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Exam 10: Organizational Change and Innovation: Lifelong Challenges

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Question 1

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Deliver Fast's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Deliver Fast is in the ________ stage of Lewin's change model.

A) changing
B) unfreezing
C) evaluation
D) learning
E) refreezing

F) A) and E)
G) B) and D)

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Question 2

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Walt Disney Company's investment of $1 billion into a wearable technology that it hopes will revolutionize the way visitors spend money at Walt Disney World, featuring a website ("My Disney Experience") and data-collecting wristbands ("MagicBands") that interact with scanners throughout the 40-square-mile theme park, is an example of proactive change.

A) True
B) False

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Question 3

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Which of the following is NOT a factor that affects the level of resistance to change?

________ refers to customers becoming segmented into smaller and more specialized groups responding to more narrowly targeted commercial messages.

Merchants Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons because several of its financial competitors have recently begun to offer additional hours to customers. Merchants Credit Union is implementing a(n) ________ change.

Describe how self-affirmations are used to enhance self-compassion.

Which of the following jobs are LEAST likely to be taken over by automation?

The two cofounders of Impact Technology, a data-storage firm in Research Triangle Park, North Carolina, were feuding with each other because one founder couldn't stick to his decisions, which drove the other founder crazy. Who should work with the warring executives in separate sessions to solve the problem?

Which of the following is NOT a leading reason that employees resist change?

Define the four types of innovation. Give an example of each.

Describe at least three supertrends that are occurring in business that are likely to result in changes in many industries. Provide an example of each.

Which of the following is NOT a way to encourage and foster innovation?

This question contains two parts; be sure to answer both. First, describe the seven components in creating an effective innovation system. Next, explain how you would implement each of the seven components at the company you manage, Apps For All, which specializes in creating easy-to-use smartphone apps that help business people manage their daily schedule, contacts, and sales leads.

Which of the following is NOT a supertrend shaping the future of business?

At what point during the innovation system process would management invest resources in innovation and generate employee commitment to innovation?

The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. The invention of the machine for making plastic corks is an example of a(n) ________ advancement.

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?

List at least five of ten reasons that employees resist change.

This question has two parts; be sure to answer both. First, explain the three steps in the OD process. Next, suppose you are a student ambassador at your college or university. A new activity for the ambassadors is to become peer mentors to student's high absenteeism. Give examples of activities the ambassadors might take in each stage of its OD process.

Diego has been hired as a consultant to review a company's contracting and purchasing procedures. He began by reviewing recent contracts that were awarded and ones that the company lost. He also interviewed employees in both units to ascertain if there were any concerns regarding process, work flows, communication, and expectations. Diego learned that the company had a reward system in place for the number of contracts awarded and bonuses for higher amount contracts. Diego recommended a new system that rewarded contracts that benefitted the company's mission, regardless of financial amount. How was Diego applying the systems model of change?