The Art of Decision-Making: Navigating Complexity and Uncertainty
Smart
1.
2. Objectives
Set to deliver the Goal/Vision
Precise
Narrow
Quantifiable
Concrete
Short Range
Specific
Measurable
Achievable
Realistic
Time bound
S.M.A.R.T. Objectives
3. Today’s Objective
• Define 5 smart objectivesSpecific
• 5 objectives
• Smart
• End of session
Measurable
• Yes (average of 15 min/obj and the right team in
place!)Achievable
• Yes considering what we have already produced
(pillars, Kpi’s, All promesses)Realistic
• 1h15 minTime bound
Define during the
next 75 minutes,
the five 2019
smart objectives
for Guest
Services
4. Smart Objectives #1
E N G A G E C U S T O M E R S & B O O S T D I R E C T C H A N N E L S / P A R T N E R S H I P S R E V E N U E A N D C O N T R I B U T I O N
Specific
Measurable
Achievable
Realistic
Time bound
Increase the number of repeat customers and
repeat members by 6% by year end
Increase the direct hotel revenue (web direct +
generic contact center) by + 6,6% (+ 142,1M€ vs.
2018)
5. Smart Objectives #2
D R I V E A W A R E N E S S O F A L F A & A L F A U S P A N D I N C R E A S E D I R E C T C H A N N E L T R A F F I C
Specific
Measurable
Achievable
Realistic
Time bound
Increase 2019 total web sessions
by 7,6% yoy with no measurable
decline in Q4
Editor's Notes
First let’s not get mixed up between Goals and Objectives:
Goal is GOAL is more like a vision long term
Broad and untangible
General
Abstract
Objective is like a milestone to get to the GOAL, VISION
Here , what led to Having a man on the moon as objective for the US? Beat the Soviet on the Space Race
57 => Laika => 1st dog in space
61, first man in space : Gagarin
62: Kennedy Beat the Soviet on the Space Race with the objective of: US to be the first to put a man on the Moon