18) Shortly after a new automated quality assurance system was deployed, a firm's production output dropped by five percent. The shift manager blamed the new system, declaring that "after we laid off staff, nothing went as fast." This is an example of dealing with change by A) deterrence. B) projection C) avoidance. D) aggression 19) A newly installed robotic vacuuming system stopped working. A service technician was called to repair the robots. The technician found that water had been placed into the robot's path, causing it to malfunction. This is an example of dealing with change by A) deterrence B) projection. C) avoidance. D) aggression. 20) Dysfunctional employee behavior in response to implementation of a new computerized information system is likely to be the result of A) poor human resource policies. B) lack of communication and training C) weak system controls. D) inadequate compensation policies. 21) Significant system changes were implemented two months ago. The changes were well- planned, well-designed, thoroughly tested before and after conversion, and several employee training sessions were conducted. Still, the changes haven't resulted in any productivity increases, cost savings, or process improvements. Management is puzzled and needs to find out why the system isn't successful. The best action for management to take is A) conduct face-to-face interviews with managers, key personnel, and randomly selected employees from each functional area impacted by the system changes in an attenpt to discover why the changes aren't effective B) make sure the system changes were well documented and review the documentation to see if perhaps some important feature or process was overlooked during the design phase. C) e-mail a series of questions to all employees, asking for input about further changes that would bring about the desired results. D) advise employees that consultants will be conducting observation sessions over the next two weeks to determine if employees have fully implemented changes and whether there is any evidence of resistance to the changes. 22) What are the best strategies for determining system requirements? A) Analyze existing systems, ask users what they need, prototyping, and monitoring B) Ask users what they need, analyze existing systems, develop concept of new system, and prototyping. C) Ask users what they need, analyze existing systems, examine existing system utilization, and prototyping. D) Ask users what they need, analyze existing systems, examine existing system utilization, and develop concept of new system