Strategy Template

2. CURRENT SITUATION

a) Who are we as a division?

b) What are our touchpoints?

c) How are we currently serving our customers?

d) What are our mandated responsibilities?

e) What are our informal mandates? (expectations from customers)

f) What is the purpose statement of the broader organisation?

g) How does this strategic plan support those broader organisational goals?

h) What are our strengths? (experienced staff, technical skills, monopoly, etc)

i) What are our weaknesses? (lack of staff, lack of expertise, poor quality control, etc)

j) What are our opportunities?

k) What are our threats to achieving our targets?

l) If we do not introduce and implement a new customer service programme within ORGANISATION, what are the risks that we face?

3. VISION AND GOALS

a) What are we trying to accomplish?

b) What is the boundary of what we want to achieve? (limitations)

c) How are we going to measure our goals?

d) How do we know when we have achieved our goals?

e) Are our goals clear, concise and attainable?

f) Which goals are most critical to the success of this effort?

g) Where do we want to be in the near term (one year from now) in terms of accomplishments using the five brand equity pillars?

h) Where do we want to be in the long term (five years from now)

4. REQUIREMENTS

4.1 Staffing

a) What expertise is needed?

b) What skills are currently available within ORGANISATION to meet the customer service need?

c) Are consultants needed?

d) Will

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