M.S.

RAMAIAH INSTITUTE OF TECHNOLOGY (BANGALORE) (Autonomous Institute, Affiliated to VTU) SCHEME OF EVALUATION FOR JULY 2010 PG EXAMINATION

Subject: CHANGE AND KNOWLEDGE MANAGEMENT Course: MBA

Q.No

Code: MBA-28 Sem: II

Marks

a) Define personal change? Personal change means improvement in an individuals life. Personal change is s process of movement of an individual from current undesirable level to a desirable level of behavior to improve the organizational & individual effectiveness & efficiency. 3 Here the main focus is to improve an individuals life through personal change. The aim of personal change is to tap the unlimited potential available in an individual. Personal change is possible by oneself or by seeking the help of professionals or well wishers. ( any standard definition carries 3 Marks) b) What is cross cultural training? Describe the various cross cultural training methods? The term "cross cultural training" refers to a variety of different training courses. Each in essence aims to develop awareness between people where a common cultural framework does not exist.

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Cross cultural awareness training deals with the manifestations of culture in the workplace and has many applications. Its main purpose 7 is to evaluate and constructively tackle the challenges cross cultural differences can bring to the workplace. Cross Cultural Team Building Training will aim to raise team members' awareness of each other culturally in order to foster mutual trust, respect and understanding. The result of which will be clearer lines of communication. Cross Cultural Management Training aims to equip management staff with the knowledge and skills to effectively supervise a multi-cultural staff. Cross cultural awareness training results in a more convivial and understanding work environment. Cross Cultural Negotiation Training assists negotiators involved with foreign clients or customers with whom they are discussing possible terms and conditions. Cultural Diversity Training offers HR staff support in helping them understand their responsibilities to ethnic minority staff and/or look at ways of nurturing harmonious inter-personal relationships at work. Culture Specific Training is generally aimed at individuals or teams that regularly visit a foreign country or who frequently interact with overseas clients or colleagues. Such training usually focuses on areas such as values, morals, ethics, business practices, and etiquette, protocol or negotiation styles with reference to one country. This better equips participants with the key skills that will help in building successful business relationships. ( definition 3 marks and any 4 methods carry 4marks. 3+4=7) c) Discuss the various managerial options for implementing change. Which option according to you is the best? Substantiate.

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I Top Down Approach II Laissez Faire Approach III Collaborative Approach (At least with 5 valid reasons the best option should be justified) ( approaches 5 marks and 5 points to justify 5marks) 2 A) What do you understand by intra role conflict? Since an individual teams to develop expectations as a result of his socializing and identification with significant others. it is quite likely that he sees a certain incompatibility between the different expectations of his role. This may lead to role shrinkage. Here the role occupant should think in terms of role linkage by using creativity. ( any standard definition carries 3 Marks) b) Explain various stages in personal change process. Why is personal change required? 1. Discovery and learning. 2. Clearing or coming clean. 3. Programming or choice & commitment. 4. Processing or community. Personal change required for both individual and organizational development. Personal change is required to analyze oneself with various Elements of Personal Change 1. 2. 3. 4. Self Analysis Self Awareness Self Esteem Self Efficacy

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(4+3=7) c) What are the problems generally encountered by managers when change is carried out in organizations? How can it be overcome? Discuss. Reasons for resistance to change: individual Resistance, Organizational Resistance, Group Resistance. strategies for overcoming resistance to change - Education and communication - Participation involvement - Facilitation support - Negotiation agreement - Manipulation co-operation -Explicit and implicit coercion ( reasons 5 marks and strategies 5marks. 5+5=10) 3 A) What is an intervention? Interventions are set of structured activities in which selected organizational units (target groups or individuals0 engage in task or a 3 sequence of tasks with the goals of organizational improvement and individual development. Interventions constitute the action thrust of organizational development. ( any standard definition carries 3 Marks) b) How is organizational culture created and maintained? Explain. 1. Founders of an organization. 2. Leaders. 3. Employees. 4. Organization structure. 5. Stories 6. Rituals. 7. Material symbols. Culture maintained through: 1. be a visible role model. 2. 7 10

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Communicate ethical expectations. 3. Visibly reward ethical; acts and punish unethical ones. 4. Provide protective mechanism. ( at least 7 points should be explained in detail carries 7 marks) c) What are learning organizations? Discuss the process and practices which characterize learning organizations as per peter Senge. Learning organizations are not just simply the most fashionable or current management trend. They can provide work environments that are open to creative thought. According to peter senge leaning organization is where people continually expand their capacity to create the results they truly desire, continually learning to see the whole together. 1.system thinking 2. Personal mastery. 3. mental models. 4.bulding shared vision 5. team learning ( definitions 3marks and characteristics 7 marks. 3+4=10) 4 a) What do you mean by self awareness? Self awareness can be defined as the ability to perceive ones own existence, including ones own traits, feelings, and behaviors. it is a personal understanding of the very core of ones own identity. It is the basis for many other human traits such as accountability and consciousness. (any standard definition carries 3 Marks) b) Explain Kurt lewins three step model of change? LEWINS CHANGE MODEL 10

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 Kurt Lewin in the year 1975 developed it. According to him, change underlies the modification of those forces that keeps a system behavior stable. Unfreezing Involves reducing forces to maintain organization behavior at current level. Purpose is to heighten the awareness of employees about current discrepancies in behavior, system organizational climate etc., 2. Moving Refers to shift in the behavior of an organization to a new level resulting in new behavior values, attitudes, structure, process etc., Solutions to problems identified previous. 3. Refreezing Stage where organization stabilizes, achieves a new set of equilibrium & preferred behavior. Accomplished through use of support mechanisms as culture, norms, policies structures, systems. OR Unfreezing stage Creating motivation & readjust to change through. First a man should believe that cigarette is bad for him and that he should stop smoking.

Unfreezing stage involves disc confirmation creates pain and discomfort Which causes creation of guilt and anxiety, which motivates
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the person to change? Develop psychological safety in order to replace the old behaviour with new behavior. Moving stage Changing through cognitive restructuring. Helping the clients to see things, judge things feel things and reach to things differently based on new points of view obtained through 1. Identifying with a new role model, mentor etc 2. Scanning the environment for new relevant information. Refreezing Integrates the new behavior into the persons personality and attitudes (i.e.) stabilizing the change requires testing them to fit with the individual and fit with the individuals social surrounding. ( each step carries 2 marks 2X2=6. introduction 1mark. 6+1=7) c) Discuss the various aspects of Role efficacy? 1. Dimension : Role making:- pro-activity, creativity, confrontation, 2. Dimension: Role centering: - centrality, influence, personal growth. 3. Dimension:- Role Linking :-n inter-role linkage, helping relationship, super ordination ( each step carries 3marks and introduction 1mark. 9+1=10) 5 a) Define self efficacy? it is persons perception of their ability to reach a goal or person belief that he/she has ability, motivation & resources to complete the task successfully it reflects how confident an individual are about performing specific task. Following factors affecting self efficacy:

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(any standard definition carries 3 Marks) b) What are the factors that influence ones self esteem? Discuss the steps one should take to improve self esteem. Self esteem is defined as a persons self image at an emotional 7 level or individual sense of his/her value or worth or the extent to which a person values, appreciates or likes him/herself Ex: when we were growing up ones success/failures & how we were treated by the members of ones immediate family by ones teachers, coaches, and religious authorities all contributed to the creation of basic self esteem. like childhood experience that include being priced, being listened, being spoken to respectfully leads to healthy self esteem at the same time being ignored, teased experience of failures, being harshly criticized lead to low self esteem.(3marks) Ones teachers, coaches, religious authorities, and ones peers all influence on self esteem. Steps to overcome: step1:- Rebut the inner critic. Step2. practicing self Nurturing. Step3. - get help from others. (3marks, introduction 1mark.) c) What re the components that determine ones creativity? Discuss the various organizational constraints to creativity? Components of creativity: - 1. Expertise. 2. Creative Thinking, 3. Intrinsic Task.
1.

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Conformity and risk aversion. 2. Culture dictating behavior. 3. a sense of inappropriate behavior. 4. Negatively assessing own ideas. 5. Rejection of ideas without adequate valuation processes. 6. Competition inhibiting behavior.7. Fear of being perceived as being unintelligent. 8. Problems of an illusion of difficulty. 9. Waiting for inspiration. 10. Lack of tangible progression of good ideas.

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OR
1.

Fear of Criticism. 2. Fear of Making Mistakes. 3. Too Much Clutter. 4. Low Self Confidence.5. Not Enough Time To Relax. 6. Inadequate Sleep. 7. Lack of Priority.8. Stubbornness. 9. Poverty Thinking. 10. Inappropriate Comparisons.

( components 5marks and constraints 5marks) Section B 1. a) Distinguish between Data, information, and knowledge. Data, information and knowledge are closely interconnected lies at the lowest layer in the knowledge chain and acts as raw materials for the knowledge process. Data refers to the unformatted, unstructured material freely available around us which but itself doesnt provide any meaning. Data +context = information. Information = interpreted Data. Knowledge = interpreted information. Knowledge is the full of utilization of data, coupled with the potential of people skills, ideas, commitments, and motivations. 3

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b) What is knowledge audit? What is its purpose and how is it done? Its an investigation in to an organizations knowledge health a typical audit look at what are the organizational knowledge needs, what gap exist in its knowledge, how does knowledge flows around the organization. It is a systemic and scientific examination of knowledge environment and knowledge health of an organization 1. Identifying the knowledge needs. 2. Drawing up a knowledge inventory. 3. Examine knowledge flows. c) Compare the developmental life cycles of a conventional information system and KM system life cycle. What are the key similarities and differences? 1. The systems analyst deals with data and information obtained from the user. (CIS). The knowledge developer deals with knowledge captured from people with known knowledge in the firm. 10 7

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( KMSLS) 2. There is no comparable expert in a CIS. 3. CIS is primarily sequential. But KMSLC is incremental and interactive. 4. Under CIS testing occurs toward the end of the cycle. After the system has been built. But under KMSLC knowledge developer tests the evolving system from the beginning of the cycle. 5. CLS is process driven. And documentation oriented. KMSLC is result oriented. Key similarities:
1. 2. 3. 4.

Both cycles begin with a problem and end with a solution. Both the life cycle initially requires knowledge capture. Verification and validation of the KM is same. Both the knowledge developer and the system analyst need to choose the appropriate tools, for designing, their respective system.

( differences 5 marks and similarities 5marks) 7. A) Who is a knowledge worker? Knowledge worker is someone who uses IT in conducting day today business and that has direct impact on the efficiency and productivity of the job. . A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge. For example, a knowledge 3 worker might be someone who works at any of the tasks of planning, acquiring, searching, analyzing, organizing, storing, programming, distributing, marketing, or otherwise contributing to the transformation and commerce of information and those (often the same people) who work at using the knowledge so produced. A term
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first used by Peter Drucker in his 1959 book, Landmarks of Tomorrow, the knowledge worker includes those in the information technology fields, such as programmers, systems analysts, technical writers, academic professionals, researchers, and so forth. The term is also frequently used to include people outside of information technology, such as lawyers, teachers, scientists of all kinds, and also students of all kinds (any standard definition carries 3 Marks) b)Explain Nonakas model of knowledge creation and transformation.

Tacit to tacit communication (socialization). Experience among people in face-to-face meetings Tacit to explicit communication (externalization). Articulation among people through dialog Explicit to explicit communication (communication). Best supported by technology Explicit to tacit communication (internalization). Taking explicit knowledge and deducing new ideas 7

c) Describe the steps involved in the implementation of knowledge management in organizations? 1. awaking phase(pre-implementation ) 2. actionable phase(design and development)
3.

infrastructural phase(deployment)

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4. maintenance and measurement phase ( each steps carries 2marks . 4X2=8, introduction 2marks. 8+2=10)

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8.

1. CASE STUDY:

1. Critical evaluation of the process of transforming tacit knowledge to explicit knowledge should be presented along with case facts and assumptions.

2.

At least 5 valid points should support the transformation of HP from consulting firm into a knowledge based company.

3.

Main issues involved in Hp with regard to knowledge creation & process with the initiative of a leader. And it should be justified how it became a part of corporate knowledge culture.

( 6+6+8=20)

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