HSA 358: Final Exam Questions With
Solutions Graded A+.
Organizational change - Answer a modification in purpose (mission), structure, activities/tasks
or processes for an HSO
Processes - Answer sets of related tasks necessary for the completion of work or the delivery
of care
Dimensions of Change - Answer 1. Scope (areas of organization affected)
2. Urgency (time dependency of change)
3. Depth (complexity of the change)
Scope - Answer Narrow- only affects one area
- ex. adding a new data element on the admission form
Broad- affects several areas
- ex. changing the admissions process that affects and involves business office, housekeeping,
admissions, nursing
Urgency - Answer Planned- manager has adequate time to evaluate options, determine
strategy, and implement
- ex. wants to develop new way to evaluate staff
Unplanned- unexpected, but required, demanding immediate action
- ex. Joint Commission completes their survey, and comes up with list of conditions that we
have to respond to
Depth - Answer Specific- incremental
- ex. changing the way that we provide care
Transformational- affects the whole organization
,Tasks = change in job design
People = training of personnel
Structures = redesign of reporting relationships
Process = alter steps in a work process
Key Principles of Change - Answer ~ Change MUST be managed (Structured approach)
~ Deals with the recognized need to change/solve a problem
- improve org performance
- respond to external pressures
~ Managers must deal with both resistance and support for change
Process of Managing Change - Answer 1. Identification of need for change
2. Implementation Planning
3. Implementation (Lewin's Model)
4. Evaluation and Feedback
1. Identification of need for change - Answer Recognize need
- Controlling function/reviewing performance indicators
- QA, CQI, Lean, Fishbone analysis
- Observation/rounding
- Others?(external factor/employee suggestion programs)
Identify specific change required to address need
Fishbone analysis - Answer known as "Ishikawa technique"
Cause and effect analysis: seek ROOT CAUSE of problem
2. Implementation Planning - Answer Situational-diagnosis
- evaluation of resources/ constraints/ resistance
, 3. Implementation (Lewin's Model- 3 sub steps) - Answer 1. Unfreezing- status quo is
disrupted
- making people aware of the impending change
- reducing resistance to change
- Increasing support for change
2. Change -actual change is made
- insert different concepts/ideas, practices or physical things into the organization
- COMMUNICATE the change
3. Re-Freezing - manager refreezes the situation with the change in place
- restabilizing (normalize) the organizational situation
- change is incorporated into the routine and day-to-day practices of the organization
- reinforcing the change by communication
4. Evaluation and Feedback - Answer What does the data say?
Evaluated the degree to which the change was successful
- hope change is sustained
Monitor long-term impact of change
Provide feedback to staff and management
- Positive?
(reinforce their efforts and contributions
- Negative?
(still must express to employees whats going on)
Managerial skills in managing change - Answer - Embrace change/ be a change agent
- Use a change management process
- Expect support and resistance to change, and manage both
- See change as necessary for HSOs to be innovative, competitive, and successful
Top Sources of Satisfaction - Answer 1. Being a productive member of the team
Solutions Graded A+.
Organizational change - Answer a modification in purpose (mission), structure, activities/tasks
or processes for an HSO
Processes - Answer sets of related tasks necessary for the completion of work or the delivery
of care
Dimensions of Change - Answer 1. Scope (areas of organization affected)
2. Urgency (time dependency of change)
3. Depth (complexity of the change)
Scope - Answer Narrow- only affects one area
- ex. adding a new data element on the admission form
Broad- affects several areas
- ex. changing the admissions process that affects and involves business office, housekeeping,
admissions, nursing
Urgency - Answer Planned- manager has adequate time to evaluate options, determine
strategy, and implement
- ex. wants to develop new way to evaluate staff
Unplanned- unexpected, but required, demanding immediate action
- ex. Joint Commission completes their survey, and comes up with list of conditions that we
have to respond to
Depth - Answer Specific- incremental
- ex. changing the way that we provide care
Transformational- affects the whole organization
,Tasks = change in job design
People = training of personnel
Structures = redesign of reporting relationships
Process = alter steps in a work process
Key Principles of Change - Answer ~ Change MUST be managed (Structured approach)
~ Deals with the recognized need to change/solve a problem
- improve org performance
- respond to external pressures
~ Managers must deal with both resistance and support for change
Process of Managing Change - Answer 1. Identification of need for change
2. Implementation Planning
3. Implementation (Lewin's Model)
4. Evaluation and Feedback
1. Identification of need for change - Answer Recognize need
- Controlling function/reviewing performance indicators
- QA, CQI, Lean, Fishbone analysis
- Observation/rounding
- Others?(external factor/employee suggestion programs)
Identify specific change required to address need
Fishbone analysis - Answer known as "Ishikawa technique"
Cause and effect analysis: seek ROOT CAUSE of problem
2. Implementation Planning - Answer Situational-diagnosis
- evaluation of resources/ constraints/ resistance
, 3. Implementation (Lewin's Model- 3 sub steps) - Answer 1. Unfreezing- status quo is
disrupted
- making people aware of the impending change
- reducing resistance to change
- Increasing support for change
2. Change -actual change is made
- insert different concepts/ideas, practices or physical things into the organization
- COMMUNICATE the change
3. Re-Freezing - manager refreezes the situation with the change in place
- restabilizing (normalize) the organizational situation
- change is incorporated into the routine and day-to-day practices of the organization
- reinforcing the change by communication
4. Evaluation and Feedback - Answer What does the data say?
Evaluated the degree to which the change was successful
- hope change is sustained
Monitor long-term impact of change
Provide feedback to staff and management
- Positive?
(reinforce their efforts and contributions
- Negative?
(still must express to employees whats going on)
Managerial skills in managing change - Answer - Embrace change/ be a change agent
- Use a change management process
- Expect support and resistance to change, and manage both
- See change as necessary for HSOs to be innovative, competitive, and successful
Top Sources of Satisfaction - Answer 1. Being a productive member of the team
