GMS 200 Study Guide - Final Guide: Total Quality Management, Customer Relationship Management, Cost Leadership

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 200
• Professor: Horatio Morgan

Document Summary

Planning: is the process of setting objectives and determining how to accomplish them. The planning process: define your objectives: desired outcomes, determine where you stand vis- -vis objective: evaluate current accomplishments. Know your strengths and weakness: develop premises regarding the future conditions: anticipate future events, analyze alternatives and make a plan. External: ethical expectations, government regulation, uncertainties of a global economy, change in technology. Internal: operating efficiencies, new structures and technology. Planning improves flexibility, action orientation and coordination and control. Planning is about providing direction for the organization, and for walmart this direction comes from its: Basic believes (respect for the individual, service to our customers, striving for excellence) Customer service rules (sundown, ten-foot rule (smile to customers, every day low prices rule: what did we identify as the main responses of loblaws to the entry of walmart in the. They are having problems because of competitors. Canadian grocery industry, loblaw"s could be in for the more difficult days ahead.