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MGT 404 SEU Ukranian Energy Company Performance Improvement Questions.docx
1. (Mt) – MGT 404 SEU Ukranian Energy Company Performance
Improvement Questions
College of Administrative and Financial Sciences Assignment 1 Deadline: 19/10/2019 @
23:59 Course Name: Student’s Name: Course Code: Student’s ID Number: Semester: I CRN:
Academic Year: 1440/1441 H For Instructor’s Use only Instructor’s Name: Students’ Grade:
Marks Obtained/Out of Level of Marks: High/Middle/Low Instructions – PLEASE READ
THEM CAREFULLY • The Assignment must be submitted on Blackboard (WORD format
only) via allocated folder. • Assignments submitted through email will not be accepted. •
Students are advised to make their work clear and well presented, marks may be reduced
for poor presentation. This includes filling your information on the cover page. • Students
must mention question number clearly in their answer. • Late submission will NOT be
accepted. • Avoid plagiarism, the work should be in your own words, copying from students
or other resources without proper referencing will result in ZERO marks. No exceptions. •
All answered must be typed using Times New Roman (size 12, double-spaced) font. No
pictures containing text will be accepted and will be considered plagiarism). • Submissions
without this cover page will NOT be accepted. Department of Business Administration
Organization Design and Development- MGT 404 Assignment 1 Marks: 5 Course Learning
Outcomes: 1. Analyze the strategic role of change in the organization and its impact on
organizational performance (Lo 2.9) 2. Identify and apply the basic steps of the
organizational development process (Lo 2.5) 3. Define the human, structural and strategic
dimensions of the organizational development (Lo 1.5 & 3.1) Assignment – 1 Assignment
Instructions: approach 1: 1. Login to Saudi Digital Library (SDL). 2. Click on “Open Access”
The search engine page will open 3. In search engine of SDL write the following title as
keyword and click search button. “Organizational development as a modern management
tool for transformation of the company (case of Ukrainian energy company)” 4. Open the
research article, read it thoroughly and answer the assignment questions. 5. Besides this
research paper use other relevant material also to support your answers. Assignment
Instructions: approach 2: 1. Copy and paste the following link in your internet browser.
https://www,doaj.org 2. The link will take you to website of Directory of open access
journals 3. Copy the following title and paste it in “Search engine of DOAJ website”
“Organizational development as a modern management tool for transformation of the
company (case of Ukrainian energy company)” 4. The search results will show you the
above research article. Open the research paper and click on “Full text” Written near
3. CHAPTER 19 Managing Workforce Diversity and Wellness 473 23 CHAPTER 4 Entering and
Contracting 75 CHAPTER 5 Diagnosing Organizations 87 CHAPTER 6 Diagnosing Groups
and Jobs 107 PART 6 Strategic Change Interventions 504 CHAPTER 20 Transformational
Change 505 CHAPTER 7 Collecting and Analyzing Diagnostic Information 121 CHAPTER 21
Continuous Change 535 CHAPTER 8 Feeding Back Diagnostic Information 139 CHAPTER 22
Transorganizational Change 561 CHAPTER 9 Designing Interventions 151 CHAPTER 10
Leading and Managing Change 163 CHAPTER 11 Evaluating and Institutionalizing
Organization Development Interventions 189 PART 3 Human Process Interventions 252
CHAPTER 12 Interpersonal and Group Process Approaches 253 CHAPTER 13 Organization
Process Approaches 276 PART 4 Technostructural Interventions iv xv 314 PART 7 Special
Applications of Organization Development CHAPTER 23 Organization Development in
Global Settings 613 614 CHAPTER 24 Organization Development in Nonindustrial Settings:
Health Care, School Systems, the Public Sector, and Family-Owned Businesses 651
CHAPTER 25 Future Directions in Organization Development 693 Glossary 746 Name Index
756 Subject Index 760 contents Preface xv CHAPTER 1 General Introduction to
Organization Development 1 Organization Development Defined 1 The Growth and
Relevance of Organization Development 4 A Short History of Organization Development
Laboratory Training Background Action Research and Survey Feedback Background
Normative Background Productivity and Quality-of-Work-Life Background Strategic Change
Background 6 6 8 9 11 12 Evolution in Organization Development 12 Overview of The Book
14 Summary 17 Notes 17 PART 1 Overview of OrganizationDevelopment CHAPTER 2 The
Nature of Planned Change 22 23 Theories of Planned Change Lewin’s Change Model Action
Research Model The Positive Model Comparisons of Change Models 23 23 24 27 29 General
Model of Planned Change Entering and Contracting Diagnosing Planning and Implementing
Change Evaluating and Institutionalizing Change 29 29 30 30 31 Different Types of Planned
Change Magnitude of Change 31 31 Application 2-1 Planned Change at the San Diego County
Regional Airport Authority Degree of Organization 32 35 Application 2-2 Planned Change in
an Underorganized System Domestic vs. International Settings 37 40 Critique of Planned
Change Conceptualization of Planned Change Practice of Planned Change 41 41 42
Summary 43 Notes 44 v vi Contents CHAPTER 3 The Organization Development
Practitioner 46 Who is the Organization Development Practitioner? 46 Competencies of an
Effective Organization Development Practitioner 48 The Professional Organization
Development Practitioner Role of Organization Development Professionals 53 53
Application 3-1 Personal Views of the Internal and External Consulting Positions Careers of
Organization Development Professionals 56 59 Professional Values 60 Professional Ethics
Ethical Guidelines Ethical Dilemmas 61 61 62 Application 3-2 Kindred Todd and the Ethics
of OD 65 Summary 66 Notes 67 Appendix 70 PART 2 The Process of Organization
Development CHAPTER 4 Entering and Contracting 74 75 Entering into an OD Relationship
Clarifying the Organizational Issue Determining the Relevant Client Selecting an OD
Practitioner 76 76 76 77 Developing a Contract Mutual Expectations 79 79 Application 4-1
Entering Alegent Health Time and Resources Ground Rules 80 81 81 Interpersonal Process
Issues in Entering and Contracting 81 Application 4-2 Contracting with Alegent Health 82
Summary 86 Notes 86 CHAPTER 5 Diagnosing Organizations 87 What is Diagnosis? 87 The
4. Need for Diagnostic Models 88 Open Systems Model Organizations as Open Systems
Diagnosing Organizational Systems 89 89 92 Organization-Level Diagnosis Organization
Environments and Inputs Design Components Outputs Alignment Analysis 94 94 96 99 99
99 Application 5-1 Steinway’s Strategic Orientation 100 Summary 105 Notes 105 vii
Contents CHAPTER 6 Diagnosing Groups and Jobs 107 Group-Level Diagnosis Inputs Design
Components Outputs Fits Analysis 107 107 108 109 110 110 Application 6-1 Top-
Management Team at Ortiv Glass Corporation 111 Individual-Level Diagnosis Inputs Design
Components Fits Analysis 113 113 114 115 115 Application 6-2 Job Design at Pepperdine
University 116 Summary 119 Notes 120 CHAPTER 7 Collecting and Analyzing Diagnostic
Information 121 The Diagnostic Relationship 121 Methods for Collecting Data
Questionnaires Interviews Observations Unobtrusive Measures 123 124 126 127 128
Sampling 129 Techniques for Analyzing Data Qualitative Tools 130 130 Application 7-1
Collecting and Analyzing Diagnostic Data at Alegent Health Quantitative Tools 132 133
Summary 137 Notes 138 CHAPTER 8 Feeding Back Diagnostic Information Determining the
Content of the Feedback 139 139 Characteristics of the Feedback Process 141 Survey
Feedback What Are the Steps? 142 142 Application 8-1 Training OD Practitioners in Data
Feedback Survey Feedback and Organizational Dependencies 143 145 Application 8-2
Operations Review and Survey Feedback at Prudential Real Estate Affiliates Limitations of
Survey Feedback Results of Survey Feedback 146 147 148 Summary 149 Notes 149
CHAPTER 9 Designing Interventions 151 What are Effective Interventions? 151 How to
Design Effective Interventions Contingencies Related to the Change Situation Contingencies
Related to the Target of Change 152 152 154 viii Contents Overview of Interventions
Human Process Interventions 156 156 Summary 161 Notes 162 CHAPTER 10 Leading and
Managing Change 163 Overview of Change Activities 163 Motivating Change Creating
Readiness for Change Overcoming Resistance to Change 165 165 166 Application 10-1
Motivating Change in the Sexual Violence Prevention Unit of Minnesota’s Health
Department 168 Creating a Vision Describing the Core Ideology Constructing the
Envisioned Future 169 170 171 Developing Political Support 171 Application 10-2 Creating
a Vision at Premier Assessing Change Agent Power Identifying Key Stakeholders Influencing
Stakeholders 172 174 175 175 Managing the Transition 176 Application 10-3 Developing
Political Support for the Strategic Planning Project in the Sexual Violence Prevention Unit
Activity Planning Commitment Planning Change-Management Structures Learning
Processes 177 178 179 179 179 Sustaining Momentum 180 Application 10-4 Transition
Management in the HP–Compaq Acquisition Providing Resources for Change Building a
Support System for Change Agents Developing New Competencies and Skills Reinforcing
New Behaviors Staying the Course 181 182 183 183 183 184 Summary 184 Notes 185
Application 10-5 Sustaining Transformational Change at the Veterans Health
Administration 187 CHAPTER 11 Evaluating and Institutionalizing Organization
Development Interventions 189 Evaluating Organization Development Interventions
Implementation and Evaluation Feedback Measurement Research Design 189 189 192 197
Institutionalizing Organizational Changes Institutionalization Framework 200 200
Application 11-1 Evaluating Change at Alegent Health Organization Characteristics
Intervention Characteristics Institutionalization Processes Indicators of Institutionalization
5. 201 203 204 205 206 Application 11-2 Institutionalizing Structural Change at Hewlett-
Packard 208 Summary 210 ix Contents Notes 210 Selected Cases Kenworth Motors
Peppercorn Dining Sunflower Incorporated Initiating Change in the Manufacturing and
Distribution Division of PolyProd Evaluating the Change Agent Program at Siemens Nixdorf
(A) 212 212 217 239 241 247 PART 3 Human Process Interventions CHAPTER 12
Interpersonal and Group Process Approaches 252 253 Process Consultation Group Process
Basic Process Interventions Results of Process Consultation 253 254 255 257 Application
12-1 Process Consultation at Action Company 258 Third-Party Interventions An Episodic
Model of Conflict Facilitating the Conflict Resolution Process 259 260 261 Application 12-2
Conflict Management at Balt Healthcare Corporation 262 Team Building Team-Building
Activities Activities Relevant to One or More Individuals Activities Oriented to the Group’s
Operation and Behavior Activities Affecting the Group’s Relationship with the Rest of the
Organization 263 264 267 268 Application 12-3 Building the Executive Team at Caesars
Tahoe The Manager’s Role in Team Building The Results of Team Building 269 270 271
Summary 273 Notes 273 CHAPTER 13 Organization Process Approaches 268 276
Organization Confrontation Meeting Application Stages Results of Confrontation Meetings
276 276 277 Application 13-1 A Work-Out Meeting at General Electric Medical Systems
Business 278 Intergroup Relations Interventions Microcosm Groups Application Stages
Resolving Intergroup Conflict 279 279 280 281 Large-Group Interventions 284 Application
13-2 Improving Intergroup Relationships in Johnson & Johnson’s Drug Evaluation
Department Application Stages 285 287 Application 13-3 Using the Decision Accelerator to
Generate Innovative Strategies in Alegent’s Women’s and Children’s Service Line Results of
Large-Group Interventions 290 294 Summary 295 Notes 295 Selected Cases Lincoln
Hospital: Third-Party Intervention Ben & Jerry’s (A): Team Development Intervention 297
297 304 x Contents PART 4 Technostructural Interventions 314 CHAPTER 14 Restructuring
Organizations 315 Structural Design The Functional Structure The Divisional Structure The
Matrix Structure The Process Structure The Customer-Centric Structure 315 316 318 319
322 324 Application 14-1 Healthways’ Process Structure The Network Structure 325 328
Downsizing 331 Application 14-2 Amazon.com’s Network Structure Application Stages
Results of Downsizing 332 334 337 Application 14-3 Strategic Downsizing at Agilent
Technologies 338 Reengineering Application Stages 340 341 Application 14-4 Honeywell
IAC’s Totalplant™ Reengineering Process Results from Reengineering 344 346 Summary
346 Notes 347 CHAPTER 15 Employee Involvement 350 Employee Involvement: What Is It?
A Working Definition of Employee Involvement The Diffusion of Employee Involvement
Practices How Employee Involvement Affects Productivity 350 351 352 352 Employee
Involvement Applications Parallel Structures 354 354 Application 15-1 Using the AI Summit
to Build Union–Management Relations at Roadway Express Total Quality Management 356
359 Application 15-2 Six-Sigma Success Story at GE Financial High-Involvement
Organizations 365 367 Application 15-3 Building a High-Involvement Organization at Air
Products and Chemicals, Inc. 370 Summary 373 Notes 373 CHAPTER 16 Work Design 376
The Engineering Approach 376 The Motivational Approach The Core Dimensions of Jobs
Individual Differences Application Stages Barriers to Job Enrichment 377 378 379 380 382
Application 16-1 Enriching Jobs at the Hartford’s Employee Relations Consulting Services
6. Group Results of Job Enrichment 383 385 The Sociotechnical Systems Approach Conceptual
Background Self-Managed Work Teams 386 387 388 xi Contents Application Stages Results
of Self-Managed Teams 391 393 Application 16-2 Moving to Self-Managed Teams at ABB
394 Designing Work for Technical and Personal Needs Technical Factors Personal-Need
Factors Meeting Both Technical and Personal Needs 397 398 399 400 Summary 401 Notes
402 Selected Cases City of Carlsbad, California: Restructuring the Public Works Department
(A) C&S Wholesale Grocers: Self-Managed Teams 405 405 408 PART 5 Human Resource
Management Interventions CHAPTER 17 Performance Management 419 420 A Model of
Performance Management 421 Goal Setting Characteristics of Goal Setting Establishing
Challenging Goals Clarifying Goal Measurement Application Stages Management by
Objectives Effects of Goal Setting and MBO 422 422 423 423 424 424 426 Performance
Appraisal 426 Application 17-1 The Goal-Setting Process at Siebel Systems The
Performance Appraisal Process Application Stages Effects of Performance Appraisal 427
428 430 431 Reward Systems 431 Application 17-2 Adapting the Appraisal Process at
Capital One Financial Structural and Motivational Features of Reward Systems Skill- and
Knowledge-Based Pay Systems Performance-Based Pay Systems Gain-Sharing Systems
Promotion Systems Reward-System Process Issues 432 434 437 438 440 442 443
Application 17-3 Revising the Reward Systemat Lands’ End 444 Summary 447 Notes 447
CHAPTER 18 Developing Talent 451 Coaching and Mentoring What Are the Goals?
Application Stages The Results of Coaching and Mentoring 451 452 452 453 Career
Planning and Development Interventions What Are the Goals? Application Stages The
Results of Career Planning and Development 453 454 455 463 Management And Leadership
Development Interventions 463 Application 18-1 PepsiCo’s Career Planning and
Development Framework What Are the Goals? Application Stages 464 466 466 xii Contents
Application 18-2 Leading Your Business at Microsoft Corporation The Results of
Development Interventions 468 469 Summary 469 Notes 470 CHAPTER 19 Managing
Workforce Diversityand Wellness 473 Workforce Diversity Interventions What Are the
Goals? Application Stages The Results for Diversity Interventions 473 473 475 478
Employee Stress and Wellness Interventions What Are the Goals? 479 479 Application 19-1
Embracing Employee Diversity at Baxter Export Applications Stages The Results of Stress
Management and Wellness Interventions 480 481 486 Summary 487 Notes 488 Application
19-2 Johnson & Johnson’s Health and Wellness Program 490 Selected Cases Employee
Benefits at HealthCo Sharpe BMW 492 492 497 PART 6 Strategic Change Interventions
CHAPTER 20 Transformational Change 504 505 Characteristics of Transformational Change
Change Is Triggered by Environmental and Internal Disruptions Change Is Aimed at
Competitive Advantage Change Is Systemic and Revolutionary Change Demands a New
Organizing Paradigm Change Is Driven by Senior Executives and Line Management Change
Involves Significant Learning 505 506 506 507 508 508 509 Integrated Strategic Change
509 Organization Design 512 Application 20-1 Managing Strategic Change at Microsoft
Canada Conceptual Framework 513 515 Culture Change 518 Application 20-2 Organization
Design at Deere & Company Concept of Organization Culture Organization Culture and
Organization Effectiveness Diagnosing Organization Culture The Behavioral Approach The
Competing Values Approach The Deep Assumptions Approach 519 520 521 523 523 524
7. 525 Summary 528 Notes 529 Application 20-3 Culture Change at IBM 533 CHAPTER 21
Continuous Change 535 Self-Designing Organizations The Demands of Adaptive Change
Application Stages 535 536 536 Learning Organizations Conceptual Framework 538 538 xiii
Contents Application 21-1 Self-Design at American Healthways Corporation Organization
Learning Interventions Knowledge Management Interventions Outcomes of OL and KM 539
542 547 550 Application 21-2 Implementing a Knowledge Management System at Motorola
Penang 551 Built-To-Change Organizations Design Guidelines Application Stages 553 553
554 Summary 556 Notes 556 Application 21-3 Creating a Built-to-Change Organizationat
Capital One Financial 559 CHAPTER 22 Transorganizational Change 561
Transorganizational Rationale Mergers and Acquisitions Application Stages 562 563 564
Strategic Alliance Interventions Application Stages 568 568 Application 22-1 The Sprint and
Nextel Merger: The First Two Years 569 Network Interventions 571 Application 22-2
Building Alliance Relationships Creating the Network Managing Network Change 572 574
577 Application 22-3 Fragile and Robust—Network Change in Toyota Motor Corporation
580 Summary 582 Notes 583 Selected Cases Fourwinds Marina Leading Strategic Change at
DaVita: The Integration of the Gambro Acquisition 586 586 597 PART 7 Special Applications
of Organization Development CHAPTER 23 Organization Development in Global Settings
613 614 Organization Development Outside the United States Cultural Context Economic
Development How Cultural Context and Economic Development Affect OD Practice 615 616
618 619 Application 23-1 Modernizing China’s Human Resource Development and Training
Functions 623 Worldwide Organization Development Worldwide Strategic Orientations The
International Strategic Orientation The Global Strategic Orientation The Multinational
Strategic Orientation 625 626 627 629 631 Application 23-2 Implementing the Global
Strategy: Changing the Culture of Work in Western China The Transnational Strategic
Orientation Global Social Change Global Social Change Organizations Application Stages
Change Agent Roles and Skills 632 636 639 640 641 644 xiv Contents Application 23-3
Social and Environmental Change at Floresta 645 Summary 647 Notes 647 CHAPTER 24
Organization Developmentin Nonindustrial Settings: Health Care, School Systems, the Public
Sector, and Family-Owned Businesses 651 Organization Development in Health Care Trends
in Health Care Opportunities for Organization Development Practice Success Principles for
OD in Health Care Conclusions 651 652 655 657 658 Organization Development in School
Systems Education: Industrial-Age Roots Changing Conditions Cause Stress Disappointing
Reform Efforts A New Metaphor for Schools Future Opportunities for OD Practice
Technology’s Unique Role in School OD Conclusions 659 659 659 660 662 664 665 667
Organization Developmentin the Public Sector Comparing Public- and Private-Sector
Organizations Recent Research and Innovations in Public-Sector Organizational
Development Conclusions 667 669 674 675 Organization Development in Family-Owned
Businesses The Family Business System Family Business Developmental Stages A Parallel
Planning Process Values Critical Issues in Family Business OD Interventions in Family
Business System 675 676 679 680 680 681 684 Summary 688 Notes 689 CHAPTER 25
Future Directions in Organization Development 693 Trends within Organization
Development Traditional Pragmatic Scholarly Implications for OD’s Future 693 693 694
695 695 Trends in the Context of Organization Development The Economy The Workforce
8. Organizations Implications for OD’s Future 697 697 700 701 702 Summary 708 Notes 709
Integrative Cases B. R. Richardson Timber Products Corporation Building the Cuyahoga
River Valley Organization* Black & Decker International: Globalization of the Architectural
Hardware Line 712 712 728 738 Glossary 746 Name Index 756 Subject Index 760 preface In
preparing this new edition, we were struck by how the cliché of “living in changing times” is
becoming almost ironic. The events of each day remind us that things are moving far more
quickly and unpredictably than we could ever have imagined. Consider the U.S. economic
turmoil brought on by the mortgage-lending crisis and the record price of crude oil, which
seemingly rises independent of consumption. Or think about the runup to the 2008 U.S.
presidential election. It strikes us as just a bit surreal to see the word CHANGE plastered on
the speaker’s podium and waved by supporters every time Barack Obama comes out to
speak. Not to be outdone, Hillary Clinton’s key selling point is her emphasis that she has the
ability to lead change. By the time the next edition of this book comes out, a new president
will be well into her or his first term and we will no doubt have experienced a lot of change.
Nor is change confined to the United States. As we write this, the new prime minister of
France is shaking up that country’s work rules, organizations, and policies. Beijing is
preparing to host the Olympic Games and show the world a whole new China. Countries in
Africa are dealing with drought, AIDS, military dictatorships, and the emergence of
democracy. The war in Iraq remains a point of contention among many, and the Middle East
remains embroiled in controversy and seemingly intractable problems. Nor is change
restricted to governments and organizations. Our personal lives are embedded in change
and the dilemmas it poses. Individuals and families are finding that the pace of change
exceeds their physical and mental capacity to cope with it. As people experience change
accelerating, they tend to feel overwhelmed and alienated. They experience what
sociologists call “anomie,” a state of being characterized by the lack of social norms or
anchors of stable and shared values. Many Americans, for example, want more time with
their families but feel compelled to work longer hours, make more money, and satisfy
escalating needs; they espouse diversity but push other cultures to do it “the American
way”; they argue that technology will find an answer to the global warming problem and so
justify acquiring a Hummer. Nor is change limited to social systems and their environments.
Organization Development—the field of planned change itself—is changing. In a time of
unprecedented change, our views of how and when planned change occurs, who leads and
controls it, and what contributes to its success are all changing. Since the last edition of this
text, three OD handbooks have been published, a special issue of the Journal of Applied
Behavioral Science has been devoted to “reinvigorate OD” and another special issue on
international OD is on its way, and volumes on change management and organization
transformation have continued to flood the bookstores. Conversations among OD
practitioners and scholars about where the field is and should be headed have become more
vigorous. The drive to understand and do something about change continues unabated. In
times like these, books on OD and change have never been more relevant and necessary. For
our part, this is the ninth edition of the market-leading text in the field. OD is an applied
field of change that uses behavioral science knowledge to increase xv xvi Preface the
capacity for change, and to improve the functioning and performance of organizations. OD is
9. more than change management, however, and the field would do well to differentiate itself
from the mechanistic, programmatic assumptions that organization change can simply be
scripted by various methods of “involving” people and “enrolling” them in the change. OD is
not concerned about change for change’s sake, a way to implement the latest fad, or a pawn
for doing management’s bidding. It is about learning and improving in ways that make
individuals, groups, organizations, and ultimately the world better off and more capable of
managing change in the future. Moreover, OD is more than a set of values. It is not a front for
the promulgation of humanistic and spiritual beliefs nor a set of interventions that boil
down to “holding hands and singing Kumbaya.” It is a set of testable ideas and practices
about how social and technical systems can coexist to produce individual satisfaction and
sustainable organizational results. Finally, OD is more than a set of tools and techniques. It
is not a bunch of “interventions” looking to be applied in whatever organization that comes
along. It is an integrated theory and practice aimed at increasing the effectiveness of
organizations. In today’s reality, OD is often misunderstood and its relevance questioned. As
mentioned above, OD is often used synonymously with change management; it is often
defined and overly constrained by its association with a set of “touchy-feely” values; and it
is often described as a hammer looking for a nail. As a result, it is open to discussion
whether OD is up to the task of facilitating the changes that organizations need to exist and
thrive in the world today. This is OD’s challenge in the decade and century ahead. Can it
implement change and teach the system to change itself at the same time? Will it cling to its
humanistic traditions and focus on functioning or increase its relevance by integrating more
performance-related values? How will OD incorporate values related to globalization,
cultural integration, the concentration of wealth, and environmental sustainability? Can it
afford not to address the issues that threaten an organization’s survival? These are heady
questions for a field barely 55 years old. The original edition of this text, authored by OD
pioneer Edgar Huse in 1975, became a market leader because it faced the relevance issue. It
took an objective, research perspective and placed OD practice on stronger theoretical
footing. Ed showed that, in some cases, OD did produce meaningful results but that
additional work was still needed. Sadly, Ed passed away following the publication of the
second edition. His wife, Mary Huse, asked Tom Cummings to revise the book for
subsequent editions. With the fifth edition, Tom asked Chris Worley to work with him in
writing the text. The most recent editions have had an important influence on the
perception of OD. While maintaining the book’s strengths of even treatment and unbiased
reporting, the newer editions made even larger strides in placing OD on a strong theoretical
foundation. They broadened the scope and increased the relevance of OD by including
interventions that had a content component, including work design, employee involvement,
and organization structure. They took another step toward relevance and suggested that OD
had begun to incorporate a strategic perspective. This strategic orientation proposed that
OD could be as concerned with performance issues as it was with human potential. Effective
OD, from this newer perspective, relied as much on knowledge about organization theory
and economics as it did on the behavioral sciences. It is our greatest hope that the current
edition continues this tradition of rigor and relevance. REVISIONS TO THE NINTH EDITION
Our goal in the ninth edition is to update the field once again. Although we have retained
10. several features of the prior editions, we have made some important changes. Preface
Strategic Emphasis In keeping with the increasingly strategic focus of OD, we have
expanded the strategic interventions part of the book from two chapters to three chapters.
Chapter 20 now describes transformational change and focuses on the interventions and
processes associated with episodic forms of large-scale change. There is a whole new
section on organization redesign interventions. Chapter 21 is devoted to describing
continuous change in organizations, with a new section on built-to-change organizations.
Finally, Chapter 22 now combines interventions about multiple organizations, including
transorganizational development, mergers and acquisitions, joint ventures, and networks.
Human Resources Interventions In addition, the human resources interventions part of the
text has been completely reorganized and revised. The original two chapters have been
expanded to three chapters. While we retained the performance management chapter, there
is a new chapter on developing talent (Chapter 18) that includes training, leadership
development, career management, and coaching. Chapter 19 has been refocused on
managing workforce diversity, wellness, and stress. Key Chapter Revisions Other chapters
have received important updates and improvements. In Chapter 14— “Restructuring
Organizations”—a new section on “customer-centric” organizations was added to reflect
important advances in this area. In Chapter 24—“OD in Health Care, School Systems, the
Public Sector, and Family-Owned Businesses”—each section has been completely re-written
by new guest authors. Finally, Chapter 25—“Future Directions in Organization
Development”—has received a thorough revision based on the authors’ recent research.
DISTINGUISHING PEDAGOGICAL FEATURES The text is designed to facilitate the learning of
OD theory and interventions. We maintained the chapter sequence from the previous
edition. Based on feedback from reviewers, this format more closely matches the OD
process. Instructors can teach the process and then link OD practice to the interventions.
Organization The ninth edition is organized into seven parts. Following an introductory
chapter that describes the definition and history of OD, Part 1 provides an overview of
organization development. It discusses the fundamental theories that underlie planned
change (Chapter 2) and describes the people who practice it (Chapter 3). Part 2 is an eight-
chapter description of the OD process. It describes how OD practitioners enter and contract
with client systems (Chapter 4); diagnose organizations, groups, and jobs (Chapters 5 and
6); collect, analyze, and feedback diagnostic data (Chapters 7 and 8); design interventions
(Chapter 9); lead and manage change (Chapter 10); and evaluate and institutionalize change
(Chapter 11). In this manner, professors can focus on the OD process without distraction.
Parts 3, 4, 5, and 6 then cover the major OD interventions used today according to the same
classification scheme used in previous editions of the text. Part 3 covers human process
interventions; Part 4 describes technostructural approaches; Part 5 presents interventions
in human resources management; and Part 6 addresses strategic change interventions. In
the final section, Part 7, we cover special applications of OD, including international OD
(Chapter 23); OD in health care, family businesses, schools, and the public sector (Chapter
24); and the future of xvii xviii Preface OD (Chapter 25). We believe this ordering provides
professors with more flexibility in teaching OD. Applications Within each chapter, we
describe actual situations in which different OD techniques or interventions were used.
11. These applications provide students with a chance to see how OD is actually practiced in
organizations. In the ninth edition, more than 33% of the applications are new and many
others have been updated to maintain the text’s currency and relevance. In response to
feedback from reviewers, almost all of the applications describe a real situation in a real
organization (although sometimes we felt it necessary to use disguised names). In many
cases, the organizations are large public companies that should be readily recognizable. We
have endeavored to write applications based on our own OD practice or that have appeared
in the popular literature. In addition, we have asked several of our students to submit
descriptions of their own practice and these applications appear throughout the text. The
time and effort to produce these vignettes of OD practice for others is gratefully
acknowledged. Cases At the end of each major part in the book, we have included cases to
permit a more in-depth discussion of the OD process. Seven of the 16 cases are new to the
ninth edition. We have kept some cases that have been favorites over the years but have
also replaced some of the favorites with newer ones. Also in response to feedback from
users of the text, we have endeavored to provide cases that vary in levels of detail,
complexity, and sophistication to allow the professor some flexibility in teaching the
material to either undergraduate or graduate students. Internet Resources Throughout the
book, we have tried to provide references to the Internet, particularly to sites related to the
organizations discussed. Although these sites are often updated, moved, or altogether
abandoned (so we cannot guarantee that the links will be maintained as cited), these
provide students with an opportunity to explore the information available on the Internet.
Audience This book can be used in a number of different ways and by a variety of people.
First, it serves as a primary textbook in organization development for students at both the
undergraduate and graduate levels. Second, the book can also serve as an independent
study guide for individuals wishing to learn more about how organization development can
improve productivity and human satisfaction. Third, the book is intended to be of value to
OD professionals, executives and administrators, specialists in such fields as personnel,
training, occupational stress, and human resources management, and anyone interested in
the complex process known as organization development. EDUCATIONAL AIDS AND
SUPPLEMENTS Instructor’s Manual with Test Bank (ISBN: 0-324-58057-6) To assist
instructors in the delivery of a course on organization development, an instructor’s manual
is available. It has been revised in response to feedback from users. The manual contains
material that can improve the student’s appreciation of OD and improve the instructor’s
effectiveness in the classroom. Preface Chapter Objectives and Lecture Notes For each
chapter, summary learning objectives provide a quick orientation to the chapter’s material.
The material in the chapter is then outlined and comments are made concerning important
pedagogical points, such as crucial assumptions that should be noted for students,
important aspects of practical application, and alternative points of view that might be used
to enliven class discussion. Exam Questions A variety of multiple choice, true/false, and
essay questions are suggested for each chapter. Instructors can use these questions directly
or to suggest additional questions reflecting the professor’s own style. Case Notes For each
case in the text, teaching notes have been developed to assist instructors in preparing for
case discussions. The notes provide an outline of the case, suggestions about where to place
12. the case during the course, discussion questions to focus student attention, and an analysis
of the case situation. In combination with the professor’s own insights, the notes can help to
enliven the case discussion or role plays. Audiovisual Materials Finally, a list is included of
films, videos, and other materials that can be used to supplement different parts of the text,
along with the addresses and phone numbers of vendors that supply the materials.
Instructor’s Resource CD-ROM (0-324-58058-4) Key instructor ancillaries (Instructor’s
Manual, Test Bank, ExamView, and PowerPoint slides) are provided on CD-ROM, giving
instructors the ultimate tool for customizing lectures and presentations. ExamView
Available on the Instructor’s Resource CD-ROM, ExamView contains all of the questions in
the printed Test Bank. This program is an easy-to-use test creation software compatible
with Microsoft Windows. Instructors can add or edit questions, instructions, and answers,
and select questions (randomly or numerically) by previewing them on the screen.
Instructors can also create and administer quizzes online, whether over the Internet, a local
area network (LAN), or a wide area network (WAN). PowerPoint TM Presentation Slides
Available on the Instructor’s Resource CD-ROM and the Web site, the PowerPoint
presentation package consists of tables and figures used in the book. These colorful slides
can greatly aid the integration of text material during lectures and discussions. Web Site A
rich Web site at http://academic.cengage.com/management/cummings complements the
text, providing many extras for the student and instructor. ACKNOWLEDGMENTS Our
friends and colleagues are always asking about “the text.” “Why did you include that?” “Why
didn’t you include this?” “When are you going to revise it again?” “I have some suggestions
that might improve this section.” And so on. It is gratifying, after eight (and now nine)
editions, that people find the book provocative, refer to it, use it to guide their practice, and
assign it as required reading in their courses. Even though the text is revised every three
years or so, it seems to be a common subject of conversation whenever we get together with
our OD colleagues and students. When it does come time for revision, it provides us a
chance to refresh, renew, and reestablish xix xx Preface our relationship with them. “What
have you heard about what’s new in OD?” “How’s your family?” “Do you think we should
reorganize the book?” “What’s next in your career?” “Did you see that article in (pick a
journal or magazine)?” “What have you been reading lately?” And then the research,
reading, writing, editing, and proofing begins. Writing, debates, and editing occupy most of
our time. “Can we say that better, more efficiently, and more clearly?” “Should we create a
new section or revise the existing one?” “Do you really think people want to read that?” The
permission requests go out and come in quickly . . . at least most of them. Follow up faxes,
reminder e-mails, and urgent phone calls are made. The search for new cases and
applications is an ongoing activity. “Where can we find good descriptions of change?”
“Would you be willing to write up that case?” Deadlines come . . . and go. The copy editing
process is banter between two strangers. “No, no, no, I meant to say that.” “Yes, that’s a good
idea, I hadn’t thought of that.” Six months into it, our wives start to ask, “When will it be
done?” Then, the result of having done this before, they ask, “no, I meant when will it be
done, done?” When the final proofs arrive, things start to look finished. We get to see the art
work and the cover design, and a new set of problems emerge. “Where did that come from?”
“No, this goes there, that goes here.” Doesn’t this sound fun? So, yes, we continue to hope
13. that our readers, colleagues, and friends ask us about “the text.” We like talking about it,
discussing it, and hearing about what we did right or wrong. But please don’t ask us about
writing “the text.” We’re very happy to be done (yes, done, done). Finally, we’d like to thank
those who supported us in this effort. We are grateful to our families: Chailin Cummings and
the Worley clan, Debbie, Sarah, Hannah, and Samuel. We would also like to thank our
students for their comments on the previous edition, for contributing many of the
applications, and for helping us to try out new ideas and perspectives. A particular word of
thanks goes to Gordon Brooks, Brigette Worthen, and the Pepperdine MSOD faculty (Ann
Feyerherm, Miriam Lacey, Terri Egan, and Gary Mangiofico). Our colleagues at USC’s Center
for Effective Organizations—Ed Lawler, Sue Mohrman, John Boudreau, Alec Levenson, Jim
O’Toole, Jay Conger, and Jay Galbraith—have been consistent sources of support and
intellectual inquiry. As well, the following individuals reviewed the text and influenced our
thinking with their honest and constructive feedback: Ben Dattner, New York University
Diana Wong, Eastern Michigan University Merwyn L. Strate, Purdue University Bruce
Brewer, University of West Georgia Susan A. Lynham, Texas A&M University We would also
like to express our appreciation to members of the staff at Cengage Learning, South-
Western, for their aid and encouragement. Special thanks go to Joe Sabatino, Denise Simon,
and Jean Buttrom for their help and guidance throughout the development of this revision.
Menaka Gupta patiently made sure that the editing and producing of our book went
smoothly. Thomas G. Cummings Christopher G. Worley Palos Verdes Estates, California San
Juan Capistrano, California March, 2008 1 General Introduction to Organization
Development This is a book about organization development (OD)—a process that applies a
broad range of behavioral science knowledge and practices to help organizations build their
capacity to change and to achieve greater effectiveness, including increased financial
performance, customer satisfaction, and organization member engagement. Organization
development differs from other planned change efforts, such as project management or
innovation, because the focus is on building the organization’s ability to assess its current
functioning and to achieve its goals. Moreover, OD is oriented to improving the total
system—the organization and its parts in the context of the larger environment that affects
them. This book reviews the broad background of OD and examines assumptions, strategies
and models, intervention techniques, and other aspects of OD. This chapter provides an
introduction to OD, describing first the concept of OD itself. Second, it explains why OD has
expanded rapidly in the past 50 years, both in terms of people’s need to work with and
through others in organizations and in terms of organizations’ need to adapt in a complex
and changing world. Third, it reviews briefly the history of OD, and fourth, it describes the
evolution of OD into its current state. This introduction to OD is followed by an overview of
the rest of the book. ORGANIZATION DEVELOPMENT DEFINED Organization development
is both a professional field of social action and an area of scientific inquiry. The practice of
OD covers a wide spectrum of activities, with seemingly endless variations upon them.
Team building with top corporate management, structural change in a municipality, and job
enrichment in a manufacturing firm are all examples of OD. Similarly, the study of OD
addresses a broad range of topics, including the effects of change, the methods of
organizational change, and the factors influencing OD success. A number of definitions of
14. OD exist and are presented in Table 1.1. Each definition has a slightly different emphasis.
For example, Burke’s description focuses attention on culture as the target of change;
French’s definition is concerned with OD’s longterm interest and the use of consultants; and
Beckhard’s and Beer’s definitions address the process of OD. More recently, Burke and
Bradford’s definition broadens the range and interests of OD. Worley and Feyerherm
suggested that for a process to be called organization development, (1) it must focus on or
result in the change of some aspect of the organizational system; (2) there must be learning
or the transfer of knowledge or skill to the client system; and (3) there must be evidence of
improvement in or an intention to improve the effectiveness of the client system.1 The
following definition incorporates most of these views and is used in this book: Organization
development is a systemwide application and transfer of behavioral science knowledge to
the planned development, 2 CHAPTER 1 General Introduction to Organization Development
[Table 1.1] Definitions of Organization Development • Organization development is a
planned process of change in an organization’s culture through the utilization of behavioral
science technology, research, and theory. (Warner Burke)2 • Organization development
refers to a long-range effort to improve an organization’s problem-solving capabilities and
its ability to cope with changes in its external environment with the help of external or
internal behavioral-scientist consultants, or change agents, as they are sometimes called.
(Wendell French)3 • Organization development is an effort (1) planned, (2) organization-
wide, and (3) managed from the top, to (4) increase organization effectiveness and health
through (5) planned interventions in the organization’s “processes,” using behavioral
science knowledge. (Richard Beckhard)4 • Organization development is a systemwide
process of data collection, diagnosis, action planning, intervention, and evaluation aimed at
(1) enhancing congruence among organizational structure, process, strategy, people, and
culture; (2) developing new and creative organizational solutions; and (3) developing the
organization’s selfrenewing capacity. It occurs through the collaboration of organizational
members working with a change agent using behavioral science theory, research, and
technology. (Michael Beer)5 • Based on (1) a set of values, largely humanistic; (2)
application of the behavioral sciences; and (3) open systems theory, organization
development is a systemwide process of planned change aimed toward improving overall
organization effectiveness by way of enhanced congruence of such key organization
dimensions as external environment, mission, strategy, leadership, culture, structure,
information and reward systems, and work policies and procedures. (Warner Burke and
David Bradford)6 improvement, and reinforcement of the strategies, structures, and
processes that lead to organization effectiveness. This definition emphasizes several
features that differentiate OD from other approaches to organizational change and
improvement, such as management consulting, innovation, project management, and
operations management. The definition also helps to distinguish OD from two related
subjects, change management and organization change, that also are addressed in this book.
First, OD applies to changes in the strategy, structure, and/or processes of an entire system,
such as an organization, a single plant of a multiplant firm, a department or work group, or
individual role or job. A change program aimed at modifying an organization’s strategy, for
example, might focus on how the organization relates to a wider environment and on how
15. those relationships can be improved. It might include changes both in the grouping of
people to perform tasks (structure) and in methods of communicating and solving problems
(process) to support the changes in strategy. Similarly, an OD program directed at helping a
top management team become more effective might focus on interactions and problem-
solving processes within the group. This focus might result in the improved ability of top
management to solve company problems in strategy and structure. This contrasts with
approaches focusing on one or only a few aspects of a system, such as technological
innovation or operations management. In these approaches, attention is narrowed to
improvement of particular products or processes, or to development of production or
service delivery functions. Second, OD is based on the application and transfer of behavioral
science knowledge and practice, including microconcepts, such as leadership, group
dynamics, and work design, and macroapproaches, such as strategy, organization design,
and international CHAPTER 1 General Introduction to Organization Development relations.
These subjects distinguish OD from such applications as management consulting,
technological innovation, or operations management that emphasize the economic,
financial, and technical aspects of organizations. These approaches tend to neglect the
personal and social characteristics of a system. Moreover, OD is distinguished by its intent
to transfer behavioral science knowledge and skill so that the system is more capable of
carrying out planned change in the future. Third, OD is concerned with managing planned
change, but not in the formal sense typically associated with management consulting or
project management, which tends to comprise programmatic and expert-driven approaches
to change. Rather, OD is more an adaptive process for planning and implementing change
than a blueprint for how things should be done. It involves planning to diagnose and solve
organizational problems, but such plans are flexible and often revised as new information is
gathered as the change program progresses. If, for example, there was concern about the
performance of a set of international subsidiaries, a reorganization process might begin
with plans to assess the current relationships between the international divisions and the
corporate headquarters and to redesign them if necessary. These plans would be modified if
the assessment discovered that most of the senior management teams were not given
adequate cross-cultural training prior to their international assignments. Fourth, OD
involves the design, implementation, and the subsequent reinforcement of change. It moves
beyond the initial efforts to implement a change program to a longer-term concern for
appropriately institutionalizing new activities within the organization. For example,
implementing self-managed work teams might focus on ways in which supervisors could
give workers more control over work methods. After workers had more control, attention
would shift to ensuring that supervisors continued to provide that freedom. That assurance
might include rewarding supervisors for managing in a participative style. This attention to
reinforcement is similar to training and development approaches that address maintenance
of new skills or behaviors, but it differs from other change perspectives that do not address
how a change can be institutionalized. Finally, OD is oriented to improving organizational
effectiveness. Effectiveness is best measured along three dimensions. First, OD affirms that
an effective organization is adaptable; it is able to solve its own problems and focus
attention and resources on achieving key goals. OD helps organization members gain the
16. skills and knowledge necessary to conduct these activities by involving them in the change
process. Second, an effective organization has high financial and technical performance,
including sales growth, acceptable profits, quality products and services, and high
productivity. OD helps organizations achieve these ends by leveraging social science
practices to lower costs, improve products and services, and increase productivity. Finally,
an effective organization has satisfied and loyal customers or other external stakeholders
and an engaged, satisfied, and learning workforce. The organization’s performance
responds to the needs of external groups, such as stockholders, customers, suppliers, and
government agencies, which provide the organization with resources and legitimacy.
Moreover, it is able to attract and motivate effective employees, who then perform at higher
levels. Other forms of organizational change clearly differ from OD in their focus.
Management consulting, for example, primarily addresses financial performance, whereas
operations management or industrial engineering focuses on productivity. Organization
development can be distinguished from change management and organizational change. OD
and change management both address the effective implementation of planned change.
They are both concerned with the sequence of activities, processes, and leadership issues
that produce organization improvements. They differ, however, in their underlying value
orientation. OD’s behavioral science foundation supports values of human potential,
participation, and development in addition to 3 4 CHAPTER 1 General Introduction to
Organization Development performance and competitive advantage. Change management
focuses more narrowly on values of cost, quality, and schedule.7 As a result, OD’s
distinguishing feature is its concern with the transfer of knowledge and skill so that the
system is more able to manage change in the future. Change management does not
necessarily require the transfer of these skills. In short, all OD involves change management,
but change management may not involve OD. Similarly, organizational change is a broader
concept than OD. As discussed above, organization development can be applied to managing
organizational change. However, it is primarily concerned with managing change in such a
way that knowledge and skills are transferred to build the organization’s capability to
achieve goals and solve problems. It is intended to change the organization in a particular
direction, toward improved problem solving, responsiveness, quality of work life, and
effectiveness. Organizational change, in contrast, is more broadly focused and can apply to
any kind of change, including technical and managerial innovations, organization decline, or
the evolution of a system over time. These changes may or may not be directed at making
the organization more developed in the sense implied by OD. The behavioral sciences have
developed useful concepts and methods for helping organizations to deal with changing
environments, competitor initiatives, technological innovation, globalization, or
restructuring. They help managers and administrators to manage the change process. Many
of these concepts and techniques are described in this book, particularly in relation to
managing change. THE GROWTH AND RELEVANCE OF ORGANIZATION DEVELOPMENT In
each of the previous editions of this book, we argued that organizations must adapt to
increasingly complex and uncertain technological, economic, political, and cultural changes.
We also argued that OD could help an organization to create effective responses to these
changes and, in many cases, to proactively influence the strategic direction of the firm. The
17. rapidly changing conditions of the past few years confirm our arguments and accentuate
their relevance. According to several observers, organizations are in the midst of
unprecedented uncertainty and chaos, and nothing short of a management revolution will
save them.8 Three major trends are shaping change in organizations: globalization,
information technology, and managerial innovation.9 First, globalization is changing the
markets and environments in which organizations operate as well as the way they function.
New governments, new leadership, new markets, and new countries are emerging and
creating a new global economy with both opportunities and threats.10 The toppling of the
Berlin Wall symbolized and energized the reunification of Germany; the European Union
created a cohesive economic block that alters the face of global markets; entrepreneurs
appeared in Russia, the Balkans, and Siberia to transform the former Soviet Union;
terrorism has reached into every corner of economic and social life; and China is emerging
as an open market and global economic influence. The rapid spread of Severe Acute
Respiratory Syndrome (SARS) and its economic impact clearly demonstrated the
interconnectedness among the social environment, organizations, and the global economy.
Second, information technology is redefining the traditional business model by changing
how work is performed, how knowledge is used, and how the cost of doing business is
calculated. The way an organization collects, stores, manipulates, uses, and transmits
information can lower costs or increase the value and quality of products and services.
Information technology, for example, is at the heart of emerging e-commerce strategies and
organizations. Amazon.com, Yahoo!, and eBay are among CHAPTER 1 General Introduction
to Organization Development the survivors of a busted dot-com bubble, Google has
emerged as a major competitor to Microsoft, and the amount of business being conducted
on the Internet is projected to grow at double-digit rates. Moreover, the underlying rate of
innovation is not expected to decline. Electronic data interchange—a state-of-the-art
technology application a few years ago—is now considered routine business practice. The
ability to move information easily and inexpensively throughout and among organizations
has fueled the downsizing, delayering, and restructuring of firms. The Internet has enabled
a new form of work known as telecommuting; organization members from Captial One and
Cigna can work from their homes without ever going to the office. Finally, information
technology is changing how knowledge is used. Information that is widely shared reduces
the concentration of power at the top of the organization. In choosing “You” as the 2006
Person of the Year, Time magazine noted that the year was “a story about community and
collaboration on a scale never seen before. It’s about . . . Wikipedia . . . YouTube and . . .
MySpace. It’s about the many wresting power from the few and helping one another for
nothing and how that will not only change the world, but also change the way the world
changes (emphasis added).”11 Organization members now share the same key information
that senior managers once used to control decision making. Third, managerial innovation
has responded to the globalization and information technology trends and has accelerated
their impact on organizations. New organizational forms, such as networks, strategic
alliances, and virtual corporations, provide organizations with new ways of thinking about
how to manufacture goods and deliver services. The strategic alliance, for example, has
emerged as one of the indispensable tools in strategy implementation. No single
18. organization, not even IBM, Mitsubishi, or General Electric, can control the environmental
and market uncertainty it faces. Sun Microsystems’ network is so complex that some
products it sells are never touched by a Sun employee. In addition, change innovations, such
as downsizing or reengineering, have radically reduced the size of organizations and
increased their flexibility; new large-group interventions, such as the search conference and
open space, have increased the speed with which organizational change can take place; and
organization learning interventions have acknowledged and leveraged knowledge as a
critical organizational resource.12 Managers, OD practitioners, and researchers argue that
these forces not only are powerful in their own right but are interrelated. Their interaction
makes for a highly uncertain and chaotic environment for all kinds of organizations,
including manufacturing and service firms and those in the public and private sectors.
There is no question that these forces are profoundly affecting organizations. Fortunately, a
growing number of organizations are undertaking the kinds of organizational changes
needed to survive and prosper in today’s environment. They are making themselves more
streamlined and nimble, more responsive to external demands, and more ecologically
sustainable. They are involving employees in key decisions and paying for performance
rather than for time. They are taking the initiative in innovating and managing change,
rather than simply responding to what has already happened. Organization development
plays a key role in helping organizations change themselves. It helps organizations assess
themselves and their environments and revitalize and rebuild their strategies, structures,
and processes. OD helps organization members go beyond surface changes to transform the
underlying assumptions and values governing their behaviors. The different concepts and
methods discussed in this book increasingly are finding their way into government
agencies, manufacturing firms, multinational corporations, service industries, educational
institutions, and not-for-profit organizations. Perhaps at no other time has OD been more
responsive and practically relevant to organizations’ needs to operate effectively in a highly
complex and changing world. 5 6 CHAPTER 1 General Introduction to Organization
Development OD is obviously important to those who plan a professional career in the field,
either as an internal consultant employed by an organization or as an external consultant
practicing in many organizations. A career in OD can be highly rewarding, providing
challenging and interesting assignments working with managers and employees to improve
their organizations and their work lives. In today’s environment, the demand for OD
professionals is rising rapidly. For example, large professional services firms must have
effective “change management” practices to be competitive. Career opportunities in OD
should continue to expand in the United States and abroad. Organization development also
is important to those who have no aspirations to become professional practitioners. All
managers and administrators are responsible for supervising and developing subordinates
and for improving their departments’ performance. Similarly, all staff specialists, such as
financial analysts, engineers, information technologists, or market researchers, are
responsible for offering advice and counsel to managers and for introducing new methods
and practices. Finally, OD is important to general managers and other senior executives
because OD can help the whole organization be more flexible, adaptable, and effective.
Organization development can also help managers and staff personnel perform their tasks
19. more effectively. It can provide the skills and knowledge necessary for establishing effective
interpersonal relationships. It can show personnel how to work effectively with others in
diagnosing complex problems and in devising appropriate solutions. It can help others
become committed to the solutions, thereby increasing chances for their successful
implementation. In short, OD is highly relevant to anyone having to work with and through
others in organizations. A SHORT HISTORY OF ORGANIZATION DEVELOPMENT A brief
history of OD will help to clarify the evolution of the term as well as some of the problems
and confusion that have surrounded it. As currently practiced, OD emerged from five major
backgrounds or stems, as shown in Figure 1.1. The first was the growth of the National
Training Laboratories (NTL) and the development of training groups, otherwise known as
sensitivity training or T-groups. The second stem of OD was the classic work on action
research conducted by social scientists interested in applying research to managing change.
An important feature of action research was a technique known as survey feedback. Kurt
Lewin, a prolific theorist, researcher, and practitioner in group dynamics and social change,
was instrumental in the development of T-groups, survey feedback, and action research. His
work led to the creation of OD and still serves as a major source of its concepts and
methods. The third stem reflects a normative view of OD. Rensis Likert’s participative
management framework and Blake and Mouton’s Grid® OD suggest a “one best way” to
design and operate organizations. The fourth background is the approach focusing on
productivity and the quality of work life. The fifth stem of OD, and the most recent influence
on current practice, involves strategic change and organization transformation. Laboratory
Training Background This stem of OD pioneered laboratory training, or the T-group—a
small, unstructured group in which participants learn from their own interactions and
evolving group processes about such issues as interpersonal relations, personal growth,
leadership, and group dynamics. Essentially, laboratory training began in the summer of
1946, when Kurt Lewin and his staff at the Research Center for Group Dynamics at the
Massachusetts Institute of Technology (MIT) were asked by the Connecticut Interracial
Commission and the Committee on Community Interrelations of the CHAPTER 1 7 General
Introduction to Organization Development [Figure 1.1] The Five Stems of OD Practice
CURRENT OD PRACTICE Laboratory Training Action Research/Survey Feedback Normative
Approaches Quality of Work Life Strategic Change 1950 1960 1970 1980 1990 2000 Today
American Jewish Congress for help in research on training community leaders. A workshop
was developed, and the community leaders were brought together to learn about leadership
and to discuss problems. At the end of each day, the researchers discussed privately what
behaviors and group dynamics they had observed. The community leaders asked
permission to sit in on these feedback sessions. Reluctant at first, the researchers finally
agreed. Thus, the first T-group was formed in which people reacted to data about their own
behavior.13 The researchers drew two conclusions about this first T-group experiment: (1)
Feedback about group interaction was a rich learning experience, and (2) the process of
“group building” had potential for learning that could be transferred to “back-home”
situations.14 As a result of this experience, the Office of Naval Research and the National
Education Association provided financial backing to form the National Training
Laboratories, and Gould Academy in Bethel, Maine, was selected as a site for further work
20. (since then, Bethel has played an important part in NTL). The first Basic Skill Groups were
offered in the summer of 1947. The program was so successful that the Carnegie
Foundation provided support for programs in 1948 and 1949. This led to a permanent
program for NTL within the National Education Association. In the 1950s, three trends
emerged: (1) the emergence of regional laboratories, (2) the expansion of summer program
sessions to year-round sessions, and (3) the expansion of the T-group into business and
industry, with NTL members becoming increasingly involved with industry programs.
Notable among these industry efforts was the pioneering work of Douglas McGregor at
Union Carbide, of Herbert Shepard and Robert Blake at Esso Standard Oil (now
ExxonMobil), of McGregor and Richard Beckhard at General Mills, and of Bob Tannenbaum
at TRW Space Systems.15 8 CHAPTER 1 General Introduction to Organization Development
Applications of T-group methods at these companies spawned the term “organization
development” and, equally important, led corporate personnel and industrial relations
specialists to expand their roles to offer internal consulting services to managers.16 Over
time, T-groups have declined as an OD intervention. They are closely associated with that
side of OD’s reputation as a “touchy-feely” process. NTL, as well as UCLA and Stanford,
continues to offer T-groups to the public, a number of proprietary programs continue to
thrive, and Pepperdine University and American University continue to utilize T-groups as
part of master’s level OD practitioner education. The practical aspects of T-group
techniques for organizations gradually became known as team building—a process for
helping work groups become more effective in accomplishing tasks and satisfying member
needs. Team building is one of the most common and institutionalized forms of OD today.
Action Research and Survey Feedback Background Kurt Lewin also was involved in the
second movement that led to OD’s emergence as a practical field of social science. This
second background refers to the processes of action research and survey feedback. The
action research contribution began in the 1940s with studies conducted by social scientists
John Collier, Kurt Lewin, and William Whyte. They discovered that research needed to be
closely linked to action if organization members were to use it to manage change. A
collaborative effort was initiated between organization members and social scientists to
collect research data about an organization’s functioning, to analyze it for causes of
problems, and to devise and implement solutions. After implementation, further data were
collected to assess the results, and the cycle of data collection and action often continued.
The results of action research were twofold: Members of organizations were able to use
research on themselves to guide action and change, and social scientists were able to study
that process to derive new knowledge that could be used elsewhere. Among the pioneering
action research studies were the work of Lewin and his students at the Harwood
Manufacturing Company17 and the classic research by Lester Coch and John French on
overcoming resistance to change.18 The latter study led to the development of participative
management as a means of getting employees involved in planning and managing change.
Other notable action research contributions included Whyte and Edith Hamilton’s famous
study of Chicago’s Tremont Hotel19 and Collier’s efforts to apply action research techniques
to improving race relations when he was commissioner of Indian affairs from 1933 to
1945.20 These studies did much to establish action research as integral to organization
21. change. Today, it is the backbone of many OD applications. A key component of most action
research studies was the systematic collection of survey data that were fed back to the
client organization. Following Lewin’s death in 1947, his Research Center for Group
Dynamics at MIT moved to Michigan and joined with the Survey Research Center as part of
the Institute for Social Research. The institute was headed by Rensis Likert, a pioneer in
developing scientific approaches to attitude surveys. His doctoral dissertation at Columbia
University developed the widely used 5-point “Likert Scale.”21 In an early study by the
institute, Likert and Floyd Mann administered a companywide survey of management and
employee attitudes at Detroit Edison.22 The feedback process that evolved was an
“interlocking chain of conferences.” The major findings of the survey were first reported to
the top management and then transmitted throughout the organization. The feedback
sessions were conducted in task groups, with supervisors and their immediate subordinates
discussing the data together. Although there was little substantial research evidence, the
researchers intuitively felt that this was a powerful process for change. CHAPTER 1 General
Introduction to Organization Development In 1950, eight accounting departments asked for
a repeat of the survey, thus generating a new cycle of feedback meetings. In four
departments, feedback approaches were used, but the method varied; two departments
received feedback only at the departmental level; and because of changes in key personnel,
nothing was done in the remaining two departments. A third follow-up study indicated that
more significant and positive changes, such as job satisfaction, had occurred in the
departments receiving feedback than in the two departments that did not participate. From
those findings, Likert and Mann derived several conclusions about the effects of survey
feedback on organization change. This led to extensive applications of survey-feedback
methods in a variety of settings. The common pattern of data collection, data feedback,
action planning, implementation, and follow-up data collection in both action research and
survey feedback can be seen in these examples. Normative Background The intellectual and
practical advances from the laboratory training stem and the action research/survey-
feedback stem were followed closely by the belief that a human relations approach
represented a “one best way” to manage organizations. This normative belief was
exemplified in research that associated Likert’s Participative Management (System 4, as
outlined below) style and Blake and Mouton’s Grid OD program with organizational
effectiveness.23 Likert’s Participative Management Program characterized organizations as
having one of four types of management systems:24 • Exploitive authoritative systems
(System 1) exhibit an autocratic, top-down approach to leadership. Employee motivation is
based on punishment and occasional rewards. Communication is primarily downward, and
there is little lateral interaction or teamwork. Decision making and control reside primarily
at the top of the organization. System 1 results in mediocre performance. • Benevolent
authoritative systems (System 2) are similar to System 1, except that management is more
paternalistic. Employees are allowed a little more interaction, communication, and decision
making but within boundaries defined by management. • Consultative systems (System 3)
increase employee interaction, communication, and decision making. Although employees
are consulted about problems and decisions, management still makes the final decisions.
Productivity is good, and employees are moderately satisfied with the organization. •
22. Participative group systems (System 4) are almost the opposite of System 1. Designed
around group methods of decision making and supervision, this system fosters high degrees
of member involvement and participation. Work groups are highly involved in setting goals,
making decisions, improving methods, and appraising results. Communication occurs both
laterally and vertically, and decisions are linked throughout the organization by overlapping
group membership. System 4 achieves high levels of productivity, quality, and member
satisfaction. Likert applied System 4 management to organizations using a survey-feedback
process. The intervention generally started with organization members completing the
Profile of Organizational Characteristics.25 The survey asked members for their opinions
about both the present and ideal conditions of six organizational features: leadership,
motivation, communication, decisions, goals, and control. In the second stage, the data were
fed back to different work groups within the organization. Group members examined the
discrepancy between their present situation and their ideal, generally using System 4 9 10
CHAPTER 1 General Introduction to Organization Development as the ideal benchmark, and
generated action plans to move the organization toward System 4 conditions. Blake and
Mouton’s Grid Organization Development originated from research about managerial and
organizational effectiveness.26 Data gathered on organizational excellence from 198
organizations located in the United States, Japan, and Great Britain found that the two
foremost barriers to excellence were planning and communications.27 Each of these
barriers was researched further to understand its roots, and the research resulted in a
normative model of leadership—the Managerial Grid. According to the Managerial Grid, an
individual’s style can be described according to his or her concern for production and
concern for people.28 A concern for production covers a range of behaviors, such as
accomplishing productive tasks, developing creative ideas, making quality policy decisions,
establishing thorough and high-quality staff services, or creating efficient workload
measurements. Concern for production is not limited to things but also may involve human
accomplishment within the organization, regardless of the assigned tasks or activities. A
concern for people encompasses a variety of issues, including concern for the individual’s
personal worth, good working conditions, a degree of involvement or commitment to
completing the job, security, a fair salary structure and fringe benefits, and good social and
other relationships. Each dimension is measured on a 9-point scale and results in 81
possible leadership styles. For example, 1,9 managers have a low concern for production
and a high concern for people: They view people’s feelings, attitudes, and needs as valuable
in their own right. This type of manager strives to provide subordinates with work
conditions that provide ease, security, and comfort. On the other hand, 9,1 managers have a
high concern for production but a low concern for people: They minimize the attitudes and
feelings of subordinates and give little attention to individual creativity, conflict, and
commitment. As a result, the focus is on the work organization. Blake and Mouton proposed
that the 9,9 managerial style is the most effective in overcoming the communications
barrier to corporate excellence. The basic assumptions behind this managerial style differ
qualitatively and quantitatively from those underlying the other managerial styles, which
assume there is an inherent conflict between the needs of the organization and the needs of
people. By showing a high concern for both people and production, managers allow
23. employees to think and to influence the organization, thus promoting active support for
organizational plans. Employee participation means that better communication is critical;
therefore, necessary information is shared by all relevant parties. Moreover, better
communication means self-direction and selfcontrol, rather than unquestioning, blind
obedience. Organizational commitment arises out of discussion, deliberation, and debate
over major organizational issues. One of the most structured interventions in OD, Blake and
Mouton’s Grid Organization Development has two key objectives: to improve planning by
developing a strategy for organizational excellence based on clear logic, and to help
managers gain the necessary knowledge and skills to supervise effectively. It consists of six
phases designed to analyze an entire business and to overcome the planning and
communications barriers to corporate excellence. The first phase is the Grid Seminar, a 1-
week program where participants analyze their personal style and learn methods of
problem solving. Phase two consists of team development and phase three involves
intergroup development. In phase four, an ideal model of organizational excellence is
developed and in phase five, the model is implemented. The final phase consists of an
evaluation of the organization. Despite some research support, the normative approach to
change has given way to a contingency view that acknowledges the influence of the external
environment, technology, and other forces in determining the appropriate organization
design and management practices. Still, Likert’s participative management and Blake and
Mouton’s Grid OD frameworks are both used in organizations today. CHAPTER 1 General
Introduction to Organization Development Productivity and Quality-of-Work-Life
Background The contribution of the productivity and quality-of-work-life (QWL)
background to OD can be described in two phases. The first phase is described by the
original projects developed in Europe in the 1950s and their emergence in the United States
during the 1960s. Based on the research of Eric Trist and his colleagues at the Tavistock
Institute of Human Relations in London, early practitioners in Great Britain, Ireland,
Norway, and Sweden developed work designs aimed at better integrating technology and
people.29 These QWL programs generally involved joint participation by unions and
management in the design of work and resulted in work designs giving employees high
levels of discretion, task variety, and feedback about results. Perhaps the most
distinguishing characteristic of these QWL programs was the discovery of self-managing
work groups as a form of work design. These groups were composed of multiskilled
workers who were given the necessary autonomy and information to design and manage
their own task performances. As these programs migrated to America, a variety of concepts
and techniques were adopted and the approach tended to be more mixed than in European
practice. For example, two definitions of QWL emerged during its initial development.30
QWL was first defined in terms of people’s reaction to work, particularly individual
outcomes related to job satisfaction and mental health. Using this definition, QWL focused
primarily on the personal consequences of the work experience and how to improve work
to satisfy personal needs. A second definition of QWL defined it as an approach or
method.31 People defined QWL in terms of specific techniques and approaches used for
improving work.32 It was viewed as synonymous with methods such as job enrichment,
self-managed teams, and labor–management committees. This technique orientation
24. derived mainly from the growing publicity surrounding QWL projects, such as the General
Motors–United Auto Workers project at Tarrytown and the Gaines Pet Food plant project.
These pioneering projects drew attention to specific approaches for improving work. The
excitement and popularity of this first phase of QWL in the United States lasted until the
mid-1970s, when other more pressing issues, such as inflation and energy costs, diverted
national attention. However, starting in 1979, a second phase of QWL activity emerged. A
major factor contributing to the resurgence of QWL was growing international competition
faced by the United States in markets at home and abroad. It became increasingly clear that
the relatively low cost and high quality of foreign-made goods resulted partially from the
management practices used abroad, especially in Japan. Books extolling the virtues of
Japanese management, such as Ouchi’s Theory Z,33 made best-seller lists. As a result, QWL
programs expanded beyond their initial focus on work design to include other features of
the workplace that can affect employee productivity and satisfaction, such as reward
systems, work flows, management styles, and the physical work environment. This
expanded focus resulted in larger-scale and longer-term projects than had the early job
enrichment programs and shifted attention beyond the individual worker to work groups
and the larger work context. Equally important, it added the critical dimension of
organizational efficiency to what had been up to that time a primary concern for the human
dimension. At one point, the productivity and QWL approach became so popular that it was
called an ideological movement. This was particularly evident in the spread of quality
circles within many companies. Popularized in Japan, quality circles are groups of
employees trained in problem-solving methods that meet regularly to resolve
workenvironment, productivity, and quality-control concerns and to develop more efficient
ways of working. At the same time, many of the QWL programs started in the early 1970s
were achieving success. Highly visible corporations, such as General Motors, Ford, and
Honeywell, and unions, such as the United Automobile Workers, the Oil, Chemical, and
Atomic Workers, the Communications Workers of America, and the Steelworkers, 11 12
CHAPTER 1 General Introduction to Organization Development were more willing to
publicize their QWL efforts. In 1980, for example, more than 1,800 people attended an
international QWL conference in Toronto, Canada. Unlike previous conferences, which were
dominated by academics, the presenters at Toronto were mainly managers, workers, and
unionists from private and public corporations. Today, this second phase of QWL activity
continues primarily under the banner of “employee involvement” (EI) as well as total
quality management and six-sigma programs, rather than of QWL. For many OD
practitioners, the term EI signifies, more than the name QWL, the growing emphasis on how
employees can contribute more to running the organization so it can be more flexible,
productive, and competitive. Recently, the term “employee empowerment” has been used
interchangeably with the term EI, the former suggesting the power inherent in moving
decision making downward in the organization.34 Employee empowerment may be too
restrictive, however. Because it draws attention to the power aspects of these interventions,
it may lead practitioners to neglect other important elements needed for success, such as
information, skills, and rewards. Consequently, EI seems broader and less restrictive than
does employee empowerment as a banner for these approaches to organizational
25. improvement. Strategic Change Background The strategic change background is a recent
influence on OD’s evolution. As organizations and their technological, political, and social
environments have become more complex and more uncertain, the scale and intricacies of
organizational change have increased. This trend has produced the need for a strategic
perspective from OD and encouraged planned change processes at the organization level.35
Strategic change involves improving the alignment among an organization’s environment,
strategy, and organization design.36 Strategic change interventions include efforts to
improve both the organization’s relationship to its environment and the fit between its
technical, political, and cultural systems.37 The need for strategic change is usually
triggered by some major disruption to the organization, such as the lifting of regulatory
requirements, a technological breakthrough, or a new chief executive officer coming in from
outside the organization.38 One of the first applications of strategic change was Richard
Beckhard’s use of open systems planning.39 He proposed that an organization’s
environment and its strategy could be described and analyzed. Based on the organization’s
core mission, the differences between what the environment demanded and how the
organization responded could be reduced and performance improved. Since then, change
agents have proposed a variety of large-scale or strategic-change models;40 each of these
models recognizes that strategic change involves multiple levels of the organization and a
change in its culture, is often driven from the top by powerful executives, and has important
effects on performance. More recently, strategic approaches to OD have been extended into
mergers and acquisitions, alliance formation, and network development.41 The strategic
change background has significantly influenced OD practice. For example, implementing
strategic change requires OD practitioners to be familiar with competitive strategy, finance,
and marketing, as well as team building, action research, and survey feedback. Together,
these skills have improved OD’s relevance to organizations and their managers. EVOLUTION
IN ORGANIZATION DEVELOPMENT Current practice in organization development is
strongly influenced by these five backgrounds as well as by the trends shaping change in
organizations. The laboratory training, action research and survey feedback, normative, and
QWL roots of OD are evident in the strong value focus that underlies its practice. The more
recent influence CHAPTER 1 General Introduction to Organization Development of the
strategic change background has greatly improved the relevance and rigor of OD practice.
They have added financial and economic indicators of effectiveness to OD’s traditional
measures of work satisfaction and personal growth. All of the backgrounds support the
transfer of knowledge and skill to the client system and the building of capacity to better
manage change in the future. Today, the field is being influenced by the globalization and
information technology trends described earlier. OD is being carried out in many more
countries and in many more organizations operating on a worldwide basis. This is
generating a whole new set of interventions as well as adaptations to traditional OD
practice.42 In addition, OD must adapt its methods to the technologies being used in
organizations. As information technology continues to influence organization environments,
strategies, and structures, OD will need to manage change processes in cyberspace as well
as face-to-face. The diversity of this evolving discipline has led to tremendous growth in the
number of professional OD practitioners, in the kinds of organizations involved with OD,
26. and in the range of countries within which OD is practiced. The expansion of the OD
Network (http://www.odnetwork.org), which began in 1964, is one indication of this
growth. It has grown from 200 members in 1970 to 2,800 in 1992 to 4,031 in 1999 and has
remained stable with about 4,000 in 2007. At the same time, Division 14 of the American
Psychological Association, formerly known as the Division of Industrial Psychology, has
changed its title to the Society for Industrial and Organizational Psychology
(http://www.siop.org). In 1968, the American Society for Training & Development
(http://www.astd.org) set up an OD division, which currently operates as the
OD/Leadership Community with more than 2,000 members. In 1971, the Academy of
Management established a Division of Organization Development and Change
(http://www.aom.pace.edu/odc), which currently has more than 2,600 members.
Pepperdine University (http://bschool.pepperdine.edu/programs/msod), Bowling Green
State University (http://www.bgsu.edu), and Case Western Reserve University
(http://www.cwru.edu) offered the first master’s degree programs in OD in 1975, and Case
Western Reserve University began the first doctoral program in OD. Organization
development now is being taught at the graduate and undergraduate levels in a large
number of universities.43 In addition to the growth of professional societies and
educational programs in OD, the field continues to develop new theorists, researchers, and
practitioners who are building on the work of the early pioneers and extending it to
contemporary issues and conditions. The first generation of contributors included Chris
Argyris, who developed a learning and action-science approach to OD;44 Warren Bennis,
who tied executive leadership to strategic change;45 Edie Seashore, who keeps
interpersonal relationships and diversity in the forefront of practice;46 Edgar Schein, who
developed process approaches to OD, including the key role of organizational culture in
change management;47 Richard Beckhard, who focused attention on the importance of
managing transitions;48 and Robert Tannenbaum, who sensitized OD to the personal
dimension of participants’ lives.49 Among the second generation of contributors are
Warner Burke, whose work has done much to make OD a professional field;50 Larry
Greiner, who has brought the ideas of power and evolution into the mainstream of OD;51
Edward Lawler III, who has extended OD to reward systems and employee involvement;52
Anthony Raia and Newton Margulies, who together have kept our attention on the values
underlying OD and what those mean for contemporary practice;53 and Peter Vaill, Craig
Lundberg, Billie Alban, Barbara Bunker, and David Jamieson, who continue to develop OD as
a practical science.54 Included among the newest generation of OD contributors are Dave
Brown, whose work on action research and developmental organizations has extended OD
into community and societal change;55 Thomas Cummings, whose work on sociotechnical
systems, self-designing organizations, and transorganizational development has 13 14
CHAPTER 1 General Introduction to Organization Development led OD beyond the
boundaries of single organizations to groups of organizations and their environments;56
Max Elden, whose international work in industrial democracy draws attention to the
political aspects of OD;57 Richard Woodman, William Pasmore, Rami Shani, and Jerry
Porras, who have done much to put OD on a sound research and conceptual base;58 and
Peter Block, who has focused attention on consulting skills, empowerment processes, and
27. reclaiming our individuality.59 Others making important contributions to the field include
Ken Murrell, who has focused attention on the internationalization of OD;60 Sue Mohrman,
who has forged a link between organization design and OD;61 Chris Worley, who has
pushed the integration of OD with strategy and organization design;62 David Cooperrider
and Jim Ludema, who have turned our attention toward the positive aspects of
organizations;63 and Bob Marshak, who alerts us to the importance of symbolic and covert
processes during change.64 These academic contributors are joined by a large number of
internal OD practitioners and external consultants who lead organizational change. Many
different organizations have undertaken a wide variety of OD efforts. In many cases,
organizations have been at the forefront of innovating new change techniques and methods
as well as new organizational forms. Larger corporations that have engaged in organization
development include General Electric, Boeing, Texas Instruments, American Airlines,
DuPont, Intel, Hewlett-Packard, Microsoft, General Foods, Procter & Gamble, IBM, Raytheon,
Wells Fargo Bank, the Hartford Financial Services, and Limited Brands. Traditionally, much
of the work was considered confidential and was not publicized. Today, however,
organizations increasingly are going public with their OD efforts, sharing the lessons with
others. OD work also is being done in schools, communities, and local, state, and federal
governments. Several reviews of OD projects were directed primarily at OD in public
administration.65 Extensive OD work was done in the armed services, including the army,
navy, air force, and coast guard, although OD activity and research activities have ebbed and
flowed with changes in the size and scope of the military. Public schools began using both
group training and survey feedback relatively early in the history of OD.66 Usually, the
projects took place in suburban middle-class schools, where stresses and strains of an
urban environment were not prominent and ethnic and socioeconomic differences between
consultants and clients were not high. In more recent years, OD methods have been
extended to urban schools and to colleges and universities. Organization development is
increasingly international. It has been applied in nearly every country in the world. These
efforts have involved such organizations as Saab (Sweden), Imperial Chemical Industries
(England), Shell Oil Company, Orrefors (Sweden), Akzo-Nobel (The Netherlands), the
Beijing Arbitration Commission and Neusoft Corporation (China), Air New Zealand, and
Vitro (Mexico). Although it is evident that OD has expanded vastly in recent years, relatively
few of the total number of organizations in the United States are actively involved in formal
OD programs. However, many organizations are applying OD approaches and techniques
without knowing that such a t…
