The Practice (Scenario)Kelly Rae works at an ophthalmology office ...

[geoffrey]

The Practice (Scenario)
Kelly Rae works at an ophthalmology office where she has been employed as a technician for approximately one year. Due to a recent retirement, Kelly has been promoted to the position of clinic coordinator, where she is responsible for supervising and training other technicians, overseeing the doctors' schedules, and coordinating activities between the scheduling desk, the technicians, the insurance office, and the optical shop. Upon her promotion she was given a mandate by the doctors to "clean house" in an effort to make fundamental changes to enhance productivity.


If Kelly decided to enhance productivity by giving greater authority to other technicians and increasing formalization, she would be addressing which category of change?
◦ structure
◦ culture
◦ people
◦ technology
◦ process

[Tonyam972]

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[burchfield96]

The Practice (Scenario)
Kelly Rae works at an ophthalmology office where she has been employed as a technician for approximately one year. Due to a recent retirement, Kelly has been promoted to the position of clinic coordinator, where she is responsible for supervising and training other technicians, overseeing the doctors' schedules, and coordinating activities between the scheduling desk, the technicians, the insurance office, and the optical shop. Upon her promotion she was given a mandate by the doctors to "clean house" in an effort to make fundamental changes to enhance productivity.


Kelly's office has two doctors with very different work habits. Each has their own team of technicians who are used to the doctor's preferences and are comfortable with their routines; they basically do the same thing every day. When Kelly suggested that they train all of the technicians to work with both doctors, the result was significant resistance. The technicians were concerned that they would no longer be able to perform their usual daily tasks. The primary source of their resistance was ________.
◦ increased ambiguity
◦ loss of status and authority
◦ forced change of habit
◦ concern over personal loss
◦ the belief that Kelly's changes would harm the organization

[swimkari]

forced change of habit

[wrbasek0]

The Practice (Scenario)
Kelly Rae works at an ophthalmology office where she has been employed as a technician for approximately one year. Due to a recent retirement, Kelly has been promoted to the position of clinic coordinator, where she is responsible for supervising and training other technicians, overseeing the doctors' schedules, and coordinating activities between the scheduling desk, the technicians, the insurance office, and the optical shop. Upon her promotion she was given a mandate by the doctors to "clean house" in an effort to make fundamental changes to enhance productivity.


A technician named Shelly was particularly concerned about the changes. She had spent a number of years befriending a particular doctor and had earned special privileges, such as taking extended lunches with her husband, because of it. Shelly's resistance to change came from her ________.
◦ fear that she would be forced out of her habit
◦ belief that Kelly's changes would harm the organization
◦ belief that uncertainty would increase
◦ concern about increased ambiguity
◦ concern over personal loss

[bassamabas]

concern over personal loss

[809779]

The Practice (Scenario)
Kelly Rae works at an ophthalmology office where she has been employed as a technician for approximately one year. Due to a recent retirement, Kelly has been promoted to the position of clinic coordinator, where she is responsible for supervising and training other technicians, overseeing the doctors' schedules, and coordinating activities between the scheduling desk, the technicians, the insurance office, and the optical shop. Upon her promotion she was given a mandate by the doctors to "clean house" in an effort to make fundamental changes to enhance productivity.


In an effort to change the attitudes, perceptions, and stereotypes that each group of technicians holds about each other, Kelly decides to use the popular OD technique of ________.
◦ team building
◦ process consultation
◦ sensitivity training
◦ survey feedback
◦ intergroup development

[peilian]

intergroup development