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
An employee openly challenges a new quality procedure in a team meeting, arguing it will slow production. According to change management best practice, the team leader should:
Answer: Publicly investigate and address the concern transparently
Openly addressing resistance demonstrates respect for employee input and can convert resistors into supporters when concerns are handled constructively.
In a stakeholder map, 'low influence, high interest' stakeholders should primarily be:
Answer: Kept informed through regular communication
Low-influence, high-interest stakeholders are most concerned about the outcome; keeping them well-informed maintains their goodwill and prevents escalation.
A quality improvement project sponsor's most important role during organizational change is to:
Answer: Provide visible, active leadership support and remove barriers
Sponsors are most effective when they visibly champion the change and use their authority to address obstacles that the team cannot resolve on its own.
Which of the following is an example of a 'restraining force' in Lewin's Force Field Analysis applied to a quality improvement initiative?
Answer: Fear of job loss due to process automation
Fear of job loss is a restraining force because it inhibits employees from embracing change, even when the change is beneficial.
The 'desire' component of the ADKAR model refers to:
Answer: Personal motivation to support and participate in the change
Desire is the internal motivation an individual must have to engage with and support the change, beyond merely understanding its rationale.
A quality team completes a process improvement but does not update the standard operating procedures. The most likely consequence is:
Answer: Regression to the old process over time
Without updated SOPs, employees have no authoritative reference for the new process, leading to drift back to familiar old habits.
Which scenario best illustrates 'creating short-term wins' in Kotter's change model?
Answer: Celebrating a measurable improvement achieved within the first 90 days
Short-term wins provide evidence that the effort is working, build momentum, and sustain motivation among stakeholders.