interventions
D) cross-cultural interventions
E) goal-setting interventions
65) 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?
A) Krystal will say she is an organizational developer.
B) Krystal will say she is a treatment developer.
C) Krystal will say she is a product innovator.
D) Krystal will say she is a process innovator.
E) Krystal will say she is an improvement innovator.
66) 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
67) How do you know if a company fosters an innovative culture and climate?
A) It has a set of dependent processes and structures for how the company designs solutions.
B) It allows for experimentation, failure, and risk taking.
C) It focuses only on producing the products that have made it successful.
D) It seeks feedback from a small think tank of individuals who have a pulse on consumers.
E) It uses change agents to broker disagreements between management and innovators.
68) Which of the following is an effective way to deal with change and innovation?
A) Insist on success and punish failure.
B) Offer different explanations for the change to different work groups.
C) Hold closely to established methods of getting the job done.
D) Innovate by varying existing products that are already on the market.
E) Have flexibility and adaptability.
69) Social media (LinkedIn, Facebook) can make the search for new employees more efficient.
The rise of social media is an example of a(n) ________ advancement or force.
A) technological
B) social or political
C) market
D) inside
E) demographic
70) ________ is the process by which a company determines if the intervention made a positive or
negative difference.
A) Reference innovation
B) Evaluation
C) Feedback
D) Diagnosis
E) Radical innovation
71) Which of the following factors increases an organization’s ability to innovate?
A) employees who build relationships with their peers
B) employees who blame others for failure
C) employees with a strong desire to acquire personal wealth
D) employees who possess intrinsic motivation
E) employees with a high tolerance for ambiguity
72) Which of the following is NOT a component of an innovation system?
A) leadership
B) human capital
C) policies, practices, and procedures
D) structure and processes
E) philanthropic strategies
73) How are offshore suppliers changing the way U.S. companies work?
A) Other countries can market the products and build a consumer base faster than in the United
States.
B) Other countries can produce products with less governmental oversight, so it is cheaper.
C) Other countries have employees willing to work twice as hard for half the pay.
D) Import tariffs are still cheaper than a U.S. payroll.
E) Education in foreign companies exceeds that of the United States, so product development is
further ahead.
74) Despite the increase of automation, which jobs are on the rise?
A) knowledge work jobs
B) bookkeeping jobs
C) clerical jobs
D) assembly-line jobs
E) jobs that require unskilled labor
75) What does a manager who is desiring change NOT have control over?
A) people
B) job design
C) change agents
D) communication and leadership
E) policies and procedures