1. Strategic Planning Process External Scan Internal Audit Mission Forecast LTOs Strategies Policies Standards STOs Tactics Procedures Implement Figure 3.1

2. Standards Procedures Objectives Strategies Policies Objectives and Strategies Figure 3.2

3. Strategic Planning External Scan(O/T) Mission/Vision Internal Audit(S/W) Forecast LTOSTO StrategiesTactics Implement Revise/Evaluate Figure 3.3

4. Hotel California—Such a lovely place! Objective: Increase sales by 25% over last year in all revenue operating areas by December 1, 2004. S1 Direct marketing project through E- Commerce system by April 1, 2003. S2 Complete rooms, retail, recreation, and F&B upsell program by Sept. 30, 2003 S3 Roll-out sales commission plan by October 20, 2003. O/S J F M A M J Ju A S O N D O1 S1 S2 S3 Objectives/StrategiesCPM Figure 3.4

5. Management Decisions Strategic Tactical Supervisory Structured Unstructured Decisions Figure 3.5

6. System Investigation Problem? Symptom? Inputs Transformation Process People? Materials? Systems? Where is the real problem? Figure 3.6

7. System Analysis Obvious Problem Symptoms Symptom Categories Real Problem(s) Solution Alternatives Alternatives Analysis Figure 3.7

8. System Design, Implementation and Evaluation Alternatives Analysis Solution Design Solution Implementation Solution Evaluation & Revision Did it solve the obvious problem in a feasible manner? No-ReviseYes-Next Problem Figure 3.8

9. Weeks 1 2 3 4 5 6 7 8 9 10 11 S1 S2 S3 S4 Turnaround Intervention CPM Figure 3.9