Question 1

Which of the following is NOT one of the "four hard lessons" identified by Robert Reisner based upon stalled change involved with the U.S. Postal Service?

Accepted Answer

None of the four hard lessons identified by Robert Reisner involve the idea that government agencies cannot compete with private enterprise.

Question 2

____ measures are those that show immediate results of a new initiative such as changes in processing time or time-to-market for new products.

Accepted Answer

Leading measures are those that show immediate results of a new initiative, such as changes in processing time or time-to-market for new products. Lagging measures, on the other hand, show the end results of a process, such as revenue or profit margins. Internal measures are those that are based on the internal workings of a company, while external measures are those that take into account external factors, such as market trends or customer preferences.

Question 3

A problem associated with sustaining change is:

Accepted Answer

Declaring victory too soon can lead to complacency and a lack of continued effort towards sustaining the change. It is important to recognize that change is a continuous process and requires ongoing attention and effort to ensure its success in the long-term. De-escalation of commitment (B) refers to the tendency to reduce or withdraw efforts towards a change initiative once initial progress has been made. Recognizing success (C) is important for maintaining momentum and motivation, while inflated expectations of competitors (D) may create unnecessary pressure and distractions from the goal of sustaining change.

Question 4

According to the ____ image of managing change, with respect to sustaining change, it is the responsibility of the change manager to design the change process and direct people to comply such that the change objective is achieved or planned.

Accepted Answer

The Director image of managing change emphasizes the role of the change manager as someone who designs the change process and directs people to comply, ensuring that the planned objectives of the change are achieved. This approach is more top-down and directive in nature.

Question 5

A focus on progress measurement is important because:

Accepted Answer

Progress measurement is important because it provides a means of monitoring change and what gets measured is likely to have a significant impact on how people act. It helps in evaluating the effectiveness of managerial decisions or strategies and helps in identifying areas that require attention and improvement. The other options, such as downsizing decisions, justifying managerial decisions, and organizational historical perspective, are not the main reasons why progress measurement is important.

Question 6

According to the ____ image of managing change, with respect to sustaining change, the change manager plays a central role in the development of an understanding of the meaning of outcomes, in particular with regard to what is taken as a successful resolution of the change process.

Accepted Answer

The Interpreter image of managing change emphasizes the importance of the change manager in facilitating the understanding and acceptance of the change process. In this image, the change manager acts as an interpreter between the organization and its stakeholders, helping to clarify the meaning and implications of the changes being implemented. In terms of sustaining change, the change manager must help to establish a shared understanding of what success looks like and what outcomes are desired. Therefore, choice C, Interpreter, best describes the role of the change manager in sustaining change.

Question 7

Fisher refers to ____ as a situation in which people exhibit apparent compliance, but remains deeply resentful of the change and is simply biding their time until the time is right for the "old ways," to which they remain committed, to return.

Accepted Answer

Fisher refers to "vicious compliance" as a situation where people outwardly comply with changes but internally resist and wait for an opportunity to revert to previous methods.

Question 8

____ measures are directly financial.

Accepted Answer

Cost-based measures are directly financial because they focus on the costs associated with a project or activity, which are quantifiable and directly related to financial performance.

Question 9

The company that faced the problem of employee cynicism which included comments, such as, "We have a zero-defect program: don't test the product and you'll find zero defects."

Accepted Answer

Falcon Computers faced the problem of employee cynicism, as indicated by the sarcastic comment about their zero-defect program. This reflects a lack of faith in the company's quality assurance processes and a broader issue of workplace culture.

Question 10

According to the ____ image of managing change, with respect to sustaining change, to the extent to which intended outcomes are achieved, this is primarily the result of environmental factors, not management intervention.

Accepted Answer

The caretaker image of managing change suggests that organizations are like gardens that need tending and maintenance. In this image, sustaining change is primarily the result of environmental factors, such as providing the right conditions for growth, rather than management intervention. Therefore, choice A is the best answer. Coach, Interpreter, and Nurturer all suggest a more active role for management in sustaining change.

Question 11

Federal Express abandoned its new aircraft routing system after the implementation caused difficulties with the union, including all of the following, EXCEPT:

Accepted Answer

The answer of Federal Express abandoned its new aircraft routing...

Question 12

Which of the following is NOT one of Staw and Ross's factors leading to escalation?

Accepted Answer

Staw and Ross's model of escalation focuses on project, psychological, and social determinants, but does not specifically include economic determinants as a primary factor.

Question 13

____ measures are those such as financial performance and company image that take some time to become apparent.

Accepted Answer

Lagging measures are indicators of past performance and take some time to become apparent. For example, financial performance for a previous quarter or company reputation based on past actions. Leading measures, on the other hand, are indicators of future performance and are used for prediction and planning. Internal measures are related to processes and operations within the company, while external measures are related to the external environment such as customer satisfaction or market trends.

Question 14

According to the ____ image of managing change, with respect to sustaining change, if intended outcomes are achieved, it is because the change manager has been successful in helping organizational members develop within themselves the capabilities necessary for success.

Accepted Answer

The coach image of managing change emphasizes the role of the change manager in helping organizational members develop the skills and abilities necessary to sustain change. If the intended outcomes are achieved, it is a testament to the success of the change manager in coaching and developing members of the organization. The other images (Caretaker, Interpreter, and Nurturer) do not specifically emphasize the importance of developing member capabilities in the same way the coach image does.

Question 15

According to the ____ image of managing change, with respect to sustaining change, the change manager designs the change process so as to best fit the conditions faced, recognizing that modifications will almost certainly need to be made en route and that the final outcome may not be as originally envisioned.

Accepted Answer

The Navigator image of managing change emphasizes the importance of adapting to changing conditions and designing a flexible change process that can be modified along the way. This approach acknowledges that the final outcome may not be exactly as originally envisioned, but that the change manager can steer the process towards a successful outcome by navigating through obstacles and adjusting the plan as needed. The other images do not place as much emphasis on flexibility and adaptability in managing change.

Question 16

According to the ____ image of managing change, with respect to sustaining change, the change process will have outcomes, but these are in a continual state of flux and are largely out of the hands of managers.

Accepted Answer

The Nurturer image of managing change suggests that outcomes are not fully controllable and are influenced by a variety of factors, indicating a continual state of flux. This perspective acknowledges that managers can support and facilitate change but cannot completely control the outcomes.

Question 17

According to Staw and Ross, escalation resulting from self-justification biases in which having been personally responsible for a decision can lead to continued commitment in order to try to avoid being associated with losses is known as:

Accepted Answer

This phenomenon is known as the sunk cost fallacy, which falls under the category of psychological determinants of escalation of commitment.

Question 18

Gordon Bethune, CEO of Continental Airlines, changed the core metric used by the airline to ____.

Accepted Answer

Gordon Bethune changed the core metric used by the airline to on-time performance. He introduced a new focus on getting planes out on time and made it clear that this was a priority for the company. This led to a significant improvement in Continental's performance and helped the airline become more competitive in the industry.

Question 19

____ is an action involving the allocation of resources to a project in such a way that to withdraw from the project would involve a real cost to the organization.

Accepted Answer

Credible commitment is an action involving the allocation of resources to a project in such a way that to withdraw from the project would involve a real cost to the organization. This helps to ensure that the organization will follow through on its commitment to the project and not abandon it halfway through.

Question 20

Which of the following was NOT one of the metrics introduced by Sears to assess the organizations "3Cs" strategic intent?

Accepted Answer

The metrics introduced by Sears to assess the organization's "3Cs" strategic intent were customer satisfaction and retention, attitudes about the job and the company, and revenue growth and operating margins. Trends in government regulation were not one of the metrics introduced by Sears.

Quiz 12: Sustaining Change