COLLEGE DIVISION

<ORGANIZATIONAL DEVELOPMENT >

<PRELIMINARY EXAMINATION >

General Instructions:

1 .Log on to Google Meet 10 minutes before the scheduled exam.

2. The professor will send the exam paper to your Subject Google Classroom / OLOPSC email on the day of the exam.
Download the file and answer the questions.
3. You are given an hour and a half to answer the exam. Right after the exam turn in your test paper to your respective
Google Classroom.
4. Make sure your camera is turned on for the entire duration of the exam.
5. You are not allowed to leave the class/ meeting unless you are through with the exam. If you have any questions,
just raise your hand and the instructor or proctor will attend to you.
6. Sending messages to your classmates and referring to your module or any applications are automatically considered
as cheating which is subject to very serious sanctions as stipulated in the student handbook.

Specific Instructions (if any):

Please be reminded of the following while answering your exam:

1. Font Face – Arial

2. Font Size - 11
3. Font Color – Blue

Name: Jhade Peter M. Pilarco Date: 9/21/2022

Schedule: MW 3:00 pm - 4:00 pm Score: _____________

Summary of Scores:

Forms of Assessment Highest Possible Score Student’s Score

Test I – Identification 10
Test II – Essay 40
Total 50 / 50
Recommendation:

I. Identification: (10 Points)

Direction: Choose the right word from the box. Write your answer on the space provided.

increased business success fear of the unknown

adapting and continuing product and service enhancement
difficulty changing the mission and values continuous improvement
burnout lack of leadership
conflicting goals investigating the problem

continuous improvement 1.The OD process is created whereby strategies are planned,

implemented, evaluated, improved and monitored. Organizational
development is a proactive approach that embraces change
(internal and external) and leverages it for renewal.

increased business success
investigating the problem
2. Organizational development affects the bottom line in a variety of
ways. Through raised innovation and productivity, efficiency and
profits are increased. Costs are also reduced by minimizing
employee turnover and absenteeism. As OD aligns objectives
and focuses on development, product/service quality and
employee satisfaction are increased. The culture shift to one of
continuous improvement gives the company a distinct advantage
in the competitive marketplace.
3. Once the area for improvement is identified, companies conduct
investigation to learn why the problem exists, what the barriers
to improvement are, and what solutions have previously
 been attempted. This step can also include surveys or focus
groups and individual consultations.
fear of the unknown 4. Some employees are afraid to implement new plans because
they’re afraid of failure or reluctant to enter uncharted
territory. They may be cynical about change if past initiatives
failed, or they may think the organization is fine as it is.
Employees may directly express this fear by complaining
about new initiatives or passively by neglecting their part in
the process.

difficulty changing the mission and values 5. During periods of change, some employees may feel that
the company’s mission doesn’t align with the new initiatives.
This may cause resistance to change.

lack of leadership 6. Key leaders may leave an organization, forcing the

remaining employees to scramble to fill the gaps.
Additionally, current leadership may lack effective
communication or teambuilding skills. Each scenario can
make organizational change more difficult.

product and service enhancement
7. A major benefit of OD is the embracing of innovation, which
leads to ______________. Innovation is achieved through
employee development, which focuses on rewarding
successes and boosting motivation and morale. In this
scenario, employee engagement is high leading to
increased creativity and innovation. Organizational
development also increases product innovation by using
competitive analysis, market research and consumer
expectations and preferences.

conflicting goals 8. Sometimes, leaders disagree about a company’s ultimate

goals. This conflict often pertains to finances and
allocation of resources, sometimes stemming from poor
communication between management branches. These
issues can be handled proactively by instituting clear
communication channels before beginning new initiatives.

burnout 9. Change can be exhausting, and employees may

experience ________ if proper supports are
lacking. To avoid it, companies should keep the question
“Is this realistic?” at the forefront of all steps of the process
and ensure that employees are maintaining an
appropriate work-life balance.

adapting and continuing 10. Depending on the evaluation of the initial results, the
company may choose to adapt its plan. If the results
show success, it may continue with the current plan to
keep improving.
Essay (40 Points)

1. Discuss the 6 Common Challenges that come with organizational development processes. Give examples/
business scenario for each. ( 20 pts )

1. Discuess the 6 Common Challenges that comes with organizational

development processes. Give example/business scenario for each.

There are 6 common challenges that comes with organizational development

this are fear of the unknown, conflicting goals, burnout, lack of leadership,
lack of understanding of planned changes, and difficulty changing the mission and values.

1. Fear of the unknown

Fear of the unknown occurs when an employee or people is afraid of change. When implementing changes,
there is the possibility that you cannot control the circumstances and that you do not have enough information
to make accurate predictions, which causes some employees to be scared of change. To ensure that the
change becomes a permanent part of the corporate culture, all factors that contribute to it must be considered.
For example, when the manager of the organization reassigns employees to different job responsibilities and
positions. Reassigning employees will be a big change to the organization, employees might complain
because of their new job and responsibilities.

2. Conflicting goals
Organizations continuously face the challenge of achieving conflicting goals because of different ideas and
beliefs. This conflict often pertains to finances and allocation of resources, sometimes stemming from poor
communication between management branches. To handle this situation, make sure the two goals are clear
and the consequences of trying to accomplish and understand by the members. For example of conflicting
goals, a team leader in a call center company requires an employee to complete their work as quickly as
possible, while the manager tells the same employee that their goal is to complete the work to the best of their
ability, regardless of time limits. These two conflicting goals can result in disagreements between employees
and their managers.

3. Burnout
Burnout is workplace stress that has not been successfully managed by an employee that can cause feelings
of exhaustion or loss of energy and negative feelings because of lack of support and motivation. For example
of burnout, when an employee believes that they are not making a sufficient contribution to their organization,
or that their efforts are not appreciated. It will affect the employees morale and productivity.

4. Lack of leadership
Leadership is one of the most important factors in determining a company's success. Poor leadership can have
a negative impact on employee morale and even cause the company's bottom line to suffer. Example of lack of
leadership, if your team leader ignores the problem of some employees. Team leaders always ask why this
employee is slow on progress without even knowing the main problem. It is important to the leaders or
manager to reach out every employees problems because it may affect their
productivity. Team leaders or managers can motivate them.

5. Lack of understanding of planned changes

Changing plans is very common in an organization because of everyday challenges. Changes can affect the
employees especially when the idea is not well explained to them. It is really important to the organization to
explain every detail and steps to the employee to keep up with the changes. Example of lack of understanding
of planned changes, when the manager didn’t explain the changes to the employees well, it may affect the
employees’ productivity and efficiency because they didn’t understand the plan.

6. Difficulty changing the mission and values

Organization is aligning the mission and values in order to achieve goals but it may cause people to resist
change because they believe they will lose something of value or fear they will not be able to adapt to the new
ways. Example of difficulty changing the mission and values, if an employees' protests against the new
management policies, all workers are under pressure to work because of the new changes.

2. Think of an organization / business that is need of an organizational development. In each step supply what
should be done, policies that the company should have etc. ( 20 pts )

1. Identifying the area of improvement

 2. Investigating the problem
3. Creating an action plan
4. creating motivation and a vision
5. Implementing
6. Evaluating initial results
7. Adapting and continuing

Philippine Long Distance Telephone Company (PLDT)

The Philippine Long Distance Telephone Company (PLDT) is one of the internet service providers here in the
Philippines and most of the time they always get bad feedback from their customers because of their poor
services and slow internet connection. It is time to innovate and make new plans for their service to satisfy
customers.

1.Identifying the area of improvement

Philippine Long Distance Telephone Company is one of the internet providers in the Philippines. PLDT should
focus on competitiveness, especially on how they will provide good quality service and reliable internet
connection among the other internet providers in the Philippines.

2. Investigating the problem

Slow internet connection - We all know that PLDT's customer feedback is always negative because their
internet is slow, even if you get 50 to 100 mbps. Customers frequently complain about PLDT internet
disconnections and slowness.

Poor and slow service - When a customer's internet connection is lost, PLDT is slow to resolve the issue. They
always said they would follow up, but nothing ever happened.

Outdated technology - Since PLDT are using outdated technologies, providing customers with a good and
stable internet connection is impossible.

3. Creating an action plan

Slow internet connection - The Philippine Long Distance Telephone Company (PLDT) should join the
Philippine Exchange to speed up the Internet by interconnecting the networks.It means local users will have
shorter data routes, reducing latency cost.

Poor and slow service - The Philippine Long Distance Telephone Company (PLDT) should provide their
employees proper training in order to provide good quality service and select applicants with good capabilities
of skills and talent.

Outdated technology - The Philippine Long Distance Telephone Company (PLDT) should upgrade their
technology and network transformation. This training program will boost PLDT’s transport network
transformation project. With this in place, PLDT customers can look forward to faster seamless delivery
of customized digital experiences. This will also enable PLDT to manage traffic congestion, minimize network
outages, and launch new digital services faster.

4. creating motivation and a vision

Make incentive systems compatible with the workforce - Increase productivity and employee satisfaction,
reduce the turnover rate and improve employee work ethic by working more effectively and efficiently. PLDT
should strives to provide outstanding customer service by providing appropriate compensation and motivation
to employees and providing the equipment needed for operation to dominate the competitive market among
the internet provider in the Philippines

5. Implementing
The PLDT are occupied with the action plans needed to assess, designers are involved in developing the
internet connection and the actual reorganization.
PLDT's first step is to anticipate and understand the needs of the customer by reviewing feedback, from that
they will formulate ideas and solutions and they will resolve the problem. After formulating ideas to solve the
problem, PLDT should train their employees to provide a good quality service to the customers and deliver the
solution to the customer. PLDT investigates technologies that will help to solve the problems for the internet
connection. Once PLDT chooses the new technology they need, it is time to assemble an implementation
team. Implement the technology through a pilot program to work and train their employees to use the new tool.

6. Evaluating initial results

PLDT should evaluate for the improvement of joining the Philippine exchange and providing updated
technology will improve the internet connection they provide in their customers.Internet exchanges are an
essential component of the internet's structure, allowing internet service providers to connect directly to other
networks.
These exchanges have been shown to significantly improve the quality of internet connections while also
allowing ISPs to save on transit costs because an internet exchange simplifies data transfer between networks.
They should also evaluate their training and program they provide to the employees if it is effective and they
are working efficiently and effectively on providing good quality service.

7. Adapting and continuing

PLDT enables the business to work proactively and continuously to achieve long-term goals while quickly
adjusting those goals as needed. The adaptation for success implementation process is geared toward
meeting market needs, planning all business activities with the goal of efficiently meeting specific needs and
respecting local consumers' values. Continuing providing a good quality service and fast internet connection to
the customers will make changes to the PLDT company, not only the bad feedbacks but also the company
reputation and competitive advantage.
 Rubrics for Essay Questions
Score Completion Accuracy Comprehension Organization Conventions
The answer is All information Content Content is well- No major
complete. provided is demonstrates a organized and grammatical or
10 accurate. deep easy to read. spelling errors. No
understanding Points follow a more than two minor
of, and logical errors.
engagement progression.
with, the text(s).
8 The answer is All information Content Content is well- No major
missing slight provided is demonstrates organized and grammatical or
details accurate. understanding easy to read. spelling errors. No
of, and Points follow a more than five minor
engagement logical errors.
with, the text(s), progression.
6 The answer is Most Content Content is Some major and
missing multiple information demonstrates organized and minor errors that
details. provided is basic easy to read. don’t necessarily
accurate. understanding of Points follow a impair
the text(s). mostly logical communication.
progression.
4 Content Some Content Content may Major and minor
suggests lack of information demonstrates be unorganized errors significantly
preparation or provided is less than basic and difficult to weaken quality of
comprehension. accurate. understanding of read. Points do communication,
the text(s). not follow a although still
solidly logical comprehensible.
progression.
2 Content only A small Content Content is Communication
marginally amount of the demonstrates a unorganized, seriously impaired
related to the information is lack of illogical, and by multitude of
question/prompt. accurate. understanding of difficult to read. spelling/grammatical
the text(s). errors.
0 Content fails to None of the Content Content is very Multitude of major
meet the basic information demonstrates a poorly and minor errors
requirements of provided is complete lack of organized, make answer
the task. accurate. understanding of illogical, and incomprehensible
the text(s). difficult to read.
Prepared by: Reviewed by: Approved by:

MARIA CECILIA R. ONG, LPT, MBA REYLON TUNGOL, MBA ALETH G.REYES, DBA
Faculty Program Director- Business Administration and Dean
Entrepreneurship