1. Strategy formulation presupposes a set of goals and objectives. Why aren't goals and objectives obvious?
What characteristics of people and organizations can make setting goals and objectives difficult?
Objectives function at various levels of scope and specificity. Objectives need to be prioritized, or ranked.
What techniques assist managers in ranking objectives?
What obstacles stand in the way of achieving agreement as to the ranking of objectives and prioritizing tasks?
2. How is it possible for individuals and organizations to fail to focus on customers?
Some functions can have both internal and external customers (e.g., marketing).
What are the similarities and the differences between serving internal and external customers.
Describe customer focus strategies - internal or external - from you own experience.