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

2. Objectives and Strategies Objectives Strategies Policies Evaluate/Revise Standards Procedures Figure 3.2

3. Strategic Planning External Scan(O/T) Mission/Vision Internal Audit(S/W) Forecast LTO STO Strategies Tactics Implement Revise/Evaluate Figure 3.3

4. Objectives/Strategies CPM 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 Figure 3.4

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

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

7. System Analysis Obvious Problem Symptoms Symptom Categories Feasibility 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? Yes-Next Problem No-Revise Figure 3.8

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