Scenario D

question 61

Multiple Choice

Scenario D. Mario has been hired as a consultant by the board of Conscious Commitment, a self-help education service company, to align the corporate strategy with its tactical and operational plans. Somehow things have gone awry. The board and senior management developed a thorough strategic plan centered on commitment to the customer and quality delivery of its services. To their dismay, recent customer evaluations indicate customers are treated poorly by the front-line educators. The educators complain that they are asked to serve the customer well yet do not have adequate resources to do it. Additionally, when the educators need advice, upper-level managers never seem to be available and a recent survey of the educators found that most of them were not aware of the strategic plan at all!
-Which of the following suggestions should Mario make to the board to correct the problem of unavailable upper-level managers?

• A)The top team should develop a statement of strategy and priorities that the team is willing to stand behind.
• B)Involve the top team in all steps in the change process.
• C)Have an honest,fact-based dialogue with lower levels about the new strategy and the barriers to implementing it.
• D)Give the educators opportunities to develop their skills and support them with coaching,training,and targeted recruitment.
• E)The CEO should create a partnership between the top team and lower levels around the development of a compelling business direction,the creation of an enabling organizational context,and the delegation of authority to clearly accountable individuals and teams.