The General Manager of the Hotel has called together the executive committee to discuss how to implement the hotel's new strategic plan, which will hopefully lead tocceptance of the Hotel into the prestigious hotel consortium, "Luxury Hotel Collection" (LHC). Joining LHC as a partner will almost certainly mean dramatic improvements in revenues and profits. But it is also clear that our application will be in jeopardy unless our standards for customer service are improved, especially in the reservations, check-in and out, and bar service areas. Aall staff will need to raise the bar to provide the committed and caring customer service standards demanded by LHC. We all have a big stake in the success of this application and are keen to see it succeed.

The executive committee has decided we needed to plan out the flow of this large strategic change project. We agreed that such a process would be useful in guiding the hotel through the 12-18 month transition period and would also impose a discipline on all involved.