64.
What finally will make or break an organization’s attempts at bringing new products and
services to market is execution—the process of discussing hows and whats, of using
questioning, analysis, and follow-through to achieve the results promised and ensure
accountability.
65.
The three most important ways to encourage innovation are by providing the right
organizational culture, resources, and reward system.
66.
An organizational culture that celebrates failure helps foster innovation.
10–49
67.
Resistance to change is an emotional/behavioral response to real or imagined threats to an
established work routine.
68.
An employee’s resistance is partly based on his or her perception of change, which is
influenced by the attitudes and behaviors exhibited by the change agent, and the level of trust
between change agent and the employee.
69.
Resistance can be considered to be the interaction of three causes: (1) employee
characteristics, (2) change agent characteristics, and (3) the supervisor–employee
relationship.
Multiple Choice Questions
70.
Which of the following is an effective way to deal with change and innovation?
71.
According to Jim Collins, undisciplined pursuit of more and grasping for salvation are stages of
institutional ___________.
72.
Which of the following is not a supertrend shaping the future of business?
73.
A change that is made in response to arising problems or opportunities is called __________.
74.
Which of the following is an example of a proactive change?
75.
Walmart’s implementation of RFID, a type of technology that allows it to improve inventory
tracking, is an example of a(n) ______ change.
76.
Which of the following is an example of a force for change originating outside the
organization?
77.
The increasing diversity of the American workforce is an example of a(n) ______ force for
change.
78.
The invention of a machine to make plastic corks for wine bottles has severely affected
companies that produce traditional cork. This is an example of a(n) ______ advancement.
79.
In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf
space and can offer consumers a much wider variety of products, yet small sales, one or two
rather than millions of items at a time, can produce big profits. This is an example of
__________.
80.
Inside forces for change include which of the following?
81.
Social media (LinkedIn, Facebook), used by 98% of recruiters, make finding employees more
efficient. This is an example of a(n) __________ advancement or force.
82.
So-called Millennials (those born after 1980) are vastly different from their parents in their
views on everything from technology to politics to marriage to tattoos. This is an example of a
______ force for change.
83.
Which of the following is not an inside force that indicates organizational change might be
needed?
84.
Firms such as General Motors and McDonald’s actively collect information about customer
preferences and try to address them in their new products. This reflects __________.
85.
The human resource manager at Helping Hands Inc. has just calculated that the employee
absenteeism rate for 2015 is 15% higher than it was in 2014, and the turnover rate has
increased 18% in the same time period. She should consider all but which one of the following
options?
86.
Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She
creates a new system to streamline the process and helps everyone understand why the
deadlines are important. This is an example of which force for change?
87.
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. This is an example of the __________ stage of change.
88.
Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers
based on the number of completed residential jobs, coupled with satisfactory ratings on
random inspections to ensure quality. This system is new to the organization, an example of
__________ change.
89.
Northstar Insurance is about to install a program that will change the way its adjusters settle
claims. Adjusters will be able to complete adjustment and issue the check right at the scene of
the accident. Although employees are uncertain this can work, other insurance agencies have
been successful with this approach. This represents ________.
90.
Appliance America customer complaints have increased because its drivers became lost when
attempting deliveries and arrived late. The drivers have resisted using GPS systems, claiming
they knew their territories. But managers are now encouraging them to look for the best
solution. Appliance America is in the ________ stage of Lewin’s change model.
91.
________ is an emotional/behavioral response to real or imagined threats to an established
work routine.
92.
Which of the following is not an interacting factor that affects the level of resistance to
change?
93.
The two co-founders of Network Appliance, a data-storage firm in Sunnyvale, California, were
feuding with each other because one founder couldn’t stick to his decisions, which drove the
other founder crazy. A(n) ____________ began working with the warring executives in
separate sessions to solve the problem.
94.
Employees are likely to see an adaptive change as __________.
95.
During December at Toys For Tiny Tots, employees know that they are generally required to
work different schedules, weekends, and often with overtime to support the holiday shopping
season. This is an example of a(n) ______ change.
96.
As owner and senior accountant at a tax preparation firm, Mark 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 work on weekends for everyone, using the same basic
schedule as last two years. Mark should expect that his employees will be __________.
97.
____________ is a change that represents the introduction of a new practice to an
organization but one that is not new to the industry.
98.
An innovative change involves ______ complexity, cost, and uncertainty.
99.
Teachers Credit Union has decided that tellers must rotate through a new weekend shift on
Saturday afternoons since several of its financial competitors have recently begun to offer
additional hours to customers. This is a(n) ______ change.
100.
Introducing a practice that is new to the industry is called a(n) ______ change.
101.
Links Cable Network has decided to offer an one-hour appointment window for customers
needing installation or repair of its service, which will require the company to have several
technicians on call. Links hopes this practice will give it an advantage over the competition,
none of which have adopted such a practice. It is introducing a(n) ______ change.
102.
Which of the following is not a leading reason that employees resist change?
103.
Lewin’s change model consists of __________.
104.
During Lewin’s changing stage, managers should __________.
105.
During Lewin’s refreezing stage, managers should __________.
106.
_______ is the process by which a company compares its performance with that of high–
performing organizations.