Innovation & Change Management Flashcards

In Lewin's change model, the 'Refreeze' stage refers to:

Answer: Stabilizing new processes so they become the standard way of working

Refreeze locks in the new behaviors and processes as the norm.

A debt relief firm adopts a dedicated account model where client funds are held in an account the client owns and controls. Under the TSR, which feature is required for such accounts?

Answer: The client may withdraw from the program at any time without penalty and receive the funds, minus earned fees

The TSR requires the client to own the funds, receive the interest, and be able to withdraw anytime without penalty.

Which metric would BEST measure whether a new client-communication app improved retention?

Answer: Program dropout rate before and after launch

Comparing dropout rates directly measures the retention impact of the change.

A firm wants to use text messaging to contact clients about settlement offers. Which federal law most directly governs consent for automated texts?

Answer: Telephone Consumer Protection Act (TCPA)

The TCPA restricts autodialed calls and texts without proper prior consent.

What is the primary purpose of a stakeholder analysis before launching a major process change?

Answer: To identify who is affected, their influence, and how to engage them

Stakeholder analysis maps affected parties and guides communication and engagement strategy.

The PDCA cycle used for continuous improvement stands for:

Answer: Plan, Do, Check, Act

PDCA (Deming cycle) is Plan, Do, Check, Act for iterative improvement.

After a new automated payment-scheduling system goes live, client complaints spike. What is the best change management response?

Answer: Analyze complaint root causes, fix issues, and communicate updates to clients and staff

Root-cause analysis and transparent communication help correct problems and rebuild trust.