Final Exam

Question 1

Problems with Expert approach

Answer 1

1) May not full appreciate the nature of the clients business, may recommend actions that can not be done
2) Unique politics or culture of the company prevent implementation of recommendations

Question 2

Facilitator Approach

Answer 2

the focus is on assisting the client in defining the problem, analyzing the situation, evaluating possible solutions, and deciding on the best solution.

Question 3

Problems with Facilitator Approach

Answer 3

1) decision makers in the client organization do not have the knowledge or the time to make wise decisions
2) client group may not be capable of making tough decisions.

Question 4

External Consultants Advantages

Answer 4

1) lots of experience with other companies 2) Direct experience with similar problems 3) Fresh perspective 4) Cost Effective

Question 5

Internal Consultants Advantages

Answer 5

1) Always available 2) More familiar with organizational culture 3) Understands politics of getting things done 4) Must live with results

Question 6

Cost-plus-fixed fee contract

Answer 6

both the consultant and the client estimate the costs of the project and agree to add a fixed fee for the consultants services

Question 7

Performance Contracts

Answer 7

consultant receives a percentage of whatever savings were realized by virtue of his or her work.

Question 8

Sections of a Proposal

Answer 8

(1) Introduction (2) Objectives (3) Background (4) Project Plan (5) Timetable (6) Confidentiality (7) Project Costs (8) Qualifications (9) Ending

Question 9

Five Interrelated Steps : Data Collection

Answer 9

1) identifying the problem 2) assessing the data that need to be collected to study the problem 3) determing where to find these data 4) deciding how to collect the data 5) summarizing, evaluating, and drawing conclusions from the data

Question 10

Interview Format

Answer 10

1) Beginning – Introductions, informal small talk
2) Purpose and Timeframe – PAT: purpose, agenda, and time.
3) Gathering Demographic Data
4) Moving into the “meat” of the interview – ask open ended questions
5) Finishing up – Briefly summarize key points

Question 11

Key success factors for conducting effective interviews

Answer 11

• Prepare the questions beforehand
• Conduct the interview in a quiet setting
• Face the interviewee, make occasional eye contact, and acknowledge the interviewees responses
• Ask open-ended questions and probe to clarify and to encourage the interviewee to provide details and examples
• Ask one question at a time
• Keep the interview focused on the topic
• Let the interviewee do the majority of the talking
• Ask tough questions
• Take notes on key ideas or themes

Question 12

Overview : Preparing Feedback Assessment Report

Answer 12

1) Find Major Themes
2) Identify Relevant Issues
3) Focus on “action” issues
4) Emphasize issues that can be handled quickly
5) Focus on issues that people agree need attention

Question 13

Action Research Model

Answer 13

that if clients are involved in analyzing data and determining actions to be taken, they will be more committed to carrying out those actions than if the consultant merely presents them with recommendations and action plans

Question 14

Controversial Issues

Answer 14

should only be discussed if they relate directly to the primary problem of issue at hand.

Question 15

Irrelevant but Critical Issues

Answer 15

If the overall issue is important, you should inform the appropriate persons via memo or by email. Such information should not be generally included in your report

Question 16

Naming Names

Answer 16

– the focus of the report should generally be on the structure or flow of a system, not on people.

Question 17

Stakeholder Analysis

Answer 17

1) identifying exactly who will have to do things differently as well as what type of changes they will experience
2) focuses on ensuring that all of the key stakeholders are on board with the changes being proposed

Question 18

The Project Plan

Answer 18

the plan details what changes will occur in the organization, the sequence in which they will occur, when they will occur, and what resources are needed to accomplish them.

Question 19

Countering Resistance to Change

Answer 19

1) Treat the resistance seriously
2) Encourage the client or a key contact person in the organization to provide several opportunities throughout the implementation process
3) Communicate openly and honestly about changes taking place.
4) Encourage those affected by the changes to provide suggestions of ways to implement the changes in the least disruptive way possible
5) Don’t take resistance personally

Question 20

Goals for final stage

Answer 20

1) Plan for the transition to the next phase of the project
2) Celebrate the completion of the project
3) Explore how you and the client can work together even more effectively in the future
4) Explore further opportunities for collaboration
5) Secure recommendations (and referrals)
6) Ensure ways to maintain a relationship

Question 21

Action Research Model

Answer 21

(1) Entry (2) Start up (3) Assessment and Feedback (4) Action Planning (5) Intervention (6) Evaluation (7) Adoption (8) Separation

Question 22

Entry

Answer 22

The need for change in an organization becomes apparent

Question 23

Start up

Answer 23

The consultant enters the picture working to discover what might be done

Question 24

Assessment and Feedback

Answer 24

Information is gathered and validated about a desired positive future

Question 25

Action Planning

Answer 25

Collaborates with decision makers and stakeholders

Question 26

Intervention

Answer 26

Action plan is implemented, monitored and continually adjusted and embellished as the situation warrants

Question 27

Evaluation

Answer 27

Consultant helps decision makers ands stakeholders assess the change efforts progress and organizational learning to illuminate next steps

Question 28

Adoption

Answer 28

Members of the organization maintain the new state as resulting changes are integrated into daily work life.

Question 29

Separation

Answer 29

The consultant prepares for closure or departure. Knowledge and skills of the change agent have been transferred to the organization

Question 30

Purpose of Action Change Model

Answer 30

Emphasizes the continuous nature of change and does not assume that change occurs on a daily basis. Change efforts are multidimensional and perpetual.