Answer to Question 1
Employees may resist the changes required. Managers can use several strategies to overcome resistance to change. First, the process will be easier if the manager has involved employees and explained why changes are necessary. Also, change is easier if situations have historically been better after changes than before.
A continuous quality improvement (CQI) initiative can drive the culture in which change is implemented. Employees will know that regardless of how small a change might be, the operation can better meet its mission and goals. Several basic procedures can be used to implement rollouts of new or revised policies, procedures, and menu items. This process involves identifying rollout changes, planning rollout details, considering staff training if necessary, and implementing the rollout. Then, rollout data must be collected and evaluated, and the rollout may need adjustments depending on how well its objectives were attained. A final step is recording the rollout results.
Answer to Question 2
B
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