QUESTION 1: Read the following and answer the question that follows.

Fred Fryers Donuts (Scenario) Since the integration of two new stores in Littleville, U.S., Fred Fryers Donuts, Inc., has recognized that there is a need for reengineering the entire organization. The main need is to install new state-of-the-art kitchen equipment in the seven remaining stores, and then dispose of all old equipment to a salvage dealer at three-fourths of the book value, or a loss of $2,000 per store. This means that employees will have to be trained to operate the new computer programmed equipment. Fred is setting up the main store as a training store. Employees from the other stores will train at the main store for the 5 days that their respective stores equipment is being converted. The regular employees from the main store have the responsibility of instructing the classes or overseeing the installation of the new equipment and testing its operation before that stores employees return from training. The organization is also implementing teams to replace the old employee reporting system. Ordering of materials will now be done by an intranet among the stores and the corporate purchasing function. Fred has promised that no one will lose his or her job because of the reengineering organizational changes. He estimates that when the employees get to the computer programming training, as many as 10 percent of the current employees will resign or retire. The planned opening of a new store in nowhere will absorb any excess employees due to the efficiency of the new equipment. What steps should Fred and the team leaders take if they need to overcome employee resistance? ANSWER 1: INTRODUCTION TO THE CASE: The above case study is about a U.S. based Fred Fryers Donut Inc... Its owner, Mr. Fred, is planning to upgrade his donut business by implementing the following changes in his various branches:

Installing new state of the art kitchen equipment in place of the old one. Installing an intranet network for inter-branch communication.

By introducing the above up gradations in his branches, Mr. Fred is making an effort towards automating his business i.e. he is trying to bring technological changes in his business. The most probable reasons for bringing these changes could be: 1. Prospects of earning better profits. 2. Time saving in making donuts, means quicker delivery.

3. And, could be employee layoff too, because he expects 10% employee to resign or retire due to these changes. EFFECTS OF THESE CHANGES:

Any kind of changes in any organisation, businesses etc. are obvious to create resistance from the employees. A simple reason for this resistance is that employees just dont like changes. In the case of Fred Fryer Donut Inc. also this resistance is apparent to occur. Some of the reasons behind this resistance are: o Some employees resist just because they hate changes. o Some employees resist because they dont like change being enforced on them. o Some employees resist because they dont like the discomfort that the transition brings. o Some employees resist change due to fear of losing the job or their current job position or demotion. o Some employees resist because of the doubt in their own capabilities of accepting and dealing with the change. Etc. All the above mentioned reasons and many others are the main cause behind the resistance to change. While bringing the changes in his business Mr. Fred is also likely to face resistance for any of the above reasons, hence he should prepare himself and think of proper measures in advance for managing this resistance. These measures are discussed in the next section. OVERCOMING EMPLOYEE RESISTANCE: Adopting new technology, implementing innovation are the integral components for running a successful organization in current ever changing business environment. Technological development is happening at such a high pace that without making the appropriate changes, no business can work for long. Thus change has become an inevitable and necessary factor in any organization or business today. That is exactly what Mr. Fred has recognized and trying to do.

A change cannot be ignored just because employees resist it, also it cannot be enforced. Instead, understanding the resistance to change can help in anticipating resistance, identifying its sources and reasons, and modifying efforts to manage the issues of change to ensure the success of change efforts. The management of every organisation should try to manage this change in order to bring the transition as smoothly as possible. As the leader, Mr. Fred must take the time to understand resistance, from several different angles before it is conquered. He should then make an effort towards managing the resistance to change or apply proper methods to overcome the employee resistance. Some of the steps or points that can be followed for this purpose are explained below: Encourage Employee Participation A manager should try to encourage participation from the employees. Actively involving the employees in the change process from the beginning solicits some commitment from the employees to accept the change. Mr. Fred is doing the right thing by incorporating some of his existing employees to train other employees. By including employees for training other employees, there exist more chances to gain their support. Communicate with your Employees Communicating as much information as possible to the employees on a regular and timely basis also helps in bringing the change smoothly. When a change is about to occur, employees get anxious about learning new things and have a fear of making mistakes. Employees need to read and digest as much information as they can to get used to the changes coming their way. Communicating and educating the employees regarding the status of the change nicely also helps in reducing the surprise element that change generally creates. Motivate Employees Successfully motivating employees can bring a lot to the organization. A positive motivation philosophy and practice not only improves productivity, quality, and service but it can also help in reducing employee resistance to change. Motivating helps in: achieving change smoothly. gaining a positive perspective towards change; creating the power to change; building self-esteem and capability in the employees, helping employees in their own development.

Implement Diagnostic Tools There are several diagnostic tools that a company can use to identify and overcome resistance to change when implementing a major change. An example of such a tool is Force Field Analysis which diagrammatically visualizes the forces that act for and against an impending change. This may

help employees in understanding and accepting the changes being implemented. A sample of a Force Field analysis diagram:

The force field analysis presents the companys current situation and the situation after the change. It shows both the pros and the cons of implementing the decision. By depicting that the company has considered all options, it may be able to reduce some of the opposing force. Showing that the company has taken into consideration the impact that the change will have on the employees may help reduce some of the resistance to change. Listen to Employees Listening to the employees concern and their problems is as important as communicate them about the change. Mr. Fred should try to let his employees know that hes open for their opinions. Listening encourages employees to discuss their issues openly, leading to better understanding of the reasons behind resistance. Some other measures that can be taken are: Be open and honest. Provide guidance and support to employees. Arrange T & D programs, which Mr. Fred is already planning to conduct. Do not try to break resistance by threats or coercion. And finally give employees enough time to absorb the news and prepare themselves. CONCLUSION: With globalization, demographic shifts, and the emergence of new global markets, it is plainly apparent that the organizations with the greatest ability to quickly adapt to change will be the ones that will reap the greatest rewards. 4

And surely, by adopting the strategies outlined above, the owners of these organizations will also see great benefits accommodating with change. QUESTION 2: Technology is a cornerstone of a Nations prosperity, the primary source of our economic competitiveness, and a constant presence in our everyday lives. In this context bring out the role of Government in Technological development in India. (Take any sector of your choice). ANSWER 2: ROLE OF GOVERNMENT IN IT SECTOR Introduction: In last two decades, advances in information and communications technologies have revolutionized government, scientific, educational, and commercial infrastructures. Powerful personal computers, high-bandwidth and wireless networking technologies, and the widespread use of the Internet have transformed stand-alone systems and predominantly closed networks into a virtually seamless fabric of interconnectivity. The types of devices that can connect to this vast information technology (IT) infrastructure have multiplied to include not only fixed wired devices but mobile wireless ones. A growing percentage of access is through always available connections, and users and organizations are able to interconnect across physical and logical networks, organizational boundaries, and national borders. Due to this connectivity, the volume of electronic information exchanged through what is popularly known as cyberspace has grown dramatically and expanded beyond traditional traffic to include multimedia data, process control signals, and other forms of data. Thus IT has become an integral part of the all parts and sector of the country. The IT infrastructures interconnected computers, servers, storage devices, routers, switches, and wire line, wireless, and hybrid links support the functioning of such important national capabilities from power grids and emergency communications systems to financial systems, and air trafficcontrol networks. IT also enables large-scale processes throughout the economy, facilitating complex interactions among systems across global networks. Their interactions propel innovation in industrial design and manufacturing, ecommerce, e-governance, communications, and many other economic sectors. IT provides for the processing, transmission, and storage of vast amounts of vital information used in every domain of society, and it enables government agencies to rapidly interact with each other as well as with industry, citizens, state and local governments, and the governments of other nations. IT Sector:

Information Technology (IT) industry in India is one of the fastest growing industries. The Indian Information Technology industry accounts for a 5.19% of the country's GDP and export earnings, while providing employment to a significant number of its tertiary sector workforce. More than 2.5 million people are employed in the sector either directly or indirectly, making it one of the biggest job creators in India and a mainstay of the national economy. In 201011, annual revenues from IT-BPO sector is estimated to have grown over US$76 billion compared to China with $35.76 billion and Philippines with $8.85 billion. India's outsourcing industry is expected to increase to US$225 billion by 2020. The Indian Information Technology sector can be broadly classified into the following categories: IT Services Engineering Services ITES-BPO Services E Business

However the origin of IT in India occurred under unfavorable conditions. Local markets were absent and government policy toward private enterprise was hostile. The industry was begun by conglomerates which entered the business by supplying programmers to global IT firms located overseas. During that time Indian economy was state-controlled and the state remained hostile to the software industry. Import tariffs were high and software was not considered an "industry", so that exporters were ineligible for bank finance. Government policy towards IT sector changed when Rajiv Gandhi became Prime Minister in 1984. His New Computer Policy (NCP-1984) consisted of a package of reduced import tariffs on hardware and software, recognition of software exports as a "de-licensed industry", i.e., henceforth eligible for bank finance and freed from license-permit, permission for foreign firms to set up wholly-owned, export-dedicated units and a project to set up a chain of software parks that would offer infrastructure at below-market costs. These policies laid the foundation for the development of a world-class IT industry in India. Today, Indian IT companies such as Tata Consultancy Services (TCS), Wipro, Infosys, HCL are renowned in the global market for their IT prowess. Some of the major factors which played a key role in India's emergence as key global IT player are: o o o o o Highly skilled human resource. Initiatives taken by the Government. Cost competitiveness. Quality infrastructure. Better education system.

Role of Government:

Governments, all over the world have been involved with technology for different purposes throughout human history. Modern governments employ technology to stimulate economic growth, improve their citizens standards of living, and pursue missions in many other areas, including environment, public health, and defense. The involvement of government with technology, results in promotion or development of technology, regulation of technology, and use of technology in government policy making. Governments support the development of technology both directly and indirectly. Direct funding of research and development (R&D) provides government with a means of shaping technologies according to public policies. Government investments help build the nation's long-range scientific and technological strength. Direct funding of R&D is a major function of government in virtually all industrialized countries and has grown sharply in the past half-century, in concert with the increasingly technological nature of society and the growing role of technology in the world economy. Governments also provide indirect support for technology development. Some of this support takes the form of subsidies to the private sector through tax codes. Most industrial nations encourage industrial firms to invest in R&D by allowing 100 percent of R&D expenses to be deducted from a firm's income tax. Australia, where industrial investment in R&D has long been regarded as insufficient for the nation's long-term economic growth, allows a 125 percent deduction. With this mechanism, governments can increase industrial investment in R&D while allowing individual firms to choose technologies and R&D projects according to their own needs and judgment. Other indirect mechanisms that governments use to support technology development include regulation and creation of a suitable environment for technological innovation. Another important way in which governments are involved with technology development is through the establishment of standards. From keeping exact time to ensuring that one person's or company's inch, centimeter, or kilogram is exactly the same as another's, or that a bolt with a certain thread specification fits into a nut with that thread, or that a nation's television receivers are compatible with its broadcasters, standards are fundamental to technology, commerce, and trade. Along with its development, technologies raise issues that create demands for government regulation. These issues may involve human health and safety or the environment, allocation of technological resources, protection of consumers from fraudulent or defective products, social goals, such as bringing the benefits of technology to diverse populations or geographic regions, or political goals, such as preventing the acquisition of technologies by foreign enemies, economic rivals, or terrorists. At times, the issues may also involve ethics, as in the case of research involving human embryos and reproductive cloning. All these issues require proper attention from the government. Without their proper regulation from the government these issues have the capability to become injurious and harmful for or these

technologies can be misused. All the countries have government agencies that are responsible for regulation of technology concerning these issues. Threats like cyber attacks, identity theft and financial frauds have made it necessary for Government to take strategic interest towards the concern. The Government plays a very important role in cyber security assurance in the form of long-term strategies. Governments responsibilities in long-term investment and fundamental research enables development of new concepts, technologies, infrastructure prototypes, and trained personnel needed to spur on next-generation security solutions. In this direction, the deliberations of the National Information Board (NIB), National Security Council (NSC) have stressed the importance of a national strategy on cyber security, development of national capabilities for ensuring adequate protection of critical information infrastructures including rapid response and remediation to security incidents, long term investments in infrastructure facilities, capacity building and R&D. Public-private partnership is also a key component of Cyber Security Strategy. These partnerships can usefully confront coordination problems and help in generating fundamental technological advances in the security of the Nations IT infrastructure. They can significantly enhance information exchange and cooperation. Public-private engagement will take a variety of forms and will address awareness, training, technological improvements, vulnerability remediation, and recovery operations. Conclusion: The vast amount of resources that governments, industrial firms, universities, and other organizations worldwide are investing in research and development and the growing demand for technological products and technological solutions to the problems of poverty, illness, environmental degradation, and global insecurity virtually ensure that the rate of technological change will only accelerate in the twenty-first century. The changes will continue pose new challenges for government. Some of these challenges may be foreseen; most will not. The course that emerging technologiesnanotechnology, biotechnology, robotics, and morewill take in coming years is uncertain. What is certain, however, is that the future of government and the future of technology are inseparably linked. An Example- Hyderabad: The IT Hub.

The potential to sustain long-term IT growth coupled with proactive initiatives from the Andhra Pradesh government have transformed Hyderabad in to India's fastest growing IT hub. Andhra Pradesh Chief Minister Chandra Babu Naidus bid to turn Hyderabad into "Cyberabad" has paid off. The Memorandum of Understanding (MOU) signed between the state Government and Microsoft in October 1997 was the turning point for Hyderabad, and after that a host of IT companies have set up their centers in Hyderabad. Also the state's initiative of development of the successful Hitec City in Hyderabad and policy initiatives aimed at bolstering investment, has led the IT development being gradually spreading to other cities within the state. Due to all these facts, Hyderabad has emerged as a strong contender to Bangalore as Indias strongest IT hub. Irrespective of the Telangana agitation, Hyderabad has emerged as the most favored state for information technology (IT) giants. Many IT majors have recently announced huge expansion plans that will create three lakh new jobs. Two multinationals JP Morgan and the United Health Group have shown interest about opening their India operations centers in Hyderabad. Existing companies like Tata Consultancy, Wipro, Accenture, Infosys, Virtusa and Honeywell too have informed the government that they are going ahead with their expansion plans in spite of disturbances. Thus the significant infrastructure development and the governments recognition of the IT sector as one of the most important economic drivers for the state has led to the emergence of Hyderabad as the prime IT hub of Andhra Pradesh.

QUESTION 3: Critically analyze Edward De Bonos contribution to Creativity & Problem Solving. ANSWER 3: Problem solving Problem-solving is a mental process that involves discovering, analyzing and solving problems. When something creates a problem, the performance of the situation drops. Problem solving deals with finding out reasons behind the problem, and then figuring out ways to fix the problem. The objective is to get the situation to where it should be. Problem solving is a natural part of life. In any business or industry, the ability of an employee to solve problems can mean the difference between success and failure. Lacking the ability to solve problems effectively can be a source of anxiety and stress for any individual. Problem solving is not an exact science, although there are guidelines that a person can follow to become a successful problem-solver. However, the way in which a problem can be solved largely depends on the prevalent situation. In some cases, people are better off learning everything they can about the issue and then using factual knowledge to come up with a solution. In other cases, creativity and insight are the best options. Solving a problem creatively is known as creative problem solving, which is discussed next. Creative Problem Solving: Lateral Thinking Creative problem solving is a method of solving problems in an indirect and unconventional manner. It involves creativity. Creative Problem Solving is going beyond conventional thinking and arriving at creative and useful

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solutions. Creativity is solving problems in new and better ways. Creativity is becoming truly innovative and uncovering new, different opportunities. Flexibility and open-mindedness is an essential part of being able to solve problems creatively. To solve a problem creatively, lateral thinking or creative thinking is necessary. Creative thinking and problem solving are actually just two different sides of the same coin, using problem solving techniques to tackle a problem from a different perspective is itself being creative. And being creative means thinking out of the box. Lateral thinking is solving problems through an indirect and creative approach, using reasoning that is not immediately obvious and involving ideas that may not be obtainable by using only traditional step-by-step logic. The term lateral thinking was given by Edward de Bono. He has also referred the creative or lateral thinking as Green Hat thinking in his book The Six Thinking Hats. All these six hats are of different colors and are considered as different ways of thinking. These are explained briefly below. Edward De Bonos Six Thinking Hats The de Bono Six Hats system is a thinking tool for group discussion and individual thinking. Combined with the idea of parallel thinking which is associated with it, it provides a means for groups to think together more effectively, and a means to plan thinking processes in a detailed and cohesive way. The premise of the method is that the human brain thinks in a number of distinct ways which can be identified, deliberately accessed and hence planned for use in a structured way allowing one to develop strategies for thinking about particular issues. Dr de Bono identifies six distinct states in which the brain can be "sensitised". In each of these states the brain will identify and bring into conscious thought certain aspects of issues being considered. Coloured hats are used as metaphors for each state. Switching to a state is symbolized by the act of putting on a coloured hat, either literally or metaphorically. These metaphors allow for more complete and elaborate segregation of the states than the preconceptions inherent in people's current language. All of these thinking hats help for thinking more deeply. The six thinking hats indicate problems and solutions about an idea or a product you might come up with.

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A brief description of all the hats is as follows: White Hat: This hat is neutral and objective. This thinking focuses on data, facts, information known or needed. Red Hat: Red Hat thinking focuses on feelings, hunches, gut instinct, and intuition. It suggests anger, rage and emotions, hence its all about emotions. Black Hat: Black Hat thinking focuses on difficulties, potential problems. Black is somber and serious. The black hat is cautious and careful. It points out the weaknesses in an idea. Yellow Hat: Yellow Hat thinking focuses on values and benefits. Why something may work. Yellow is sunny and positive. The yellow hat is optimistic and covers hope and positive thinking. Green hat: Green Hat thinking focuses on creativity: possibilities, alternatives, solutions, new ideas. Green represents grass, vegetation and abundant, fertile growth. The green hat indicates creativity and new ideas. Blue Hat: Blue Hat thinking focuses on managing the thinking process, focus, next steps, action plans. Blue is cool. The blue hat is concerned with control, the organization of the thinking process and the use of the other hats.

The Green Hat: New Ideas The green hat represents creative thinking. The green colour symbolizes fertility and growth. The green hat puts forward new ideas. It lays out both obvious and fresh options and alternatives. Green hat seeks to modify and

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improve suggested ideas. The green thinking hat is concerned with new ideas and new ways of looking at things. Green hat thinking is concerned with escaping from the old ideas in order to find better ones. Green hat thinking is concerned with change.

Its the hat of thinking new thoughts. It is based around the idea of provocation and thinking for the sake of identifying new possibilities. Things are said for the sake of seeing what they might mean, rather than to form a judgement. Normal thinking uses judgement. Green hat thinking, however, replaces judgement with movement. Movement uses an idea for its forward effect, i.e., where it will get us what it will lead to. In effect it uses an idea to move forward. Green hat thinking encourages us to go beyond the known and the obvious and the satisfactory. The green hat thinker uses the creative pause to consider, at any point, whether there might be alternative ideas. Provocation, an important part of green hat thinking, is used to break the usual patterns of thinking. Green Hats metaphorical role The metaphorical role of the Green Hat is The Seedling. A seedling sprouts from the ground and grows meticulously and persistently expanding its leaves and branches in all kinds of unexpected directions. In exactly the same fashion a Green Hat instills an ever growing and expanding sense of unpredictability into the thought process. The Green Hat isnt controlled by rules or limitations. It knows and understands that it is free to think beyond the norms and boundaries of reality. As a result it brings forth a myriad of creative and mind-bending ideas that expand the possibilities and bring to light unique and seemingly unexpected solutions. Objectives of Green Hat 13

Throughout the problem solving thinking process, the Green Hat has a set of predefined objectives that it seeks to accomplish. By successfully attaining these goals, it is better able to synchronize its habitual thought patterns with the other thinking Hats, thusly leading to a more efficient and effective process of thinking that brings to light a greater array of solutions and opportunities. Lets take a look at each of these objectives in a little more detail: Expand Thinking & Awareness The primary role of the Green Hat is to expand the possibilities of reality in surprising and unexpected ways beyond box-like thinking methods. It seeks new strategies, tactics and ways of thinking about the problems in your life, and twists them in multi-dimensional directions that lead to new insights, answers and understandings about the problem and the accompanying solutions that may not have been evident before. Bend the Rules of Reality The Green Hat isnt constricted or constrained by the standard rules of thinking about a problem. It understands that rules are made to be broken, and so it goes out there and breaks every rule of thought that has ever existed. Always thinking, expanding, analyzing, daydreaming and manifesting crazy and wacky ideas that may not initially make any logical sense at all. Its not the Green Hats responsibility to live in the logical realm that is something that the other Thinking Hats do very well. Its responsibility is rather within the realm of fantasy and free-flowing lateral thinking that breaks boundaries and looks beyond the veils of what is perceived within physical reality. And it is this method of thinking that brings to light the most improbable ideas that could very well turn your problems upside down. Provide Creative Ideas & Solutions The Green Hat utilizes a number of incredibly effective Creative Problem Solving techniques and strategies that help to expand its awareness and thinking about the problems confronting your reality. These techniques bring forth unique ideas and solutions that challenge the other Thinking Hats in surprising and unpredictable ways effectively forcing through new insights that may never have been considered before. Instill New Perspectives Finally, the Green Hats process of thinking presents the other Hats with new perspectives and ways of looking at the problem and its possible solutions from a multitude of unique angles and roles. This successfully breaks down the boundaries of awareness and understanding about the challenges confronting your reality.

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