Chapter 22; Making Decisions About Program Services

Question 1

why would one agency required many different types of management attention?

Answer 1

its likely that each program would be at different stages in the program life cycle

Question 2

implementing program modifications should be ____ based and well _____

Answer 2

data based and well planned

Question 3

is eliminating a program a modification?

Answer 3

yes but it must be done smartly so that adverse impact doesn’t occur to the organization

Question 4

what is the program life cycle (not the steps)?

Answer 4

final step in the program development cycle, where you decide whether to continue with no changes, modify or terminate

Question 5

What are the 5 steps of the program life style?

Answer 5

introduction
Growth
Maturation
Saturation 
Decline

Question 6

what three factors lead to successful new service?

Answer 6

thorough market research
well planned-implementation
continual monitoring & ongoing support of the new service

Question 7

what happens during the introduction phase?

Answer 7

launching and introducing the new program to people, giving customers new knowledge, persuading them to participate

Question 8

what happens during the growth phase?

Answer 8

number of patrons grows rapidly, have to deal with increasing the demand (more staff, larger area, more event times) - must meet demand sot make organization look good

Question 9

what happens in the maturation stage?

Answer 9

program growth slows and number of patrons l growth slows down, usually the longest stage for a program

Question 10

what happens in the saturation phase

Answer 10

when growth levels off and enrolment is almost entirely repeat business so its important to take care of regulars

Question 11

what are the 4 strategies for maintaining enrolments?

Answer 11

market leadership
market challenge
market follower
market targeting

Question 12

what is market leadership?

Answer 12

taking leadership in program innovation, to maintain agencies position as the best provider of this service

Question 13

what is market challenge?

Answer 13

challenging the market leader through price discounts, program innovation, improved service or better distribution

Question 14

what is market follower?

Answer 14

duplicating the market leader but lowering prices and keeping high quality

Question 15

what is market targeting?

Answer 15

identifying a unique group and trying to get them

Question 16

what happens in the decline phase?

Answer 16

falling enrolments, must try to revitalize the program or allow it to die to not lose money

Question 17

what is a life cycle audit?

Answer 17

finding where the program is currently in the life cycle

Question 18

what can happen when implementing program modifications?

Answer 18

core group of participants might not want change, can lose people

Question 19

why must birth and death of programs happen?

Answer 19

to keep a healthy organization

Question 20

what is bad about not eliminating programs?

Answer 20

costly
programs are some peoples “babies”,
adding and not eliminating is a bad idea