Question 1

_____ measures are directly financial.

Accepted Answer

Cost-based measures are directly financial because they focus on quantifying performance in terms of monetary value, such as costs incurred or savings achieved.

Question 2

According to the _____ image of managing change, with respect to sustaining change, the change manager's main role is to help others to develop the capabilities necessary to achieve the intended outcomes of the change.

Accepted Answer

The coach image of managing change emphasizes the importance of building capabilities within the organization to sustain change over the long-term. In this image, the change manager is seen as a coach who helps individuals and teams to develop the necessary skills and knowledge to achieve the intended outcomes of the change. This image emphasizes a collaborative and supportive approach to managing change, rather than a top-down approach.

Question 3

_____ measures are those that reveal the 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 give an indication of future performance, whereas lagging measures reveal historical performance. Internal and external refer to whether the measure is focused on internal processes or on broader external factors. Therefore, the best choice for the given question is A, as changes in processing time or time-to-market can be considered leading measures that give an indication of future performance.

Question 4

Which of the following was NOT a problem faced by McDonald's when launching hotels in Switzerland?

Accepted Answer

The article does not mention any protests in Europe based on alleged adverse health effects of food at McDonald's as a problem faced by McDonald's when launching hotels in Switzerland. The other options are all mentioned as potential issues in the article.

Question 5

Which of the following is NOT one of the "four hard lessons" identified by Robert Reisner for organizations undertaking a major change initiative in a turbulent economic environment?

Accepted Answer

Robert Reisner did not list "Don't make private enterprises compete with government enterprises" as one of the "four hard lessons" for organizations undertaking a major change initiative in a turbulent economic environment. The other three lessons are A) Don't miss your moment, B) Connect change initiatives to your core business, and C) Don't mistake incremental improvements for strategic transformation.

Question 6

According to the _____ image of managing change, with respect to sustaining change, the change manager develops understanding of the meaning and significance of the changes and what will count as successful outcomes.

Accepted Answer

The interpreter image of managing change emphasizes the importance of developing an understanding of the meaning and significance of changes and what will count as successful outcomes. This involves interpreting the meaning of the change for different stakeholders and creating a shared understanding of the change process. The other images (caretaker, coach, nurturer) focus on different aspects of managing change, such as preserving stability, developing skills and capabilities, and caring for individuals and teams during the change process.

Question 7

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 others to comply to ensure that planned objectives are achieved.

Accepted Answer

The director image of managing change emphasizes that the change manager is responsible for designing and directing the change process, including ensuring compliance from others, in order to achieve planned objectives. This aligns with the notion that it is the change manager's role to take charge of the change initiative and drive it forward.

Question 8

In the context of praiseworthy and blameworthy failures, Mitchell Marks and Robert Shaw argue that a firm may gain more in the long term from a(n) _____.

Accepted Answer

Marks and Shaw argue that a productive failure, where a firm takes risks and tries out new ideas but learns from the failures, can lead to long-term gains. In contrast, an unproductive failure does not lead to any learning or improvement, and an unproductive success, where a firm achieves its goals but without any learning, may not be sustainable in the long run. A non-goal-oriented change, on the other hand, may not necessarily be a failure or a success but rather a strategic shift in a firm's direction.

Question 9

Gordon Bethune, the chief executive officer of Continental Airlines, changed the core metric used by the airline to _____.

Accepted Answer

Gordon Bethune changed the core metric used by Continental Airlines to on-time performance.

Question 10

The commitment of resources to an initiative in such a way that to withdraw would be extremely costly conveys _____.

Accepted Answer

The commitment of resources in a way that withdrawing would be extremely costly indicates unambiguous management support. It implies that the initiative has the backing of higher management, and resources have been dedicated to it accordingly.

Question 11

A problem associated with sustaining change is:

Accepted Answer

Assuming that successful changes will automatically be sustained is a problem because sustaining change requires ongoing effort and resources. Simply achieving success in implementing a change does not guarantee that it will be sustained over time. It is important to have a plan and strategies in place to ensure the change is sustained over the long-term.

Question 12

_____ measures, such as financial performance and corporate image, can take time to become apparent.

Accepted Answer

Lagging measures refer to outcomes that have already occurred and provide historical data. Financial performance and corporate image are examples of lagging measures as they take time to become apparent after the actions that contribute to them are taken. Leading measures, on the other hand, predict future outcomes and are more proactive in nature. Internal and external measures refer to the source of the data being measured, but are not relevant to the concept of leading vs lagging measures.

Question 13

Which of the following illustrates a praiseworthy failure?

Accepted Answer

B describes a situation where someone makes a reasonable effort but still fails due to factors outside their control. This can be seen as a praiseworthy failure because the individual did their best in difficult circumstances. The other options describe situations where someone deviates from a prescribed process (A), makes a mistake (C), or lacks the necessary skills (D), none of which are typically seen as praiseworthy.

Question 14

A focus on measurement of progress is important because:

Accepted Answer

Measurement of progress is important because it allows for monitoring of change and this has a significant impact on how people act. This can help to guide decision-making and provide valuable feedback on the success of managerial efforts. It can also promote accountability and transparency within an organization. The other options (A, C, and D) are more limited in their scope and do not fully capture the importance of measurement of progress.

Question 15

According to the _____ image of managing change, with respect to sustaining change, change outcomes will be determined primarily by contextual factors and not by management intervention.

Accepted Answer

The caretaker image of managing change suggests that sustaining change outcomes will depend largely on contextual factors and not on management intervention. The caretaker image emphasizes the need for managers to work with existing structures and traditions in the organization, rather than attempting to impose change from the top down. This approach may be more effective in situations where employees are resistant to change or where there is a strong organizational culture. The other images (coach, interpreter, nurturer) all suggest a more active role for management in shaping change outcomes.

Question 16

_____ treats occasional failure as natural and as an opportunity to develop better understanding and to improve future performance.

Accepted Answer

A learning organization is one that values continuous improvement and sees occasional failure as a learning opportunity. This mindset encourages experimentation and risk-taking, as the organization understands that occasional failures are a natural part of the learning process. In contrast, a gracious organization (A) refers to one that is courteous and kind, an inverted organization (B) is a flat organizational structure that undermines traditional hierarchies, and a matrix organization (D) is one that has multiple lines of reporting and may have employees working on different projects simultaneously. None of these organizational structures necessarily prioritize learning and failure as opportunities for growth.

Question 17

According to the text, which of the following was NOT a problem faced by the U.S. Postal Service in 2001?

Accepted Answer

The text does not mention rapidly rising fuel costs as a problem faced by the U.S. Postal Service in 2001.

Question 18

According to the _____ image of managing change, with respect to sustaining change, the change manager designs the change process to fit the context, recognizing that modifications will be required and that the outcome may not be as intended.

Accepted Answer

The navigator image of managing change emphasizes that change is a journey where continuous adjustments need to be made in response to feedback and new information. This image recognizes that sustaining change requires a flexible approach that can adapt to the complex and dynamic environment in which the change is occurring. The change manager plays the role of a navigator who provides guidance and support, while also being open to modifications and course corrections along the way. This approach is more suitable for sustainable change as it takes into account the need to constantly adjust and refine the change process to achieve the desired outcomes.

Question 19

According to the _____ image of managing change, with respect to sustaining change, change outcomes are in constant flux and are largely beyond management control.

Accepted Answer

The nurturer image of managing change suggests that outcomes are not fully controllable but can be influenced. This perspective acknowledges that change is in constant flux and largely beyond direct management control, emphasizing the role of nurturing conditions to support change rather than dictating outcomes.

Question 20

According to David Buchanan et al., which of the following is the main threat to the sustainability of change in an organization?

Accepted Answer

The main threat to the sustainability of change in an organization, as identified by David Buchanan et al., is when accountability for development is unclear. This lack of clarity can hinder the effective implementation and continuation of change initiatives.

Quiz 11: Sustaining Change Versus Initiative Decay