Question

mr. henshaw, ceo of mba bank, decides that the organization needs to provide more convenient service to customers. he decides to increase the bank’s service hours from 8 hours a day, monday through friday, to 12 hours a day, plus 8 hours a day each weekend day. he has his assistant compile a report that gives data on how the number of open hours of many banks is correlated with their customers’ satisfaction and presents the data to his executive committee. what stage of lewin’s change process is mr. henshaw operating in?

○ refreezing

○ unfreezing

○ resistance

○ reinforcement

○ freezing

question 6
1.4 pts

the ______ includes inputs, strategic plans, target elements of change, and outputs. it is a very practical approach that can diagnose what to change and how to evaluate the success of a change effort.

○ organizational structure plan

○ systems model of change

○ organizational arrangement

○ three - stage model of planned change

○ social factors method

Explanation:

First Question (Lewin's Change Process)

Lewin's change process has three stages: unfreezing (preparing for change, creating awareness of need for change), changing (implementing change), and refreezing (solidifying change). Mr. Henshaw is presenting data to justify the need for changing service hours, which is part of creating awareness (unfreezing) to move from the current state. "Refreezing" is solidifying change, "resistance" is not a Lewin stage, "reinforcement" and "freezing" are not Lewin's stages.

The systems model of change views change as a system with inputs (current state, resources), strategic plans (how to change), target elements (what to change), and outputs (results of change). It's practical for diagnosing change needs and evaluation. "Organizational structure plan" focuses on structure, "organizational arrangement" is broader, "three - stage model of planned change" (Lewin's) is about stages not inputs/outputs, "social factors method" is about social aspects.

Answer:

B. unfreezing (assuming the options are labeled with letters, but since original options don't have letters, the correct option is "unfreezing")

Question 6