Change Management Flashcards
7 cards from real CQIA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Change Management flashcards as text
Which of the following best describes 'change fatigue' in an organization undergoing multiple quality initiatives?
Answer: Reduced employee capacity to absorb and adapt to continuous changes
Change fatigue occurs when employees are overloaded with too many changes simultaneously, leading to disengagement and declining performance.
When prioritizing which stakeholders to engage first in a quality improvement change, a change manager should focus on those who:
Answer: Have the highest influence and highest interest in the outcome
A stakeholder analysis matrix prioritizes those with high influence and high interest because they most directly affect and are affected by the change.
Which action best demonstrates 'anchoring change in culture,' the final step of Kotter's model?
Answer: Tying new behaviors to hiring, promotion, and performance criteria
Anchoring change in culture means embedding new behaviors into organizational systems like hiring, promotions, and performance reviews so they become 'the way we do things here.'
A manager responds to an employee's concern about a new quality system by saying, 'Your input helped shape this process.' This is an example of:
Answer: Acknowledgment that builds engagement and reduces resistance
Acknowledging employee contributions validates their input and builds psychological ownership of the change, reducing resistance.
A 'pilot program' is recommended in change management primarily because it:
Answer: Allows testing and refinement on a small scale before full rollout
A pilot tests the change in a controlled environment, revealing issues and enabling adjustments before organization-wide deployment.
During the 'unfreezing' phase of Lewin's Change Model, the primary goal is to:
Answer: Create motivation by challenging the current state
Unfreezing disrupts complacency by highlighting problems with the status quo and creating a felt need for change.
Which metric would BEST indicate that a change management effort for a new quality process is succeeding?
Answer: Sustained improvement in defect rates six months post-implementation
Sustained improvement in quality metrics after rollout shows that the change has been effectively adopted and is producing intended results.