What does Kotter mean by ‘consolidate improvements’? Question 8Answer a. Improving organisational processes incrementally b. Fostering determination and commitment towards the change effort c. Reducing costs and expenses required for the change d. Adopting a proactive attitude towards change

The right vision affects organizational change in all of the following ways except:   a. Ensuring that the blue sky hits the road.   b. Attracting committment and energizing people.   c. Creating meaning in employee's lives.   d. Establishing a standard of excellence.

Which manager does the most 'leading'? a) 1st tier b) VP c) CEO d) GM       The soda machine broke in this fast food restaurant. This 1st tier manager opens it up, identifies the problem and fixes the machine. This is an example of what skill?   a) human b) technical c) conceptual       Flag question: Question 3 A manager working in the back office overhears employees discussing their disapproval of next week's schedule. He gets up and goes over to address their concerns. This is an example of what skill?   a) technical b) human c) conceptual       Flag question: Question 4   This mid-level manager is new to the company. He recently completed his MBA and is ready to bring new insights into the lagging production the company is experiencing. This is an example of what skill?   a) technical b) human c) conceptual       Flag question: Question 5 As a 1st tier manager you that there is a bottleneck in a particular area. You move one…

Question 4 Which of the following statements is true of scientific management? OJt focuses on fulfilling important human needs beyond purely economic ones. O t focuses on finding the most efficient methods for performing any work-related task O t stresses the significance of factors such as morale, attitudes, and values. o It emphasizes the social skills of managers. • Previous No new data to save. Last checked at

Question 6 Which plan is NOT a part of Phase 2 - Managing Change? O Success recognition plan O Resistance management plan O Coaching plan Question 7 The later is the entry point for change management, the easier it is to manage change because the project is closer to completion at that point. O True O False Question 8 What is one primary reason for managing the people side of change? O To achieve business results. O To increase profits. O To increase employee engagement.

Questions for Discussion                                                                                                                                             1. What were the customers actually saying in the four responses given in this case? Translate them into customer requirements using actionable business language.                                                                                                         2. In addition to your responses to question 1, the voice of the customer process identified the follow- ing customer requirements: food and drinks at their roper temperature, fresh food, meeting the unique needs of adult guests as well as families, exceeding service expectations, an easy to read and understand menu, and caring staff. Suggest how these customer requirements can be translated into production and service delivery processes and activities.     3. Conduct a similar mock voice of the customer pro- cess for your school or college. What did you learn?