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Management 101: Change And Operations
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Management 101: Change And Operations
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25 Questions

1. The entire series of organizational work activities that add value at each step from raw materials to finished product

2. Organizations that produce nonphysical products in the form of services

3. Work expectations that are hard to satisfy

4. Change methods that focus on people and the nature and quality of interpersonal work relationships

5. Taking creative ideas and turning them into useful products or work methods

6. Individuals who actively and enthusiastically support new ideas - build support - overcome resistance - and ensure that innovations are implemented

7. Someone who acts as a catalyst and assumes the responsibility for managing the change process

8. The adverse reaction people have to excessive pressure placed on them from extraordinary demands - conditions or opportunities

9. The ways that organizational work is done

10. People who have a chronic sense of urgency and an excessive competitive drive

11. ISO 9000; Six Sigma

12. Education and communication; Participation; Facilitation and support; Negotiation; Manipulation and co-optation; and Coercion

13. 1. Unfreezing; 2. Changing; 3. Refreezing

14. Having more work to accomplish than time permits

15. Organizations that produce physical goods

16. People who are relaxed and easygoing and accept change easily

17. The process of managing the sequence of activities and information along the entire value chain

18. Factors that cause stress

19. Calm Waters metaphor; White-Water Rapids metaphor

20. Structure; Technology; People

21. The performance characteristics - features - and attributes - and any other aspects of goods and services for which customers are willing to give up resources

22. When role expectations are not clearly understood

23. Providing customers with a product when - where - and how they want it

24. The ability to combine ideas in a unique way or to make unusual associations between ideas

25. A quality program designed to reduce defects and help lower costs - save time - and improve customer satisfaction

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