Management, 13e (Robbins)
Chapter 7 Managing Change and Innovation
1) The Sarbanes-Oxley Act is an example of which of the following forces of change?
A) internal change
B) technological change
C) external change
D) organizational strategy change
2) The technology change in the manufacturing process of New Ideas, Inc.’s products to make
the process more efficient is the result of a competitor lowering its price. Therefore, it was a(n)
________.
A) external force of change
B) internal force of change
C) marketplace force of change
D) economic force of change
3) First he was all about innovation. Next it was efficiency. Now Snyder’s strategy is customer
responsiveness. These changes in strategy are indicative of ________.
A) external force of change
B) internal force of change
C) marketplace force of change
D) economic force of change
4) When the employees express their concern about their bonus checks, which of the following
types of forces of change is in play?
A) external force of change
B) labor market force of change
C) internal force of change
D) social force of change
5) Falling interest rates are an example of what external force?
A) change in composition of workforce
B) change in employee attitudes
C) technological change
D) economic change
6) Increasing the numbers of employed women and minorities forces managers to pay attention
to what change factor?
A) strategy
B) workforce
C) equipment
D) technology
7) Labor strikes are an example of which of the following internal change factors?
A) workforce composition
B) equipment
C) employee attitudes
D) organizational strategy
8) The two metaphors commonly used to describe the two views of the change process are
________.
A) smooth water and troubled water
B) calm waters and white-water rapids
C) shallow water and falling water
D) burning bridge and water over the dam
9) Business had been humming along just fine until the Great Recession hit. Benton Industries
adjusted by laying off employees until the recession ended then hired them back. Then it was
back to business as usual. This is an example of ________.
A) the shallow water metaphor
B) the calm waters metaphor
C) the white-water rapids metaphor
D) the falling water metaphor
10) In the ________ metaphor, change is normal and expected and managing it is a continual
process.
A) calm waters
B) white-water rapids
C) smooth water
D) water over the dam
11) Lewin’s three-step process is consistent with ________ theory of organizational change.
A) white-water rapids
B) shallow waters
C) smooth waters
D) calm waters
12) According to Kurt Lewin, which of the following is a stage in the change process?
A) restraining
B) driving
C) processing
D) unfreezing
13) According to Kurt Lewin, increasing the driving forces is a means of ________.
A) unfreezing
B) changing
C) restraining
D) refreezing
14) The unfreezing step of the change process can be thought of as ________.
A) changing to a new state
B) sustaining a change over time
C) changing the organizational structure
D) preparing for the needed change
15) According to Lewin, which of the following is the objective of refreezing?
A) directing behavior away from the change
B) hindering the existing equilibrium
C) eliminating the need for future change
D) stabilizing the new situation
16) Fuel prices keep spiraling upward so recreational vehicle manufacturers are being pressured
to produce lighter units that can be pulled by smaller trucks. This situation is representative of
________.
A) a driving force
B) a social force
C) a restraining force
D) an economic force
17) “If it’s not one thing, it’s another. We just get used to doing things one way and suddenly
that’s not good enough anymore. It’s a new machine here, a new manager there, changing
customer demands–it never ends!” This is an example of ________.
A) the water over the dam metaphor
B) the calm waters metaphor
C) the white-water rapids metaphor
D) the falling water metaphor
18) New Ideas, Inc., focuses on new ideas, uses technology that changes frequently, and has
strong competition in the market. This situation describes what metaphor of change?
A) a shallow water metaphor
B) a falling water rapid metaphor
C) a rapid water metaphor
D) a white-water rapids metaphor
19) The “white-water rapids” metaphor of change is consistent with Lewin’s concept of
unfreezing, changing, and refreezing.
20) In the “white-water rapids” metaphor of change, change is seen as an occasional disruption in
the normal flow of events.
21) Identify some of the external and internal forces of change.
22) Describe and explain the “calm waters” view of organizational change.
23) Organizational change is any alteration of ________.
A) people, structure, or technology
B) structure, management, or goals
C) technology, goals, or management
D) rules, procedures, or management
24) Colin believes his organization could be more profitable if it could respond to customers
more quickly so he has decided to remove some management layers and increase the remaining
managers’ span of control. These would be considered changes in ________.
A) structural design
B) structural process
C) degree of centralization
D) structural components
25) The installation of the new equipment at Fred Fryer’s Donuts, Inc., is an example of
________.
A) people change
B) management change
C) technological change
D) structural change
26) In organizations, people who act as catalysts and assume the responsibility for managing the
change process are called ________.
A) change masters
B) change agents
C) change champions
D) change generators
27) Outside consultants are more likely to initiate ________ organizational changes than
insiders.
A) drastic
B) mild
C) acceptable
D) trivial
28) Structural component changes include ________.
A) combining departmental responsibilities
B) changing work processes
C) changing attitudes
D) changing behavior
29) If Kelly were to consider enhancing productivity by giving greater authority to her
subordinates and increasing formalization, she would be considering ________ changes.
A) structural
B) technological
C) people
D) automatic
30) Changes in work processes, methods, and equipment are a part of ________ changes.
A) technological
B) structural component
C) financial
D) structural design
31) A company that decides to decentralize its sales procedures is managing ________ changes.
A) technological
B) people
C) financial
D) structural
32) Which type of change might include a shift from a functional to a product structure?
A) a structural design change
B) a structural component change
C) a technological change
D) a people change
33) After several expansions and acquisitions that resulted in duplicate positions of several
administrative functions, U.S. Big Corp. decided to reorganize itself around customers rather
than around functions. This would amount to a change in ________.
A) structural design
B) selection process
C) degree of centralization
D) structural components
34) Competitive factors or new innovations within an industry often require managers to
introduce ________.
A) new equipment, tools, or operating methods
B) new equipment, tools or people
C) new equipment, operating methods, or structure
D) new equipment, people, or structure
35) When supermarkets and other retailers use scanners that provide instant inventory
information, they are adopting ________ changes.
A) technological
B) people
C) efficiency
D) structural
36) ________ is the term used to describe change methods that focus on people and the nature
and quality of interpersonal work relationships.
A) Commercial development
B) Organizational development
C) Career development
D) Comprehensive development
37) If Kraft Foods hired a consultant to decrease group friction and enhance cooperative work
relationships, this would be an example of managing ________ changes.
A) technological
B) people
C) financial
D) structural
38) ________ is a method of changing behavior through unstructured group interaction.
A) Team building
B) Intergroup development
C) Survey feedback
D) Sensitivity training
39) An increase in the diversity of his department has led to conflict and animosity. To reduce
this and allow his team to become more productive, Lemuel has asked the Human Resources
department to provide ________ for his people.
A) survey feedback
B) sensitivity training
C) team building
D) intergroup development
40) What organizational development technique involves changing the attitudes, stereotypes, and
perceptions that work groups have about each other?
A) team building
B) intergroup development
C) survey feedback
D) sensitivity training
41) Organizational change can be any alteration of people, structure, or technology.
42) Managers exclusively play the role of change agents.
43) Changing structure includes any change in structural variables such as reporting
relationships, coordination mechanisms, employee empowerment, or job redesign.
44) Sensitivity training refers to activities that help team members learn how each member thinks
and works.
45) Explain organizational change and briefly discuss the three types of change.
46) Define Organizational Development (OD). List and explain the five most popular OD
techniques.
47) An individual is likely to resist change because of the feeling ________.
A) of achievement
B) of uncertainty
C) of personal gain
D) that the change is in the organization’s best interest
48) When Joshua proposed cross-training his employees so absences and vacations would not
pose such a problem in productivity, his employees objected. Their resistance came from their
________.
A) belief that ambiguity would increase
B) fear that they would be forced out of their habits
C) concern over personal loss of income
D) belief that Joshua’s changes would harm the organization
49) Shelly was the most senior employee in the department and knew just about everything about
everyone else’s job. If all employees in the department were cross-trained, Shelly would no
longer have an advantage that brought with it special privileges. Shelly’s resistance to change
came from her ________.
A) belief that uncertainty would increase
B) fear that she would be forced out of her habit
C) concern over personal loss
D) belief that the changes would harm the organization
50) Which of the following techniques for reducing resistance to change assumes that much of
the resistance lies in misinformation?
A) negotiation
B) education and communication
C) participation
D) facilitation and support
51) Fred’s Donuts is installing new equipment in its bakery. Many employees are fearful they
will not be able to operate it. Which of the following courses of actions is best for Fred to use to
overcome this employee resistance?
A) threaten the employees who resist the change
B) present distorted facts to the employees
C) terminate employees who resist the change
D) educate employees and communicate with them
52) ________ involves bringing individuals directly affected by the proposed change into the
decision-making process.
A) Participation
B) Facilitation and support
C) Delegation
D) Manipulation and co-optation
53) Which of the following techniques for reducing resistance to change includes employee
counseling, therapy, new skills training, or a short paid leave of absence.
A) negotiation
B) facilitation and support
C) manipulation and co-optation
D) coercion
54) ________ involves exchanging something of value for an agreement to lessen the resistance
to the change effort.
A) Negotiation
B) Manipulation and co-optation
C) Coercion
D) Facilitation and support
55) ________ involves distorting facts to make the change appear more attractive.
A) Framing
B) Education and communication
C) Participation
D) Manipulation and co-optation