Chapter 13—Managing Organization Change and Innovation Key
1. Organizations find change necessary because something relevant to the organization either has changed or is
likely to change in the foreseeable future.
2. The general environment is a more powerful force for change than the task environment.
3. The average age of Americans is increasing. It is a task environment change.
4. Retail stores that reduce size to appeal to elderly customers are using reactive change.
5. Change must be systematic and logical to have a realistic opportunity to succeed.
6. Lewin’s model has operational specificity.
7. The biggest cause of employee resistance to change is uncertainty.
8. One of the reasons people often resist change appears to be they have different perceptions of the need for
change.
9. One of the four most common reasons for resisting change is new opportunities.
10. Force-field analysis is generally considered the most effective technique for reducing resistance to change.
11. Force-field analysis is a technique that helps managers overcome resistance to change.
12. eBay wanted to sell Skype. This represented an attempt to implement change through a change in structure
and design.
13. Changing the enterprise resource planning system is an example of using organization structure and design
as an organization change agent.
14. Power School is software that integrates scheduling, attendance, grades and homework assignments. It is an
ERP.
15. Reengineering is changing only the structure and technology areas of an organization.
16. Successful OD is done usually when everyone perceives an urgent need for change, and they start with a
new, clean slate.
17. Organization development (OD) is the process of planned change and improvement of organizations
through the application of knowledge of the behavioral sciences.
18. Survey feedback results gathered in connection with organization development should be provided to top
management only.
19. The replacement of manual quality-control records with a computerized system is an example of an OD
intervention.
20. As a change device, process consultation is concerned with organization technology and the associated
processes.
21. Given the diversity of activities encompassed by OD, it is surprising that managers report mixed results
from various OD interventions.
22. Innovation application is the stage at which an organization introduces new products or services to the
marketplace.
23. Innovation is important because, without new products or services, every organization will fall behind its
competition.
24. The average age of Americans is getting older. Retail managers who wear gloves to simulate arthritis and
then shop in their stores are using managerial innovation.
25. Shopping cart manufacturers who develop carts that are more easily maneuvered by senior citizens are using
process innovation.
26. Sponsors are entrepreneurs who develop new businesses in the context of large organizations.
27. An intrapreneur is a top-level manager in a large organization who fights for the budget and uses the internal
political system to ensure the success of an inventor’s product.
28. ____ is defined as substantive modification of any part of an organization.
29. The idea that organization change may have substantial effects extending far beyond the area in which the
change actually takes place relates to one of the integrative management theories presented earlier in the text.
What is that theory?
30. Toyota added a plug in version of the Prius. This is an example of
31. Big Y, a supermarket chain, decided to remove self-service checkout lanes because they did not speed up
checkout. This is an example of
32. The mobile device security market is expected to quadruple in five years. Anti-virus company Webroot is
expanding its mobile device department. The forecasted market expansion is an example of
33. Subaru added the XV model to its line of automobiles. This was
34. Which of the following factors is an internal force for change?
35. Which of the following is NOT a force in the task environment that requires an organization to change?
36. Facebook added a top-story function that highlights the most relevant posts from friends. This is an example
of
37. General Motors launched a contest for independently produced Super Bowl ads for Chevrolet. The contest is
an example of a ____ change.
38. Mobo Tap created Dolphin Browser to help Apple users navigate in mobile devices easier. This is an
example of ____ change.
39. Hurricane Irene pummeled the pumpkin crop for the Northeast. Wholesalers reached out to growers in the
Midwest and Canada as prices more than doubled. Hurricane Irene created ____ change.
40. Google launched Google+ for social networking. Google+ is a ____ change.
41. When managers let people who will be affected by an impending change know the reasons for the change,
the ____ stage of the Lewin model of organization change has been reached.
42. Which of the following statements describes a problem associated with the Lewin model of organization
change?
43. During the Lewin model’s second step in the change process
44. The manager’s role as monitor is essential to which step in the comprehensive approach to change?
45. Which of the following actions exemplifies the first step in the comprehensive organization change model?
46. Desiree is reluctant to take a promotion because it involves moving. She knows little about the area she
would be living in. According to the text, the most likely reason for such employee resistance to change is
47. Which of the following is NOT a reason why employees are resistant to change?
48. The CEO retired abruptly. Her replacement will not be announced until a thorough search is completed. In
the meantime, managers are playing it safe. As a result of ____, the managers are resistant to change.
49. Andrea had worked in the marketing department for 27 years. She knows the history and successes of the
office better than any other employee. When change is suggested, she is reluctant because she remembers
accomplishments related to the current way of doing things. As a result of ____, she is resistant to change.
50. Before he can delegate, Manuel needs to train a subordinate. But Manuel believes that he will lose too much
time if he teaches the subordinate, so he keeps doing the work himself. As a result of ____, Manuel refuses to
train the subordinate.
51. When a board of directors chooses an internal candidate for CEO it reduces resistance to change because
employees already know more about the boss. This is a form of
52. Studies of the organization change process found that participation
53. Managers should make changes only when they are absolutely necessary, should announce them well in
advance, and should implement the changes gradually. This is referred to as
54. Many cell phone users are reluctant to change platforms because they do not want to learn a new system.
Marketers could overcome this resistance with
55. Annie is excited to move from New York to Texas. She has not been that happy in New York and sees
Texas as a new start with great opportunities. She has used
56. The process by which the manager identifies and then tries to eliminate as many of the negatives¾factors
that will make the job of change more difficult¾as possible is called
57. A force-field analysis identifies
58. ____ is a method for overcoming resistance to organization change.
59. Which of the following is NOT one of the major areas in which organization change takes place?
60. The mobile device security market is expected to quadruple in five years. Anti-virus company Webroot is
expanding its mobile device department. This organization change was an example of change in
61. Which of the following represents organization change by means of a change in people?
62. Hurricane Irene pummeled the pumpkin crop for the Northeast. Wholesalers reached out to growers in the
Midwest and Canada as prices more than doubled. Hurricane Irene created change in the area of
63. Which of the following would be classified under the broad heading of organization change by means of
technology and operations?
64. Big Y, a supermarket chain, decided to remove self-service checkout lanes because they did not speed up
checkout. This was an example of organization change through a change in
65. Organization change by means of change in technology and operations occurs when an organization
66. Which of the following exemplifies a people change that would result in an organization change?
67. The primary change required to convert to making pipe out of plastic rather than steel or copper is in the
area of
68. After the federal government stepped in to keep some businesses from failing, new attention was focused on
executive compensation. Politicians, tax payers and news media called for change. This is an example of an
organization change attempt focused on influencing
69. Which of the following is NOT an example of an organization change produced as a result of changing
people?
70. The reengineering of an organization involves
71. Reengineering is needed when an organization
72. The steps in the reengineering process do NOT involve
73. The first step in the reengineering process involves
74. Motorola determined it could better service its customers by implementing a quality initiative called
six-sigma. Its first step in this process would be to
75. Organization ____ is a planned effort that is organization-wide and managed from the top. It is intended to
increase organizational effectiveness and health through planned interventions in the organization’s processes
using behavioral science knowledge.
76. Which of the following statements is NOT a fundamental assumption of organization development?