Semester “Fall 2011”
“Principles of Management (MGT503)”
Assignment No. ----2----- Marks: ---30---
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“Well-designed Goals”
Global Experts Co. Case:
Global Experts Co. designs and develops innovative game applications based on customer
feedback and requirements. After each delivery, the customer’s feedback is taken as a measure
of performance of the development team. This feedback, quantified as the level of customer
satisfaction, is tied to the development team’s pay for performance system.
Three basic objectives have been set for the development team’s effective performance:
To deliver the end product with minimum or no flaws
To achieve the target within due date
To ensure best after-sales services
However, the development team faced a major dilemma. In most of the projects, the customers’
requirements were vague and the team required more time to clarify necessary issues. This
sometimes translated into projects being late and bad after-sales services, which meant an
adverse impact on the team’s compensation. Ultimately the project manager, who had to face a
lot of dissatisfied customers, team members and management, decided to resign.
Questions:
1. Based on your understanding and knowledge of the characteristics of well-designed
goals, you are required to briefly state what is the problem with the objectives that
have been set for the development team? (For word limit, refer to instructions
section given below) (10 marks)
2. Give two suggestions for how this issue can be resolved? Provide proper reasoning in
favor of your suggestions. (For word limit, refer to instructions section given below)
(20 marks)
