Chapter 13 Flashcards
Mr Kurt Lewin, a social psychologist, recommended that leaders view change as a three-stage process: (13.2.3.)
unfreezing, changing, and refreezing
Organizational change is defined as: (13.3.)
the adoption of a new idea or behavior by an organization; establishing new norms
Organizational change is defined as the adoption of a new idea or behavior by an organization; establishing new norms. These norms can be grouped in various categories, including: (13.3.)
technology, tasks, structure, and people norms
Kurt Lewin, a renowned social psychologist, viewed change as a three-stage process, unfreezing, changing, and refreezing. The first step, unfreezing is: (13.3.1.)
recognizing the need for change
Kurt Lewin, a renowned social psychologist, viewed change as a three-stage process: unfreezing, changing, and refreezing. Which stage is a deliberate management activity to prepare people for change? (13.3.2.)
unfreezing
When organizational changes are necessary, one of the first reactions is resistance. Four of the most common forms of resistance are: (13.3.3.)
uncertainty, self-interest, different perceptions or no felt need to change, and over-determination
Four of the most common forms of resistance to change are uncertainty, self-interest, different perceptions or no felt need to change, and over-determination. Uncertainty is: (13.3.3.1.)
a fear of the unknown or seeing the change as a threat to their security
Four of the most common forms of resistance to change are uncertainty, self-interest, different perceptions or no felt need to change, and over-determination. Self-interest is _______. (13.3.3.2.)
a concern for their role and a possible loss of power after changes
Four of the most common forms of resistance to change are uncertainty, self-interest, different perceptions or no felt need to change, and over-determination. Different perceptions or no felt need to change is: (13.3.3.3.)
the apparent outward support but internal resistance to change
Four of the most common forms of resistance to change are uncertainty, self-interest, different perceptions or no felt need to change, and over-determination. Over-determination is: (13.3.3.4.)
when the structure of an organization is a barrier to change
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. The method of Education and Communication is: (13.3.4.1.)
educating people about the need for and the expected benefits of a change
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. The method of Participation and Involvement is: (13.3.4.2.)
involving those affected by the change in its design and implementation
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. The method of Facilitation and Support is: (13.3.4.3.)
introducing the change gradually and providing additional training if needed to encourage acceptance
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. The method of Negotiation and Agreement is: (13.3.4.4.)
offering incentives to those who continue to resist the change
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. The method of Coercion is: (13.3.4.5.)
the use of force to get people to accept change
Five methods leaders employ to reduce and manage resistance to change are Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation and Agreement, and Coercion. Which method should be used as a last resort? (13.3.4.5.)
Coercion
Kurt Lewin, a renowned social psychologist, viewed any change effort as a three-stage process, unfreezing, changing, and refreezing. The second stage, changing, is _______. (13.4.)
modifying technology, tasks, structure, or distribution of people
Kurt Lewin, a renowned social psychologist, viewed any change effort as a three-stage process, unfreezing, changing, and refreezing. The third stage, refreezing, is _______. (13.5.)
locking in the desired outcomes and new norms
The PDG describes change as a three-stage process: unfreezing, changing, and refreezing. Refreezing is necessary because without refreezing: (13.5.1.)
people often return to the old ways
There are five critical attributes present in all healthy teams. These attributes are _______. (13.6.)
trust, ethical behavior, critical judgment, sharing, and cooperation
The five critical attributes present in all healthy teams are trust, ethical behavior, critical judgment, sharing, and cooperation. While each is essential in building a healthy team spirit, ________ is the core of all healthy team interaction. (13.6.)
trust
The five critical attributes present in all healthy teams are trust, ethical behavior, critical judgment, sharing, and cooperation. Ethical behavior is: (13.8.)
behavior that conforms to accepted principles of right and wrong
The five critical attributes present in all healthy teams are trust, ethical behavior, critical judgment, sharing, and cooperation. Sharing is: (13.9.)
sharing information inside and outside the group
The five critical attributes present in all healthy teams are trust, ethical behavior, critical judgment, sharing, and cooperation. Critical Judgment is: (13.10.)
the willingness to accept constructive criticism
The five critical attributes present in all healthy teams are trust, ethical behavior, critical judgment, sharing, and cooperation. Cooperation is: (13.11.)
relying on each other to produce quality results and sharing creative ideas
_______ is a service-wide initiative to focus all Airmen toward establishing a culture of continuous process improvement (CPI) in order to achieve individual, unit and institutional excellence and effectiveness. (13.13.)
AFSO21
It is a transformational initiative empowering all Airmen to eliminate waste from every end-to-end process. (13.13.)
AFSO21
_______ is a comprehensive philosophy of operations built around the concept that there are always ways to improve a process to better meet customer needs, and an organization should constantly strive to make those improvements. (13.13.)
Continuous Process Improvement (CPI)
At the core of the Air Force continuous process improvement (CPI) effort is _______. (13.14.)
the 8-Step structured problem-solving model
We must insist on a non-blaming approach when identifying and resolving problems because: (13.14.)
-people are not to blame for inefficiencies in our processes-people are in the best position to identify barriers and inefficiencies in their day-to-day jobs
AFSO21 breaks the four OODA loop steps into eight steps that are flexible enough to be effective at what level? (13.15.)
-Air Force-MAJCOM or Wing-Individual
The OODA loop is an objective description of the decisionmaking process and stands for _______. (13.15.1.)
observe, orient, decide, act
At the core of the Air Force continuous process improvement (CPI) effort is the 8-Step structured problem-solving model. This model is mapped to the four decisionmaking phases: (13.14. and 13.15.1.)
observe, orient, decide, act
The AFSO21 8-Step Problem Solving Process is mapped to the four OODA decision-making phases. Step 1, Clarify and Validate the Problem, and Step 2, Break Down the Problem/Identify Performance Gaps, are mapped to which of the decision-making phases? (13.15.1.)
observe
The AFSO21 8-Step Problem Solving Process is mapped to the four OODA decision-making phases. Step 3, Set Improvement Targets, and Step 4, Determine Root Causes, are mapped to which of the decision-making phases? (13.15.1.)
orient
The AFSO21 8-Step Problem Solving Process is mapped to the four OODA decision-making phases. Step 5, Develop Countermeasures, is mapped to which of the decision-making phases? (13.15.1.)
decide
The AFSO21 8-Step Problem Solving Process is mapped to the four OODA decision-making phases. Step 6, See Countermeasures Through, Step 7, Confirm Results and Process, and Step 8, Standardize Successful Processes, are mapped to which of the decision-making phases? (13.15.1.)
act
The critical first step to effective problem solving is to _______. (13.15.3.2.)
clearly understand the problem
The critical first step to effective problem solving is to clearly understand the problem. A tool to use could be the SIPOC chart, which helps identify: (13.15.3.2.)
supplier, input, process, output and customer
There are several “lean tools” that can help Air Force leaders decide which problems should be tackled. Which of these provides a framework to ensure resources and activities are linked to key enterprise strategies, directives, and goals because individual problem solving can have greater impact if it is coordinated with the rest of the organization? (13.15.3.3.1.)
Strategic Alignment and Deployment (SA&D)
There are several “lean tools” that can help the Air Force leader decide which problems should be tackled. Which of these provides a visual representation of a high-level process map and brings Airmen involved in a process together in a nonthreatening way that builds teamwork? (13.15.3.3.2.)
Suppliers, Input, Process, Output, and Customers (SIPOC) Analysis
There are several “lean tools” that can help Air Force leaders decide which problems should be tackled. Which of these involves understanding who the customers are and what they need in order to understand whether or not you are meeting their needs? (13.15.3.3.3.)
Voice of the Customer (VOC)
There are several “lean tools” that can help Air Force leaders decide which problems should be tackled. Which of these is a visual overview of the process at any level that helps you identify improvement areas? (13.15.3.3.4.)
Value Stream Mapping (VSM)
There are several “lean tools” that can help Air Force leaders decide which problems should be tackled. Which of these tools involves actually walking the process or problem area to obtain first-hand data rather than second hand opinions? (13.15.3.3.5.)
Go and See
Step 2 of the AFSO21 8-Step Problem Solving Process is “Break Down the Problem/Identify Performance Gaps”. The PDG lists two “lean tools” that can help in this effort. Which of them focuses on the difference between the level of performance seen today and the level of performance needed tomorrow? (13.15.4.1.2.1.)
Performance Gap Analysis
Step 2 of the 8-Step Problem Solving Process is “Break Down the Problem/Identify Performance Gaps”. The PDG lists two “lean tools” that can help in this effort. Which of them focuses on which steps in the process inhibit the flow of the entire process? This is sometimes referred to as the weakest link or the slowest step. (13.15.4.1.2.2.)
Bottleneck Analysis (or Constraint Analysis)
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets using the future state mapping and B-SMART target tools. Improvement targets should: (13.15.5.1.)
-define the performance levels required to make the vision a reality-be challenging but achievable-have B-SMART characteristics
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets using the future state mapping and B-SMART target tools. B-SMART stands for _______. (13.15.5.2.)
balanced, specific, measurable, attainable, results-focused, and timely
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets. B-SMART targets must be balanced which means: (13.15.5.2.1.)
ensure goals are balanced and target efficiency and effectiveness
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets. B-SMART targets must be specific which means: (13.15.5.2.2.)
to have clearly defined, desirable outputs that are applicable to the process improvement activity
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets. B-SMART targets must be measurable which means: (13.15.5.2.3.)
to include time frames and data obtainable from specific sources
In the third step of the AFSO21 8-Step Problem Solving Process, process owners will set improvement targets. B-SMART targets must be attainable which means: (13.15.5.2.4.)
resources must be available; a goal can have some risk but success must be possible
B-SMART targets must be results-focused which means: (13.15.5.2.5.)
link targets to the mission, vision and goals, and ensure they are meaningful to the user
B-SMART targets must be timely which means _______. (13.15.5.2.6.)
provide step-by-step views versus giant leaps, and measure at interim milestones
Step 4 of the AFSO21 8-Step Problem Solving Process is Determine Root Causes (Orient). This step is necessary: (13.15.6.)
when previous problem-solving efforts were directed at symptoms rather than the root cause of the problem
Step 4 of the AFSO21 8-Step Problem Solving Process is Determine Root Causes (Orient). _____ tools, including the 5 Whys, can help identify true root causes. (13.15.6.)
Six
Six tools, including the 5 Whys, can help identify true root causes. Which tool consists of asking “why” five times, or until you have reached the point that you’ve got a bottom line response? (13.15.6.1.)
5 Whys
Six tools, including the 5 Whys, can help identify true root causes. Which tool requires suggesting as many ideas as possible to pull information out of the team member that they, perhaps, did not realize was important? (13.15.6.2.)
Brainstorming
Six tools, including the 5 Whys, can help identify true root causes. Which tool requires objectively graphing the data to point to the critical 20 percent of the input which is causing the problem? (13.15.6.3.)
Pareto Analysis
Six tools, including the 5 Whys, can help identify true root causes. Which tool finds a way to group like items to simplify a problem enough so that it can be more easily understood? (13.15.6.4.)
Affinity Diagrams
Six tools, including the 5 Whys, can help identify true root causes. Which tool is often called the “fishbone” diagram and is a quick and simple way to visually depict the relationship between specific categories of process inputs and undesirable outputs? (13.15.6.5.)
Cause and Effect Diagrams
Six tools, including the 5 Whys, can help identify true root causes. Which tool consists of objective graphs of process output over time and usually include predefined upper and lower performance level limits? (13.15.6.6.)
Control Charts
Step 5 of the AFSO21 8-Step Problem Solving Process is: (13.15.7.)
Develop Countermeasures (Decide)
Step 5 of the AFSO21 8-Step Problem Solving Process is Develop Countermeasures (Decide). The key principle to remember is that the impact of a solution is a combination of the quality of the solution and _______. (13.15.7.2.)
the acceptance of the solution by the people who must implement it
Step 6 of the AFSO21 8-Step Problem Solving Process is See Countermeasures Through (Act). There are three key questions the Air Force leader must answer before taking action: (13.15.8.2.)
-Which CPI method best fits my situation?-What is the best setting to implement my solution?-What process improvement tools are most appropriate?
One of the three key questions Air Force leaders must answer before taking action is, what is the best setting to implement my solution? The appropriate setting depends on _______. (13.15.8.4.)
the scope of effort required
The PDG lists three levels of settings for solutions: Just Do It (also called point improvement), Rapid Improvement Event, and Improvement Project. Which of these involves one person (or a small team) and can be accomplished in less than a day? (13.15.8.4. and 13.15.8.4.1.)
Just Do It (JDI)
The PDG lists three levels of settings for solutions: Just Do It (also called point improvement), Rapid Improvement Event, and Improvement Project. Which of these consists of a small team of individuals, usually subject matter experts, and can be accomplished in less than 1 week? (13.15.8.4. and 13.15.8.4.2.)
Rapid Improvement Event (RIE)
The PDG lists three levels of settings for solutions: Just Do It (also called point improvement), Rapid Improvement Event, and Improvement Project. Which of these requires a large team and will be conducted over a long period of time? (13.15.8.4. and 13.15.8.4.3.)
Improvement Project
Dozens of lean process improvement tools exist from which an experienced practitioner can choose. Tools should be selected based on: (13.15.8.5.)
how well they address the root causes identified in step four of the AFSO21 8-Step Problem Solving Process
Dozens of lean process improvement tools exist from which an experienced practitioner can choose. Which tool establishes a place for everything and makes it obvious when everything is not in its place? (13.15.8.5.1.)
6S and Visual Management
Dozens of lean process improvement tools exist from which an experienced practitioner can choose. Which tool is the bedrock foundation of continuous improvement and makes it possible to tell if improvements are because of chance or deliberate efforts? (13.15.8.5.2.)
Standard Work
Dozens of lean process improvement tools exist from which an experienced practitioner can choose. Which tool designs how workers are arranged relative to the work and to each other? (13.15.8.5.3.)
Cell Design
Dozens of lean process improvement tools exist from which an experienced practitioner can choose. Which tool aims to make it impossible to do wrong? (13.15.8.5.4.)
Error Proofing
Step 7 of the AFSO21 8-Step Problem Solving Process is Confirm Results and Process (Act). The projects should be monitored for: (13.15.9.2.)
-performance relative to the baseline developed in steps one and two-performance relative to B-SMART targets established in step three-performance relative to where we thought we would be at this stage of the solution implementation
Step 7 of the AFSO21 8-Step Problem Solving Process is Confirm Results and Process (Act). If we are not meeting targets by deadlines, the most common mistake made by process improvement efforts is _______. (13.15.9.2.4.)
incorrect root causes determination
Of the eight steps of the AFSO21 problem solving process, which one is the most commonly skipped and under completed? (13.15.10.1.)
Step eight
The Resource Management System: (13.16.1.)
involves various systems focused on outputs and resources used
Air Force managers oversee activities that cost money. However, in terms of resources, Resource Management System (RMS) duties refer to the stewardship of _______. (13.16.2.)
-money-manpower-equipment
In terms of Resource Management System (RMS) duties, whose duties include providing sound financial management and advice to the commander and staff and applying policies and procedures that enable the organization to carry out accounting, budget, and cost functions? (13.16.2.2.)
Comptroller
In terms of Resource Management System (RMS) duties, which agency must plan, direct, and coordinate subordinate organizations’ activities, analyze subordinate organizational plans, identify imbalances in resource distribution, analyze alternative actions, and balance programs? (13.16.2.3.)
Responsibility Center Manager
Which Resource Management role plans, directs, and coordinates subordinate organizations’ activities? (13.16.2.3.)
Responsibility Center Manager
Which Resource Management role is responsible for the basic production flight or work center and for regulating the consumption of work hours, supplies, equipment, and services to do the tasks within their cost center? (13.16.2.4.)
Cost Center Manager
Which Resource Management role has the duty to monitor and help prepare resource estimates, help develop obligations and expense fund targets, monitor the use of resources in daily operations compared to projected consumption levels, and serve as the primary points of contact on resource management matters pertaining to their responsibility center? (13.16.2.5.)
Resource Advisor
What base-level Resource Management entity determines program priorities and ensures effective allocation of resources by reviewing, approving, or disapproving recommendations made by the Financial Working Group to ensure balanced and valid financial programs? (13.16.3.)
the Financial Management Board
What Resource Management entity is composed of both line and staff RAs and Responsibility Center managers and develops requirements for base or unit financial plans, reviews all appropriated fund financial plans, and makes recommendations to the Financial Management Board for final approval? (13.16.4.)
the Financial Working Group
A property custodian is: (13.17.3.)
any person designated by the organization commander or chief of staff agency responsible for government property in his or her possession
Although all Air Force resources have a value that was charged to the Department of Defense, some resources may appear to be cost free assets because: (13.18.2.)
-Airmen did not have to pay out funds to obtain the resources-Airmen did not have the authority to control allocation or change the composition of total resources allocated
The operating budget covers costs associated with the operation of all Air Force organizations. The budget program operates on a _______ basis. (13.18.3.)
fiscal year
The budget program operates on a fiscal year (FY) basis. The Fiscal Year begins _______ and ends _______. (13.18.3.)
1 October; 30 September
Every year the Air Force loses millions of dollars in various resources because of resource waste and acts of fraud. The Air Force program developed to counter these problems is: (13.19.1. and 13.19.2.)
the Air Force Complaints and Fraud, Waste, and Abuse programs
Under the Air Force Fraud, Waste, and Abuse program, Fraud is defined as: (13.19.1.1.)
a deception designed to gain a benefit, privilege, allowance, or consideration
As defined by the Air Force Fraud, Waste, and Abuse program, Waste is: (13.19.1.2.)
the extravagant, careless, or needless expenditure of Air Force funds or resources
As defined by the Air Force Fraud, Waste, and Abuse program, Abuse is: (13.19.1.3.)
the intentionally wrongful or improper use of Air Force resources
Preventing Fraud, Waste, and Abuse is of primary concern. Detection and prosecution serve to deter fraudulent, wasteful, or abusive practices, however, the key element of the program is _______. (13.19.2.)
to prevent the loss of resources
Air Force personnel have a duty to promptly report Fraud, Waste, and Abuse to _______. (13.19.2.)
-an appropriate supervisor or commander-to an IG or other appropriate inspector-through an established grievance channel
Fraud, Waste, and Abuse complaints may be reported to: (13.19.2.)
-the Air Force Audit Agency-the Air Force Office of Special Investigations (AFOSI)-security forces or other proper authorities
Air Force personnel have a duty to report Fraud, Waste, and Abuse (FWA). However, members should _______ before involving a higher level or the IG. (13.19.3.1.)
try to resolve FWA issues at the lowest possible level
When reporting Fraud, Waste, and Abuse, the complainant’s privacy is safeguarded to the maximum extent possible. But Airmen should realize that members who knowingly make false statements: (13.19.3.1.2.)
are subject to punitive action and/or adverse administrative action
Although communications made to an IG are not privileged or confidential, disclosure of those communications (and the identity of the communicant) will be strictly limited to _______. (13.19.3.2.)
an official need-to-know basis
The DoD and Air Force environmental program is composed of four pillars: (13.20.2.)
restoration, compliance, conservation, and pollution prevention
Which Air Force environmental program’s goal is to reduce risks to human health and the environment due to contamination from past Air Force activities? (13.20.2.1.)
Environmental Restoration Program
Which Air Force environmental program ensures the Air Force plans and manages its mission and operations in a manner to achieve and maintain compliance with federal, state or local laws, executive orders, DoD and Air Force policies including those that apply overseas, and other binding agreements? (13.20.2.2.)
Environmental Quality Program
What Air Force program was designed to help Air Force installations and organizations comply with all applicable environmental regulations and standards? (13.20.2.2.)
Environmental Compliance Assessment and Management Program (ECAMP)
Which Air Force environmental program was created to prevent future pollution by reducing the amount of pollution/waste created at the source; reducing the use of hazardous materials; and minimizing the toxicity of wastes and the release of pollutants, all while reducing total ownership costs? (13.20.2.3.)
Pollution Prevention (P2) Program
The Air Force environmental program that supports actions to protect, enhance, and sustain mission capability through effective planning and management of natural and cultural resources is: (13.20.2.4.)
the Natural and Cultural Resources Conservation Program
Which Air Force environmental program’s primary objective is to ensure continued access to the land and air space required to achieve the Air Force mission? (13.20.2.4.)
the Natural and Cultural Resources Conservation Program
Which Air Force environmental program identifies essential actions necessary to manage air resource assets (i.e. quality of the air we breathe, airspace to fly and train, etc.) in order to maximize their military value while attaining and maintaining compliance with the Clean Air Act (CAA) andother applicable laws, regulations, and policies? (13.20.3.)
Air Quality Compliance and Resource Management Program
Which Air Force environmental program maintains water supply, water quality, and safety of Air Force water systems worldwide? (13.20.4.)
Water Quality Compliance Program
Which Air Force environmental program’s primary focus is to protect human health by providing safe drinking water? (13.20.4.)
Water Quality Compliance Program
How does the Air Force address the need for solid waste characterization, handling, storage and collection, solid waste disposal, record keeping and reporting of solid-waste-related data? (13.20.5.)
AFI 32-7042, Waste Management, requires each installation to have a solid waste management program
What base agency works with the Wing Commander to oversee compliance with hazardous waste laws per AFI 90-801, Environment, Safety, and Occupational Health Councils? (13.20.6.1.)
base Environmental, Safety, and Occupational Health Council
The Air Force process designed to manage the procurement and use of HAZMAT to support Air Force missions, ensure the safety and health of personnel and surrounding communities, and minimize Air Force dependence on HAZMAT is: (13.20.7.)
the Hazardous Materials (HAZMAT) Management Process (HMMP)
