Approximately 4% of dissatisfied customers give feedback.
That means a staggering 96% of unhappy customers don’t say anything, they just never come back to your business.
Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Yes No If No, you may skip the rest of this questionnaire. If Yes, what year was your most recent strategic plan completed? What was the principal impetus for developing this strategic plan? The CEO Centrally Moderately Peripherally or not at all The executive team Centrally Moderately Peripherally or not at all Senior managers Centrally Moderately Peripherally or not at all Middle level managers Centrally Moderately Peripherally or not at all Lower level managers Centrally Moderately Peripherally or not at all Employees Centrally Moderately Peripherally or not at all External stakeholders Centrally Moderately Peripherally or not at all Consultants Centrally Moderately Peripherally or not at all 6.
Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages. A legislative requirement An executive mandate from the governorâs office or central executive agency The departmentâs own initiative. To what extent does your departmentâs strategic plan consist of (1) strategies that are implemented through particular functional divisions or other organizational units, versus (2) cross-functional strategic initiatives that are implemented across all units or through special projects outside the normal structure?
Yes No If Yes, what kind of problems were they, and how have you tried to overcome them? Does your department currently have a statewide transportation systems plan in effect? If Yes, is it a project specific plan, a conceptual plan, or more of a policy plan? Identical, or nearly identical Overlapping, and strongly aligned Overlapping, but with possible inconsistencies Complementary, and highly compatible Complementary, but with possible inconsistencies Other. If there are inconsistencies between the strategic plan and the transportation systems plan, please describe: 36.
Has this created difficulties regarding implementation of your strategic plan?You are being asked to provide information on strategic planning and management in your department. (Use a scale from 1 to 10 where 1 indicates âlittle emphasisâ and 10 indicates âstrong emphasis.â) _____ Transportation system preservation _____ Transportation system enhancements _____ Safety _____ Congestion mitigation _____ Environmental stewardship _____ Economic vitality _____ Customer service, customer satisfaction, customer relationships _____ Financial viability _____ Working relationships with partners and suppliers _____ Improved management capacity, organizational effectiveness _____ Employee development, morale _____ Improved operational efficiency, productivity, and internal processes. If Yes, how ambitious would you say these goals and/or objectives are?Your responses will provide valuable input to the development of a synthesis report on this crucial topic. Not particularly aggressive Aggressive, but realistic Overly aggressive, possibly somewhat unrealistic. Does your departmentâs strategic plan present particular strategies, initiatives, action items, or approaches for accomplishing these strategic goals and objectives? To what extent has your department been successful in actually achieving the strategic goals and objectives defined by your strategic plan?A well thought out survey of a prospective client’s needs, budget and desired outcomes can ensure that you are both on the same page.Understanding what your employees like (and don’t like) about their job can go a long way towards retaining them.The asset management program constitutes the strategic plan The asset management program is being developed within the overarching framework of the strategic plan The strategic plan exists within the overarching framework of the asset management process They are separate and largely independent of each other Other. Has your department encountered any problems regarding inconsistencies between the strategic plan and the asset management program?Yes No If Yes, please describe any particular challenges you have encountered in this area and how you have tried to approach them. Do you have any additional comments or observations regarding your departmentâs strategic planning and management process that might be helpful for this research? Poister Phone: 404-651-4594 Department of Public Administration FAX: 404-651-1378 Georgia State University Atlanta, Georgia 30303-3083 Email: [email protected] provide the following information for someone from your department who may be contacted to obtain any needed follow-up information. Has your department completed a strategic planning process in the past five years? Please indicate the extent to which each of the following was involved in developing this strategic plan.Very successful Somewhat successful Not particularly successful. Does your department require district or regional offices, and/or functional divisions or units, to develop annual or multiyear business plans or operating plans that directly contribute to accomplishing your overall strategic goals and objectives? If Yes, are these business or operating plans submitted to top management for review and/or approval in order to assure that they are directly aligned with the departmentâs strategic plan? Do you have any particular comments regarding your approach to, or the effectiveness of, using performance measures to manage your strategic plan? Have you encountered any particular problems involving partisan politics in your state in trying to develop an appropriate strategic plan and implement it effectively?An employee satisfaction survey can show you where you can improve the working environment and increase employee engagement.Questionnaires don’t all follow a universal format.