Ch 13: Change And Problem Solving

Question 1

Reactions to change (6)

Answer 1

Resistance
Distrust
Uncertainty
Self-interest
Don’t wanna
Over determination (too much org control)

Question 2

Reducing resistance to change (5 ways)

Answer 2

Education/communication
Participation
Facilitation/support
Negotiation
Coercion

Question 3

3 stage change process stages

Answer 3

1. Unfreezing
   Creating an environment where people see need for change
2. Changing
   Tasks, resources, tech
3. Refereezing
   Lock it in with positive reinforcement

Question 4

Continuous improvement methodologies and what they are (4)

Answer 4

Lean—reduce waste
Six sigma—reduce process variation
Business process reengineering—sounds Ike what it is
Theory of constraints—optimizes resource usage by identifying bottlenecks