Organization d, EXAM, OD Questions
and Answers
Organization Development (OD) - ANS-is a systematic method of examining an
organizations technology, processes, structure, and human resources and developing
action stategies to improve the way it achieves desired business results
Organizational intervention - ANS-When the culture and climate tend to inhibit goal
achievement.
Examples of Organizational intervention - ANS--change management
-knowledge management
-learning organizations
Steps in change theory - ANS-unfreezing, moving, refreezing
Unfreezing - ANS-This stage creates the motivation for change by identifying and
communicating the need for the change. In this stage, its important to create a vision for
the outcome of the change and a sense of urgency for getting to the new outcome.
Moving - ANS-During this stage, resistance is examined and managed, and the
organization is aligned with the change. Communication remains an integral part of the
process.
Refreezing - ANS-In the final stage of the theory, the change becomes teh new norm for
the organization, the outcome is evaluated, and additional changes occur to adjust the
actual outcomes to those that are desired.
Tools for Successful Change - ANS-Prepare for Change, Communicate, Develop a
Plan, Have an Executive Sponsor, Motivate Direct Supervisors, Recruit Unofficial
Leaders, Implement, Evaluate
change agent - ANS-A_______ must be able to balance the needs of various
stakeholders int he process, listen to their concerns, and move them toward acceptance
of and commitment to the change.
Knowledge Management - ANS-______usually encompasses activities related to the
creation, retention, and distribution of organizational knowledge.
, retain and institutionalize - ANS-Organizations use different methods to
___________knowledge so its easily accessible for improving processes and increasing
profits.
Methods to retain knowledge - ANS-Expert Registers, Best Practice Standards, After-
Action Evaluations, Communities of Practice, Technology Solutions, Knowledge
Management Systems
Best Practice Standards - ANS-is often used to describe methods or practices that have
been demonstrated to produce desired results over a period of time.
After-Action Evaluation - ANS-An _________is sometimes referred to as a ________
and is a review conducted at the end of a project or other group endeavor. The purpose
of the evaluation is to share in the group what worked, what didn't work, and what
knowledge can be retained for use in future projects.
Community of Practice (CoP) - ANS-is an informal means of learning what works well in
environments characterized by open communication and trust.
CoPs - ANS-_____may be spontaneous and self-organized or sponsored by the
organization. In either case, they consist of people with common work
Technology Solutions - ANS-The information technology (IT) group can play a large role
in facilitating KM initiatives. As the organization function for communication
infrastructure, IT implements database management and other IT tools that encourage
knowledge sharing among employees.
Knowledge Management Systems - ANS-support and collect the creation, capture,
storage, and dissemination of organizational knowledge and information.
KMS - ANS-The goal of a _____is to provide employees with easy access to
information that has been collected from various sources, verified for accuracy, and
organized for retrieval to answer questions or solve problems.
Example of an effective KM program - ANS-Customer relationship management (CRM)
in which costomers complain about the frustration they experience when calling a
customer suport or help line and having to repeat all the details of a problem with a
product to each ne customer service representative who comes on the line.
Learning organizations - ANS-_____are innovative environments in which knowledge is
originated, and freely shared in response to environmental changes that affect the
ability of the organization to compete.
Pete Senge, The Fifth Discipline: the Art and Practice of the Learning Organization -
ANS-identifies 5 disciplines, or guiding principles, that enable organizations to increase
and Answers
Organization Development (OD) - ANS-is a systematic method of examining an
organizations technology, processes, structure, and human resources and developing
action stategies to improve the way it achieves desired business results
Organizational intervention - ANS-When the culture and climate tend to inhibit goal
achievement.
Examples of Organizational intervention - ANS--change management
-knowledge management
-learning organizations
Steps in change theory - ANS-unfreezing, moving, refreezing
Unfreezing - ANS-This stage creates the motivation for change by identifying and
communicating the need for the change. In this stage, its important to create a vision for
the outcome of the change and a sense of urgency for getting to the new outcome.
Moving - ANS-During this stage, resistance is examined and managed, and the
organization is aligned with the change. Communication remains an integral part of the
process.
Refreezing - ANS-In the final stage of the theory, the change becomes teh new norm for
the organization, the outcome is evaluated, and additional changes occur to adjust the
actual outcomes to those that are desired.
Tools for Successful Change - ANS-Prepare for Change, Communicate, Develop a
Plan, Have an Executive Sponsor, Motivate Direct Supervisors, Recruit Unofficial
Leaders, Implement, Evaluate
change agent - ANS-A_______ must be able to balance the needs of various
stakeholders int he process, listen to their concerns, and move them toward acceptance
of and commitment to the change.
Knowledge Management - ANS-______usually encompasses activities related to the
creation, retention, and distribution of organizational knowledge.
, retain and institutionalize - ANS-Organizations use different methods to
___________knowledge so its easily accessible for improving processes and increasing
profits.
Methods to retain knowledge - ANS-Expert Registers, Best Practice Standards, After-
Action Evaluations, Communities of Practice, Technology Solutions, Knowledge
Management Systems
Best Practice Standards - ANS-is often used to describe methods or practices that have
been demonstrated to produce desired results over a period of time.
After-Action Evaluation - ANS-An _________is sometimes referred to as a ________
and is a review conducted at the end of a project or other group endeavor. The purpose
of the evaluation is to share in the group what worked, what didn't work, and what
knowledge can be retained for use in future projects.
Community of Practice (CoP) - ANS-is an informal means of learning what works well in
environments characterized by open communication and trust.
CoPs - ANS-_____may be spontaneous and self-organized or sponsored by the
organization. In either case, they consist of people with common work
Technology Solutions - ANS-The information technology (IT) group can play a large role
in facilitating KM initiatives. As the organization function for communication
infrastructure, IT implements database management and other IT tools that encourage
knowledge sharing among employees.
Knowledge Management Systems - ANS-support and collect the creation, capture,
storage, and dissemination of organizational knowledge and information.
KMS - ANS-The goal of a _____is to provide employees with easy access to
information that has been collected from various sources, verified for accuracy, and
organized for retrieval to answer questions or solve problems.
Example of an effective KM program - ANS-Customer relationship management (CRM)
in which costomers complain about the frustration they experience when calling a
customer suport or help line and having to repeat all the details of a problem with a
product to each ne customer service representative who comes on the line.
Learning organizations - ANS-_____are innovative environments in which knowledge is
originated, and freely shared in response to environmental changes that affect the
ability of the organization to compete.
Pete Senge, The Fifth Discipline: the Art and Practice of the Learning Organization -
ANS-identifies 5 disciplines, or guiding principles, that enable organizations to increase
