List six (or more) characteristics of an adaptive culture, according to Kotter and Heskett (1992). What did they learn about adaptive organizations that make being adaptive desirable?
What will be an ideal response?
1. Willingness to make changes in culturally ingrained behaviors. 2. Emphasis on identifying problems before they occur and rapidly implementing workable solutions. 3. Focus on innovation. 4. Shared feelings of confidence about managing problems and opportunities. 5. Emphasis on trust. 6. Willingness to take risks. 7. Spirit of enthusiasm. 8. Candor. 9. Internal flexibility in response to external demands. 10. Consistency in word and action. 11. Long-term focus. Kotter and Heskett’s research revealed that adaptive organizations had the highest performance and ability to make changes when needed.
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________ is the primary means that many customer service professionals use to determine current needs of their customers.
A. Surveying B. Listening C. Statistical analysis D. Hearing
What percentage of the 2012 Mercedes S-class is recyclable?
A) 25% B) 50% C) 75% D) 95% E) 100%
What information is usually provided on a resource-usage calendar?
A) The tasks, the precedence requirements, and the money per unit time needed to reduce them. B) The personnel, their hourly wage or salary, and the number of hours per week they are available. C) The personnel, their responsibility for certain tasks, and the number of hours per week they are available. D) The tasks, the people and equipment available, and the ownership and reporting relationships among them.
The factors that increase normative commitment include
A. salary and other monetary benefits. B. a sense that the organization has invested in the employee. C. organizational culture. D. availability of employment opportunities. E. links to the local community.