Management and Organizational Studies 2181A/B Chapter Notes - Chapter 16: Total Quality Management, Organization Development, Learning Organization

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Ch 16 Terms Org Change, Development, Innovation
Unfreezing: the recognition that some current
state of affairs is unsatisfactory
e.g. realizing the current organization structure is
ineffective
change: implementing a program or planning to
move the organization or its members to a more
satisfactory state
e.g. revising a hiring procedure or providing
employee empowerment within workforce
refreezing: the condition that exists when newly
developed behaviours, attitudes, or structures
become an enduring part of the organization
organization learning: the process through which
an organization acquires, develops, and transfers
knowledge throughout the organization
knowledge acquisition: first step of learning
process for a learning organization where it
involves getting external knowledge through
acquisition, distribution and interpretation of it
knowledge development: 2nd step, creating new
knowledge through dialogue/interaction from
members & experience being shared (a way to
distribute knowledge)
learning organization: an organization that has
systems & processes for creating, acquiring, and
transferring knowledge to modify & change its
behaviour to reflect new knowledge and insights;
organization change is more likely to occur for this
type of company
Issues in Change Process
Diagnosis: systematic collection of info relevant to
impending organization change
Change agents: experts in the application of
behavioural science knowledge to organizational
diagnosis and change
Resistance: overt (open) or covert (subtle) failure
by organization members to support a change
effort
Institutionalize a change: change becomes a
permanent part of the organization system, a social
fact that persists over time despite possible
turnover by members who originally experienced
the change
Planned Organizational Change
Organizational development: a planned, ongoing
effort to change organizations to be more effective
and more human by using knowledge of behavioral
science to foster a culture that contains self-
examination and readiness for change
Specific Organizational Development
Strategies
Team building: aimed to increase work team’s
effectiveness by improving members’s
interpersonal processes, goal & role clarification
Survey feedback: collection of data from
organizational members and provision of feedback
about the results
Total quality management: a systematic attempt
to achieve continuous improvement in the quality
of an organizations products/services
Reengineering: the fundamental redesign of work
activities that create customer value to achieve
time, cost, quality, service; e.g. streamlining the
payment process so there needs to be no large
amount of staff for issuing payments to suppliers
when supplies are obtained
Organization processes: activities or work that
have to be accomplished to create outputs that
internal or external customers value; e.g.
redesigning a product
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Document Summary

Institutionalize a change: change becomes a permanent part of the organization system, a social fact that persists over time despite possible turnover by members who originally experienced the change. Organizational development: a planned, ongoing effort to change organizations to be more effective and more human by using knowledge of behavioral science to foster a culture that contains self- examination and readiness for change. Team building: aimed to increase work team"s effectiveness by improving members"s interpersonal processes, goal & role clarification. Survey feedback: collection of data from organizational members and provision of feedback about the results. Total quality management: a systematic attempt to achieve continuous improvement in the quality of an organization"s products/services. Organization processes: activities or work that have to be accomplished to create outputs that internal or external customers value; e. g. redesigning a product. Diagnosis: systematic collection of info relevant to impending organization change. Change agents: experts in the application of behavioural science knowledge to organizational diagnosis and change.

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