Chapter 10 Managing the Information Technology Resource 1
Chapter 10
Management of Change
True-False Questions
1.
According to Schein, organizational culture is a significant force in encouraging change
because cultural assumptions are easily understood.
2.
The change phase of Lewin–Schein’s change process involves introducing the new process
through education and training.
3.
The Lewin-Schein basic model of the change process involves four distinct phases: freezing,
unfreezing, change, and refreezing.
4.
The refreezing phase of Lewin–Schein’s change process is the first step to be taken because it
involves getting people to abandon their original habits and procedures for getting their work
done so that they are more receptive to change.
5.
A primary motivation for change is that people are generally altruistic, thinking that change
is in the best interests of the organization as a whole.
6.
One of the strongest motivators for unfreezing is “pain.”
7.
A primary motivation for successful change is that there is a direct hierarchical order to
implement the change.
8.
IT as a changee refers IT as the object of change, such as the change associated with IT due
to a major business merger or acquisition.
2 Managing the Information Technology Resource
9.
Connor’s Response to Change models propose that change occurs in both a positive cycle
and a negative cycle.
10.
The Informed Optimism stage of Connor’s Stages of Positive Response to Change model
occurs when enough time has passed and the ideas have been “tested” within and outside the
organization and have received support.
11.
The Denial stage of Connor’s Stages of Negative Response to Change model occurs when
people assume the position that the new initiative will fade away like so many others.
12.
The four keys to implementing change are leadership plus facilitation, get the right people
involved, team building, and secure resources.
13.
The 80/20 rule, as applied to the management of change, requires 80% of the effort be put
into making the change and 20% of the effort be put into preparing for the change.
14.
One key to refreezing is implementing a new reward system to reinforce the new desired
behavior.
15.
The key to understanding transnational complexity in the management of change is to
perform a thorough stakeholder analysis.
Multiple Choice Questions
16.
Each of the following is a method that managers use to successfully manage an organization
through a change process except:
a. shielding the product or service during the change process.
b. limiting the amount of change introduced to one project per year.
c. carefully planning the total time involved in the change process.
d. minimizing the downtime of the people involved in the change.
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17.
Which of the following best describes the systematic, interdisciplinary study of the design,
uses and consequences of IT that takes into account their interaction with institutional and
cultural contexts?
a. Lewin-Schein model for managing change through IT
b. Social informatics
c. Contingency model
d. Results-driven structure
18.
Each of the following is a distinct phase of Lewin–Schein’s change process except:
a. unfreezing.
b. refreezing.
c. freezing.
d. change.
19.
Which of the following best describes the phase of Lewin-Schein’s change process model
whereby the new process has become the norm and individuals will not revert to the original
way of doing things?
a. Unfreezing
b. Refreezing
c. Freezing
d. Change
20.
Each of the following is considered a motivator of change except:
a. pain.
b. seeing that one’s own job will benefit from the new processes and technologies.
c. a new version is released.
d. a charismatic leader.
21.
Each of the following is an example of IT as a changer except:
a. hardware.
b. personnel.
c. processes.
d. scarcity of labor, raw materials.
22.
Each of the following is an example of IT as a changee except:
a. personnel.
b. mergers and acquisitions.
c. customer demands.
d. scarcity of labor, raw materials.
23.
Each of the following is a stage of Conner’s Stages of Positive Response to Change except:
a. Acceptance.
b. Completion.
c. Informed pessimism.
d. Hopeful realism.
24.
Which of the following stages of Connor’s Stages of Positive Response to Change is best
described as being the home stretch when participants can see the end goal in sight?
a. Completion
b. Informed pessimism
c. Hopeful realism
d. Informed optimism
25.
Which of the following stages of Connor’s Stages of Negative Response to Change is best
described as the feeling of resentment employees have when they are helpless to change their
destiny?
a. Depression
b. Immobilization
c. Acceptance
d. Anger
26.
Each of the following is a stage of Conner’s Stages of Negative Response to Change except:
a. Acceptance.
b. Completion.
c. Immobilization.
d. Testing.
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27.
Which of the following steps of Belasco’s Organization Change Process model is best
described as focusing on the need to have a clear path toward the end goal?
a. Develop a migration plan
b. Build a sense of urgency
c. Reinforce the new behavior
d. Create a clear tomorrow
28.
Each of the following is considered one of the four overall keys to implementing change
except:
a. leadership plus facilitation.
b. charismatic leader.
c. get the right people involved.
d. team building.
29.
Each of the following is a characteristic of high performing teams except:
a. results-driven structure.
b. external support and recognition.
c. matrix structure.
d. principled leadership.
30.
Each of the following are the most common reasons why people resist change except:
a. they will experience a loss of face.
b. they have competing commitments.
c. the change will increase workload.
d. the change is not interesting.
Fill In the Blanks
31.
The systematic, interdisciplinary study of the design, uses and consequences of IT that takes
Reference: p. 263
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has become the norm, and that the individuals will not revert to the original way of doing
things.
Reference: p. 264
introducing new technologies in the form of hardware, software, and telecommunications.
Reference: p. 268
occurs when enough time has passed and the ideas have been “tested” within and outside the
organization and have received support.
Reference: p. 269
indicates the inability to move forward that is brought on by information that shocks the
system.
Reference: p. 270
36.
The negative cycle in Connor’s Stages of Negative Response to Change model has three
more opportunities to quit the process.
Reference: p. 271
37.
change referred to as get the right people involved.
Reference: p. 273
Avoiding the temptation to choose the people who are available but not necessarily the best
ones to lead the change process, goes against the central premise of the key to implementing
all levels to participate in creating value in the plan.
Reference: p. 273
applying the appropriate structure for the achievement of a specific performance objective.
Reference: p. 274
appropriate levels of time, people, and money to bring about change.
Reference: p. 277
32.
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their dignity will be undermined and their place of honor removed.
Reference: p. 278
the concern that there will be a negative impact on their existing responsibilities, resulting in
their failure to achieve desired results outside of the change.
Reference: p. 278
43.
44.
The 90/10 rule refers to the paradox of the perception that 90%of the change effort goes
Spending one-on-one time with opinion leaders, securing an influential champion, and
will garner support and move the population toward refreezing..
Reference: p. 283
towards finding the best hardware and software for a solution while 10% of the effort is
directed toward management of the change, when in fact the opposite is usually true.
Reference: p. 283
45.
Coercive management tricks, addressing the symptoms of a problem rather than its cause,
Reference: p. 285
Essay Questions
46.
Define the concept of social informatics.
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47.
List and describe Lewin-Schein’s three steps for managing change.
48.
Explain the concepts of IT as a changer and IT as a changee and give one example of each.
Reference: p. 268
49.
Describe three classic mistakes made in managing change.
Reference: p. 286
50.
List four techniques that can be applied to better enable transnational change management.
Chapter 10 Managing the Information Technology Resource 9