Module Six - Managing Change Diversity

Question 1

What is the definition of diversity

Answer 1

The variation between at least two objects/people and the size of the gap between them

Question 2

What model helps manage diversity

Answer 2

PrMS

Question 3

Who created Performance Measures for Diversity

Answer 3

Kaplan and Norton 1996

Question 4

What is the fiscal diversity perspective

Answer 4

Looks at the companies change strategy and the effect it will have on the bottom line

Question 5

What are the three stages of the fiscal diversity perspective

Answer 5

1. Rapid Growth 2. Sustained Growth 3. Harvest Benefits

Question 6

What is the Customer Diversity perspective

Answer 6

The change value beliefs a company needs to create to ensure customer satisfaction

Question 7

What is the Business Process Diversity perspective

Answer 7

Revolves around the process diversity that gives the customer what they want. Ensures processes are efficient, reliable and high quality

Question 8

What is the learning and growth diversity perspective

Answer 8

Focuses on the companies intangible assets e.g. internal skills and abilities

Question 9

What are the 6 elements to be taken into account in change diversity

Answer 9

1. Legislation, Governance and Policy 2. Staff Training 3. Products and Services 4. Accessible Information 5. Websites 6. Premises

Question 10

What 6 elements did ABZ focus on for a successful change program

Answer 10

1. Informed, Confident Staff 2. Recruitment that makes a difference 3. Tools to trigger change 4. Access for all 5. Policy that changes practice 6. Services that fit people, not people that fit services