Read the case study on page 132, “Goal Setting.” The author describes a goal-setting scenario involving Doug, the general manager. Doug’s team goes through steps of identifying goals and specific tasks. Provide a brief description of your answers to questions 1 and 2?
1. Does the revised goal meet the SMART criteria? If yes, explain why. If not, revise it so it does meet the criteria.
2. How would you recommend Doug handle the situation of complaints increasing after steps were implemented to reduce complaints? Explain in detail the steps he should take.
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