BUS407 Week 2 Scenario Script: Strategic Planning and Organizational Development Slide # Scene/Interaction Narration Slide 1 Scene 1 Deborah’s Office Deborah: Hello again! Last week, we assessed the organizational performance gap and concluded that Taormina’s employees need training and development in order to increase sales performance. Now, we need to validate our proposal. You need to review the strategic plan of the organization to determine the objectives of the training and development initiative. You will also need to consider organizational development. Slide 2 Scene 2 Deborah’s Office Deborah: Remember, strategic planning is a process used to determine how best to pursue Taormina’s mission while meeting the environmental demands of the call center. Please review the strategic plan of the organization. It is important to understand where the business would like to be in the future. Let’s start by determining the approach we should use in the design of our training and development program. We have two choices – reactive and proactive. Which approach will work best for Taormina? Slide 3 Test your Knowledge Slide This interaction will present both options in a tabbed format, and then ask the student to choose one or the other as their approach. Which approach should Taormina use to address the need found? Reactive Strategy: Correct! Taormina needs to address its performance gap immediately. A reactive strategy addresses current problems. The organization must act quickly in order to remain in competition. Proactive Strategy: Incorrect! A proactive strategy focuses on the long term. Taormina needs to improve its sales performance immediately. The proactive and reactive approaches are necessary for an organization to be effective. However, in this case, Taormina needs to adopt a reactive strategy approach to solve the organizational performance gap. Deborah: Well done! We should use a reactive strategy. You are definitely a great addition to our HR team. Slide 4 Scene 3 Deborah’s Office (speaking to student) Deborah: Now we know what approach we are going to use, we can present our findings and potential solutions to the sales department. Let’s talk to Ron and his team about this. Slide 5 Scene 4 Ron’s office Ron: Good morning! Both of you here…I’m glad to see you! Deborah: Yes, Ron. We have good news to report. We have conducted a needs analysis and found that your team needs more training and development opportunities. Ron: Training and development? I’ve never thought about it. Deborah: Yes. We interviewed your employees, remember? Well, we found that they are feeling overwhelmed. You know how that affects general performance. They feel like often, nobody knows what to do in the call center. Every day requires a new course of action. Ron: But we have specific tasks to complete here at the call center every day. I don’t understand! We meet every Monday morning to discuss our sales and nobody has mention ...

1. BUS407 Week 2 Scenario Script: Strategic Planning and
Organizational Development
Slide #
Scene/Interaction
Narration
Slide 1
Scene 1
Deborah’s Office
Deborah: Hello again!
Last week, we assessed the organizational performance gap and
concluded that Taormina’s employees need training and
development in order to increase sales performance.
Now, we need to validate our proposal.
You need to review the strategic plan of the organization to
determine the objectives of the training and development
initiative. You will also need to consider organizational
development.
Slide 2
Scene 2
Deborah’s Office
Deborah: Remember, strategic planning is a process used to
determine how best to pursue Taormina’s mission while meeting
the environmental demands of the call center.
Please review the strategic plan of the organization. It is
important to understand where the business would like to be in

2. the future.
Let’s start by determining the approach we should use in the
design of our training and development program.
We have two choices – reactive and proactive. Which approach
will work best for Taormina?
Slide 3
Test your Knowledge Slide
This interaction will present both options in a tabbed format,
and then ask the student to choose one or the other as their
approach.
Which approach should Taormina use to address the need
found?
Reactive Strategy: Correct! Taormina needs to address its
performance gap immediately. A reactive strategy addresses
current problems. The organization must act quickly in order to
remain in competition.
Proactive Strategy: Incorrect! A proactive strategy focuses on
the long term. Taormina needs to improve its sales performance
immediately. The proactive and reactive approaches are
necessary for an organization to be effective. However, in this
case, Taormina needs to adopt a reactive strategy approach to
solve the organizational performance gap.
Deborah: Well done! We should use a reactive strategy.
You are definitely a great addition to our HR team.
Slide 4
Scene 3
Deborah’s Office (speaking to student)
Deborah: Now we know what approach we are going to use, we
can present our findings and potential solutions to the sales
department.
Let’s talk to Ron and his team about this.

3. Slide 5
Scene 4
Ron’s office
Ron: Good morning! Both of you here…I’m glad to see you!
Deborah: Yes, Ron. We have good news to report. We have
conducted a needs analysis and found that your team needs more
training and development opportunities.
Ron: Training and development? I’ve never thought about it.
Deborah: Yes. We interviewed your employees, remember?
Well, we found that they are feeling overwhelmed. You know
how that affects general performance.
They feel like often, nobody knows what to do in the call
center. Every day requires a new course of action.
Ron: But we have specific tasks to complete here at the call
center every day. I don’t understand!
We meet every Monday morning to discuss our sales and
nobody has mentioned anything about training. It seems to me
like all of my employees know what to do.
Deborah: Let me explain, Ron. We shouldn’t assume that
training and development opportunities are only needed if there
is something new to learn.
Training and development is linked to organizational
development.
Remember, organizational development focuses on improving
the effectiveness of the organization through planned change.
Therefore, we must pay attention to short and long term
organizational goals to delineate our strategies correctly. It is
important to determine which approach to take to address an
issue.

4. Ron: So what approach are we using now for my employees in
the call center?
Deborah: Well Ron, in this case we’ve already assessed the
situation and determined that a reactive approach is going to be
the best. Using a reactive approach will provide us with
immediate solutions to solve the performance gaps.
However, afterwards we should develop some proactive
strategies to achieve the mission of the organization. This will
allow us to enact a long-term plan for change within the call
center.
Ron: Okay. You are saying that to guarantee the continued
development of the organization, we have to promote constant
training and development opportunities for our employees?
Deborah: That’s correct!
Ron: Let’s call Alex. She needs to know this too.
Slide 6
Scene 5
Call Center
Alex: Good morning! How can I help you?
Ron: Hi Alex! Deborah and her team have found some
interesting facts about the issues affecting our team
performance.
Alex: We talked to your training specialist Deborah. Are we in
trouble, Ron?
Ron: No. I’m glad you all collaborated in providing such
valuable information.
Deborah: Remember, Alex, HR is here to help to address issues.

5. We will never disclose anything that could generate retaliation.
Alex: Okay. We only said what we were thinking and feeling.
We also have our own concerns...if sales don’t improve, we
might not have jobs! (sadly)
Deborah: Don’t worry, Alex. We will do all we can to improve
the sales performance. We need to keep scanning Taormina’s
environment to find the best solution.
We will design a training and development program to address
the stressors found.
Alex: Okay! Let me know if I can help you.
Slide 7
Test your Knowledge Slide
This interaction will present both options in a tabbed format,
and then ask the student to choose one or the other as their
approach.
Based on the scenario, which environmental factors should be
addressed first?
External Environment Factors: Incorrect! External
environmental factors consist of elements outside the
organization that impact its performance. It is important to
determine threats and opportunities to remain in competition.
However, an adequate internal environment will allow
businesses to response external demands accordantly.
Internal Environment Factors: Correct! Addressing internal
environmental factors with a reactive strategy will improve
employees’ performance in a faster way. Organizations need to
determine strengths and weaknesses to remain in competition.
In addition, internal strategies provide direction in addressing
training needs.
Slide 8

6. Scene 6
Ron’s Office
Ron: Well, Deborah, this is in your hands now. Please let me
know what I should do to help my employees.
Deborah: Sure, Ron! I’m glad to know you’re willing to help.
Ron: I care for my people! But unfortunately, I was solving the
wrong issue before now.
Deborah: Well, before we make any decision, let me have my
training specialist conduct another set of interviews to find
some other common elements that may contribute to proper
training and development.
We are going to review the internal environment and report to
you in a week.
Slide 9
Scene 7
Deborah’s Office
(speaking to student)
Deborah: Great job today…keep up the good work!
Today we’ve reviewed the strategic plan of the organization to
determine the objectives of the training and development
initiative.
You identified an approach to address the need found. You’ve
also discussed organizational development with Ron and his
team, and identified environmental factors that will need to be
addressed first.
Please participate in discussions about the topics covered today
as well as completing relevant e-Activities!
You’ll need to identify specific strategies to improve
Taormina’s sales performance.
Next week, we will evaluate some theories associated with
learning, motivation, and employee performance. These
concepts are critical in improving the organization internal

7. environment.
See you soon!