ACTION PLANNING

Question 1

A plan that states what actions are
going to be taken, by whom, during what time
frame, and with what expected results.

Answer 1

Action plan:

Question 2

The resulting action plan to develop a new
advertising program should include much of the
following information:

Answer 2

1. Specific actions to be taken to make the
   program operational
2. Dates to begin and end each action
3. Person (identified by name and title)
   responsible for carrying out each action
4. Person responsible for monitoring the
   timeliness and effectiveness of each action
5. Expected financial and physical consequences
   of each action
6. Contingency plans

Question 3

(MBO):

Answer 3

Management By Objectives

Question 4

An
organization-wide approach ensuring purposeful
action toward mutually agreed upon objectives.

Answer 4

Management By Objectives (MBO):

Question 5

(TQM):

Answer 5

TOTAL QUALITY MANAGEMENT
Total Quality Management

Question 6

An
operational philosophy that is committed to
customer satisfaction and continuous
improvement.

Answer 6

TOTAL QUALITY MANAGEMENT
Total Quality Management (TQM):

Question 7

TQM has four objectives:

Answer 7

1. Better, less variable quality of the product and
   service
2. Quicker, less variable response in processes to
   customer needs
3. Greater flexibility in adjusting to customers’
   shifting requirements
4. Lower cost through quality improvement and
   elimination of non-value-adding work.

Question 8

TQM’s essential ingredients are:

Answer 8

• An intense focus on customer
  satisfaction
• Internal as well as external customers
• Accurate measurement of every critical
  variable in a company’s operations
• Continuous improvement of products
  and services
• New work relationships based on trust
  and teamwork