Innovation & Change Management Flashcards
7 cards from real Professional Pet Boarding Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Innovation & Change Management flashcards as text
In Kotter's change model, what is typically the first step?
Answer: Create a sense of urgency
Kotter begins by creating urgency so people see why change is needed now.
A boarding facility celebrates that the first month of online check-in cut lobby wait times by half. In change management terms, this is an example of what?
Answer: A short-term win that builds momentum
Publicizing early, visible successes reinforces support for the broader change.
Staff are overwhelmed after three new procedures were launched in the same month. What problem is this?
Answer: Change fatigue
Too many simultaneous changes exhaust staff and reduce adoption of each one.
Which is the best way to prioritize several possible innovations with a limited budget?
Answer: Rank options by impact on pet safety, customer value, and cost
Weighing safety, customer value, and cost ensures resources go to changes that matter most.
A new contactless drop-off procedure is introduced. What documentation step helps make the change stick?
Answer: Update the written SOP manual and training checklist
Updating SOPs and training materials embeds the change so new and existing staff follow it consistently.
What does a Plan-Do-Check-Act (PDCA) cycle help a boarding manager do?
Answer: Test improvements in small cycles and adjust based on results
PDCA is an iterative method for testing a change, reviewing results, and refining it.
A facility wants to introduce enrichment playgroups for dogs. Which risk should be addressed before launch?
Answer: Temperament screening and vaccination checks to prevent fights and disease spread
Group play introduces bite and disease risks that must be controlled through screening and vaccine verification.
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