Chapter 29: Reviewing and Keeping the Change on Track

1. Blueprint changes are those where:

implementation involves taking a series of tentative steps and, after each step, reviewing whether the direction of change still holds good the end state is known and it is possible to formulate a clear direction for change it is difficult to specify the end state in advance the intention is to roll out the same change on many occasions

2. Performance drivers are:

senior managers who adopt a tough top-down approach to managing change the variables that determine whether a desired outcome will be achieved the plans for change that guide implementation a term derived from Lewin’s filed theory

3. Which of the following questions needs to be addressed when validating a change hypothesis?

Are interventions producing the desired effect? Is everybody committed to implementing the change plan? Does everybody know what needs to be done? Are those leading the change aware of their theories-in-use?

4. Just because an intervention has been implemented as intended and has produced the anticipated effects does not mean that the change will achieve the intended outcome. True or false?

True False

5. Performance measures need to:

relate to the outcomes valued by important stakeholders demonstrate how interventions have affected performance be linked to the cause and effect relationships embedded in the change plan All of the above

6. Which of the following is NOT one of the four categories of measure included in Kaplan and Norton’s (1996) balanced scorecard:

Financial Customer Innovation and learning Agility

7. According to Heskett et al (1994), ___________ is a critical intervening variable in the employee attitude–profit relationship

customer satisfaction labour turnover management style organizational culture

8. The balanced scorecard can be used to:

develop a shared view about how and why change goals are related in terms of cause and effect provide a framework for consultation and debate about what a more desirable state will look like and what needs to happen if it is to be achieved integrate financial measures of past performance with measures of the drivers of future performance All of the above

9. Which of the following elements of the Hayes and Hyde (2008) model is most amenable to change over the short term?

The inherent nature of the change itself The personality and temperamental characteristics of the people involved The way the overall strategy for change is represented down the line by local management

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