This question presents you with a situation involving the installation of new, order entry technology to replace a manual order system. It is expected to contribute a 30% improvement to productivity, which is measured in order volumes per person. You will now have performance results to help you in your assessment Situation: The new technology has been installed. All of the employees have attended the initial training, which occurred just before the system cut. For each of the following scenarios, identify the most likely stage of the Normalization process. Scenario 1: Employees have been using the system now for 2 weeks. The following are the leader's general observations about the group and their performance results over the last week. What likely stage is the workgroup in? Observations: - The employees are asking fewer questions about how to use the basic system - There is more laughter and social conversation during breaks. - Meetings are focused on how to get more efficient at using the system functions and on learning from mistakes.. Frustration has been expressed about the lack of training for the more complex orders. Results and Compliance - The average order volume for the team has improved by 20% Manual processes are still being used 20% of the time, despite the fact that the system is capable. Error rates are holding at 8% - Customer complaints about errors have gone up by 3%. Choose.. Scenario 2: Anna completed the systems training with excellent results. She is technically competent and has complained often about the unnecessary requirement to use manual processes. The following are the leader's general observations about her and her performance results over the last week. What likely stage is the employee in? Observations: Anna's colleagues are coming to her with questions about the system. She has become the office subject matter expert. On her own, Anna researched and mastered the order entry processes for the more complex orders. Choose... Results and Compliance Anna has the highest average order volumes in the office. Her error rate is less than 1% Scenario 3: Liza has been the unofficial office mentor for many years. She has 20+ years of experience taking and fulfilling orders. The following are the leader's general observations about her and her performance results over the last week. What likely stage is the employee in? Observations: Liza has been uncommonly withdrawn this week. Unlike before, she does not participate in informal social occasions and has stayed focused on her work at her desk. At the last group meeting, she fought tears when question and answer sessions were held about the technology. She has asked to attend a refresher of the training and stays after work every night without claiming overtime pay. Choose.... Results and Compliance Liza's order volumes have increased by less than 10%. She has signed into the system every day. Her error rate is higher than average. Scenario 4: Fred has been in this department for 10 years. He has had many commendations from customers about his excellent service. The following are the leader's general observations about him and his performance results over the last week. What likely stage is the employee in? Observations: Fred has not participated in any of the group meetings, after the first meeting to announce the change. He left that meeting abruptly, and later in the day, he left work early without advising you. When you questioned him the following day, he claimed he was angry about the change because it would limit his connections with the customers. Fred completed training. He did not pass the proficiency tests. He does not engaged with his co-workers. You have heard unofficially that he has been submitting numerous applications for other job opportunities. Choose... Results and Compliance Fred's order volumes have dropped by 20%. He has signed into the new system less than 3 times in the last two weeks. Scenario 5: Your team was called into a face to face session to announce another upcoming change. This time it is to the billing system. As a result of the order entry system changes, it has been determined that the company will now be shifting away from paper bills to online billing. This will require systems training and customer service training. What stage is your workgroup in? Observations: Fred did not show up for the meeting. Lisa pushed her chair back and crossed her arms. She had tears in her eyes. Anna nodded and took notes. The rest of the workgroup were quiet. Choose... Choose... Choose... Internalization Reconciliation Normalization Mobilization Transition Rationalization