Goal

Not Specific

Not Measurable

Not Result$-$Oriented

Not Time$-$Bound

To buy a new set of Michelin tires and change the oil using four quarts of $10$W$-30$ oil in my car by September $15$

To erect a four$-$foot$-$high stone retaining wall around the outer perimeter of the pool

Read the following scenario. Then in the table below, match each of the activities to the management by objectives step it represents.

Management at Work

Before any digging takes place on someone$$s property, it is important that all underground electrical wires, cable wires, water$/$sewer pipes, and gas mains have been marked. Marking prevents the digger from accidentally encountering these underground hazards. A state has set up a hotline for people to call before they dig. The manager overseeing the hotline knows that if callers are kept on hold for very long, they may hang up and begin excavation without getting their property marked. Therefore, keeping wait times down is important. To achieve this objective by the beginning of the busy summer construction and gardening season, the manager has decided to use management by objectives $($MBO$).$

Answer

Activities

Management by objectives step

Setting a goal A$.$ On September $30,$ the manager reports that call center hold times for the summer construction season averaged $42$ seconds, with $30$ percent of all calls not being put on hold at all but $2$ percent of calls exceeding $90$ seconds of hold time. The plan is rated mostly successful.

Developing an action plan B$.$ On April $1,$ the manager sees that nine contingent call center workers have been hired and completed training. On June $30,$ call center data show $5$ percent of calls are on hold for more than $90$ seconds.

Reviewing progress C$.$ Based on data on how long people wait before hanging up$,$ the manager decides the maximum time on hold should be $90$ seconds.

Appraising performance D$.$ A pool of twelve contingent call center workers who work at home will be hired and trained before April $15.$ These employees can be activated anytime hold times threaten to exceed $90$ seconds.

For each of the following examples, identify whether it reflects a single$-$use plan or a standing plan.

Instructions for filling out time sheets:

Standing plan

Single use plan

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