MG302 Ch 5

developing an action plan

a pool of twelve contingent call center workers who work at home will be hired and trained before april 15. these employees can be activated anytime hold times threaten to exceed 90 seconds

stretch goals

ambitious objectives, attainable only through imagination and innovation

setting a goal

based on data on how long people wait before hanging up, the manager decides the maximum time on hold should be 90 seconds

crisis planning

done to prevent or prepare for disasters whose onset is sudden and impact is potentially catastrophic

SWOT analysis

managers analyze the firm's internal strengths and weaknesses as well as its external opportunities and threats

planning

managers are engaged in ________ when they determine desired outcomes and the means to achieve them

operational goals

precise, measurable outcomes expected from departments, work groups, and individuals

operational goals

represent day-to-day objectives employees must meet to achieve tactical goals

SWOT analysis

strengths, weaknesses, opportunities, threats

reviewing process

on april 1, the manager sees that nine contingent call center workers have been hired and completed training. on june 30, call center data show 5 percent of calls are on hold for more than 90 seconds

appraising performance

on september 30, the manager reports that call center hold times for the summer construction season averaged 42 seconds, with 30 percent of all calls not being put on hold at all but 2 percent of calls exceeding 90 seconds of hold time. the plan is rated mostly successful

strategic goals

projected company-wide accomplishments

tactical goals

set by division heads, such as a vice president or director. projected accomplishments for a large segment of the organization